Complaints Occur When There Is No &Nbsp; Online Shopping Is Bad Luck.

More than 700 yuan of mobile phones bought through TV shopping can't be recharged, find the seller, the other side is unreasonable, spend 238 yuan to buy the "gold" introduced by the TV shopping channel. Ornaments Just two or three days after wearing the "gold", it has faded. While TV and online shopping are popular, consumer complaints are also increasing.

A survey report on consumer satisfaction of TV and online shopping released yesterday by the municipal consumer protection committee showed that 42.2% of respondents complained that they had no complaints or could only admit their bad luck.

Fashion bags are most popular.

The municipal consumer protection committee carried out a questionnaire survey on the consumption of TV, online shopping, the causes of infringement, the way of handling, and the overall satisfaction through the consumer protection committee, the duty supervisor and the network of various counties (cities, districts). A total of 908 questionnaires were distributed, 898 valid questionnaires were collected, and the effective rate was 98.9%.

Through the analysis of the group characteristics of the survey population, we find that the consumers who participate in TV and online shopping are mainly middle income young women, and their occupational characteristics are not obvious.

Statistics show that the overall satisfaction of online shopping is higher than that of TV shopping. Among the 5 levels of "very satisfied, satisfied, general, dissatisfied, and very unsatisfied", the proportion of online shopping choosing "general" or above is 81.5%, and the overall satisfaction is partial to satisfaction. While the number of TV shopping is 63.5%, the overall satisfaction is generally biased.

Through this survey, we find that the popular products in TV and Internet are mainly clothing. Luggage and bags Digital products, cosmetics and other items. According to statistics, 478 consumers said they usually buy clothing and luggage products on TV and Internet, accounting for 53.2% of the total number of consumers surveyed; 286 consumers said they usually buy digital products on TV and the Internet, accounting for 31.8% of the total surveyed consumers; 268 consumers said they usually buy cosmetics on TV and Internet, accounting for 29.8% of the total surveyed consumers, while other popular products are household products, food and daily necessities, small household appliances, book audio and video.

　　 Complaint No gate happens.

Because of the particularity of the form of transaction, TV and online shopping do not face face-to-face transactions in the traditional sense. Some operators do not pay much attention to after-sale service when they sell goods. They do not solve the problem of consumers' reflection in time. They drag on and on, and even appear, "anyway, when you are in the south, I am in the north, you are in the East, I am in the west, you are anxious and angry at the phone, I am not at all on the phone." According to statistics, 379 consumers said that when they encountered infringement in TV or online shopping, they had to protect their rights but did not know which department to look for, or they could only swallow it up. They accounted for 42.2% of the total number of consumers surveyed. Only 135 consumers said they would complain to the consumer Protection Commission, industry and commerce departments or directly to the court for 15%.

The Procrastination of sellers in dealing with consumer disputes is also quite dissatisfied with consumers. According to statistics, the vast majority of consumers believe that after the quality of goods bought through TV and online shopping, operators will need a week or even longer to solve the problem. Only 85 consumers believe that operators can solve them within 3 days, accounting for 9.5% of the total surveyed consumers.

In addition, 406 consumers said that the problem of consumer infringement mainly occurred in sellers or suppliers, accounting for 45.2% of the total surveyed consumers, and 38.6% of the surveyed consumers believed that sellers' low integrity was the main cause of the infringement incidents.

Improving legislation and complaint channels

The municipal Consumer Protection Committee believes that TV and online shopping are still in the development stage, and the corresponding laws and regulations are not in place. The legitimate rights and interests of consumers can not be effectively protected. It is suggested that the relevant legislative departments should draft laws and regulations on TV and online shopping as soon as possible, improve legislation, clarify the rights and obligations of consumers, buyers, vendors, shopping websites or shopping shows, logistics express companies, banks or third party payment institutions, and increase the legal liability of relevant responsible persons. At the same time, we should also improve the channels for complaints.