Singaporean Tourist Overcharged for Herbs in Hong Kong Pharmacy

A costly lesson in unclear pricing

A family shopping trip in Hong Kong turned into an expensive ordeal when a visitor from Singapore was charged HK$30,400 (about US$3,908) for a selection of herbs after a pricing unit switch that she did not spot. The case has reignited concern about aggressive sales conduct in some pharmacies and medicine shops, and it comes at a time when consumer complaints remain high. Hong Kong’s Consumer Council recorded 548 complaints about questionable practices in pharmacies and medicine shops between January and August this year, only slightly below the 556 cases logged in the same period last year.

According to details shared with the local watchdog, the tourist entered the shop looking for facial cleansers with her family. A salesperson steered the conversation to herbal supplements, promoting products such as milk thistle and dangling a buy 80 get 5 free deal. The weight shown for the herbs was 0.85, the price tag displayed a figure such as 380, and the salesperson never explained the pricing unit. The visitor assumed the tag meant HK$380 per tael, did a quick mental calculation that the total would be a few hundred dollars, and agreed.

Only after the clerk ground the herbs into powder did the language shift. The shopper was told the price was per mace rather than per tael. In traditional Chinese measurements used in the trade, a tael is 37.8 grams, and a mace is one tenth of a tael (3.78 grams). A switch from tael to mace multiplies the effective price tenfold. Faced with a large bill and reluctant to argue in front of her children, the woman paid.

Documentation later became crucial. The shop initially offered a partial refund, then, after mediation by the Consumer Council, agreed to a full refund upon return of the products. The Council highlighted familiar hazards that appear in complaint files: small or unclear unit labels, imitation products, and packaging or signage that can mislead. It urged traders to make units and totals explicit before checkout and to issue receipts that reflect quantities and units. Shoppers were reminded to verify measurement units, clarify the full price, and favor reputable businesses that display the current No Fakes pledge sticker.

How unit switches turn small purchases into huge bills

Herbal and dried goods shops in Hong Kong sometimes use traditional Chinese units. One catty equals 16 taels. One tael equals 10 mace. In metric terms, a tael is 37.8 grams and a mace is 3.78 grams. When a price tag reads a number without a clearly stated unit, many visitors assume the unit is a larger one such as tael or even catty. That assumption can be exploited if the shop later claims the unit was a smaller one, often mace. Since a mace is one tenth of a tael, the total cost becomes about ten times what a customer expects for the same weight of goods.

Confusion grows once the product is altered. Staff may offer to grind herbs into powder or slice dried goods before a total is read out. Once goods are processed, customers feel locked in and less able to walk away. This kind of friction tends to push people toward paying even if they feel uneasy. Receipts can then record the shop’s preferred unit, making disputes harder unless the customer has photos of the price labels or a written confirmation of the unit before processing.

From tael to mace: a common trap

In practical terms, a simple switch from tael to mace can turn a purchase that looks like a few hundred dollars into several thousand. The problem is not the use of traditional units, which remain common in the trade, but how units are shown. A large font for the number and a faint or tiny label for the unit causes confusion. Combined with a quick move to grind or package the goods, a buyer can be presented with a surprise total and little room to contest it on the spot.

Complaints are frequent, and tourists are prime targets

Complaint data shows a persistent pattern. The Consumer Council counted 548 complaints related to pharmacies and medicine shops between January and August, a level on par with the previous year. Many cases involve visitors and cluster in busy districts that attract tourists. The watchdog has a record of naming traders that repeatedly feature in complaints. In past announcements it described cases where visitors paid sums far above mainstream retail rates after unclear unit labels, last minute price switches, or distracting sales talk that masked the final total.

After borders reopened, the Council reported a renewed surge in cases about certain Chinese medicine shops in popular shopping areas. It noted that most complaints about these traders came from visitors, while locals accounted for a smaller share. Some businesses have faced exposure more than once, and consumer advocates have warned that a few shops rebrand or change ownership while continuing similar conduct.

In a recent statement, the Consumer Council pressed the trade to put transparency ahead of short term gains. The body said retailers should avoid ambiguous unit displays and must explain prices before any processing of goods or payments take place.

The Council calls on the industry to abandon misleading sales tactics and uphold integrity to protect Hong Kong’s reputation as a shopping destination.

What authorities can and cannot do

The Consumer Council is a statutory body that assists shoppers, but it does not itself prosecute. It handles complaints, mediates disputes, and refers cases. If a trader appears to have misled customers about price or quantity, the matter may fall under the Trade Descriptions Ordinance. Enforcement of that law rests with Hong Kong Customs. The Ordinance outlaws false or misleading statements about price, quantity, or composition. Convictions can lead to heavy fines and prison terms. That enforcement path is separate from the Council’s mediation and often takes longer.

