Consumer Rights Weekly ｜ Last week, complaints about prepaid recharge cards increased, involving fitness, education and other fields
Last week, Surging Quality Report received a number of complaints about "the difficulty of refunding prepaid recharge cards". Among them, Yizhao Weide Dongfang Weiye Store refused to refund and withdraw as promised after being complained about prepayment, Jinjiniao Gym was complained about terminating operations but not refunding, and Huxiaoer Cleaning was complained about not being able to book services after prepaid service packages.
In addition, the surging quality report has also received problems such as arbitrary maintenance charges, poor service attitude of the online car-hailing platform, real estate companies refusing to repay the house, and difficulty in refunding tickets in case of epidemic typhoons. After the intervention of the surging quality report, some consumers have reached an agreement with operators, and some complaints have not been resolved.
Fitness, education and other industries have been repeatedly complained about "difficulty in refunding prepayment and recharge cards"
Last week, among the Surging Quality Report complaint platform, there were an increase in complaints about consumer disputes over prepaid recharge in the fitness, education and other industries, involving 16 complaints. Among them, Yizhao Weide was repeatedly complained by consumers that the prepaid purchase card could not be refunded and withdrawn as agreed; Jinjiniao Gym was complained about terminating operations but not refunding; a consumer in Shanghai complained that the tennis training class of Wanliu Haimei Culture and Sports Investment Management Co., Ltd. did not match the promised service level, and his request for withdrawal was rejected; another consumer complained that Shanghai Dingquan Fitness concealed the refund rules for withdrawal. Yarui Dental was complained that the establishment of a medical account required prepayment and could not refund the balance.
After the intervention of the Surging Quality Report, some operators have refunded the balance to consumer accounts, and some operators have said that they have started the refund process. There are still many consumers who have not yet reached an agreement with the operators and are still being coordinated.
Last week, companies handled consumer complaints:
Resolved:
Last week, the surging quality report received China Mobile, Shanghai Wanliu Haimei Culture and Sports Investment Management Co., Ltd., Bilibili, Zhongzhi Care Tong (Shanghai) Technology joint stock company, Shanghai Zhuxiu Business Management Co., Ltd., Dingquan Fitness, China Telecom, Heart Network, Shanghai Huayu Qidi Automotive Sales Co., Ltd., Bufan Mailer Candy China Co., Ltd. Shanghai Minhang Branch, Herbalife, Starbucks, Qunar, Shanghai Hang Lung LV, Vipshop, Yarui Dental, Linnei Water Heater, Da Da English, Great Wall Broadband, Sam’s Club, Shanghai Bend Fitness Service Co., Ltd., Choosing Teachers Worry, Huxiaoer Cleaning, Shanghai Jingsirui Education and Training Co., Ltd., etc. Dozens of related complaints from 24 companies After mediation and reporting, consumers and enterprises have reached an agreement, and the problem has been successfully resolved.
Among them, a tourist failed to cancel the Shanghai Toy Story Hotel due to the typhoon. According to the surging quality report, a full refund has been made to the consumer’s account.
No response:
Last week, complaints from Zhejiang Ode to Joy Hotel Management Co., Ltd., Fengzhixing Flagship Store, Panasonic Refrigerator JD.com Self-operated Flagship Store, Changsha Unicom, Xiaomi, Zhongtong Express, Shanghai Jinjiniao Enterprise Investment Management Company, Yangzhou Five Star Electric Appliance Co., Ltd., Didi’s Hua Xiaozhu Platform, JD.com Mall, Tianjin Airlines Co., Ltd., Zhixing App, Poly Property, Alipay, Ma Rong Kairui Kindergarten, Liupanshui Unicom Business Hall and other enterprises have not been responded to.
Among them, educational institutions such as Banyu Children’s English, Good Scores, Qiyue Education Institution, and Beijing Zhongyu Boxue Education Technology Co., Ltd. have not started classes due to the "double reduction policy", and it is difficult to refund many times. Complaints have not been properly resolved.
Failure to reach an agreement with consumers:
1. Zhongtong Express joint stock company: Consumers complained that more than 200 orders of goods at express outlets were collected and some were not delivered, and there was no logistics information update. Zhongtong Express responded that in response to customers’ reports of express delays, after verification, 50 of them were delayed, and the freight of 125 yuan could be refunded for this part; because customers still did not want to provide some order numbers, more than 200 orders of express delivery could pay a total of 1,000 yuan and apologize. Consumers did not accept the processing results and asked for compensation of 25,000 yuan. At present, the two parties have not reached an agreement.
