The Spring Festival is a traditional festival in China and a peak consumption season.
According to statistics from the People's Daily Online's "People's Complaints" platform, during the Spring Festival holiday this year (January 31-February 6), the platform received hundreds of user complaints, including e-commerce logistics, catering, leisure and entertainment, etc. Complaint hotspot.
From the perspective of complaint categories, service complaints accounted for 77.3%, mainly catering and accommodation, express services, entertainment ticketing, e-commerce after-sales, etc.; commodity complaints accounted for 22.7%, with food retail, jewelry, clothing, shoes and hats, etc. Mainly digital appliances.
Specific issues focus on the following aspects:
1. There are many complaints about foreign bodies, mildew and deterioration of food safety
During the Spring Festival, food consumption and meals with relatives and friends increased significantly.
More and more consumers during the Spring Festival this year are choosing "pre-made dishes" that save time and worry, or buying snacks and beverages, fresh vegetables, and takeaway food through e-commerce and other platforms.
"I just prepared to open the courier when I got it back, and found that there were foreign objects in the food, which were sharp wood thorns. I asked the merchant to deal with it as soon as possible, but the merchant's attitude was not good, and they didn't even apologize." During the Spring Festival, the "people's complaints" received a total of Most of the complaints related to food and catering involve food safety and quality issues related to online and offline food merchants. Consumers mainly report that the products have peculiar smell, foreign bodies, deterioration, and expired shelf life.
Nowadays, there is a huge demand for food online and community group purchases, and consumers should grasp the common sense of purchasing and consumption in time.
In this regard, the China Consumers Association reminded that food safety is no trivial matter, and operators should not take chances and lose public morality.
Operators should strictly implement the Food Safety Law and other relevant laws and regulations and national standards, standardize production and processing procedures, strictly implement the food inspection and recording system, and do a good job in food transportation and storage.
Fully fulfill the obligation of notification, give prominent reminders to the ingredients that affect consumers' safety and have an important impact on their purchasing decisions, dispose of expiring food in accordance with the law, and eliminate false propaganda such as concealment and exaggeration.
In addition, consumers should pay attention to choosing regular purchase channels, check the contents of food labels, inspection and quarantine certificates, etc., and stay away from low-priced and low-quality food.
If you choose food through community group purchases, you must carefully choose the transaction object, try to avoid participating in personal WeChat group purchase groups, and pay attention to keeping food introductions, service commitments, group chat records, payment vouchers, etc.
If the purchased food becomes ill, seek medical attention in time and obtain valid evidence of rights protection.
2. "Shopping on the cloud" is not closed, e-commerce express service is complained
After a busy year, people will buy enough New Year's goods during the Spring Festival to treat themselves and their families.
During the Spring Festival this year, merchants on various platforms have launched the New Year's Day campaign. Clothing, shoes and hats, jewelry, digital appliances, etc. have become the "protagonists" of Chinese New Year consumption. Logistics and express companies have also launched the banner of "not closing during the Spring Festival".
"I bought a set of clothing in its store, and I received the product that the fabric did not match the picture, and applied for a refund. The merchant repeatedly asked to change the reason for the return because of its good reputation, and then agreed to refund." "The courier was sent on January 23 and arrived on the 26th. Shenzhen, I haven't been able to arrange delivery since then... For a few days, I haven't been able to contact anyone in charge, and no one has contacted me." During the long holiday, "People's Complaints" received a large number of complaints about e-commerce shopping and express delivery services.
In terms of e-commerce shopping, the main problems reported by consumers focus on product quality defects, delays in delivery by merchants, difficulties in refunds and returns, and inaction of platform customer service.
In terms of express delivery services, the main problems are that the logistics information is not updated for a long time, there is no reason not to deliver, the goods are damaged and lost, and the service attitude is poor.
Express service involves a wide range of consumer groups and affects consumers' life experience.
In this regard, the China Consumers Association put forward three opinions:
First, express delivery companies should strictly implement the requirements of relevant laws, regulations and rules to ensure the timely and safe delivery of express mail, strengthen the behavior management of express delivery personnel, standardize the delivery service process, and eliminate problems such as violent sorting, brutal loading and unloading, private delivery of express cabinets, and forged signatures.
