Research Question/Issue: This study investigates whether and how political connections affect customer complaints in the Chinese market, using a comprehensive dataset from the country’s largest online complaint platform. Research Findings/Insights: Analyzing 22,644 firm-year observations from 2018 to 2023, we find that politically connected firms experience significantly fewer customer complaints. A one-unit increase in political connection strength is associated with a 9% reduction in complaints relative to the sample mean. This effect operates through two primary mechanisms: a reputation-motivation channel and a financial resource channel. The mitigating effect is more pronounced for firms in highly marketized regions, those with higher advertising expenditures, companies facing greater earnings pressure, and those with lower tangible asset ratios. Theoretical/Academic Implications: Our study contributes to the literature on political connections and corporate governance by demonstrating how political capital translates into tangible consumer experience advantages. It also advances research on the determinants of customer complaints by highlighting the role of internal governance mechanisms, particularly managerial political ties. Our findings support the Corporate Reputation and Financial Resource Hypotheses while challenging alternative explanations based on regulatory shielding or managerial complacency. Practitioner/Policy Implications: For corporate leaders, our results underscore the importance of reputation management and quality investment, particularly when political connections are absent. Policymakers should consider strengthening public monitoring institutions to reinforce reputational incentives across markets. Investors may use customer complaints as an indicator of product quality and operational stability in their investment decisions.