"Demanding a Refund Claiming Spoiled Carrots I Didn't Even Put In... So Frustrated I Couldn't Sleep"

"Customer Requested 'No Carrots'... Suddenly Demands Refund
Despite Store Owner's Protest, Delivery App Fully Refunds Customer
Customer Refuses Food Pickup... Also 'Not Answering' Phone Calls"

A customer who ordered Dakbokkeumtang for delivery demanded a refund, claiming the ingredients were spoiled, but it turned out that the ingredient in question was not even used in the dish, causing disbelief. The business owner said, "The customer canceled the order, so I ended up earning 0 won. If you subtract the cost of ingredients, it's a loss. There are many customers like this, so the damage is huge."

Image to aid understanding of the article.
Photo by Getty Images

Earlier on the 16th, a post titled "The Most Extreme Delivery Moocher and the Delivery Application (App) That Ignores It" was uploaded on an online community. As of 1 p.m. on the 17th, the post had recorded 14,000 views and 600 recommendations, becoming a hot topic. The author, Mr. A, who identified himself as a self-employed person selling Dakbokkeumtang, began by saying, "About an hour after completing a delivery order, I received a call from the delivery app."

Mr. A explained, "The customer who received the order complained to the delivery app that 'the carrot in the food was spoiled' and said they couldn't eat it," adding, "Carrots become soft immediately when spoiled, so you can tell before cooking. I said I couldn't accept it until they sent a photo of the spoiled carrot, but the customer never sent one." He continued, "Eventually, the delivery app canceled the order, and the customer received a full refund."

However, after receiving the complaint, Mr. A checked again and found that the customer had requested to remove carrots in the special instructions. Mr. A said, "The request said 'Please remove the carrots,' so I didn't put any carrots in that order at all," adding, "I was so angry that I called the delivery app to explain that no carrots were added, but the delivery app said, 'We are just intermediaries, so we have to listen to the customer's side,' and only said they would keep an eye on the customer."

He continued, "I asked the delivery app if I could speak with the customer, but they said the customer wouldn't answer the phone," and lamented, "This isn't some kind of goblin prank. Is it right to cancel an order because an ingredient that wasn't even in the food is claimed to be spoiled? I was so upset I couldn't sleep. It feels like the world has gone crazy."

"I Checked the Special Instructions Three Times... The Customer Refused to Return the Food"

A customer's request for a refund, stating "The carrot is spoiled." It was written, "Please remove the carrot." Mr. A claimed that he checked the request more than three times and threw the removed carrot into the trash.
[Photo by Online Community, provided by Mr. A]

In a phone interview with Asia Economy, Mr. A said, "When a customer requests to remove a specific ingredient, I check it three times in total. This customer asked to remove carrots, and I remember personally throwing the carrots into the trash," adding, "When the delivery app first called to complain, I wanted to verify the facts even if I suffered a loss, so I called the delivery driver to bring back the Dakbokkeumtang that the customer claimed had spoiled carrots. But the customer firmly refused even that."

He continued, "Before I could process the cancellation, the delivery app canceled it. The customer who claimed that an ingredient not included was spoiled received a full refund, and I earned 0 won. Considering the cost of ingredients, it's a loss," adding, "Delivery app counselors try to resolve incidents as quickly as possible, so when self-employed people complain, they tend to handle it roughly and quickly. Self-employed people have to persuade the counselors instead." He added, "I want to publicize this incident because many self-employed people suffer due to customers like this. I have had such incidents at least once a month," and said, "Some unreasonable customers claim that ingredients not even included were spoiled, making it hard for self-employed people. I hope the delivery app creates clear guidelines to protect self-employed people."

Netizens who read the story responded with comments such as, "Scammers should at least be a bit smarter," "I don't understand why there are so many people who have no money and no shame," "What power do self-employed people have?" "Seems like a habitual offender," and "The delivery app should block such customers instead of blaming the self-employed." Netizen B, who is also self-employed, said, "I run a restaurant, so I know well that when customers get refunds through customer service, it's always in favor of the customer. If you have evidence, go to the police and file a complaint," advising, "You can file a complaint even without knowing the customer's information. The police will handle communication with the delivery app."

Delivery App Creates Store Owner Protection System... Store Owners Say "Insufficient"

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Photo by Getty Images

Meanwhile, as competition in the delivery app market heats up, one delivery app has been issuing full refunds when customers request refunds due to ▲unsatisfactory food condition or ▲unfulfilled special requests. However, black consumers are abusing this refund policy. Delivery companies have established their own store owner protection systems to eradicate black consumers. The representative delivery app Baedal Minjok signed a win-win contract with the National Franchise Store Owners Association in February 2020 to improve the review and rating system. It also plays a mediating role between customers and store owners in the refund system to lead efforts to eradicate black consumers.

However, among self-employed people, there are evaluations that it is "insufficient." Self-employed person C said, "I requested the delivery app to delete malicious reviews, but they said they could only blind the reviews for 30 days. Deleting reviews is too difficult and complicated," adding, "To delete a review, you have to file a rights infringement report with the Korea Communications Standards Commission, but the process is so complicated that it is ineffective. I hope policies to protect self-employed people will be established as soon as possible."