Black Cat Complaints has released its 2025 corporate performance rankings, covering 21 sectors including OTA, comprehensive e-commerce, and automotive. The rankings are calculated based on weighted factors such as "volume of valid complaints," "number of replies plus confirmed resolutions," "reply rate," "completion rate," "response time," and "initial assignment time," providing an objective reflection of corporate complaint handling performance for the year 2025.
A key issue highlighted this year involved a consumer who, after ordering delivery from Pizza Hut in September, reported discovering foreign objects in their food, including a blackened substance疑似虾壳 and unidentified hairs. Upon contacting the merchant, a female manager allegedly called and argued that the foreign object was a shell mixed in during shrimp processing, while claiming the hair originated from the restaurant's packaging line. The manager was further accused of displaying a poor attitude and downplaying food safety concerns during the communication. After the consumer lodged a complaint with Pizza Hut's official customer service, the same manager reportedly called again, boldly stating that she handled all complaints regardless of where they were filed, displaying an arrogant demeanor. Pizza Hut accumulated 741 complaints for the year, with a reply rate of only 59.11%.
By the end of 2025, the Black Cat Complaints platform had received nearly 31.95 million valid complaints, with approximately 24.75 million consumer disputes receiving responses from companies. The annual corporate rankings are based on the full year's complaint handling data from the Black Cat platform, aiming to fairly, objectively, openly, and transparently reflect merchants' service attitudes and quality in addressing consumer disputes. The goal is twofold: to encourage the entire industry to emulate high-quality service providers, thereby offering consumers better experiences and superior after-sales service, and to monitor and expose irresponsible companies, providing consumers with a reference for making informed choices.
Finally, Black Cat reminds all consumers: The Black Cat Complaints platform assists consumers in resolving disputes free of charge. Any entity claiming to be the official platform or a partner and charging fees to resolve complaints is engaging in impersonation and fraud. Consumers are urged to remain vigilant and promptly report such accounts to the official platform and police authorities. After initiating a complaint on the Black Cat platform, dispute resolution involves direct communication between the complained-about company and the consumer. The Black Cat platform will not have customer service representatives proactively contact users to assist with refunds. Consumers are advised to use official channels for resolving disputes and not to trust third-party organizations or individuals offering proxy refund services to avoid being scammed. If encountering fraud, report it to the police immediately. Official channels for consumers to file complaints are: The "Black Cat Complaints" official website (https://tousu.sina.com.cn/) The "Black Cat Complaints" client app (download from official app stores) The "Black Cat Complaints" mini-program (available on WeChat, Baidu, Alipay, Douyin, Kuaishou, DingTalk) If counterfeit accounts are discovered, report the account information to the official Black Cat email: heimaotousu@vip.sina.com To prevent personal information leakage and fraud, please note the following: 1. Before submitting a complaint, carefully check the text and image evidence to ensure it does not expose private information such as your name, contact details, address, order number, or tracking number. If submitted images contain private information, obscure or redact them beforehand. 2. Use official channels to resolve consumer disputes. Do not trust dispute resolution methods, contact information, or accounts claiming to be staff provided via private messages or comments sections within the platform. Avoid adding strangers via QQ or WeChat, and be especially wary of claims like "pay a fee for priority handling" or "special channels available to help process refunds." 3. Do not provide bank card numbers, passwords, ID numbers, verification codes, or other sensitive information to strangers. Furthermore, do not transfer money via QR codes or unfamiliar links. Guard against deception and report any fraud to the police promptly. 4. Be highly cautious of incoming calls starting with "00" (international prefixes) and do not easily trust the displayed caller name. 5. Official customer service departments handle complaints and process refunds through the consumer's original payment channel. If asked to use alternative methods such as QQ, Alipay, WeChat, or website links for refunds, exercise caution. Avoid providing personal information or making transfers for so-called "unfreezing fees," "verification fees," or "security deposits." To concentrate resources and efforts on better serving users, Black Cat Complaints currently only accepts complaints related to disputes encountered during actual consumption experiences. Your understanding and support are appreciated.
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