Last year, the fresh e-commerce track was full of good news, both the good news of the listing of the track runners "Daily Excellent Fresh" and "Dingdong Buy Vegetables", and the bad news that "Dumb Radish" announced the closure of business, "Meicai.com" was exposed to layoffs and business contractions, etc. At the same time that various enterprises attacked the market development strategy, the rear also gradually exposed the lack of front-end and back-end coordination, and there were problems such as soaring orders, untimely delivery, shortage of goods and commodity quality.
In this context, on January 17, 2022, based on the big data of dispute cases of 413 Internet consumer platforms across the country accepted by "Teleport Bao" in 2021, the E-commerce Research Center of the Network Economic Society released the "2021 China Fresh E-commerce Consumer Complaint Data and Typical Case Report".
A number of fresh e-commerce companies were selected for the complaint list
From the complaints accepted, according to the number of complaints from high to low, the ranking of the fresh e-commerce platforms complained of is Dingdong Buy Vegetables, Yiguo Fresh, Daily Excellent Fresh, Ben Life, SF Preferred, Hema Fresh, Xingsheng Preferred, Pu Pu, Jingdong Dajia, Meicai.com, Flowerplus Huajia, Shihui Tuan, Yonghui Supermarket, RT-Mart Excellent Fresh.
Among them, the original life was rated as "cautious order", Dingdong Buy Vegetables, Yiguo Fresh, Daily Excellent Fresh, SF Preferred, Hema Fresh, Xingsheng Preferred, Pu pu, Jingdong Dajia, Meicai.com, Flowerplus Huajia, Shihui Tuan, Yonghui Supermarket, and RT-Mart Excellent Fresh were "not rated".
In addition, affected by the epidemic, the community group buying field closely related to fresh e-commerce has also been "hot in the sky", in this fresh game about several bundles of cabbage and a few pounds of fruit, in addition to multi-point Dmall, you and I, food enjoyment club, carrot, ten hui group, neighbor one, Yipin fresh, squirrel spelling, daily tao and other "homegrown" community group buying e-commerce, Ali's box horse preferred (Taobao buy vegetables), Pinduoduoduo Giants are in the middle of the game. And now there is "turmoil" in community group buying, such as the closure of carrots, the bankruptcy of Tongcheng life, the squirrel spelling and the food sharing will go to the empty building, the ten hui group layoffs to survive, and the orange heart preferred a large loss...
Fresh e-commerce has not yet formed an efficient profit model
Refund problems, product quality, delivery problems, overlord clauses, after-sales service, false promotions, order problems, customer service problems, online fraud, online counterfeiting, food delivery overtime and other issues are the main problems of fresh e-commerce complaints in 2021.
Shanghai, where users complaining about fresh e-commerce, is the highest, accounting for 28.26%,, followed by Jiangsu Province and Zhejiang Province, accounting for 10.87% each, and the third is Guangdong Province and Hubei Province, accounting for 8.70% each.
In 2021, there are people on the fresh track who are happy and some are sad, with the listing of daily excellent fresh and dingdong groceries, investors have greatly encouraged confidence, but with the succession of accidents in the track enterprises, if there is no strong corporate support behind it, the fresh track can be described as "wailing".
In this regard, Chen Hudong, a special researcher of the E-commerce Research Center of the Network Economic Society, believes that in essence, fresh is a money-burning industry, coupled with the timeliness of fresh, the matching of the back-end supply chain, regional and many other requirements are very high, so although the industry as a whole is now fiercely competitive, it basically has not formed an efficient profit model, and there are many problems to be solved.
A number of fresh e-commerce companies have been "complained"
According to the monitoring data of "Dianshubao", in 2021, "Dingdong Buy Vegetables" under Shanghai Yibaimi Network Technology Co., Ltd. received a total of 15 consumer ratings, all of which were rated as "not rated".
In 2021, the main complaints of "Dingdong Buy Vegetables" are product quality, overlord clauses, refund problems, false promotions, after-sales problems, refund problems, etc.
Monitoring data shows that in 2021, "Yiguo Fresh" under Shanghai Yiguo E-commerce Co., Ltd. received a total of 12 consumption ratings, all of which were rated as "no rating". At the same time, "Yiguo Fresh" has problems such as refund problems, delivery problems, and customer service problems. The main problems of complaints are refunds, delivery, customer service, orders, etc., and the complainants are concentrated in Shanghai, Sichuan, Jiangsu and Liaoning.
In 2021, "Daily Excellent Fresh" under Beijing Daily Excellent Fresh E-commerce Co., Ltd. received a total of 9 consumption ratings, all of which were rated as "unrated". The main problems of complaints are product quality, overlord clauses, false promotions, refund problems, etc., and the complainants are concentrated in Shanghai, Beijing, Jiangsu and Shaanxi.
Upstream journalist Yang Ye