My complaint:
Dear Sir / Madam,
This is a formal complaint against Lucky house, Birmingham, B634RR regarding their pricing policy. I’ve noticed that prices for food and drinks from lucky house are significantly cheaper in store compared to the prices on the Ubereats app. Such as one of the box meals is £19 in store, and it’s £23 on ubereats, there is a significant mark up in prices and they are in breach of the Consumer Protection and Unfair Trading Regulations 2008. Their prices are clearly stated in store, and the mark up in prices via ordering through online/apps, including Ubereats, is by 20-40%. Lucky house are in breach because they are intentionally misleading their customers via their sale tactics and inconsistent pricing policy, Lucky house are also not treating customers fairly and with honesty.
Please note: I do not give my consent for contents of my submission to be directly or indirectly shown, disclosed to Lucky house because they will know who I am, and my fear for my safety, the managers there Chi kwan chan and selena chan know people that will put me and my family in serious danger. You may abbreviate my submissions and photos I submit may only be disclosed if it is absolutely necessary.
My family and I have been ordering from Lucky house via Ubereats at least 1-2 times a week, as it’s my grandma that places the order, I was not aware of the price differences. My grandma passed away recently, and I went to lucky house on 13th May 2023 to order in store, instead of ordering via Ubereats, as we don’t have the Ubereats App installed. I was going to order our usual, the munchy box, family box, singapore chow mein, chips, curry sauce and an extra fried rice, I placed the order and paid. I was curious and downloaded the ubereats app whilst waiting for my food, I was shocked, frustrated and so angry that they have been overcharging us for so long! I have tried contacting ubereats via the app but they are very unhelpful and refused to deal with my issue.
I asked to speak to the manager and owner of Lucky house, Chi kwan chan and selena Chan, they were very rude, didn’t answer my questions and male boss told me that I am black listed and told me to leave, I argued with him, because I was still waiting for my order, I paid too. I asked them for a refund because they were rude, scammers, and have been unfairly over charging my family and other customers, they said they will only refund me 25% of my order because it has been cooked, I no longer wanted the food because of their unacceptable behaviour and terrible customer service. So I agreed to the refund of 25%, but they said, i have been black listed and will no longer serve me, and the food I ordered and paid for is not available anymore, the male boss came out of the front desk and yelled at me to leave. I wanted a copy of the receipt, but they prevented me from taking a copy of the receipt and did not allow me to take a photo of the receipt either.
If Ubereats fail to address Lucky Houses pricing policy and aggressive behaviour towards customers I will escalate this issue to trading standards and take legal action against Ubereats for not solving this major issue and for lucky house.
This has been happening for more than 9 months and is still happening.
I want Ubereats’ to immediately take action and resolve the issues listed above. I also want Ubereats’ to formally inform Lucky house their pricing policy is illegal and for them to immediately implement consistent pricing across all ordering methods, in person, online and via apps. As to not allow Lucky house to continue being in breach of Consumer Protection and Unfair Trading Regulations 2008, Lucky house should be prevented from taking further orders until their pricing has been corrected.
Please note: I will be in personal danger if my details and the contents of this matter is disclosed to Lucky house. You may rephrase my submissions, but I do not give consent my submission to be directly disclosed, in it’s original written state. They will know straight away who I am if direct disclosure of this statement as is, is shown to Lucky house.
I look forward to your response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.
Yours faithfully,
Charlotte
Suggested solution:
I want Ubereats\' to immediately take action and resolve the issues listed above. I also want Ubereats\' to formally inform Lucky house their pricing policy is illegal and for them to immediately implement consistent pricing across all ordering methods, in person, online and via apps. As to not allow Lucky house to continue being in breach of Consumer Protection and Unfair Trading Regulations 2008, Lucky house should be prevented from taking further orders until their pricing has been corrected.
