China Consumers Association released the 2017 "Double 11" online shopping experience report

In order to strengthen the social supervision of the “Double 11” online shopping product price, after-sales service and quality status, China Consumers Association organized the “Double 11” online shopping product price, quality and service survey experience activities from October 2017 to January 1818. The survey experience activities on 16 online shopping platforms, including clothing, shoes and hats, mobile digital, food specialties, cosmetic toiletries, home textiles, maternal and child supplies, luggage accessories, household appliances and other daily necessities, etc. Experience. The survey experience mainly involves price tracking records, no reason to return operations on the 7th, “Hai Tao” goods authenticity identification, non-“Hao Tao” product quality test and express face check. The results of the relevant survey experience are as follows:

First, the price tracking record

In terms of price, from October 21st to November 21st, the experience personnel selected 668 samples with relatively large discounts and relatively large sales volume on 16 online shopping platforms. The product details the price changes. From the results of price tracking records, the commodity price behavior of 129 pre-sale samples generally performed better, only the price of 4 pre-sale samples was higher than the price after the pre-sale, or the price was violated; claiming to participate in “Double 11” Among the 539 non-pre-sale samples of the promotion, the proportion of the promotional items that can be purchased at the “Double 11” price or lower (excluding the linkage activity) will reach 78.1% on November 11th. The fictional "original price" and random price indication are more prominent (for detailed results, please refer to "China Consumers Association Information Network").

Second, the quality of goods

1. "Hai Tao" goods are suspected of counterfeiting more. In the “Hao Tao” product identification, this survey experience actually purchased 93 samples of “Hao Tao” products, involving 37 brands. The experience personnel contact the brand trademark owner or authorized person to negotiate the conclusion of the commodity appraisal. Up to now, only 19 brand trademarks or authorized persons have issued identification conclusions for 53 samples, of which 38 samples are genuine and 16 samples are suspected of counterfeiting.

Of the 53 samples, 5 are electrical samples, involving two brands, such as Philips and Braun. According to the appraisal conclusions of trademark owners or authorized persons, they are all genuine; maternal and child products involve Kao, Garbo, Pampers, Wyeth, etc. 10 samples of 4 brands, all authentic.

Cosmetics involved 19 samples of 7 brands including Shiseido, CPB, Lancome, Ke Yanshi, Maybelline, Estee Lauder and Clinique. According to the appraisal conclusions of trademark owners or authorized persons, 11 samples were genuine and 8 samples were suspected of counterfeiting. The products suspected of counterfeit goods are the Shiseido Washing Specialist Facial Cleanser sold by Jingdong Platform “Meiya International Overseas franchise store”, and the Estee Lauder Special Repairing Muscle Essence Essence and Honeydew Net sold by Jumei Premium Platform “Fast Duty Free Shop” Shiseido facial cleanser and honey buds selected by the platform to sell the Estee Lauder multi-effect wisdom cream, multi-platform "jdf beauty" shop sales of Shiseido facial beauty facial cleanser and the platform "Ya Chun beauty" The Estee Lauder ANR Eye Cream sold by the store, the Shiseido An Sunscreen Sunscreen, which is sold by the Taobao Net “Kalaya Skin Care Family” store, and the Estee Lauder ANR Eye Cream, which is sold by the Netease Koala Platform “Self-operated Direct Mail Warehouse”; The class involves 10 samples of 4 brands including Adidas, Shachi, ECCO and SKECHERS. According to the appraisal conclusions of trademark owners or authorized persons, 7 are genuine and 3 are suspected of counterfeiting. The products suspected of counterfeit goods are Adidas clover Smith shoes sold by Adidas/Adidas brand, Adidas shell shoes sold by Gome online platform “Hai Kun Sports franchise store”, and “Multi-platform” Miss Cai’s shoes. Adidas coconut shoes; luggage category involves two samples of two brands, coach, Michael Kors, etc. According to the appraisal conclusions of trademark owners or authorized persons, 4 are genuine and 5 are suspected of counterfeiting. The products suspected of counterfeit goods are the coach shopping bag sold by Dangdang platform “luxury shopping global franchise store”, the coach Boston handbag sold by Gome online platform “Aushang luxury luggage store”, and the Jingdong platform “佰旺海外专营店” "The Michael Kors bag for sale, the multi-platform platform "ishop light luxury one" shop sales coach shell bag, Taobao platform "Miss Moon Miss US purchasing" shop sales coach Boston handbags.

