Consumer Council Electrical Complaints Surge 18.5% Amid Delayed Refunds and Fraud Cases
Crhk · 2 SOURCESabout 1 hour ago6 MIN
Summary
Hong Kong's Consumer Council recorded 1,432 electrical appliance complaints from January to July this year, representing an 18.5% rise compared to the same period last year, with 225 additional cases . The watchdog released the findings in its latest Consumer Council Report (《選擇》月刊第598期), featuring case studies that exposed retailers' evasive tactics when handling refunds and highlighting a Customs investigation that led to prosecution under the Trade Descriptions Ordinance .
Key Points
- Mr. Kwok purchased a double-door refrigerator for approximately HK$4,200 on December 23 at Store A, but the appliance failed to cool and produced unusual noises after installation .
- After multiple visits to the store and a technician confirming a refrigerant leak on December 30, both the retailer and distributor B Company shifted responsibility, leaving Mr. Kwok without resolution for over 10 days .
- Only after the Consumer Council intervened did the retailer arrange a full refund on January 9 and collection of the defective refrigerator on January 11 .
- Ms. Chu bought a washing machine for HK$3,900 on March 1 at Store C, paying cash after being promised same-day delivery, but the retailer then claimed the item was out of stock .
- When Ms. Chu demanded a refund, she was repeatedly postponed, eventually receiving a postdated cheque dated March 17 that bounced when she tried to deposit it .
- In a separate case, three victims purchased dehumidifiers or dryers worth HK$3,000 to HK$5,000 each from an online retailer claiming a physical outlet in San Po Kong's industrial building .
- Customs discovered the company's sole director had continued accepting payments even after the physical store was repossessed in 2020 for unpaid rent, and all communication channels had been suspended .
Why It Matters
The surge in complaints underscores growing concerns about consumer protection in Hong Kong's electrical retail sector, where retailers frequently pass the buck between distributors and themselves. The Consumer Council has called on the industry to establish clear refund and exchange policies, strengthen product quality monitoring, and improve after-sales service mechanisms to rebuild consumer confidence .
The surge in complaints underscores growing concerns about consumer protection in Hong Kong's electrical retail sector, where retailers frequently pass the buck between distributors and themselves. The Consumer Council has called on the industry to establish clear refund and exchange policies, strengthen product quality monitoring, and improve after-sales service mechanisms to rebuild consumer confidence .