For most individual cases, outcomes hinge on evidence. A clear photo of the price label, a note of the unit discussed before payment, and an itemized receipt that shows units, weights, and per unit prices can change the conversation. If the only record is the shop’s invoice after the goods were ground or sliced, banks and card networks may side with the merchant in a charge dispute. That is why consumer advocates stress preparation before any processing or payment.

Why some cases drag on

Cross border shoppers sometimes return home before a dispute can be resolved, and that can slow everything from mediation to enforcement. Complaints may involve several parties, including the retailer, the card issuer, and authorities. Some shops rebrand or switch ownership frequently, which complicates follow up. Consumers have the best chance of a quick remedy when they act in the shop, ask for a written breakdown, refuse processing until the total is confirmed, and capture photos of labels and scales. If a problem arises, they can approach staff calmly, request a manager, and contact the Consumer Council or Customs for help if needed.

Red flags to watch for in medicine shops

Sales practices reported in complaints tend to follow patterns. A friendly greeting and a discount offer may lead to multiple add ons. Staff draw attention to a price but speak softly about the unit. A promise to grind herbs or slice dried seafood is presented as a courtesy. When shoppers ask about totals, responses can be vague until the goods are processed, at which point a large bill appears. Recognizing these signals can help visitors pause before committing.

Common tactics reported

Shoppers and consumer bodies have pointed to recurring tricks. If one or more of the signs below appear, stop and ask for a clear line by line total, including units, before agreeing to anything.

• Unit labels in tiny or pale font next to a large price number.
• Prices quoted per mace or per candareen instead of per tael or per catty, without clear explanation.
• Clerks who avoid stating the unit even when asked, or who reply with a rapid stream of figures.
• Offers to grind, slice, or package goods before the total price is agreed or printed.
• Complex deal language such as buy 80 get 5 free without a clear final price in writing.
• Staff who distract with free samples or gifts while the scale reading and calculation happen out of view.
• Receipts that show a lump sum only, with no breakdown of units and weights.
• Packaging or branding that resembles well known products but is not the same item.

An honest shop will explain units in plain terms, write the per unit price and total before any processing, and invite the customer to verify the scale reading. Any trader that resists these steps should be treated with extra care.

How to protect yourself and respond if overcharged

Before you buy, ask the clerk to write the unit and per unit price next to the item name, then confirm the exact total in front of you. Point to the unit and say it out loud to avoid any mishearing. If the shop uses traditional units, request the metric equivalent in grams. Do not allow grinding, slicing, or sealing before you have the total in writing. Photograph the price label and the scale display. Keep all packaging, labels, and receipts. Pay with a card rather than cash if you can, since card payments provide dispute channels. Favor reputable traders and check that any No Fakes pledge sticker shows the current year.

If a dispute happens

Stay calm and ask for a manager. Request a written breakdown that lists the unit, the per unit price, the weight, and the total. If staff insist on a unit you did not agree to, point to your photo of the label or any written confirmation you have. If you feel threatened or prevented from leaving, call the police. If you can leave safely, contact the Consumer Council for mediation and consider reporting the case to Hong Kong Customs, which investigates possible breaches of the Trade Descriptions Ordinance. For card payments, notify your card issuer promptly and submit all photos and receipts.

Understanding the No Fakes pledge

The No Fakes pledge is a quality mark displayed by businesses that promise to sell genuine goods and respect intellectual property rights. It is not a guarantee of low prices or perfect service, but it is one helpful signal when choosing where to shop. Check that the sticker is valid for the current year and that the store name matches the certificate. Combine that with your own checks on units and totals before you buy.

Why this matters for Hong Kong tourism

Visitors come to Hong Kong for food, shopping, and trusted service. A small number of shops that use confusing price displays or press aggressive sales erode that trust and can cast a shadow over the wider retail scene. Consumer advocates argue that clear unit labels, upfront totals, and accurate receipts are simple fixes that protect both buyers and honest traders. When problems still occur, transparent mediation and strong enforcement signal that the city values fair dealing. The case that drew attention this week ended in a refund after mediation, and it has already prompted fresh reminders from authorities and industry groups about clarity at the counter and respect for customers.

Key Points

• Visitor from Singapore paid HK$30,400 for herbs after a unit switch from tael to mace was revealed only at checkout.
• Consumer Council handled the complaint and, after mediation, the shop agreed to a full refund upon return of goods.
• The watchdog logged 548 complaints about pharmacies and medicine shops from January to August, close to the previous year.
• Ambiguous unit labels, quick processing of goods, and misleading packaging are recurring issues in complaint files.
• Traditional units matter: one tael is 37.8 g, one mace is 3.78 g. A switch to mace can multiply the final bill.
• Consumer Council mediates, while Hong Kong Customs enforces the Trade Descriptions Ordinance in suspected deception cases.
• Shoppers should verify units, demand a written total before processing, keep receipts, and favor reputable stores with current No Fakes stickers.