Complaints over Hong Kong food delivery services increase, claims of potentially ‘misleading’ sales practices
- Complaints about food delivery services jump more than 30 per cent amid claims of misleading sales practices
- Consumer Council fields more than 520 complaints in first six months of the year
Hong Kong’s consumer watchdog has fielded new types of complaints about online food delivery services, including discounted self-pickup bills that are more expensive than dine-in prices.
The Consumer Council revealed on Monday it had received 522 complaints involving food delivery firms in the first half of the year, an increase of more than 30 per cent over the same period in 2021. The council also received a complaint that a firm charged membership fees for months after its app was deleted.
“Their sales practices may be misleading and may even convey to consumers an impression that they have been deceived,” said Lui Wing-cheong, vice-chairman of the council’s research and testing committee.
“Not only would this lead to disputes with consumers, but it may also damage the reputation of the platforms, causing an unanticipated loss.”
The council highlighted one disgruntled customer who ordered stir-fried beef noodles for self-pickup from a restaurant through a delivery service, which showed a discounted price of HK$59.20 (US$7.50). But when she collected the food she found that the original price of the dish was only HK$56 – HK$3.20 cheaper than the discounted price given by the delivery service.
The service involved, which was not identified, said it encouraged restaurants to set the same price for takeaway as dine-in meals, but the final decision was up to the business, which could lead to price variance.