Hong Kong's tourism industry has fully recovered post-pandemic, with visitor arrivals exceeding 23 million in the first half of this year. Pharmacies and drugstores have once again become popular shopping destinations. However, the Consumer Council today (Sept. 15) reported a surge in complaints against these establishments, citing continued use of controversial sales tactics. These include misleading pricing practices—such as switching between traditional Chinese weight units (e.g., "catty" to "tael" or "tael" to "mace")—and pushing products with packaging highly similar to well-known brands, leading to consumer confusion. In some cases, receipts did not match the quantity of goods purchased, and merchants refused refunds, blaming point-of-sale system errors.
The Council highlighted three recent cases:
Case 1: A Singaporean tourist purchasing facial cleanser at Pharmacy A was persuaded to buy herbs. Assuming the total cost was around HK$300, the customer agreed, but the staff ground the herbs into powder without clarifying the pricing unit or total cost, then demanded HK$30,400. The customer alleged the unit was misleadingly switched from "tael" to "mace." After Council mediation, Pharmacy A issued a full refund.
Case 2: A mainland tourist asked Pharmacy B for Angong Niuhuang Wan (a popular Chinese medicine) and was sold three boxes for HK$2,640, believing it was their preferred brand. Upon returning home, they noticed the manufacturer's name differed by one character, despite nearly identical packaging bearing the words "Beijing" and "Angong Niuhuang Wan." Suspecting counterfeit products, they sought help from the Council and eventually received a refund with the receipt.
Case 3: A mainland tourist bought one six-bottle box of Huoxiang Zhengqi Shui (a traditional medicine) and other items for HK$305 at Pharmacy C. The receipt, however, listed a 12-bottle box priced at HK$170, suggesting overcharging. The store blamed a system error and initially refused a refund, but eventually returned HK$85 after Council intervention.
The Council emphasized that such practices not only tarnish the image of Hong Kong's retail and tourism sectors but also undermine tourist confidence in the local consuming environment. Despite the Council's public condemnation of four pharmacies for unfair practices in 2023 and repeated enforcement actions by Hong Kong Customs, similar issues persist.
The Council urged pharmacy and drugstore operators to clearly display prices and pricing units for herbs and specialty products, proactively explain them before transactions, and ensure accurate receipts—key evidence in resolving disputes. Merchants should provide the exact products consumers request and specify their origin and price upfront. The Council called on the retail industry to abandon misleading tactics, operate with integrity, and uphold Hong Kong's reputation as a "Shopping Paradise."
Tips for Consumers:
Clearly state your preferred brand and product, carefully compare items for authenticity, and confirm details before payment.
Check receipts immediately after purchase and raise concerns on the spot if needed.
For herbs or specialty products, confirm the pricing unit and total weight beforehand. If uncertain, pause the transaction before allowing cutting or grinding.
Consult registered Chinese medicine practitioners for prescriptions; avoid unregistered diagnoses.
Look for HKC-registered numbers (e.g., HKC-XXXXX) on Chinese medicine labels.
For unresolved disputes, contact the Consumer Council. Report suspected unfair practices to Hong Kong Customs.
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