HK consumer watchdog sees big surge in online shopping-related complaints

Hong Kong Consumer Council has recorded 28,338 complaints in last year for over HK$1 billion worth of grievances, with nearly two-fifth of cases (10,686 cases) related to online shopping. 

According to the latest figures of Consumer Council, the council received 28,338 complaints in 2022 in terms of local consumption, up 7% from the 26,506 cases in 2021, involving an amount of over HK$1 billion ($1,069,460,509). Last year, 54% of complaints were related to “Services” and 46% related to “Goods”, about the same ratio as in the past.     

The pandemic has accelerated the prevalence of internet shopping and the resulting rapid emergence of consumption complaints across a wide range of consumer goods and services. Last year, there were 10,686 consumer complaints about “internet shopping”, a YoY increase of 73% and accounting for 38% of total complaint cases, while the amount involved nearly doubled (92%) from the previous year, reaching over $36 million.

Last year, consumer complaints involving “Foods & Entertainment Services” rose three places to top complaint category with 3,128 cases recorded, a 43% YoY increase compared with the previous year. Complaints related to “Late / Non-delivery / Loss” accounted for the most complaints (806 cases), followed by “Price / Charges Disputes” (603 cases), and “Variation / Termination of Contract” (584 cases). Meanwhile, complaints relating to “Theme Parks” also saw a 459% increase from last year to 324 cases.

As the pandemic fluctuated, consumers continued to work and study at home early in the year, thereby increasing the time spent online. As such, complaints involving electrical appliances and telecommunications services continued to rank second (2,916 cases) and fourth in complaint numbers. The top three most complained-about electrical appliances were air conditioners (435 cases), televisions (350 cases), and washers/dryers (296 cases). Furthermore, complaints involving air purifiers and dehumidifiers increased by over 1 and 4.5 times last year.

In addition, complaints involving quarantine hotels last year led to “Travel Matters” becoming the third highest consumer complaints categories, which surged by 111% to 2,573 cases last year and recorded 74% rise in the amount involved to $17 million. Among this, the largest number of complaints was related to hotel bookings (1,093 cases), a surge of over 2.5 times (258%) compared to the previous year. 

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The pandemic has hit the retail and service industries hard, and the council received over 1,500 complaints each year in 2020 and 2021 due to shop closures. There were nearly 60% fewer cases in 2022, with 656 complaints and an involved amount of nearly $9 million. Almost half of these complaints were related to “Recreation / Health Clubs” closures (320 cases) with the highest amount involved ($4.9 million), followed by “Beauty Services” closures (70 cases) and “Wedding Services” (51 cases).

Unscrupulous sales practices by black sheep in the health and beauty industries have long been a source of consumer woes, and last year’s complaints involving “Recreation / Health Clubs” (769 cases) and “Beauty Services” (1,082 cases) decreased by 12% and 51% respectively. However, complaints involving sales malpractices by “Beauty Services” still amounted to 287 cases, and similar complaints against “Recreation / Health Clubs” recorded 70 cases. Despite the downward trend, the public should remain vigilant as unethical traders may take advantage of the gradual recovery of the society and deploy unscrupulous sales practices to coerce or lure consumers into making high-value prepayments.

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