Is it reliable to restore Xiaolu’s relationship? Xiaolu’s emotion causes users to lose both their lives and money.

Spend 9,800 yuan to save your love. Are you willing to try it? This is the third time that Ms. Liu signed up for the Xiaolu Emotional Team service. She paid 3,600 yuan and 3,800 yuan for the first two times, and 9,800 yuan for the last time. I originally hoped to go all out to win back my ex-boyfriend, but was "made" to cut off my last contact information.

Xiaolu Emotion is an emotional consulting platform that currently has dozens of tutor teams, such as Baimei, N Group, Huacheng Emotion, etc. The official website promotes that it can help people recover broken relationships, provide marriage repair, Services such as rescuing love, recovering from breakups, and separating mistresses. Ms. Liu, who is already an "experienced" user, suggested that "the quality of emotional counseling services varies, so do not blindly pay for consultations." She paid three times to get her back, but was completely blocked by her ex-boyfriend.

In order to get back her failed relationship, Ms. Liu searched for relevant information on Baidu and saw a lot of ads about repairing relationships. Finally, she chose to download the Xiaolu Emotion app. After briefly browsing, she was deeply touched by the many open emotional classes and articles posted there. “At that time, I felt that only they would understand my desire to win back, and my friends all advised me to break up.” She added the link to the tutor’s WeChat account and decided to take the next step. Paid consultation.

“I tried three times in one ***,” she told this magazine. “The team that only paid 3,800 yuan was more dedicated. For example, when I went out to eat and took photos, the other party would help me select, edit and edit the photos. They guided me to post on WeChat Moments, taught me how to write letters of apology and help with revisions, etc.; the 3,600-yuan team asked me to take a set of private photos and send them to my ex-boyfriend, but our last contact information, Alipay, was blocked; the 9,800-yuan team They only directed me to send a text message. All three teams verbally promised to help successfully win back my ex-boyfriend, but they all ended in failure. "Among them, the 3,600 yuan and 9,800 yuan teams were complained to by Ms. Liu due to poor service and difficulty in refunding. 12315 and other platforms. When receiving payment via QR code in a private chat on WeChat, the instructor verbally promised not to be included in the contract

Consumer dissatisfaction is mainly reflected in refunds, because the Xiaolu Emotion team does not sign the contract, and refunds are repeatedly blocked. Ms. Liu made all three payments by directly scanning the payment code privately sent by her tutor on WeChat. The price was customized by the tutor and directly sent to Beijing Meili Education Consulting Co., Ltd.

In addition to the arbitrary fees, many of its verbal promises have not been fulfilled. Ms. Liu is not the only one to report this problem. Mr. Henan Qing told this publication that his first tutor was fired for charging private fees. The new tutor has always emphasized that the existing price cannot reflect his strength, just like barbers of different grades. If you need better guidance, you have to pay more. At this time, Mr. Qing has already paid 1,888 yuan and 5,000 yuan. "Only receiving the audio and the name of the recommended book is not very useful. The tutor does not help guide the reply to the ex-girlfriend's message, but only gives directions for chatting. Additional money is required for chatting. The service promised by the tutor's voice has not been fulfilled. Often when I can't find someone, I apply for a refund and then move out the "Purchase Instructions". We always pay through the QR code where we can see the purchase instructions."

Ms. Liu emphasized the need for a contract when making the last payment. After she received it, she discovered that verbal promises such as "I will help you solve the problem in about 15 days" and "I will help you win back your ex within 20 days" were not reflected in the contract. Party A's service scope was summarized in one sentence: Party A's Party B provides complete emotional counseling, love counseling, image transformation and other business consulting services for a period of four months. "I didn't sign the contract and send it back. The contract and the voicemail said it was different."

There are aftershocks in love, so you need to be cautious about heating

Ms. Liu said frankly that she jumped in and felt Mentors are the last straw to save love, and I pin all my hopes on them. "I repeatedly read the successful cases of mentors in the circle of friends, especially when I heard the mentor's affirmative tone, I immediately paid." Afterwards, Ms. Liu believed that this type of emotional counseling service was not a good remedy for recovery. There were too many problems. For example, it was impossible to comment using one's own account, and it was impossible to help others correctly understand the quality of the team. Many people only paid a few dollars in loans and paid high consulting fees. In short, it is not as good as horoscope divination, at least it has a psychological comfort effect.

There are many consumers who agree with Ms. Liu. Mr. Cui from Dandong also reported to this publication that this type of emotional counseling activities are not targeted and are all the same routine. It is impossible for everyone to succeed. "A relationship also involves material conditions, spiritual aspects, etc., and it cannot be saved by words alone. I have paid money twice and found that some tutors are good, but some are fishing in troubled waters." He gave two examples. One was that the tutor asked He posted photos of him drinking coffee to Moments to improve his status. Secondly, he taught him how to put on makeup when going on a date. “Everyone can do whatever they want. There’s no point in posting photos of coffee. Unless you really don’t know how to do anything, who doesn’t want to go out to meet people?” Refresh yourself? ”

Xiaolu Emotion is affiliated to Beijing Meili Power Education Consulting Co., Ltd. The official website states that it was founded in 2013 and has 12 million registered members so far, with 3,000 experts stationed in Xiaolu Emotion. It is advertised that the team can help users who are in emotional distress to win back their exes, repel mistresses, improve their charm, get out of singles quickly, maintain relationships, etc. Tianyancha shows that it received Series C financing in February 2018, amounting to hundreds of millions of yuan. Investors include Weiying Capital, GGV Capital, Zhiyi Capital and Buhuo Venture Capital.