2. Dongguan Guancheng Meihui Mingjia Meideli: When consumers complained that the store sold whole-house customized wardrobes and cabinets, the order contract clearly stipulated that the contract could be cancelled. Now the contract needs to be cancelled but the refund is refused. The person in charge of the store said that after verification, there were no violations in the business process, and the design plan has been confirmed with consumers. The consumer’s behavior is a unilateral breach of contract, so the consumer’s refund cannot be satisfied. At present, the two parties have not reached an agreement.
3. Bright Dairy: Consumers complained that a foreign object similar to a straw was sucked out of Bright Dairy Changyou yogurt, which was not a distribution straw, and demanded compensation of 1,000 yuan according to the relevant provisions of Article 148 of the Food Safety Law. Bright Dairy said that after door-to-door verification, the foreign object was a straw packaging bag, which was one-third of the normal straw packaging bag. Because the straw is directly delivered to the logistics warehouse and does not enter the factory workshop, it cannot enter the product packaging during the production process. The company believes that it does not meet the relevant provisions of Article 148 of the Food Safety Law. At present, the two parties have not reached an agreement.
4. Swarovski Global Harbor Store: Consumers complained that a crystal pen purchased in the store before needed to be repackaged. During the service process, there was no warranty card, and the service level of the clerk was poor. Swarovski (Shanghai) said that the operator needs the consumer to provide the warranty card of the product before providing packaging services. At present, the two sides have not reached an agreement.
5. Easy learning badminton training: Consumers complained that the agency opened a payment channel on Dianping. After payment, the merchant did not provide the promised service and could not refund. After negotiation with the Yangpu District Consumer Protection Committee, the platform said that the venue fee and the class fee that has been attended should be deducted, and then the remaining money will be returned. Consumers said that they are only willing to deduct the class fee that has been attended. At present, the two parties have not reached an agreement.
6. Shanghai Mobile: After the consumer complained that the mobile phone number was down, he was told by Shanghai Mobile that the minimum monthly consumption should reach 200 yuan, and 200 yuan will be deducted for less than 200 yuan, and the time limit is 10 years. Shanghai Mobile said that the "preferred number" service is prompted on the purchase page to meet the minimum monthly consumption. After the consumer pays the minimum monthly consumption, he can assist him in closing the account. At present, the two sides have not reached an agreement.
7. Hengnan County Water Supply Company: Consumers complained that the company charged the price of water leakage according to the water used in special industries. Hengnan County Water Supply Company said that it is a water leakage behind the meter, and consumers need to be responsible for it or find a developer to solve it. The charges for special industries meet national standards. At present, the two parties have not reached an agreement.
A week’s review of consumer rights protection reports:
1. Hebei Weixian Jinwei Real Estate Development Co., Ltd. defaulted on refunds and involved in many lawsuits
Hebei Weixian Jinwei Real Estate Development Co., Ltd. has been sued to the court many times for housing sales contracts. According to the enforcement ruling document issued by the Zhangjiakou Intermediate Court, the company was "publicly frozen options and other ROIs", and the freezing period is from July 21, 2021 to July 20, 2024. On September 13 this year, Ms. Huang from Hebei complained that the company had not paid the house payment for one year, which has not been properly resolved.
2. Hello, Travel was complained that the driver temporarily cancelled the order, causing hundreds of yuan in losses and only 10 yuan in compensation.
On September 13, consumer Mr. Zhang reported to the Surging Quality Report complaint platform that the driver of Hello Hitch temporarily cancelled the order, causing him hundreds of yuan in losses, but the platform only paid 10 yuan. From September 13 to 15, Surging News called Hello Hitch many times, but received no response.
3. 58.com "Yuhong Local Waterproofing" was complained that the water leakage was more serious after spending 3,000 yuan on maintenance
On September 13, Mr. Pang, a consumer, reported to the Surging Quality Report Complaint Platform that a waterproof and leak repair company named "Yuhong Local Waterproofing" on 58.com did not solve the problem of water leakage in his home after charging him 3,000 yuan for maintenance. Instead, it became more serious. He hoped to refund the maintenance fee. 58.com said that due to insufficient evidence provided by Mr. Pang, it is still communicating with Mr. Pang.
