Consumer watchdog receives 12 complaints after Deliveroo's exit from HK market

The Consumer Council has reported receiving 12 complaints related to Deliveroo following its recent announcement to exit the Hong Kong market, with the consumers concerned that they cannot enjoy the new deals provided by their transfer to Foodpanda and some preferring to receive refunds instead.

The complaints, totaling approximately HK$5,000, emerged after Deliveroo disclosed plans to sell parts of its assets to rival delivery platform Foodpanda.

Deliveroo's existing customers and delivery personnel are being offered the option to transition to the Foodpanda platform to continue receiving services.

This transition comes with a promise from Foodpanda to provide Deliveroo's paid members a six-month free membership as part of the arrangement.

However, concerns have arisen among some consumers, particularly those who already possess Foodpanda accounts, about their eligibility to enjoy these benefits. Additionally, there are customers reluctant to switch to Foodpanda, seeking refunds for their purchased Deliveroo memberships instead.

Gilly Wong Fung-han, Chief Executive of the Consumer Council, highlighted that the memberships are set to automatically renew after the initial six months, a point of contention among consumers.

Wong emphasized the need for platforms to respect consumer preferences, allowing them to decide whether to extend their membership rather than enforcing automatic renewal.

Wong has urged Foodpanda to engage in prompt communication with Deliveroo users to clarify the details of the transition and address any concerns.

She also called on both Deliveroo and Foodpanda to ensure that the handling of customer personal data during the transfer complies with privacy protection standards.

The consumer watchdog stated that it is maintaining close communication with Foodpanda and plans to release more details as the situation develops.