Hei Mao Complaints has released its 2025 Red and Black List rankings covering 21 sectors, including OTA, comprehensive e-commerce, and automobiles. The rankings are calculated based on multiple factors such as the number of valid complaints, replies and confirmed resolutions, response rate, resolution rate, response time, and initial allocation time, providing an objective reflection of companies' complaint handling performance in 2025.
This year, a consumer reported that their Sony WF-1000XM5 headphones, still under warranty, experienced issues including overheating of the charging case and failure to charge. When sent to an authorized Sony repair center, technicians initially refused warranty coverage citing "water damage," but later changed their reason to "burning at the charging port," without providing any evidence. The consumer insisted that the product had not been exposed to liquids and questioned whether the issue was due to a manufacturing defect. Sony has yet to provide warranty service or a refund in accordance with consumer protection regulations, and the complaint remains unresolved. Sony has accumulated 3,061 complaints with a 0% response rate.
By the end of 2025, the Hei Mao Complaints platform had received nearly 31.95 million valid complaints, with approximately 24.75 million consumer disputes receiving responses from companies. The annual Red and Black List rankings reflect merchants' service attitudes and quality in handling consumer disputes fairly, objectively, and transparently based on full-year data. The list aims to encourage the industry to emulate high-quality service providers, offering consumers better shopping experiences and after-sales support, while also exposing irresponsible companies to help consumers make informed purchasing decisions.
Finally, Hei Mao reminds consumers that the platform does not charge any fees to assist with dispute resolution. Any claims of charging for complaint resolution under the platform’s name or its partners are fraudulent. Consumers are advised to stay vigilant and report such accounts to the platform and authorities.
After filing a complaint on the platform, the involved company will contact the consumer directly. Hei Mao does not initiate contact to assist with refunds. Consumers are urged to use official channels for dispute resolution and avoid trusting third-party agents to prevent scams. In case of fraud, report to the police immediately.
Official channels for filing complaints include: - Hei Mao Complaints website (https://tousu.sina.com.cn/) - Hei Mao Complaints mobile app (download from official app stores) - Hei Mao Complaints mini-programs (available on WeChat, Baidu, Alipay, Douyin, Kuaishou, and DingTalk)
To report impersonating accounts, send details to the official email: heimaotousu@vip.sina.com.
To prevent personal information leaks and scams, note the following precautions: 1. Before submitting a complaint, ensure that text and image evidence do not expose personal details such as name, contact information, address, order number, or tracking number. Blur or hide sensitive information in images. 2. Use official channels for dispute resolution. Do not trust private messages or comments offering alternative resolution methods, contact details, or self-proclaimed staff accounts. Avoid adding strangers via QQ or WeChat, and be wary of claims like "pay for priority handling" or "special channels for refunds." 3. Never share bank card numbers, passwords, ID numbers, or verification codes with strangers. Refrain from transferring money via QR codes or suspicious links. Report scams to the police promptly. 4. Be cautious of incoming calls from overseas numbers starting with 00, and do not trust displayed caller names. 5. Legitimate company customer service will process refunds through the original payment method. If asked to use alternative channels like QQ, Alipay, WeChat, or unfamiliar links, exercise caution and avoid providing personal information or paying "unfreezing fees," "verification fees," or "deposits."
To better allocate resources, Hei Mao Complaints currently only accepts complaints related to actual consumer disputes. Understanding and support from users are appreciated.
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