In addition, the experience staff also contacted 18 other brands through various means such as product information, website information and business registration contact information. Among them, Karen Murrell, AcQ, Kirkland, L'Occitane and other four brands have not been contacted; Avène, Free People , ARMANI Armani, Beineng, Deyun DEVONDALE, Huggies / curiosity and other 6 brands, the letter did not reply after delivery; Burberry, GEOX and other brands can only identify the official authorized direct channel products. Other channels can not determine the authenticity of the goods; line friends Brown bear brand agents reply no obligation to assist in authenticity identification; love him, Mead Johnson, Hershey, and Nike Nike, Abbott and other five brand samples, because the authenticity of the same paragraph The subsamples have large demand, long cycle or other reasons, and the identification work has not been completed.

2. The quality of non-“Hao Tao” merchandise clothing is relatively prominent. The experiential personnel sent 101 non-"Hai Tao" samples to the institutions with relevant inspection qualifications for testing, testing their quality, and checking the sample identification and description. Quality test and identification, description of the inspection results (this test results are only responsible for the sample submitted) shows: 19 of the 101 samples have quality problems.

(1) The detection value of the fiber content of the clothing samples of individual platform merchants does not match the express. Fiber content is an important indicator of the quality of the fabric of the product. It is the key to consumers' purchase of clothing products and an important factor in determining the value of clothing. The fiber content of the garment is not in conformity with the express indication. The manufacturer does not mark the actual composition of the fabric, which will mislead consumers and damage the rights and interests of consumers. "Market of Textile Fiber Content" (GB/T29862-2013) stipulates that when a certain fiber content on the fiber content label is ≤10%, the fiber content tolerance is 3%; when a certain fiber content is ≤3%, the actual content Must not be 0. When the fiber content of a certain filler on the label is ≤ 20%, the fiber content tolerance is 5%; when the filler fiber content is ≤ 5%, the actual content is not 0. The test results show that the Jingdi platform "Diverfu Run Women's Flagship Store" sells the nominal "Diver Runz" brand wool coat, the tested fabric is 53.9% wool, 30.6% polyester fiber, 6.5% cotton, 3.4% sticky Fiber, 2.9% nylon, 2.7% acrylic, 94.2% polyester, 5.8% spandex, and 50% wool, 50% rayon, 95% polyester, 5% spendex; Taobao The platform "Shenyan Children's Wear" shop sells the nominal "Xiyan" brand children's down jacket fabric and lining detection value of 100% polyester fiber, but the product tag design fabric and lining is 100% polyester, washable labeling fabric and The material is 100% nylon; the detection value of the nominal “Yimai” brand knitwear fabric sold by Tmall platform “Youmai Clothing Flagship Store” is 68.7% viscose, 31.3% polyester fiber, and the product tag label fabric is 52%. Polyester, 28% cotton, 20% spandex.

(2) The color fastness of the fabric samples of some platform merchants does not meet the standard requirements. The color fastness is mainly to check the adhesion fastness of the dye on the fiber. The color fastness range values ​​of the first-class products, superior products, and qualified products are clearly specified in the corresponding standards of the products. Unsatisfactory color fastness During the process of wearing or washing, the pigment is detached and transferred to the skin to injure the human skin or contaminate other clothes, directly affecting the health and beauty of the consumer. The test results show that the color fastness (staining) of the alkali-resistant perspiration of the nominal “Hengyuanxiang” brand sweaters sold by Dangdang platform “Brioso Briosol franchise store” is 2-3 grades, while “National Textile Products” The Basic Safety Technical Specification (GB18401-2010) standard (hereinafter referred to as the standard) requires ≥ 3 grades; the Jingdi platform "Difu Runchi Women's Flagship Store" sells the nominal "Difu Runchi" brand woolen coat soap resistant The color fastness (staining) test results are 2-3 grades, while the standard requires ≥3 grades; the Jumeiyou platform "Products Trade" shop sells the nominal "sponge bubble" brand windbreaker jacket fabric water resistant The fastness staining test is 2-3 grades, and the standard requires it to be ≥3-4 grades. The color fastness (staining color) of the fabric is 2-3 grades, and the standard requires ≥3-4 grades. The rubbing color fastness (wet rubbing) is 2-3 grades, and the standard requires ≥ 3-4 grades. The color fastness (staining color) of the fabric is 2-3 grades, and the standard requires ≥ 4 grades; Jumeiyoupin platform "Ouli Mummy Clothing" store sales of the nominal "Ouli Mummy" brand trousers anti-friction color (Wet mol) detecting the level 1, and its standard level ≥2.

