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Written by: Ouyang Dehao
2020-07-15 12:13
Last update date: 2020-07-15 12:13The outbreak of new pneumonia in Hong Kong is serious. Many people choose to eat at home, and the takeaway ordering platform is immediately popular. The Consumer Council pointed out that due to the surge in demand for take-out ordering services, the service may occasionally fail. In the past six months, nearly 170 complaints related to take-out ordering platforms have been recorded. Some consumers have cancelled their orders without taking food for 11 minutes. The Consumer Council recommends that consumers should pay attention to the terms of service and time limits for self-collection to ensure that the delivery address is correct to avoid misunderstandings and unhappiness.
The third wave of outbreaks in Hong Kong broke out, and the government announced that the restaurant will once again have a maximum of 4 people. (Photo/Photo by Li Zetong)
170 complaints accounted for the most delays, omissions or failure to deliver food
According to the Consumer Council, nearly 170 complaints related to takeaway food ordering platforms have been recorded in the past six months. Among these, complaints about delivery delays, omissions or failure to deliver food accounted for the most. Among them, there was a consumer complaint that when using the takeaway ordering platform to book two dinners, they chose to pick up at the restaurant because of the discount for self-collecting orders. Afterwards, the customer received a message from the take-out platform that the order was cancelled due to the failure to pick up the meal. After the arrival, the restaurant staff suggested contacting the platform to follow up, and finally asked the Consumer Council for assistance to assist the refund.
The takeaway platform provides the Consumer Council with its online meal ordering terms, which refer to customers who fail to receive food within 20 minutes from the time of pickup. According to the information, the consumer should take the meal at 8:22 at the latest, but the record shows that the order has not been picked up until 8:33, so the order is cancelled according to the terms, and the supplier is not responsible for providing the order. Will refund.
Failed to deliver food without entering the complete address
There are also a series of restaurants in the Tsuen Wan area where consumers enter the takeaway ordering platform. They can pay attention to the progress of the delivery after completing the payment. After a half an hour, they received a call from the delivery staff, pointing out that the selected restaurant is located at " "Kwai Fong", but Tsuen Wan is beyond the delivery range of the delivery staff, so no meals will be delivered. Afterwards, consumers could not find the hotline on the takeaway platform webpage, they could only ask for help in the "Help" section of the webpage, and then received an email reply, but believed that they did not respond to the question. After negotiations by the Consumer Council, the takeaway platform found that when ordering meals, Mr. Xu only entered the area where he lived instead of the full address, so the delivery staff could not deliver according to the address.
The outbreak of new pneumonia in Hong Kong is serious. Many people choose to eat at home, and the takeaway ordering platform is immediately popular. (Information Picture/Photo by Wu Weihao)
The Consumer Council calls on customers to verify the delivery address first and pay attention to the phone during the process
The Consumer Council recommends that consumers should pay attention to the terms of service and the time limit for self-collection. When choosing take-out or self-collection, they should pay attention to whether there is a time limit for self-collection to avoid being cancelled due to overtime. If it is expected that the meal cannot be taken in time, the restaurant should be notified as soon as possible. The Consumer Council also recommends that ordering platforms and restaurants should remind this important clause, and take into account the actual situation and deal with it appropriately and flexibly to maintain customer relations. The Consumer Council also pointed out that in 2017, it was found that there were takeaway orders delayed by more than half an hour, and there was no bargain indicating whether consumers can cancel orders or be compensated. Compared with the strict terms of self-orders, there are forgiveness. Yan Ren feeling.
The Consumer Council also recommends that consumers ensure that the delivery address is correct, and always pay attention to the phone. It means that many takeaway ordering platforms cooperate with the global positioning system. Customers can detect the location of the customer by turning on positioning, and automatically enter the delivery address. The default address of the customer's past order records. Therefore, before calling to confirm the order, you must verify the input of the complete food delivery address, and retain the screenshot of the order. At the same time, you should always pay attention to the phone during the waiting period so that the messenger can contact you.
In addition, the Consumer Council pointed out that takeaway food consumes a lot of plastic tableware. Consumers should bring their own tableware to reduce waste if circumstances permit, and urges suppliers to consider using recycled materials for tableware, or to provide discounts to customers who bring their own tableware To encourage.
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