A consumer complaints platform 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 the volume of valid complaints, number of responses plus confirmed resolutions, response rate, resolution rate, response time, and initial allocation time, providing an objective reflection of corporate complaint handling performance for the year 2025.
This year, numerous consumers reported encountering severe product quality issues with furniture purchased from RS MACALLINE. One consumer stated that a cabinet ordered from the company had significant quality problems, including a major color discrepancy and multiple defects. The cabinet's color changed from blue to green and white, the number of compartments was reduced from five to four, and issues such as scratches, uneven matte finish, holes on the side, exposed glass substrate, and orange peel texture were present. Following negotiations, the merchant agreed to take the product back to the factory for rectification and redelivery. However, upon receiving the cabinet again, the consumer found the problems remained unresolved. This situation caused significant delays to their home renovation schedule, resulting in an inability to move into the new home on time. By the end of 2025, RS MACALLINE had accumulated 1,472 complaints, with a response rate of only 13.18%.
By the end of 2025, the platform had received nearly 31.95 million valid complaints, with approximately 24.75 million consumer disputes receiving responses from the involved companies. The annual rankings are based on full-year complaint handling data from 2025, aiming to impartially and transparently reflect merchants' service attitudes and quality in dealing with consumer disputes. The purpose is twofold: to encourage the entire industry to emulate high-service-quality companies, thereby providing consumers with better shopping experiences and superior after-sales service; and to serve as a form of supervision and exposure for irresponsible companies, offering consumers a reference for their purchasing decisions.
Finally, the platform reiterates to all consumers that it does not charge any fees for assisting with dispute resolution. Any claims of charging fees to resolve complaints made in the platform's name or that of its partners are impersonation and fraud. Consumers are urged to remain vigilant and promptly report such accounts to the official platform and the police.
After initiating a complaint on the platform, the dispute resolution process involves direct communication between the complained-against company and the consumer. The platform's customer service will not proactively contact users to intervene or assist with refunds. Consumers are advised to use official channels for dispute resolution and not to trust third-party organizations or individuals offering proxy refund services to avoid being scammed. Incidents of fraud should be reported to the police.
The official channels currently available for consumers to file complaints are: - The official website - The official mobile app (to be downloaded from legitimate app stores) - Mini-programs within WeChat, Baidu, Alipay, Douyin, Kuaishou, and DingTalk
If counterfeit accounts are discovered, the relevant information can be sent to the official platform email address.
To prevent personal information leakage and fraud, please note the following precautions: 1. Before submitting a complaint, carefully check the text and image evidence to ensure it does not expose personal information such as your name, contact details, address, order number, or courier tracking number. If submitted images contain private information, obscure the details or apply mosaic blurring beforehand. 2. Use official channels for dispute resolution. 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 particularly wary of phrases 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, or verification codes to strangers. Furthermore, do not transfer money via QR codes or unfamiliar links. Guard against deception and report any fraud to the police immediately. 4. Be cautious of incoming calls from numbers starting with "00," which are international calls, and do not easily trust the displayed caller name. 5. Legitimate company customer service departments process refunds through the consumer's original payment channel. If asked to receive a refund via alternative methods such as QQ, Alipay, WeChat, or website links, be highly cautious. Avoid providing personal information or making transfers for so-called "unfreezing fees," "verification fees," or "security deposits."
To concentrate resources and efforts on providing better service, the platform currently only accepts complaints related to disputes encountered during actual consumer transactions. Understanding and support from consumers is appreciated.
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