(3) The formaldehyde content of infant and toddler clothing samples of individual platform merchants exceeds the relevant standards. Formaldehyde is an irritating gas that can enter the body through diet, breathing or skin contact. Formaldehyde is a safety indicator for clothing. It can cause harm to human body beyond the requirements of national standards. According to relevant reports, formaldehyde will irritate the eyes, skin and mucous membranes. Textiles use formaldehyde-containing auxiliaries in the production process, resulting in excessive formaldehyde content. Health causes serious harm. According to the "National Textile Product Basic Safety Technical Specifications" (GB18401-2010) standard requirements, the formaldehyde content of the finished product is limited to infant clothing (two years old and below) ≤ 20 mg / kg, clothing directly in contact with the skin ≤ 75mg / kg, indirect Clothing that comes into contact with the skin ≤300 mg/kg. The test results show that the formaldehyde content of the nominal “sponge bubble” brand windbreaker jacket fabrics and linings sold by Jumeiyou Products Platform “Products” is 28mg/kg and 43mg/kg, respectively. Children's clothing (two years old and below) ≤ 20 mg / kg; the multi-platform "Shuduo clothing franchise store" sales of the nominal "Yu Zhaolin" brand leggings formaldehyde content test results of 109mg / kg, and the standard requires direct contact with the skin The formaldehyde content of the garment is ≤75mg/kg.

(4) Some platform merchants' clothing samples have not met the standard requirements for pilling and pilling indicators. Pilling is not only one of the important factors affecting the feel, appearance and wearing performance of the garment, but also affects the service life of the product. According to the relevant requirements of "Determination of pilling performance of textile fabrics" (GB/T4802.1-2008, GB/T4802.2-2008), the test results show that: Dangdang platform "Brioso Brioso franchise store" sales The nominal "Hengyuanxiang" brand woolen sweater pilling project has a test result of 1-2 grades, and the relevant standards require it to be ≥3 grades; Dangdang platform "Handu Yishe flagship store" sells the nominal "Han Duyi" The wear value of the "she" brand jeans is 14,000 times, and the relevant standard requirements are ≥ 25,000 times; the brand "Ouli Mummy" brand trousers pilling from the "Ou Li Mommy Apparel" store of Jumei Premium Platform The test result of the project is level 2, and the relevant standards require it to be ≥3; the test result of the nominal “Lalajia” brand sweater pilling project sold by the multi-platform “Lala Family Women's Flagship Store” is level 2, and related The standard requires ≥ 2-3 grades; the detection result of the pilling project of the nominal "Youmai" brand knitwear sold by Tmall platform "Youmai Clothing Flagship Store" is 2, and the relevant standards require ≥ 3; Taobao Platform "Youmai designer women's clothing" shop sales The nominal “Yimai” brand sweaters are sold at the first level, and the relevant standards require ≥2-3 grades; the netizen koala platform “Dapu Home franchise store” sales nominal The "Dapu" brand bedding pilling project has a test result of 2, and the relevant standards require it to be ≥3; the Amazon platform's own nominal "Trendiano" brand coat pilling project has a test result of level 1, The relevant standards require ≥ 3-4 grades. In addition, the peeling strength project of the adhesive lining parts does not meet the standard requirements.

(5) There are cracking indicators or down types of down jacket samples of individual platform merchants that do not meet the relevant standards. Splitting, seaming performance, etc. are the sewing strength of the garment. It is used to assess the degree of slippage of the yarn after the joint is subjected to external force during the wearing or use process. It is the main factor for evaluating the durability of the woven garment product. index. Clothing splitting will not only affect the aesthetics of the garment, but also seriously affect the service life of the garment. The test results show that the nominal “Xiyan” brand down jacket lining of the Taobao platform “Fruit Girl” is 20px, while the “Down Clothing” (GB/T14272-2011) standard requires ≤10px.

In addition, the survey experience also found that the down type of individual down jackets did not match the claims. For example, Gome’s “Famous Apparel Store” sells the nominal “Playboy” brand down jacket down type for land poultry, while its merchandise claims to be 90% white duck down; Taobao platform “Fruit Girl Kids” store sales nominal The Xi Yan brand down jacket is a kind of land poultry, and its products are declared as 80% white duck down.

