Consumer Rights

Posted by AimeeJ (19 days ago)

I recently brought something from a well known western food wholesalers in HK. When I opened it I realized that at least 4 of the packets were bad (smelt and tasted of damp/mould) even though they were in date. I didn't open the rest as I assumed they'd all be the same.

On returning them all to the store, they told me that they thought they were fine and so far have refused to replace or refund the items (I do have the receipt).

Do you have any rights here regarding this? I know in Europe/US they'd have just replaced them or offered a refund, but here in seems to by my problem that they are inedible.

Any ideas?

Thanks

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Posted by axptguy38 (19 days ago)

Don't know about your rights but HK in general is quite poor on returns/refunds. Not at all like Europe, or especially the US, where returns are treated as a normal part of doing business.

I have never had an issue returning bad product at our local supermarket, but I think that is more a question of good customer service than a general retail culture.

Posted by Starbucks2 (19 days ago)

I would complain to the manager of the store either in writing or in person and if no response to them then make a complaint through the Consumer Council. You may not get your money back but it will no doubt make you feel better.

Posted by Craig Shergold (19 days ago)

If you have some bad product from Wellcome or PnS they will instantly replace it.

Posted by sleepnaked (19 days ago)

There is always the "Make a scene" approach to this. Go in the shop and keep asking for a manager and then his/her manager and make a lot of noise until someone takes you into the office. Make sure it's on a really busy day and keep shouting how unacceptable the service is.
The last last thing any retailer wants is a customer complaining in the middle of their busy shop.
Hate to bring it down to that level but sometimes these places need it and in fact it can help them in the long run.

Posted by AimeeJ (18 days ago)

Thanks for all the advice - I spoke to the manager - They just don't care, though I've heard it about this place before (it's not PnS or Wellcome, it's a stand alone store that stocks American products wholesale in central/sheung wan).

I've tried to find out who the holding company is or if it has anything to do with the US shop whose products it stocks so I can complain to someone else, but there's not much about it.

It's not even about the money - just that they were so rude and kept telling me it was my problem.

Posted by theworld (18 days ago)

Why just not name the shop for others to know about it. I presume its Gateway?

Posted by AimeeJ (18 days ago)

You'd presume correctly!

Posted by p.mason (18 days ago)

Report the shop to the Centre for Food Safety: http://www.cfs.gov.hk/english/multimedia/multimedia_pub/multimedia_pub_pm_flhk.html. A visit from them should make their day. Keep the food in fridge for inspection.