Beijing Consumer Association announces hot issues for complaints! What are the main ones? Complaints about masks accounted for 43.86%

Due to the impact of the epidemic, this year's 315 Gala failed to be broadcast on time, but consumer complaints from all over the country have not decreased. Yesterday (March 15), Beijing Consumer Association announced the hot issues for complaints! What are the main ones? Complaints about masks accounted for 43.86%!

Beijing Consumers Association announces hot issues for complaints

1. Beijing Consumer Association announces hot issues for complaints!

Yesterday was "March 15 International Consumer Rights Day", and the China Consumers Association reported on consumer rights protection hotspots during the epidemic. From January 20 to February 29, 2020, consumer associations across the country received a total of 180,972 consumer complaints related to the epidemic. Among them, by commodity and service categories: 79,368 complaints involved masks, accounting for 43.86%; 15,039 complaints about vegetables, grains and oils, accounting for 8.31%; 13,829 complaints about catering services, accounting for 7.64%; 10,139 complaints about online shopping, accounting for 5.60%; and 9,067 complaints about travel services, accounting for 5.01%.

2. What are the main hot complaint issues announced by the Beijing Consumer Association?

Judging from the consumer complaints received by local consumer associations, the issue of contract cancellation involved in the hot spots of epidemic-related complaints is prominent. Due to the impact of the epidemic, most consumers were forced to change their consumption plans during the Spring Festival, or some operators were unable to provide services normally, resulting in an increase in contract disputes. It mainly focuses on catering services, accommodation services, travel services, tourism services and other aspects.

In addition, some operators took advantage of the epidemic to raise prices and make huge profits. Affected by the epidemic, complaints about the prices of epidemic prevention supplies such as masks, alcohol, disinfectants, and consumer goods such as vegetables, grains and oils have become a hot topic. Due to the epidemic and the Spring Festival holiday, the costs of logistics, raw materials, labor, etc. have increased, resulting in a normal increase in some prices. But at the same time, some businesses took advantage of the epidemic to raise prices, make huge profits, disrupt market order, and damage the rights of consumers. The main issues of price-related complaints are: First, some unscrupulous merchants purchase goods at low prices and sell them at high prices, driving up prices, and even the same batch of products has continuous price increases in a short period of time; second, some operators force consumers to sell other items in bundles with protective supplies such as masks, alcohol, and disinfectants at high prices, restricting consumer choices; third, some operators do not implement clear price marking, and sell vegetables, meat, etc. together with only the total price, without detailed product name, unit price, quantity, weight, etc.

Face mask

Counterfeit and inferior products are on the rise due to the epidemic. Product quality is related to the health and safety of consumers. The main issues consumers complain about are:

First, the quality of epidemic prevention supplies such as masks and alcohol is uneven, such as masks with broken threads and expired products; second, some businesses sell epidemic prevention supplies that are "three-no" products; third, using epidemic prevention as a gimmick, exaggerating or falsely promoting the protective effects of ordinary masks, or passing ordinary disposable masks off as medical masks; fourth, selling counterfeit brand masks, imported masks, etc.

There are many disputes over contracts and quality in online shopping. Affected by the epidemic, many consumers choose to purchase daily necessities, fresh food and epidemic prevention products online, but related complaints are also increasing. The main issues that consumers complain about when shopping online are:

One is that there are problems with the quality of products purchased online. The pre-ordered fresh food and other foods are not fresh, the packaging is not perfect, and the quality is defective; secondly, the merchant’s publicity does not match the actual situation, and there is no stock for sale. For example, many consumers reported that an online shopping app was suspected of using the sale of masks as a gimmick to attract consumer downloads and registrations. After the consumer placed an order and paid successfully, the app unilaterally "cancelled the order" on the grounds that it was out of stock, suspected of infringing on the legitimate rights and interests of consumers; third, online shopping orders were concentrated and delivery was delayed; fourth, the items were not protected during transportation, resulting in damage due to squeezing; fifth, it was difficult for consumers to return or exchange goods; sixth, some micro-businesses and purchasing agents in the circle of friends took advantage of the "epidemic" to stir up trouble, and the sale of counterfeit goods, inducement to buy, QR code fraud, etc. were serious, but it was difficult to investigate and mediate when disputes occurred, and relevant parties urgently need to strengthen management.

To this end, the China Consumers Association recommends that during the epidemic, consumers should consume rationally, purchase epidemic prevention products and daily necessities on demand, and avoid panic buying or hoarding. Operators in all industries should strengthen self-discipline and truly assume the responsibility of protecting consumers. Relevant government departments should further improve the refund and cancellation policies related to the epidemic, and continue to strengthen the investigation and punishment of illegal operators.