(6) The shock and impact resistance of the individual platform merchant luggage samples did not meet the standard requirements. Unsatisfactory shock and shock can easily cause the separation of components such as luggage rods, straps, handles, side handles and the body, and also cause the fabric of the package to break and open. Impact resistance is an important performance to test the quality of the trolley case. During the use of the trolley case, it is inevitable that it will encounter the problem of falling. The failure of the impact resistance performance seriously affects the service life of the trolley case. The test results show that: Jumeiyou products platform "woodpecker leather goods" shop nominal "woodpecker" brand handbags in the shock impact performance test project side to mention the connector break; Dangdang platform "OSDY luggage official flagship store" sales nominal In the "OSDY" brand trolley case, the box body was cracked during the drop test of the impact resistance performance item.

(7) There is a problem with the acid value index or the sodium content value of the food samples of individual platform merchants. Acid value is an indicator of the degree of rancidity in oils. The higher the acid price, the worse the quality of the oil, the smaller the acid value, the better the quality of the oil and the fresher it is. The rancidity of the oil will reduce the nutritional value of the food. The test results show that: I bought the acid price of the roasted cashew nuts from the brand name “Western China Agriculture” brand, which is self-operated by the net platform. The detection value is 3.7mg/g, which does not meet the “Food Safety National Standard Nuts and Seeds” (GB 19300). -2014) The standard and the National Food Safety Standards for Food Additives (GB2760-2014) standards should have an acid value of less than 3 mg/g. In addition, the Vipshop platform's self-operated nominal "Gongtianxia" brand rose flower cake, the detection value of sodium is 880mg/kg, and the label value is 190mg/kg; I buy the net platform self-operated nominal "Western Region "The sodium detection value of the branded roasted cashew nuts is 1170mg/kg, and the product label value is 750mg/kg, which fails to meet the "Food Safety National Standard Prepackaged Food Nutrition Labelling General Rules" (GB 28050-2011). % request.

(8) The residual amount of plasticizer in liquor samples of individual platform merchants exceeded the standard. Excessive standard of di-n-butyl phthalate (DBP) (plasticizer) will seriously affect the health of the human body, and it will cause potential harm to the human body after being absorbed by the human body. Test results show that a lot of internet fight "Four Yulon liquor shops" nominal sales "Moutai 600,519, diagnosis shares town" brand of liquor, di-n-butyl phthalate (DBP) value detected 0.699 mg / kg, Does not meet the requirements of the original Ministry of Health regarding the maximum residue of food and food additives phthalate esters (0.3mg/kg).

Third, after-sales service

1. There is no reason to return the goods on the 7th. As an ordinary consumer, the experiential personnel conducted a return operation on 101 samples that were not marked with "not supporting the return of seven days without reason." The results of the survey experience showed that among the 101 samples, 96 samples completed the return operation, showing that the platform merchants had relatively good compliance with the seven-day unreasonable return policy; only five samples were unsuccessful, namely: Gome online platform "Swiss Army knife SWISSGEAR flagship store" sales of a certain brand of shoulder bags, Taobao platform "Jiuyang small elephant tribe electric city" store sales of a brand of pasta machine, Tmall platform "sneakerhead overseas flagship store" sales of a certain Three samples of brand sports shoes, etc., are not marked and do not support the seven-day unreasonable return situation, but refused to return the application in the after-sales link. In addition, a brand of rice flour and a brand of milk powder self-operated on the Beibei network platform marked “Seven Days of Worry-Free Returns” on the product information page, but the experience personnel found that the two items in the actual return did not support seven days without reason to return.

In addition, the experience personnel checked whether the “Hao Tao” sample sold through the cross-border e-commerce platform supported the seven-day unreasonable return. The statistical results showed that of the 100 “Hai Tao” samples of the survey experience, 62 samples were included. Clearly on the display page or the purchase page logo does not support seven days no reason to return. Not only that, even if the mark supports seven days without reason to return, because the return shipping costs and taxes are higher, consumers choose to return goods often outweighed.

2. The promotion of personal information is generally weaker. The experience personnel conducted statistics on the privacy protection of the 206 express delivery orders of the 16 online shopping platforms. The express delivery form of this experience involves Baishi Express, Jingdong Express, Pinjun Express, Shentong Express 002468, Diagnostics , Suning Logistics, SF Express, Postal Express, Yuantong Express, Yunda Express, Zhongtong Express and other major domestic express delivery companies. The statistical results show that in addition to the two express parcels of SF Express, the name and contact information of the experience personnel are hidden, and the express delivery form of the two packages of SF Express has hidden the contact information of the experience personnel and three packages of Suning Logistics. In addition to the name of the experience personnel, the express delivery form has not found any other privacy protection measures.

