The Consumer Council is urging claw machine operators to make improvements to the device to avoid disputes with customers.

The call came on the back of a surge in the number of complaints received by the watchdog over the devices in the past three years, with cases rising almost ninefold to 138 between 2023 and last year.

The highest amount involved in a complaint was HK$2,100, in which the prize that finally ended up in the hands of the complainant after spending all that cash was a toy that had been damaged.

Following intervention by the council, the claw machine shop operator issued a replacement toy.

In another incident, a customer spent around HK$200, with each game costing HK$5 per pop, before the claw was able to grab hold of a packaging box, only to find that it was empty.

When the customer requested an actual prize, the machine operator refused, saying the box was in the machine merely for decorative purposes.

The claw machine shop operator apologised following an inquiry by the council and gave a full refund of what the customer had spent.

Another customer alleged that the claw in a machine at yet another shop immediately loosened its grip on a plush toy right after he had managed to get a firm enough pickup, preventing it from being delivered to the prize chute.

The claw machine operator apologised to the complainant, who had spent HK$75 on the game, and offered him vouchers, which he refused to accept, calling the operating procedure "unfair".

The council said operators should clearly display their charges, prizes and winning conditions to enhance transparency, while also making their game settings less difficult and strengthening frontline staff training and customer service.

“Overall, the increase in complaints reflects not only the expansion of the market, but also the industry has yet to fully keep pace with consumer expectations,” said the council’s chief executive Alaina Shum.

“This is particularly evident in areas such as the game design, clarity of information, and after-sales support. As a result, complaints today are not only numerous but also often more complex.”

Shum said the council fully supports the government’s launch of a public consultation on stricter regulations of claw machines, saying they would improve consumer protection.


Edited by Tony Sabine