A consumer complaints platform has released its 2025 corporate service performance rankings, covering 21 sectors including OTA services, e-commerce, and the automotive industry. The rankings were calculated based on factors such as valid complaint volume, number of responses and confirmed resolutions, response rate, completion rate, response time, and initial assignment time, objectively reflecting companies' complaint handling performance throughout 2025.
A key issue highlighted involved a consumer who reported on December 7 that after calling a service center to inquire about a broken spoiler, they were advised to schedule a replacement via the official app. The consumer subsequently booked an appointment for the afternoon of December 12. However, upon arrival at the service center, they were informed that the part would not be replaced due to being damaged through personal use. The consumer questioned why the service could be scheduled via the app if it was ultimately not honored, especially after traveling nearly 200 kilometers round trip. Despite having already signed a repair contract, the service center still refused to proceed with the replacement. Tesla Motors received a total of 1,782 complaints during the period, with a response rate of approximately 60.33%.
By the end of 2025, the complaints platform had accumulated nearly 31.95 million valid complaints, with close to 24.75 million consumer disputes receiving responses from companies. The annual rankings are based on full-year data from 2025 and aim to fairly, objectively, and transparently reflect merchants' service attitudes and quality in handling consumer disputes. The goal is to encourage industry-wide improvement by highlighting companies with excellent service, thereby providing consumers with better shopping experiences and after-sales support, while also holding irresponsible companies accountable and offering guidance to shoppers.
The platform reminds consumers that it does not charge any fees for assisting with dispute resolution. Any claims requesting payment to resolve complaints on behalf of the platform or its partners are fraudulent. Consumers are urged to remain vigilant and report such accounts to official channels and law enforcement.
After filing a complaint on the platform, the resolution process involves direct communication between the consumer and the company in question. The platform does not proactively contact users to offer assistance with refunds. Consumers are advised to use only official channels for dispute resolution and to avoid trusting third-party agents offering refund services to prevent scams. Victims of fraud should report incidents to the police immediately.
Official channels for submitting complaints include the platform's official website, mobile app (available through legitimate app stores), and mini-programs within WeChat, Baidu, Alipay, Douyin, Kuaishou, and DingTalk. Suspected impersonator accounts should be reported to the platform's official email address.
To prevent personal information leaks and scams, consumers are advised to: carefully review complaint submissions for exposed private details such as names, contact information, addresses, or order numbers; avoid trusting private messages or comments offering alternative dispute resolution channels; refrain from sharing bank details, passwords, ID numbers, or verification codes; be cautious of unsolicited calls, especially those from international numbers; and note that legitimate refunds are processed through original payment channels—requests for transfers via QR codes or unfamiliar links should be treated with suspicion.
The platform currently accepts only complaints related to actual consumer transactions to better allocate resources and serve users effectively.