IV. Conclusions and recommendations

Through this survey experience activity, it reflects that some platform merchants can comply with relevant regulations in terms of price behavior, quality management and after-sales service, and the performance of all parties is relatively good. Such as the Gome online platform self-operated "beauty" brand rice cooker, Jingdong platform "SWANSHINY cosmetics official flagship store" sales "double ten years" brand pomelo fruit extract cleanser, Jumei excellent product platform self-operated "fit for the grass" red scene day care white skincare set, Suning Tesco 002024, self-diagnostic platform shares "Patriot" brand mobile power, relatively good survey experience. It is hoped that the relevant platform merchants will strictly meet the quality and service standards to further meet the higher requirements of consumers for improving consumer quality.

Judging from the results of this survey, the “double 11” is not the most favorable for non-pre-sales; the “hai Tao” product is difficult to return “no reason to return”, and it is suspected of counterfeiting; "In the goods, the quality of clothing products is relatively prominent. At the same time, the survey experience also found that the vast majority of express delivery companies have not enough privacy protection measures for express delivery, and consumers' personal privacy is easily leaked during the delivery of goods. The results of the survey experience reflect that during the “Double 11” online shopping period, some platforms and merchants have many weak links in the protection of consumer rights, and some even seriously damage the legitimate rights and interests of consumers, which is not conducive to the construction of a safe and secure network consumption environment. . Online shopping is an important channel for operators to draw closer to consumers and an important promoter for promoting consumer quality. In order to create a good online shopping environment and effectively protect the legitimate rights and interests of consumers, the China Consumers Association recommends:

1. Platform merchants should be guided by quality consumption, consciously regulate price behavior, and control the quality of platform products. The survey experience found that many platform merchants are still accustomed to price wars or misunderstood consumers through complex price representations, but not enough attention to the quality control of online shopping products, leading to some "hai Tao" commodity counterfeiting problems during the e-commerce concentrated promotion period. Prominently, the quality of clothing and luggage products of individual e-commerce platforms is frequent. I hope that all e-commerce platform merchants: First, strictly abide by the state's relevant price laws, advocate the clear price, make a clear discount, eliminate price misleading and price fraud; second, improve the platform business qualification review mechanism, strengthen platform products Process quality control, guiding and adapting to consumer quality consumption needs, paying attention to consumers' feedback on quality and service; third, adopting effective and effective technical protection measures, in data collection and use, order display, communication, express delivery, etc. Strengthen the protection of consumers' personal information.

2. Relevant government departments should strengthen the supervision and management of online shopping, adhere to coordinated governance, and severely punish illegal and untrustworthy behaviors of e-commerce. In the past three years, China Consumers Association and some local consumer associations have continued to carry out online shopping product quality and service supervision activities, reflecting a lot of problems related to price, quality and service of platforms and businesses. Some merchants use the platform to swipe Letters, sales, fake sales, and fraudulent consumption have seriously damaged the online shopping environment. It is recommended that the relevant government departments: First, further improve the legal provisions of online shopping supervision, adopt a combination of random sampling inspection and key supervision, increase the supervision and management of the online shopping market, and urge the platform merchants to be honest and trustworthy, operate according to law; Improve the online shopping co-management mechanism, use big data analysis methods to provide support for the construction of social credit system, increase the comprehensive punishment of serious violations of law and trust, and create a safe and secure network consumption environment.

3. Call on consumers to establish a quality consumption concept, adhere to smart consumption, and develop a sense of good consumer rights protection. According to the experience of this survey, some e-commerce commodity prices are complicated and difficult to understand. Even the experiencers with certain experience are difficult to calculate the actual sales price of some commodities, causing many consumers to enter the merchant price trap, plus quality and service. The jagged, consumers are not eye-catching, it is difficult to get benefits. Appeal to the vast number of consumers: First, participate in online shopping to meet their own consumer demand-oriented, adhere to quality first, seriously compare and identify, pay attention to the results of the relevant government departments, the results of the survey published by consumer associations and related organizations, especially Be wary of e-commerce price traps, don't be greedy for unreasonable low prices; second, learn and master the necessary consumption common sense and legal knowledge, pay attention to the screenshots and valid vouchers in the online shopping process, once online fraud, false publicity, price fraud and Services such as damage to consumer rights issues should be promptly reported to the platform, relevant government departments or local consumer associations.

[I want to correct] Responsible editor: Wang Yang