Consumer Rights Protection: "Carnival Shopping Festival" Becomes "Dark Regret Festival"

Originally sold over 2400 yuan jade bracelet, "double eleven" on the day as long as 1400 yuan, Deng lady heart beat immediately.

After signing with joy, she found that the color and style of the promotional pictures were very different. She immediately contacted the customer service to ask for a refund, but the merchants only needed publicity for the pictures, and rejected the request in real terms.

Reporters learned from the provincial industry and Commerce Bureau consumer protection department, according to the past "double eleven" complaints, the end of the first half of November is the peak period of complaints.

Consumer complaints mainly focus on the delay in receiving goods, the difference between goods and pictures, the replacement of pre-sale goods, the first price increase of goods and the discount.

Today, the "double eleven" craze has not yet been dispersed, and Taobao, Jingdong and other major e-commerce websites have launched the "double two" online shopping feast to continue this "nationwide craze".

Do you refuse to replace the goods?

According to statistics from the relevant departments of Shaanxi Province, in the "double eleven" consumption carnival, which has just ended, our province's online purchase amount reached 1 billion 400 million yuan, and it is expected that 2 million 923 thousand items will be collected.

"Double eleven" is a sleepless night for many online shoppers, struggling to fight for their favorite products.

In the post "double eleven" period, complaints received by the business sector for Internet products also rose sharply.

Many netizens lamented the fact that cheap goods are not good. The next two and two shopping tides must be treated calmly.

"Double eleven" has brought tens of billions of sales to merchants and has brought benefits to consumers.

However, the following problems such as the lack of delivery of express logistics, poor quality of commodities, and the rise and fall of commodity prices make this feast a perfect flaw.

Ms. Zhao of the public, "double eleven", took a look at a shop the other day.

The customer service told her that the sweater "double eleven" offers a lot of discount. If it's not urgent, you can buy it later.

In the early morning of November 11th, Ms. Zhao joined the computer in front of the computer and joined the army in the early morning of November 11th.

Unexpectedly, the original price of 488 yuan turned out to be 880 yuan.

Even if you play 50 percent off, you need 440 yuan, contact customer service, customer service first is unreasonable, then throw out a sentence this is new, material is different.

"It's a real trap!" said Ms. Zhao.

The new "consumer law" has made clear the principle of online shopping "seven days without reason to return". This year's "double eleven" is the first large-scale shopping festival after the implementation of the new consumer law, but consumers still face many obstacles in the actual operation.

Miss Zhang bought 5 avocado in a shop selling imported fruit from Tmall. After receiving it, one of them was found, and the other 4 were basically cooked. They could not eat at all.

Customer service explanation is a logistics factor, and fresh food is an inevitable factor.

Miss Zhang checked the logistics information and found it was received in 48 hours after delivery.

"It's cold now, and it will be ready in 48 hours. How can it be? I'm sure it will not be fresh when shipped."

However, fresh food does not belong to the new "elimination method".

"Online buy BB cream, and household counters are obviously a problem, but businesses say packaging is demolished, do not give back, for one hundred or two hundred yuan to complain again and the store's wrangling is really no energy."

Speaking of his "double eleven" experience, Li Xue shook his head helplessly.

As of the end of November this year, 12315 Shaanxi business know all command center accepted 2378 complaints about online shopping, up 1.8 times compared with 852 last year.

This year alone, "double eleven" answered 424 enquiries and accepted 32 complaints.

Complaints mainly focus on the quality problems of household appliances, communication products, clothing, shoes and hats and other daily necessities.

Among them, the focus of complaints is: "double eleven" before the big promotion, some businesses require consumers to pay the deposit, so that they can buy on the same day at a preferential price, but because of various reasons, they will not refund the deposit when they are unwilling to buy, or the low price of the publicity before, consumers are told to sell out when they want to buy.

Our province does not have a large network paction platform like Taobao, Jingdong and No. 1 store. The sales of "double eleven" is only 250 million yuan, far below expenditure.

According to the principle of territorial management, consumers encounter consumer infringement to complain about the industrial and commercial departments in the area where online shops or trading platforms are located.

However, due to the rapid development of quality, service and integrity in the online shopping industry, supervision is lagging behind the rapid growth of the market.

In this regard, Liang Keqiang, director of the provincial industrial and commercial bureau's consumer protection department, said frankly: "once there is a dispute over online shopping, it will be somewhat difficult for the local industry and commerce departments to supervise the foreign businesses."

Consumers can negotiate with sellers or electronic commerce platforms. If they can not be satisfied, they can complain to the business sector of the business or the location of the e-commerce platform in time.

The discount sale of the whole people is a win-win for both businessmen and consumers. Why is there a series of discordant notes? As the leader of this shopping festival, the electricity supplier should start from the consumer's point of view, operate in good faith and ensure good after-sale service.

At the same time, the regulatory authorities should also take more effective and more detailed measures for the electronic commerce platform, constantly improve the channels for complaints of unimpeded claims, safeguard the rights and interests of consumers, and not let "Carnival Shopping Festival" become "dark regret Festival".