Controversy is growing after it became known that an employee at a well-known plastic surgery clinic in Gangnam repeatedly requested refunds after eating delivered food, causing a small-business owner to suffer losses. After the case came to light, the clinic issued an official apology, and calls are mounting to improve the delivery platform's refund system.
Plastic surgery clinic A in Cheongdam-dong, Gangnam-gu, Seoul, posted an apology on its official website on the 22nd, saying, "We deeply apologize for causing trouble due to the inappropriate behavior of our employee related to delivery orders and refunds."
It added, "We have communicated with the business to convey our apology, and we will do our best to prevent a recurrence by reviewing our internal management system and strengthening training."
Earlier, owner B, who runs a cafe in Yeoksam-dong, Gangnam-gu, blocked repeated orders and refunds from plastic surgery clinic A by setting one roll of kimbap and one Americano at 500,000 won. The menu included the phrase "No orders from '00' plastic surgery clinic in Cheongdam-dong," along with an explanation: "After eating kimbap at the clinic, they repeatedly requested refunds and cancellations. Orders came in every weekend, causing significant time, expense, and mental strain."
A representative of plastic surgery clinic A said, "We apologize for the controversy caused by our employee's actions, and we posted an apology after communicating with the business." A representative of store B said, "Although the food was properly prepared, many customers unilaterally demanded refunds. The platform sometimes compensates for the loss, but the guidance differs by agent, which is confusing."
There is no shortage of cases in which customers exploit delivery platforms' refund systems, as in this case. According to a survey released in 2022 by the Trade. Industry Energy. SMEs. and Startups Committee, 78% of businesses listed on delivery apps said they had experienced damage from malicious consumers, such as false reviews. In small-business owner communities, complaints continue that "Even for delivery delays, food condition, and baseless refunds, the platform issues immediate refunds, forcing us to bear the losses and emotional toll."
Delivery platforms outlined their responses. Coupang Eats notifies owners of payment cancellations, and for customers who repeatedly engage in fraudulent acts, it considers permanent use restrictions and legal action after monitoring. Baemin also suspends accounts if refunds based on falsehoods are repeated, and allows owners to file objections through its customer center.
In fact, there have been cases where repeated unfair refunds led to punishment. Last year, a man who claimed there were bugs in delivered food and received refunds more than 300 times over two years, totaling about 7.7 million won, was sentenced to one year in prison on charges including fraud, business interference, and intimidation.