Hong Kong’s fifth wave saw 82 per cent spike in consumer complaints related to online shopping in first quarter of year

• The number of complaints related to internet shopping soared to 2,669 in the first three months of 2022, up from 1,463 in the same period last year
• The surge in issues with food-ordering platforms was one of the main factors behind the overall rise

Hong Kong’s fifth wave of Covid-19 infections fuelled an 82 per cent surge in the number of online-shopping-related complaints filed to the city’s consumer watchdog over the first three months of the year.

Figures provided by the Consumer Council earlier this week show that the number of complaints related to internet shopping soared to 2,669 in the first quarter of 2022, up from 1,463 in the same period last year.

Complaints related to online orders for food and drink rose by 111 per cent, to 236, during the same time frame.

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There were 210 complaints about online purchases of electrical appliances, 214 pertaining to clothing and apparel, and 269 related to eateries and entertainment services.

Francis Ho, head of the council’s complaints and advice division, said the surge in issues with food-ordering platforms was one of the main factors behind this year’s overall rise.

“In most of these complaints, consumers placed their orders online, but no delivery was made to them,” he said.

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With malls mostly closed, Hongkongers have become more accustomed to shopping from home during the pandemic. Photo: Nora Tam

Many of the other complaints received were about delays and price disputes, while others were related to the quality, colour and size of products not corresponding to their descriptions online.

During the pandemic, Hongkongers have become more accustomed to shopping from home, with many platforms seizing the opportunity to create viral buying trends, according to the watchdog.

Ho cited one complaint in which a consumer paid HK$1,000 (US$128) to buy two king crabs, but no delivery was made. The online “trader” could not be contacted.

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In Hong Kong, consumers who have disputes with online traders may seek help from the watchdog. The council would help complainants and traders to resolve their disputes. In cases that involve suspected illegal conduct, the council would seek consent from complainants and refer the cases to law enforcement authorities, such as the police force, for follow-up.

According to police, reports of online shopping fraud rose by 268 per cent to 6,120 last year from 1,663 in 2017. The amount of money scammers made has also increased, going from HK$29.7 million in 2019 to HK$71.5 million in 2021. The force handled 6,678 cases in 2020 involving HK$122 million in losses.

Last year, a local medical supplies company was swindled out of HK$15 million. Police began investigation after receiving a report from its director in February last year.

The investigation showed the firm’s director met two Taiwanese women and one Thai man via friends in August 2020, and he was told the trio could help buy 600,000 boxes of surgical gloves from Thailand, according to the force.

As instructed, the director transferred HK$15 million into a bank account in Thailand in September and October. He realised it was a scam as no goods were delivered to the company and he was unable to contact the three suspects.

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A HKTVmall physical outlet at Yau Tong. Police have urged consumers to patronise reputable online sellers and trade face to face whenever possible. Photo: Dickson Lee

Superintendent Fan Chun-yip of the force’s cybersecurity and technology crime bureau said online scammers posing as sellers offered rapid antigen test kits and medication to treat fevers in February in an attempt to trick residents into buying the products, which were not delivered.

“As a result of the stabilised supply of anti-epidemic products recently, fraudsters then targeted victims by selling snacks, drinks and electrical appliances,” he said.

He said victims realised they were conned when they did not receive the goods after making payments and they were unable to contact the “sellers”.

Fan said scammed money was usually funnelled out of Hong Kong, making it difficult for police to track it down.

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He also warned that social media pages used by scammers to advertise a variety of products and attract targets were regularly changing their names and contents in an effort to cheat more consumers.

Last year, the bureau mounted four major operations against online shopping fraud with various police districts and arrested 223 people in connection with 1,155 cases involving HK$7 million.

Police urged consumers to patronise reputable online sellers and trade face to face whenever possible.

Those in doubt about suspicious online activities are advised to call the Anti-Scam Helpline at 18222 or to report crimes to police.

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