"Cutting Ties with Coupang Eats" 'Shrimp Tempura Power Abuse' Victimized Store Sighs

Bereaved Family "Employee Saw Mother Crying" Outraged
Self-Employed Gather in Front of Coupang Headquarters Demanding "Refund Policy Establishment"
Coupang Eats "Apologize for Not Providing Adequate Support"

A snack bar operated by a store owner who recently passed away due to verbal abuse from malicious customers and pressure from the delivery app Coupang Eats. Photo by Hyunju Park phj0325@

[Asia Economy Reporter Park Hyun-joo] The restaurant that suffered from the so-called 'shrimp tempura power abuse' has reportedly ended its business relationship with the delivery app 'Coupang Eats' that it had been using. On the 24th, the bereaved family met by the reporters at the store mentioned the horrific past incident and was focusing on their livelihood despite the difficult situation. The restaurant is currently operated by the owner's daughter, Ms. A.

Following this incident, small business owners and self-employed people held a rally in front of Coupang headquarters, condemning black consumers who engage in 'customer power abuse' and criticizing the company's management response. Currently, consumers are conducting a boycott movement including quitting Coupang.

At the store on that day, employee Mr. B emphasized, "We have cut off transactions with the delivery app Coupang Eats that we were using." He added, "Now we are only using one other delivery app."

Previously, the owner of this store collapsed due to a cerebral hemorrhage after suffering extreme stress from a customer's continuous request to refund the price of shrimp tempura, and was unable to get up for three weeks before eventually passing away.

During this process, the owner received abusive language from the customer such as "Don't live like that" and "Did your parents teach you that way?" The owner eventually refunded the shrimp tempura price, but the customer demanded a refund for all other food ordered along with the shrimp tempura through Coupang Eats and left a harsh review with a 1-star rating.

During this time, the owner received three calls from the customer and four calls from Coupang Eats, one of which came after the owner had collapsed and was taken to the hospital.

The Coupang Eats customer center reportedly repeatedly called to "please be careful in the future." Even when the restaurant staff informed them that the owner had collapsed, Coupang Eats said, "Please convey this to the owner to prevent the same problem from happening again." When the staff said again, "(The owner) cannot answer the phone," they only replied, "Please convey the message," and "Understood. Please be a little more careful in the future."

Ms. A, the daughter, said in an interview with CBS's 'Kim Hyun-jung's News Show' on the 23rd, "After my mother completed the refund, she received a call from Coupang Eats and explained it, then grabbed the back of her neck and collapsed, unable to get up," adding, "After receiving the customer's refund call, a coworker saw my mother crying in the bathroom."

Ms. A said, "Until then, there was no particular issue. After seeing the news reports, we have been busy cleaning up the aftermath," and "On the 23rd, a Coupang Eats official came to the store. I just sent them away saying there was nothing to say."

Members of the People's Solidarity for Participatory Democracy's Livelihood Hope Headquarters, the National Network for the Realization of Economic Democracy, and the National Franchisee Council held a press conference on the morning of the 22nd in front of Coupang's headquarters in Songpa-gu, Seoul, condemning the review and rating system of food delivery apps such as Coupang Eats for fostering black consumers (malicious consumers). They argued that delivery apps should guarantee the right of defense for store owners.
[Image source=Yonhap News]

Given the situation, citizens are deleting the Coupang app and engaging in boycott movements, and self-employed people who had joined are also withdrawing one after another.

Mr. Kim, a company employee in his 30s, said, "Customer power abuse is a problem, but Coupang should have properly responded to it," emphasizing, "I hope they become a company that coexists with self-employed people."

Another office worker in his 40s, Mr. Park, also pointed out, "If the company had properly responded or offered some consolation, the owner would have felt more at ease," adding, "I believe there is a certain degree of moral responsibility."

Rallies condemning this are also ongoing. On the 22nd, in front of Coupang headquarters in Songpa-gu, Seoul, members of the Franchise Owners Association, the Korea Federation of Small Business Owners and Self-Employed, and civic groups including the People's Solidarity for Participatory Democracy held a press conference titled 'Condemning the Review and Rating System of Delivery Apps like Coupang Eats that Produce Black Consumers.'

The groups stated, "The review and rating system of Coupang Eats neglects and fosters black consumer power abuse," and urged, "Strengthen the rights of self-employed people to respond and establish objective store evaluation standards and refund regulations."

As the controversy continued, Coupang Eats issued a statement on the 22nd, apologizing, "We apologize for not providing appropriate support to the store owners," and announced, "We will establish a dedicated organization to protect store owners who have suffered from malicious criticism."