"Heaven or hell by star rating... 'One review line is just too depressing'" – a self-portrait of the food delivery app era

[The Financial News] As reviews on food delivery apps increasingly determine not only small business owners' sales but even their mental state, the issue of "reputation risk" is coming to the fore.
On the 11th, a post titled "I feel so depressed over a mere review that I want to die" appeared on Apeunikka Sajangida, an online community for small business owners. The post included a review left by a customer and the shop owner's public reply.
In the review, the customer complained, saying things like, "Why do you sell coffee when you don't even provide a straw?" and "The food portions are so small it's shameless." In response, the owner wrote in a comment, "This is the first time anyone has requested a straw, so we didn't have any prepared, and since it's a canned drink, we normally don't provide one," adding, "You asked about it, and I explained that to you as it is." Regarding the portion size, the owner explained, "We serve the food according to the standard weight," and appealed, "Even though we prepared everything according to the set standards, it feels miserable and depressing when someone pours out excessive criticism and emotion just because there was no straw."
Reactions to this story have been sharply divided online. Some commenters sympathized with the owner, arguing, "The real problem is a system where a single review can shake someone's livelihood." Others countered, "Consumers have the right to evaluate the service," or said, "If you're the type to be hurt that easily, maybe running your own business isn't for you."
Observers say this case clearly illustrates how powerful reviews have become in a consumption environment dominated by food delivery apps. Major platforms currently determine store exposure rankings based on star ratings and reviews, so even a single negative review can easily lead to fewer orders.
Among self-employed owners, many now say that "a single star and a single line of review can decide the day's sales," highlighting the growing burden of managing reviews. It is particularly difficult to respond when evaluations spread that are driven by personal emotions or factors unrelated to the actual quality of the food.
Opinions also differed on the specific case described by the poster. Some agreed that "it is unfortunate that there was no straw," while others argued, "If the reviewer's average rating is in the two-star range, it may be impossible for any restaurant to satisfy them."
Many fellow small business owners expressed similar feelings. They shared experiences such as "I developed depression after starting this business" and "I regret ever starting," voicing the heavy psychological burden they feel in the food delivery app environment.
An industry official noted, "As the structure in which reputation on platforms directly translates into sales becomes stronger, we need standards that can curb excessive criticism and mechanisms to protect small business owners."
wonder@fnnews.com Jung Sang-hee Reporter