The Black Cat Big Data Center has released its August data report, revealing that by the end of August 2026, the Black Cat complaint platform had received over 38.12 million valid consumer complaints cumulatively, with companies responding to over 29.69 million and nearly 25.28 million resolved. August alone saw over 640,000 new valid complaints. Drawing on consumer complaint data, the center has systematically reviewed and detailed the distribution, trends, and hot-button industry issues, offering an objective reflection of consumer market dynamics, trending public events, and corporate service quality.
In August, complaints targeting the hotel and homestay sector surpassed 2,000 cases, marking a near-20% month-over-month increase, with numbers tapering off in late August as the summer holiday season wound down. The grievances centered on booking cancellation hurdles, hygiene standards, and service quality. Complaints regarding shared (e-)bikes exceeded 7,000 cases, edging up 8.34%, with improper fees accounting for nearly three-quarters of the total, alongside numerous disputes triggered by mechanical failures. Fueled by the viral “first cup of autumn milk tea” meme, food and beverage complaints climbed past 5,200 cases for the month, up 11.85% month-over-month, with beverage merchants representing over 60% of all implicated food service businesses.
Hotel and homestay complaints climb nearly 20% month-over-month
August brought in over 2,000 complaints for the hotel and homestay segment on the platform, a 19.35% increase from July. Looking at the trend, complaint volumes saw a marked decline in the latter part of the month as the summer vacation period wound down.
No-show cancellation refusal accounts for over 40% of issues
A common thread among consumer grievances involved booking cancellations being rejected after guests failed to check in due to date selection errors or itinerary changes, making up 40.45% of all complaints. Hygiene-related issues followed at 18.51%, including unwashed bedding, insects in rooms, hair found on towels and bath linens, and strong odors from smoke or other sources. Additionally, 14.89% of complaints pointed to poor staff attitudes from hotel personnel.
Shared (e-)bike complaints top 7,000
With higher travel demand during the summer months, shared (e-)bikes, a common fix for the “last mile” commute, saw a steady rise in related complaints. The sector logged 7,056 complaints in August, up 8.34% from the prior month.
Improper fees approach three-quarters of shared bike complaints
Complaints in the shared (e-)bike category were largely tied to improper fee collection, representing as much as 73.88% of the total, with issues like unauthorized dispatch fees and billing errors from system malfunctions being particularly prevalent. Many users also reported mechanical failures such as brake malfunctions or unexpected power cuts mid-ride, forcing them to park nearby, with some incidents leading to injuries; these accounted for over 10% of complaints.
Start-of-autumn milk tea craze sparks complaint surge
August 7 marked the Beginning of Autumn, and the “first cup of autumn milk tea” internet trend fueled a spike in beverage-related grievances. That day alone, over 540 food and drink complaints were filed, pushing the monthly total beyond 5,200, a rise of 11.85% month-over-month.
Beverage merchants dominate over 60% of restaurant complaints
A total of 185 food service merchants received complaints in August, among which 94 were Chinese cuisine outlets, the highest merchant count, yet they accounted for just 8.31% of all complaints. In contrast, 41 beverage merchants drew a hefty 60.63% share. Fast-food outlets, numbering 17, came in second with 25.65% of complaints.
Finally, Black Cat once again reminds consumers: the platform resolves consumer disputes without any charges. Any entity or individual claiming to act on the platform’s behalf to charge for dispute resolution is impersonating or defrauding users. Please stay alert, report such accounts to the platform immediately, and contact local authorities. After filing a complaint on the Black Cat platform, the dispute is handled through direct communication between the concerned business and the consumer; no Black Cat customer service representative will proactively reach out to mediate or facilitate refunds. Always use official channels to address consumer issues and avoid trusting third-party agencies or individuals offering “agency refunds” to prevent scams. If you suspect fraud, report it to the police without delay. Official complaint channels currently available include the Black Cat complaint website (https://tousu.sina.com.cn/), the Black Cat complaint mobile app (download from legitimate app stores), and the Black Cat complaint mini-program (available via WeChat, Baidu, Alipay, and Douyin). If you come across counterfeit accounts, forward their details to the official Black Cat email: heimaotousu@vip.sina.com.
To safeguard against data leaks and fraud, please keep these points in mind: 1. Before submitting a complaint, review your text and image evidence for personal details like your name, phone number, address, order ID, or tracking number; blur or redact such information in any images. 2. Use official channels for dispute resolution, stay wary of private messages or comment sections offering alternate solutions or contacts, and avoid adding strangers via QQ or WeChat. Be especially cautious of promises like “priority handling for a fee” or “special channels to process refunds.” 3. Never disclose bank card numbers, passwords, ID numbers, or verification codes to strangers, and avoid sending payments via QR codes or unfamiliar links. If defrauded, contact the police immediately. 4. Be suspicious of calls from numbers starting with 00, and don’t trust displayed caller names easily. 5. Legitimate customer service will refund through your original payment method; if you’re asked to use QQ, Alipay, WeChat, or website links for a refund, proceed with caution, steer clear of providing personal data, and refuse any “unfreezing fees,” “verification fees,” or “deposits.” To focus resources on serving everyone effectively, Black Cat only accepts complaints related to real consumer disputes encountered during actual purchases, and we appreciate your understanding and support.