4. Baidu Tieba, Tencent QQ, Xianyu and other platforms have a "black market" for psychotropic drugs, and the illegal sales chain of "Internet + logistics delivery" needs to be cut off
From late August to early September 2021, surging news conducted an undercover investigation and found that the first and second types of psychotropic drugs that were strictly regulated and had sedative and hypnotic effects were illegally sold at several times the price on Baidu Tieba, Tencent QQ, Xianyu and other platforms, or became criminal "accomplices". Many experts and scholars put forward constructive opinions on how to strengthen the management of the above-mentioned strictly regulated psychotropic drugs.
5. Guiyang’s "Zhongtian · Future Ark" community was suspected of concealing false propaganda from surrounding unfavorable factors, and the "park room" became "grave view room"
On April 17, 2020, the Market Supervision and Administration Bureau of Yunyan District, Guiyang City issued the "Opinion on Handling Letters and Visits" on this matter: After verification, no evidence of false propaganda in the community was found, and the case will not be filed. On September 9, 2021, Surging News contacted the person in charge of Zhongtian Guiyang Company. The person in charge said that it was not clear whether the buyer was clearly informed of the existence of a grave group. At present, the owner of the community is reconsidering whether to sue the developer.
6. "Shadow Cake Shop" appeared in Meituan and Ele.me. The platform responded: management negligence, investigation and punishment upon discovery
Recently, surging news reporters after receiving consumer complaints found that there are many "shadow cake shops" on the well-known takeaway platforms Meituan and Ele.me suspected of forging documents or stealing the address, business license and food business license of real merchants brick and mortar stores to "transfer orders" to make price difference. On September 16, after surging coverage, the takeaway platform involved responded: find out and deal with it. At present, the "shadow cake shop" has been removed from the shelves.
7. Tmall Supermarket responded to "2 mice are found in the online shopping mineral water tank": I have apologized and am investigating.
On September 16, in response to the "Hangzhou woman online shopping for mineral water, two live mice appeared in the box", Zhejiang Tmall Technology Co., Ltd. certified Weibo "Tmall Supermarket" issued a response: "I have come to apologize and obtained consumer understanding. At present, a comprehensive investigation of the warehousing system has been launched simultaneously."
8. Akaso Online English was complained that there were no customized classes available and it was difficult to refund.
On September 16, Mr. Huang from Guangdong reported to the Surging Quality Report complaint platform that he had purchased 259 Alfonso online English customized courses for foreign teachers and had no classes available after only a dozen sessions, so he failed to apply for a refund. Alfonso customer service said that due to the "double reduction policy", the company needs time to relieve financial pressure, and it is difficult to refund in the short term, so it needs to wait in line.
8. Beijing Jinglin Food Co., Ltd. was complained about "placing an order for beef and giving away pork".
On September 18, Mr. Hu, Shunyi District, Beijing, reported to The Paper that he bought "boneless beef foreleg meat" at Meicai in two installments at a total price of 2,000 yuan. After testing, the meat was actually pork. The supplier involved, Beijing Jinglin Food Co., Ltd., responded that the incident was a mislabeling by a distribution worker. At present, the two sides have negotiated compensation issues, but have not yet reached an agreement.
Weekly consumption warning: China Consumers Association issues "double-section" prompt to prevent consumption traps
Recently, with the arrival of the Mid-Autumn Festival holiday and the National Day holiday, more consumers have gone out to travel and buy gift boxes. The China Consumers Association reminds: To enjoy the "Double Festival" holiday, consumers should be more rational and operators should be more responsible.
On September 14, for consumers to better enjoy the holiday life, the China Consumers Association issued a consumption reminder: the Mid-Autumn Festival and National Day "Double Festival" are approaching, epidemic prevention and control still cannot be ignored, pay attention to booking in advance when going out to play, be vigilant of the behavior of picking up customers that is obviously lower than a reasonable price, rationally view the discount promotion of merchants, be vigilant of the "0 yuan tour group" and "crab coupon" routine, and look for the "blue hat" (the exclusive logo of health food) when purchasing health food.
The China Consumers Association reminds consumers to pay attention to keeping invoices, receipts and other consumption vouchers during the consumption process. If you shop through e-commerce platforms or "live streaming", you should also pay attention to keeping key information such as chat records and transaction records, and try to choose regular offline physical merchants or reputable e-commerce consumers.