China News Service, March 12. According to the Shanghai Consumer Protection Committee’s WeChat public account, in 2023, the Shanghai Consumer Protection Committee received more than 410,000 consumer complaints. Through sorting out complaints and combining with the development trends of the consumer market, the following conclusions were drawn: question:
The service level of "light medical beauty" varies between good and bad
Nowadays, operators in the medical beauty industry refer to injectable items such as face slimming injections, hyaluronic acid fillers, and hydration injections, as well as non-surgical beauty items such as photorejuvenation, as "light medical beauty." Many consumers are called "light medical beauty." The word "attractive" mistakenly believes that the risk is slight, but the actual service level is uneven, which in turn triggers consumer disputes.
In 2023, the Shanghai Consumer Protection Commission system accepted a total of 1,203 complaints related to "light medical beauty" services.
Consumers mainly reported: First, they were introduced to other institutions for "projects" by beauty salons, and adverse reactions occurred subsequently; second, the operators had incomplete business qualifications and opaque charges; third, the operators did not indicate the names and quantities of the products used. , efficacy and other key information, once a dispute arises, it will be more difficult for consumers to provide evidence.
For example, a consumer paid nearly 40,000 yuan to purchase a package containing hyaluronic acid cosmetic injections at a medical institution. The staff claimed that hyaluronic acid was injected into four parts, totaling 16 injections. However, the actual service did not include 16 injections, and they could only provide it. Voucher for 4 injections.
"Light medical beauty" services are not simple beauty and skin care. They require operators to obtain medical license qualifications and involve certain risks.
Operating in accordance with laws and regulations is the "bottom line". Operators must enhance service transparency, truthfully inform consumers of important matters such as project prices, product specifications, related risks, etc., and provide relevant vouchers to avoid consumers suffering losses due to information asymmetry; consumers Be rational about medical cosmetology and do not blindly follow trends. If you really have relevant needs, you must choose a medical cosmetology institution with complete medical qualifications and good industry reputation. Relevant departments should speed up the construction of an evaluation system for the medical cosmetology industry and increase the number of violations of laws and regulations. The intensity of the crackdown will promote the healthy and orderly development of the medical beauty market.
It is too "arbitrary" for merchants to change paid membership rules
Nowadays, in order to increase user stickiness and increase consumption frequency, many merchants have launched paid membership services, covering various consumer fields such as e-commerce platforms, supermarkets, video websites, and photography software.
Merchants will also set up different levels of paid membership, corresponding to different prices and benefits.
In 2023, the city’s Consumer Protection Committee system received a total of 11,374 complaints related to member services.
Many consumers reported that merchants "changed membership service rules at will", making them feel passive and helpless.
For example, when consumers purchase an annual membership of an e-commerce platform, the platform promises to enjoy 30 free shipping rights per month. Subsequently, the platform changes the rules without authorization and limits the free shipping rights to only one use per day.
When consumers pay for membership services, they establish a service contract relationship with merchants. Merchants should honor membership rights and interests according to the terms and conditions, and may not change the rules without the consent of consumers.
If the operator makes a unilateral change, he shall bear the corresponding liability for breach of contract.
Insufficient notification of product information during live streaming
Live streaming is very popular. Selling goods or services through online live streaming can not only visually display goods but also allow real-time interaction, which is loved by consumers.
In 2023, the city's Consumer Protection Committee system received a total of 2,811 complaints related to live streaming of goods. Consumers mainly reported: First, the anchors did not provide sufficient product information and used some "eye-catching" words to attract consumers to place orders. The actual arrival of goods was different from Consumer expectations are not met; secondly, there are quality problems with the goods; thirdly, after-sales service is not in place.
For example, a consumer purchased a set of paper towels in a live broadcast room on a certain platform. At that time, the anchor claimed to be "larger and thicker" without introducing the specifications and sizes of the product. After receiving the product, the consumer found that it was no different from ordinary paper towels and applied for a return and refund. Rejected.
Live streaming brings consumers a new consumption experience that integrates social interaction, entertainment and shopping.
As more people join the live broadcast "track", the professional standards and professional skills of anchors need to be strengthened. They should promote truthfully, strictly control quality, perform contracts in accordance with the law, and continuously improve consumer satisfaction.
In addition, the platform must strengthen the audit management and daily supervision of merchants and anchors to further optimize the online consumption environment; merchants must also pay attention to the protection of consumer rights and conduct operations in accordance with laws and regulations.
Disputes over concert ticket refunds have increased significantly
The performance market is picking up, and large-scale concerts by celebrities from all walks of life are coming one after another. They are enthusiastically sought after by consumers and have become a charming fulcrum to drive cultural and tourism consumption.
However, the booming market has also brought about related consumer disputes.
In 2023, the Shanghai Consumer Protection Commission system received a total of 12,243 complaints related to concerts and concerts.
Consumers mainly reported: First, the merchants were delayed in issuing tickets, causing many out-of-town ticket buyers to incur additional costs such as transportation and accommodation; second, consumers encountered emergencies and their application for refunds was rejected; third, the on-site impression was not good. good.
