On February 8, the Shanghai Consumer Protection Committee revealed that during the Spring Festival holiday (January 31 to February 6), the city's consumer protection committees at all levels accepted a total of 4,600 consumer complaints.

According to the types of complaints, there are 1,949 commodity complaints, of which clothing, shoes and hats, food, and household items are the top 3 commodity complaints; 2,651 service complaints, of which express delivery, entertainment ticketing, and online games are among the service complaints. Top 3.

Complaints have the following characteristics:

　1. The New Year’s Eve dinner has attracted much attention from consumers, and there is room for improvement in ordering and delivery services

　　The New Year's Eve dinner has always been the "highlight" of the Spring Festival. More and more consumers choose pre-made dishes during the Spring Festival this year, and many consumers order fresh dishes and takeaway food through the platform.

　　During the long holiday, consumer protection committees at all levels in the city received a total of 210 complaints about ordering food. Consumers mainly reported that the ordered pre-made dishes were delayed in delivery, the order was cancelled without authorization, and the page promotion did not match the actual product.

　　For example, consumer Mr. Wang reported that on January 26, he paid 698 yuan on a food ordering platform to buy the Buddha Jumping Over the Wall package to prepare for the New Year's Eve dinner, but the platform did not deliver the goods until January 31, requiring the merchant to deal with it as soon as possible.

　　Another example, consumer Mr. Zhang complained that he purchased grouper on a fresh food platform, and found that the order was cancelled without authorization after payment. Contacting the platform only made the consumer wait, and the consumer asked the platform to give a specific solution.

2. "Chinese New Year in Place" Drives Shopping Enthusiasm, and Express-related Complaints Increase

　　During the long Spring Festival holiday, "buy, buy, buy" has become the best choice for many consumers to "reward themselves" and celebrate the Spring Festival.

The accumulated shopping enthusiasm of consumers has been greatly released, and clothing, shoes and hats, and food have become the main categories of consumers' shopping.

　　During the long holiday, consumer protection committees at all levels in the city received a total of 881 complaints about clothing, shoes, hats and food. Consumers mainly reported that the quality of goods was defective, merchants delayed delivery, and the goods were not on the right plate.

　　For example, Ms. Dai, a consumer, reported that she paid 188 yuan to buy cherries on a supermarket online platform.

　　During the long holiday, consumer protection committees at all levels in the city received a total of 398 complaints about express delivery services. Consumers mainly reported that express delivery was delayed or lost and damaged, and the customer service hotline could not be dialed.

　　If the consumer Ms. Xie reported that the online shopping express has not been delivered, and she could not contact the courier company, Ms. Xie believed that no matter when it was delivered, the consumer should be informed of the delivery time and asked the courier company to verify the situation as soon as possible and arrange the delivery.

3. The cultural and entertainment consumption momentum is strong, and the operator's rules are not clear and need to be improved

　　During the long Spring Festival holiday, the demand for cultural and entertainment consumption is strong and the momentum is strong.

There are a variety of leisure and entertainment activities in Shanghai, such as movie viewing in theaters, amusement park tours, KTV, exhibitions, escape rooms, etc. to meet the different needs of various consumers.

　　During the long holiday, consumer protection committees at all levels in the city received a total of 377 complaints about entertainment ticketing, including 242 complaints about movie tickets. The main problems reported by consumers are: the purchased movie tickets cannot be refunded or changed, and movie tickets cannot be exchanged, etc. .

In addition, many consumers complained that when they went to entertainment and leisure places such as KTV, amusement parks, and secret rooms, the merchant's rules were not clearly informed during the early payment, and the merchant was unable to provide services after payment.

　　For example, Ms. Song, a consumer complained that she paid 298 yuan for 2 tickets at a playground on February 3. When buying the tickets, the merchant did not inform the audience that there were age restrictions. The subsequent children were refused admission. Contact the merchant for a refund. fruit.

4. The demand for online games is heating up, and the accounts of "grandma" are frequently launched late at night, attracting attention

　　Many consumers play games at home during the Spring Festival, and the demand for online games is heating up.

　　During the long holiday, consumer protection committees at all levels in the city received a total of 185 complaints related to online games.

Some new situations are reflected in the complaint. After the relevant state departments issued the "Notice on Further Strict Management to Effectively Prevent Minors from Indulging in Online Games", some minors used the identity documents of their grandparents to bypass the game anti-addiction system. Sign up and play games "easy", especially during the Spring Festival, when online frequently in the middle of the night, secretly "recharging" and "fighting", causing refund disputes.

　　For example, Mr. Qi, a consumer, reported that he was in his 60s this year. During the Spring Festival, his 11-year-old grandson took his mobile phone and ID card information to register and log in to a certain game, and recharged 1,300 yuan without him knowing it. Insurance Commission for help.

　　Here, the Municipal Consumer Protection Committee calls on parents to earnestly perform their guardianship duties, take good care of their ID documents, cancel the password-free setting or limit the password-free password to small payments, and pay attention to checking the ID card information of the account before playing games for their children. , to avoid the failure of the anti-addiction system and better protect minors.

(Zou Juan, senior reporter of The Paper)