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Shops with no staff but plenty of technology open in Hong Kong amid smart city push, drawing mixed reviews from customers

First shoppers to try innovative model describe failed self-checkout, joy over no hard selling and a longing for intimacy

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Okashi Land pop-up snack store in Mong Kok is pioneering the grab-and-go unstaffed shop concept in Hong Kong. Photo: Dickson Lee

Li Lai-ngun, 65, was eager to embark on a new shopping experience at one of Hong Kong’s first shops without staff.

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The housewife picked out a T-shirt at the 4,000 sq ft pop-up shop a day after AlipayHK launched it in the Olympian City mall.

But technology failed her.

After more than five minutes of trying to pay via self-checkout, she was told that her two credit cards did not work. Unable to determine what had gone wrong, Li put the item back on the shelf.

 
Customers can enter the shops by scanning a QR code with their mobile phone. Photo: Dickson Lee
Customers can enter the shops by scanning a QR code with their mobile phone. Photo: Dickson Lee
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“At my age, I don’t think I need technology like this,” she said. “It’s not very complicated to use, but I want to feel secure when buying things.”

She noted she was unfamiliar with the app AlipayHK, which has signed up 1.5 million users in the city. The company is a unit of Ant Financial Services Group, an affiliate of Alibaba Group Holding, which owns the South China Morning Post.

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