Hong Kong sees 30pc increase in complaints against food delivery platforms

The consumer watchdog recorded 522 complaints against food delivery platforms in the first half of this year, 30 percent more than the number of complaints they received during the first half of 2021.

The Consumer Council noted that complaints involving food delivery platforms have been on the rise in recent years, as a result of social distancing measures and dine-in restrictions leading to an upsurge in demands for such services.

Apart from old issues such as wrong or delayed delivery, the watchdog said some platforms’ monthly subscription plans or membership schemes have also caused new disputes, becoming a cause for concern. 

“For instance, some platforms offered monthly subscription plans with various discounts, but the discounted self-pickup price was more expensive than the dine-in price,” it said.

The watchdog also said one customer was still charged a monthly fee on their credit card account despite having deleted the ordering app that claimed to provide a free trial within the welcome offer period.

Commenting on such cases, the council said it is understandable for food delivery platforms to offer various concessions or membership schemes to capture the market share, but it stressed their sales practices may be misleading and may even convey to consumers an impression that they have been deceived.

“The Council urges food delivery platforms to strengthen price transparency and set out the various charges and related terms and conditions clearly so that consumers can make informed choices and gain confidence towards their services,” a Council statement wrote, adding that consumers should, at the same time, pay attention to the prices, terms and conditions of the offers on different platforms.