Customer Service Fail: More Than 40% of Group Buy Complaints Unresolved

In the spirit of the upcoming Consumer Rights Day (March 15), group buy tracking site Tuan 800 has published a report about customer complaints in the group buy sector during 2011. Tuan 800 is also a platform for customers to submit complaints to group buy operators, and it reports that over 2011 it received 11,812 complaints but that only 6,703 were ever resolved, meaning that more than 43 percent of group buy customer complaints from 2011 are still unresolved.

Perhaps not surprisingly, the top ten group buy sites performed the best, with a collective resolution rate of 71 percent. On the other hand, that’s down from 85.2 percent in 2010.

Of course, the complaints Tuan 800 accepted over 2011 are only a fraction of the total group buy customer complaints, as many, probably most, complaints were submitted directly to the group buy operator’s customer service department or even to the government. Beijing’s Industry and Commerce department, for example, saw group buy complaints skyrocket last year.

Still, Tuan 800’s numbers don’t look good, and many of the unresolved cases are likely to remain unresolved as more group buy operators face bankruptcy.

[Beijing News via Sina Tech, image via Shutterstock]