Consumer watchdog names and shames milk-powder trader over dodgy online practices

Baby products company exposed after watchdog receives 91 complaints involving HK$285,000

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Professor Angela Ng and Gilly Wong of the Consumer Council name and shame Birth Enterprise on Tuesday morning. Photo: Edward Wong

Published: 11:45am, 8 Jul 2014Updated: 4:21am, 9 Jul 2014

In its first action involving internet sales, the Consumer Council has named and shamed a company selling infant formula online for unethical practices.

The council received 91 complaints involving HK$285,000 against Birth Enterprise, a company registered in Hong Kong, from May last year until June this year.

Birth Enterprise sells milk powder and other baby products through its website, birth.hk Most of the complaints were related to non-delivery or partial delivery of goods, unnecessary delays and failure to provide full or partial refunds. In some cases, it persuaded customers to buy less popular brands after accepting their orders and payments.

The operator has also gradually removed crucial contact information from its website, the council said. Instead of a hotline telephone number, only a mobile phone number is provided, and the company's business address in Hong Kong has been deleted.

All of the company's victims were from the mainland and ordered milk powder from the website.

Council member Professor Angela Ng Lai-ping said customers had found it very difficult to reach the company with their complaints.

One complainant ordered 36 tins of milk powder for her son in June last year, paying HK$8,640. Birth Enterprise said it would take two to three weeks to deliver the goods, but the woman had only received two tins to date.