For example, if a consumer purchased a real-name ticket for a certain star's concert, but suffered a sudden fracture of his left foot the day before the performance, and was unable to attend the performance, he contacted the platform to request a full refund. The platform responded that the refund time had expired and there was no feedback channel. refused to refund.
In order to promote the standardized development of the performance industry, relevant departments have jointly issued some regulatory requirements, but supporting measures and operational details need to be improved.
It is recommended that operators establish handling mechanisms for accidents and emergencies and care for the disabled, set up convenient and efficient consumer feedback channels, respond to consumers' expectations and concerns in a timely manner, and promote high-quality development of the performance market.
Extended warranty service and poor after-sales service
Nowadays, extended warranty services are launched for household appliances, digital products, automobiles and other products.
Extended warranty service usually refers to a value-added service that extends the warranty period by paying additional fees beyond the original warranty period of the product.
This kind of service can provide consumers with longer-term maintenance guarantee, thereby reducing possible future maintenance costs, so it is favored by consumers.
At the same time, it also brings related consumer disputes.
In 2023, the Shanghai Consumer Protection Commission system received a total of 796 complaints related to extended warranty services.
The main complaints from consumers are: First, they refuse to perform the contract during the extended warranty period; Second, the rules for purchasing extended warranty services online are vague, and the specific extended warranty content can only be seen after payment; Third, the extended warranty service is checked by default for online purchases.
For example, a consumer purchased an extended warranty service for a refrigerator provided by a third-party company. During the extended warranty period, he discovered that the refrigerator was not cooling. After contacting the third-party company, no one came to follow up. Later, the company finally took the refrigerator away, and then It is claimed that repairs cannot be made after the warranty period, which makes consumers very distressed.
The platform sells extended warranty services. When introducing third-party merchants to the platform, the qualification review must be further strengthened, the merchants must be strictly screened, and the merchants must be urged to perform their contracts with integrity in accordance with the law.
Operators should protect consumers' right to know and choose, clearly inform consumers of the provider of extended warranty services, specific content, details, etc., and sign a written contract with consumers; after the extended warranty service contract takes effect, operators should comply with the contract. Fulfill service content.
In addition, it is recommended that consumers prefer the official extended warranty service of brand merchants with more guarantees, and do not trust the verbal propaganda of sales staff.
It is difficult to refund non-consecutive tickets across airlines without loss
In 2023, the tourism consumption market will explode with vitality, and air travel is the first choice for many consumers for long-distance travel. In 2023, the Shanghai Consumer Protection Committee system received a total of 8,162 complaints related to air ticketing.
Among them, many consumers reported that when they purchased round-trip or connecting tickets operated by different airlines, the first flight was delayed or canceled due to weather and other force majeure reasons. If the second flight still took off normally, a certain percentage of the second flight would be deducted. The handling fee cannot be fully refunded.
In order to comply with the consumption development trend and respond to consumer expectations, the Shanghai Municipal Market Supervision Department and Consumer Protection Commission jointly launched six airlines including China Eastern Airlines, Air China Shanghai Branch, China Southern Airlines Shanghai Branch, Spring Airlines, Juneyao Airlines, and Jinpeng Airlines. "Mutual Recognition Mechanism for Non-destructive Refunds of Inter-Airline Non-Consecutive Tickets at Shanghai Airport".
This mechanism is aimed at the actual needs and problems in aviation consumption and aims to solve the problem that when consumers choose flights of different airlines to travel in segments, the result of flight cancellation cannot be mutually recognized across airlines. It is to reduce consumers’ travel losses. A powerful measure launched.
There are many consumption routines related to health and wellness for the elderly
As the aging of society gradually deepens, the size of the elderly consumer group continues to expand, and the demand for healthy consumption by elderly consumers is accelerating.
Some dishonest merchants take advantage of the elderly's fear of disease and desire for health, and induce them to spend large amounts of money through various experiences, promotions and other forms, harming the legitimate rights and interests of elderly consumers.
The main manifestations include claiming that products or services have disease treatment or health care effects, attracting the elderly to buy and recharge repeatedly; during the charging process, avoiding evidence collection through cash collection, personal transfer on WeChat, etc.; handwriting or handwriting of charging items and usage accounts. Without entering the system, the details are difficult to check.
For example, 62-year-old Mr. Ren suffers from severe cognitive impairment. His family members reported that he was induced by a beauty salon to purchase a series of health care services, with a total prepaid recharge of nearly 600,000 yuan. The clerk even asked Mr. Ren to handle it. After taking out a loan, the family members encountered difficulties in getting refunds after finding out.
Merchants must fulfill their main responsibilities, abide by business ethics, operate with integrity in accordance with the law, and must not harm the legitimate rights and interests of consumers.
Elderly consumers should be rational when purchasing health and wellness products and services, and should not easily believe in promotional promises. When consuming, they should pay attention to checking the recharge amount and consumption records, and ask for invoices and receipts.
Families and society should also give more care and attention to the elderly.