Second, express companies should formulate standard terms in a fair and reasonable manner, and pay for the loss of express shipments in accordance with the law.
Article 45 of the "Postal Law" stipulates that the relevant civil laws shall apply to the compensation for the loss of postal items beyond the scope of the general postal service business.
Article 27 of the "Interim Regulations on Express Delivery" also clearly stipulates that for insured express shipments, the liability for compensation shall be determined in accordance with the price insured rules agreed by the express delivery business and the sender; for uninsured express shipments, compensation shall be determined in accordance with the relevant provisions of civil law. responsibility.
Courier companies should not limit consumers' claims rights with unfair format terms.
The third is that express delivery companies should fully respect the rights of consumers, properly handle consumer disputes, and severely punish those who commit violent acts and other illegal acts to ensure consumer safety.
3. There is a high demand for cultural tourism and movie viewing, and the business rules are not clear and cause controversy
During the Spring Festival, the cultural and tourism consumption market is also hot.
This year's Spring Festival tourism market is still dominated by local tours and short-distance tours. Leisure and entertainment activities are mostly focused on cinema watching, theme exhibitions, room escape and other projects.
During the Spring Festival, "People's Complaints" received intensive complaints about movie ticketing.
Judging from the complaints, the main problems are that consumers cannot refund or change tickets after booking, and movie tickets cannot be exchanged. There are problems such as the need to pay the difference in the previous membership card or the membership card cannot be used.
In addition, there are also many consumer complaints that the operator's consumption rules are not clearly informed when paying for entertainment consumption items such as scenic spots, amusement parks, and secret rooms, and the actual consumption does not match the promotion.
The China Consumers Association reminds that new types of leisure entertainment such as escape room and script killing are popular among young consumer groups due to their dramatic and immersive experience. Effectively protect the safety of consumers; ticketing platform operators should fully and truthfully disclose ticketing information and refund policies, provide ticketing services as agreed, prevent unauthorized changes and unauthorized ticket sales, properly handle relevant disputes, and strive to improve consumer satisfaction.
In addition, consumers should establish a rational and healthy consumption concept, shop around, and refuse to fool around.
When consumers buy goods or receive services, they should not trust the unilateral introduction of operators. They should make more comparisons through different online and offline channels, and have an in-depth understanding of the details of goods and services, the credit of operators and other relevant information, and pay attention to written contracts, payment security, and delivery. Key links such as acceptance, evidence retention, etc., effectively protect their own rights and interests.
4. There are many kinds of preferential activities on the platform, and the actual consumption routine is deep
"We asked to use the coupon provided by the store, but the store refused, on the grounds that it belongs to the Chinese New Year and cannot be used during holidays. The coupon clearly states that it is valid for holidays..." During the Spring Festival, a user exposed a certain food delivery platform in "People's Complaint" Coupons use "routines".
During the Spring Festival this year, various platforms and merchants have launched various red envelopes, coupons, shopping coupons, etc., but the rules of use are varied and hidden, and consumers are often unable to distinguish them.
Since the holiday, the relevant complaints received by "People's Complaints" have mostly focused on issues such as the platform's coupon merchants do not recognize, there are requirements for the use time, there are thresholds for the price that can be used, and the coupons have discounts and cannot be used together.
Consumers should be alert to the ultra-low price or even free promotions of merchants, carefully identify the authenticity of the promotion, and especially understand whether other conditions are attached.
The China Consumers Association reminds consumers to look rationally at the discounts and promotions of merchants, keep their eyes open, and identify whether the so-called "low price" is "real benefits" or "set up routines", and especially pay attention to preventing the ultra-low price traps of unscrupulous merchants , savvy consumption, enjoy the benefits.
Escort Spring Festival consumption and promote fair consumption.
If your rights and interests are violated in all kinds of consumption during the Spring Festival, if you understand the unknown traps and shady scenes of various bad marketing behaviors, you are also welcome to scan the QR code and log in to the People's Complaint platform to complain and expose.
Let us act together to safeguard our own consumption rights and interests in accordance with the law and jointly build a harmonious consumption environment.