E-menus not so palatable for some customers amid price rows - Hong Kong Standard

Some 30 percent of 1,500 complaints about restaurants involved disputes over price differences between what is shown on the menu and customer bills, the Consumer Council said.

The watchdog said discrepancies between the printed menus and e-menus have become a common source of dispute, as contactless ordering via mobile phones rose in popularity during Covid.

In one case, the e-menu stated HK$0 for the service charge, but when the diner paid the bill, she was asked to pay a 10 percent service charge.

She filed a complaint to the watchdog and requested a refund.

The restaurant explained to the watchdog that it has always imposed a 10 percent service charge from 6pm onwards, but this extra charge did not show up in its ordering system.

The restaurant later made a refund to the complainant and said it has informed their system supplier to rectify the e-menu. The watchdog reminded the restaurant that it must display charges prominently on the menu and on any in-store signage, as well as to update the ordering system.

At another restaurant, a customer said a set on the e-menu showed a cost at HK$228, but he was charged HK$288 when paying the bill.

The restaurant staff explained that HK$288 is the correct price and the e-menu was not updated. The eatery apologized to the customer and offered him dessert as compensation.

But the customer filed a complaint as the e-menu showed that it was updated on the same day and he believed the restaurant was involved in unscrupulous sales practices.

The restaurant later agreed to refund the difference and the 10 percent service charge to the complainant.

Another complainant was served hot water unprompted when dining in, but he was charged HK$20 for "Chinese tea" on the bill, with the restaurant staff saying hot water was classified under "Chinese tea."

Despite the order stating that "tea and condiments will be charged," the complainant said it is generally understood as hot tea and sauces, while the English version of the order form specified that prices exclude condiment and tea charges.

But he failed to get a refund as the restaurant told the council that a separate menu was placed on the table stating that "Chinese tea/hot water" costs HK$20 per person.

The council said restaurants should test their online ordering system before launching it and update it regularly. Restaurants may also be liable under the Trade Descriptions Ordinance if they provide incorrect or have missing price information to customers.

The council's chief executive Gilly Wong Fung-han said restaurants should specify charges clearly and accurately, as customers rely on such information to make purchases.

"While we support the deployment of technology to enhance their operation, restaurants also have to be flexible to accommodate the needs of the vulnerable - especially the elderly and people with disabilities - as their IT literacy may not be adequate," Wong said.

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