The industry needs autonomy, the market needs supervision, and consumers must consume rationally

In fact, today’s unbalanced and insufficient emotional counseling needs is a serious problem. Because today's young people generally lack love and marriage education and lack private channels for confiding, they tend to complain to strangers, which has given rise to various emotional counseling and education platforms. An emotional education platform with real materials is welcomed by the market. However, there is currently widespread confusion in the industry, no industry benchmarks, and inadequate supervision, leading to chaos such as excessive publicity, arbitrary prices, and no contracts.

Comprehensive complaint platforms such as Consumer Reports, Jucomplaints, Consumer Protection, Black Cat Complaints and Quality Miles Travel found that as of November 26, 2018, there were at least 170 complaints about Xiaolu’s emotions. The relevant complaints involve an amount of at least 730,000. The ratio of complaints between men and women is 7 to 3. According to Ju complaint data, more than half of the complainants believe that Xiaolu Emotion has false and misleading propaganda issues, and the rest are mostly due to issues such as overbearing terms and no refunds. The three provinces of Guangdong, Zhejiang, and Jiangsu have the most complaints.

Recently, the "2018 Third Quarter Consumer Complaints Analysis Report" released by the Guangdong Provincial Consumer Council pointed out that emotional service disputes are prominent issues, and complaints about online emotional consultation and marriage introduction services have become hot spots for complaints in the third quarter. The main problems focus on exaggerated publicity, inducing consumers to sign high-priced service contracts but failing to fulfill their promises; setting overbearing clauses, stipulating that if the contract is terminated for reasons other than those of the operator, all fees will not be refunded; after consumers pay relevant fees, they are perfunctory and passive. Fulfill contractual obligations, etc.

Analysis by the Provincial Consumer Council believes that with the change in social concepts of marriage and love, consumer groups for emotional counseling and marriage services continue to grow, but emotional service standards are difficult to quantify, and consumers and operators have high expectations for service quality and effectiveness. It is difficult to form a unified understanding and disputes are prone to occur between the two parties. At the same time, emotional services are less standardized and lack a specialized legal system. Once a consumer dispute occurs, consumers mainly rely on the contract to protect their rights. However, due to false publicity, unfair format terms and other reasons, it becomes more difficult for consumers to protect their rights, and consumer disputes increase.

Hu Zhanhong, deputy director of the Youth Marriage and Love Service Research Center of Guangzhou Youth Culture Palace, said in an interview with Consumer Reports that consumers need to consume rationally. Generally speaking, the higher the expectations for a platform, the more money will be spent on it. However, it is easy for there to be deviations between the expectations of marriage and love services and the commitments in service contracts. This must be understood clearly, otherwise the requirements will be too high. Although the payment is very expensive, it is actually beyond the scope of rationality. Everyone must be responsible for their own consumption. The Youth Marriage and Love Service Research Center of Guangzhou Youth Culture Palace can provide free emotional consultation services. The consultation hotline is: 020-83372411,

Lawyer Opinion

In response to the above complaints, Qiancheng Qizhi Law Firm Wu Lawyer Jia said in an interview with Consumer Reports: Oral agreements are also agreements. In this case, the agreement between the two parties can be deemed to be valid.

The key is whether the success rate promoted by the platform is true. If it is inconsistent with the actual effect promoted by the platform, it is a typical false propaganda, and consumers can request a full refund.

Secondly, Xiaolu Emotion proposes a "Purchase Instructions" in the app. If the consumer purchases the course through WeChat and has not seen the "Purchase Instructions" when paying, this clause will Naturally, the content cannot become the content of the contract between Xiaolu Emotion and the consumer to constrain the consumer's rights.

If Xiaolu Emotion engages in false propaganda or publicity that causes misunderstanding among consumers in the process of promising to provide consumers with services, thereby harming the legitimate rights and interests of consumers, consumers may request a refund from the operator. compensation. If it constitutes fraud as stipulated in Article 52 of my country's Contract Law, it will also lead to the invalidation of the contract, and consumers can directly request a full refund. However, the above claims need to be supported by sufficient evidence.

Consumption Warning

In order to avoid consumers stepping into the "pit" of emotional paid consultation, the Provincial Consumer Council provides consumers with the following suggestions:

In When encountering emotional problems, do not blindly believe in the promises of emotional consulting companies and matchmaking companies. You should carefully understand the qualifications and reputation of the company in advance;

Rational analysis;

Should make it clear when accepting services As for the service content and the results to be achieved, try to sign a written contract and list the agreed contents one by one;

Pay attention to retaining receipts, recordings, screenshots and other vouchers for future rights protection.