The amount of negative information on major issues. The negative information words cloud chart of China Consumer Association map express. China Consumer cooperation
■ express delivery
The express car fire caused public concern
During the monitoring period, 196872 express negative information were collected. Negative information peaked on November 12 at 63762, due to the "express car fire.".
On November 12, a logistics vehicle of Baishi express company from Beijing to Hunan caught fire in Anyang, Henan Province, with 13 tons of packages inside. The incident caused widespread public opinion, and consumers discussed issues such as express delivery safety and loss compensation; on November 11, Ms. Zhao of Chengdu reported to the media that the express outlets in the community posted a notice saying that too many "double 11" goods could be claimed on the same day, and the goods that were not picked up on the same day would be returned to the company. Insiders said the move was suspected of overlord clause. There were 18813 pieces of information related to the event during the monitoring period.
■ after sales
It's too troublesome for the refund application to be opened the next day
During the monitoring period, 167288 pieces of negative information about after-sales service were collected. Negative information peaked at 27792 on November 11, which was related to consumers' inability to refund before receiving goods due to platform settings, fast delivery of goods by merchants and other reasons.
Before and after the "double 11", the problems related to after-sales service are relatively scattered, mainly due to customer service ignoring people, "double 11" that day can't be refunded, fake customer service, no delivery, wrong delivery, unable to modify the address and other issues.
Some consumers reported that they participated in the "double 11" activity on an OTA platform in the early morning of November 11, and purchased and successfully paid four tickets from Hangzhou to Osaka. In the morning of the same day, when consulting the ticket issue related issues, the customer service informed that "it is verified that your order cannot be issued due to the price error of the merchant". After negotiation, the consumer has to refund the ticket in full, and the merchant will compensate 500 yuan for this.
In addition, a number of consumers reported that "no delivery" orders on the day of "double 11". If consumers choose to return the goods, the refund application will be opened at 0:00 on November 12, and the coupons and shopping vouchers enjoyed by shopping cannot be returned. Some netizens Tucao: "if you buy daily necessities during the double 11 period, you must be prepared to be bored. If any returns are going to be a hell of a torture, their logic is that they will not make a refund on that day, you will make the next one again, and when you can make complaints about the refund, you will be rejected, but you can not tell which is the refund. Which is the new order, which leads to your wrong rejection. After half a day's tossing, you are also tired. Customer service can't find one, and can only accept all orders at last. " Negative information cloud chart of pre-sale rules. China Consumer cooperation
■ pre sale
The preferential rules are complex and hard to understand. Part of the shop promotions become a cover
During the monitoring period, 156000 pieces of negative information of pre-sale rules were collected. Negative information peaked at 44073 on November 11. The pre-sale rules mainly involve complicated preferential rules, 0-point rush purchase, 1-point final payment, non refundable deposit, etc.
Some netizens reported that "tens of thousands of fans stay up late and wait for pre-sale in an online shop. It's not as good as the" double 11 & rsquo; "discount you bought on that day!" Similarly, there is an official flagship store. The pre-sale price of "double 11" is more expensive than 0.00. Some consumers have already paid a deposit when they pre-sale, so they are in a dilemma.
During the monitoring period, there were 42550 pieces of negative price information. On the day of "double 11", with the increase of consumers' purchase behavior, the price problems such as price increase first, then price reduction, late night purchase not as cheap as in the daytime, false price and so on were highlighted. Some consumers said that in order to buy a laptop for their sister, they started to do their homework half a month in advance, but the price had not changed before. As a result, the price of "double 11" increased from 5699 yuan to 6099 yuan.
voice
There is a contradiction between the promotion mode dominated by flow thinking and the quality consumption
According to the China Consumer Association, in addition to the old routines of "first increase price and then discount" and "virtual price please enter the Urn", e-commerce has carefully packed these routines with the characteristics of socialized and gamified consumption mode, and induced consumers to "build buildings", "punch cards" and "bargain" through red envelopes, pre-sale and shopping allowance. The complexity of the promotion rules not only raises the transaction cost, reduces the business transparency and even the business integrity, but also challenges the means of safeguarding the rights of consumers, the consciousness of prevention and the confidence of consumers, which leads to the high enthusiasm of the "slot point" of the "double 11" routine and trap.
In addition, from several centralized "slots" in public opinion data, e-commerce platform is the unilateral maker of "double 11" game rules, and consumers can only passively accept the rules. Such clauses as "refund application opened at zero on the next day" and "all goods will not be returned for seven days without reason" are tricks to exclude or restrict consumption rights and mitigate or evade the operator's legal liability.
"Double 11" and "network big set" marketing mode remain unchanged: "quality defects and hidden dangers" products appear from time to time, "forced return" and "midnight receipt" problems still exist. The contradiction between this kind of flow thinking oriented promotion mode and the real demand of consumers for quality and experience has become very obvious.
According to China Consumer Association, e-commerce platform is not only the main channel for consumers to shop in "double 11", but also one of the beneficiaries of huge transactions during the shopping festival. It should shoulder the first responsibility according to law, not only improve the emergency response plan, but also fully respect the legitimate rights and interests of consumers and consumer experience, strictly implement the commodity access system, improve the withdrawal mechanism of illegal merchants, and put an end to centralized online promotion activities Fake and shoddy goods appear.