Hwang sent a photo of the order to Postmates and explained the sizing. The only problem? The dosirak comes in a single size. The customer claimed she was given the wrong size. On a Postmates order, a customer requested a full refund for one of the restaurant’s dosiraks. Hwang also has had numerous issues with people claiming missing food or the wrong items. We just went through the effort to make the food for this person, they picked it up, then they ask for a refund.” “It’s insane that someone tries to get a refund maybe 10 minutes after they pick up the order,” he said. Bogharian said the reason given for the refund requests is often “change of plans.” The largest refund request was for more than $140. Koko’s Mediterranean Cafe owner Shant Bogharian said he started to notice more people claiming missing order items and requesting refunds through third-party food ordering and delivery services about two months ago. Nationwide, the dollar amount of attempted fraudulent credit card charges increased by 35% in April 2020 from a year before, according to Fidelity National Information Services Inc., which monitors banking fraud. “It pains me to think that I would grow so suspicious of our customers, and that is not how I want to do business.” “It took a huge toll on me mentally, because I found myself becoming more skeptical of large orders,” she said. She plans to close the restaurant by the end of February. “When I send them the photo, they claim they found the other item in the car.”īut none of these new safety measures was enough to offset the amount of money she was still losing. “Some people order two things and say that they only got one item, so we had to start taking photos,” she said. She also started taking photos of every order. “Despite presenting supporting evidence, the issuing card company often sides with the consumer, even in cases that may be fraudulent,” the Tock message stated.Īfter the incident in November, Hwang started taking videos of every order pickup and requiring all customers to show their driver’s licenses. In January, Tock let her know that she had lost her appeal and that she was responsible for the $728.76. Hwang sent photo evidence of the customer’s order confirmation and photos of the food to Visa. The reason for the dispute was listed as “other fraud card absent” (the real cardholder said someone else used their credit card number). 25, Tock sent Hwang an email letting her know the customer was disputing the $728.76 charge and the payment had been temporarily removed from her account. I said, ‘Thank you so much for your support.’ He didn’t respond.” “He told me that it was his boss’ baby’s birthday party. “I asked him if there was a big party for such a big order,” she said. They walked down the block to a white van and loaded the food into the vehicle. “I thought it must be because of the holiday season.” “I was so grateful for the business,” she said. But Hwang, happy to receive such a large order, wasn’t alarmed. She texted the customer directly and he didn’t respond. Hwang noticed the customer did not include his vehicle information (make and model of the car) on the order form, her standard procedure since switching exclusively to curbside takeout and delivery during the pandemic. The order was placed through the Tock platform for pickup on Nov. The meals were elaborate and each included a galbijjim and oxtail tray, spicy beef japchae and a beef short rib rice cake soup. It was one of the largest orders Hwang had ever received. 10, when a customer placed an online order for four “meat lovers” combo meals. One of the worst incidents for Spoon by H happened on Nov. Some people are scamming restaurateurs with fraudulent credit cards, while others request refunds, claiming they never received part or all of an order. Scammers are taking advantage of restaurants that have prioritized safety over in-person security measures such as checking driver’s licenses and manually swiping credit cards. Spoon by H is one of a growing number of Los Angeles restaurants dealing with customers attempting new ways to dine and dash during the pandemic. “We’re losing money to these issues, despite all the evidence we provide.” “We lost orders, time, precious ingredients, and the problems accumulated to the point where we just couldn’t stay in business anymore,” she said. The restaurant was bleeding money and she was spending hours on the phone with the people behind the apps, trying to dispute the chargebacks. Business had been slow since the start of the pandemic, but last summer, Hwang said, she started to notice more people disputing charges and claiming missing items through delivery apps. Spoon by H, Yoonjin Hwang’s celebrated Korean restaurant in Fairfax, is closing.
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