The number of complaints regarding delivery platform review policies is increasing... 197 cases in the first half of this year alone

The number of complaints from consumers regarding delivery platforms’ review or star rating policies is on the rise. According to consumer consultation data related to reviews by delivery platform submitted by Korea Consumer Agency on the 16th to Rep. Park Seong-hoon of the People Power Party, a member of the National Assembly's Political Affairs Committee, a total of 972 complaints were received about the review policies of the three major platforms, including Baedal Minjok, Yogiyo, and Coupang Eats, over the past five years. There was an overall increasing trend, with 119 cases in 2021, 161 cases in 2022, 156 cases in 2023, 219 cases in 2024, and 317 cases in 2025. This year, 197 cases were received in the first half of the year alone, which is expected to exceed the previous year's figure. Consumer complaints were focused on ▲ reviews being deleted or kept private ▲ complaints about star rating reflection criteria ▲ malicious reviews being neglected ▲ suspicion of false or manipulated reviews ▲ restrictions on writing and editing reviews. In some platforms, reviews written by consumers are deleted or their exposure is limited without a clear reason or sufficient explanation, while reviews suspected to be malicious or false have been identified in some cases. Representative Park said, “The star ratings and reviews of delivery platforms are not just user reviews, but are reputational power that determines consumers’ choices and determines the sales of self-employed people.” He added, “We will push for system improvements to establish a fair review operation system that both consumers and stores can trust, such as transparently disclosing the standards for deleting and non-disclosing reviews and establishing a clear appeal procedure.”