Consumer watchdog reports over 1,000 complaints against food delivery platforms last year

The Consumer Council said on Monday it received 1,146 complaints related to food delivery platforms last year, marking an 8 percent increase compared to the previous year. It also noted that 971 complaints were lodged in the first five months of this year alone.

The watchdog said among the cases, one complainant reported that their order was delivered to the wrong address, yet the app indicated the food had been "successfully delivered."

The customer endured a one-hour delay before finally receiving their meal. Despite the platform's compensation policy for late deliveries, the company refused to provide the promised HK$120 voucher, claiming its records showed the order was delivered within the stipulated time frame.

Instead, the complainant only received a HK$25 voucher as compensation.

In another complaint, a customer placed an order for pickup through a delivery platform but arrived to find the restaurant closed, with no way to contact the staff.

When the customer requested a refund, the platform refused, citing that the restaurant had already accepted the order, and only offered a HK$10 voucher as compensation.

In a separate case, a customer canceled their order within one minute of placing it, but the platform denied a refund, stating that the restaurant had "already prepared the food."

The Consumer Council has urged the industry to improve service quality and enhance transparency in system updates, ensuring real-time information on order acceptance and preparation status so consumers can make informed decisions.

Additionally, the council recommended that platforms consider adopting refund policies allowing cancellations within a reasonable timeframe, drawing inspiration from practices in other regions.

Such measures would increase flexibility, improve customer experience, and better protect consumer rights, it said.