Melted food complaints surface against e-commerce firm Kurly amid heatwave

South Korean e-commerce firm Kurly is under fire from customers complaining about the condition of fresh and frozen products delivered amid record-breaking heatwaves and tropical nights.

Recent online community posts highlight customer dissatisfaction, with reports of ice cream arriving completely melted, meat being thawed, and delivery boxes becoming excessively wet. These issues have surfaced as temperatures soar, with daily highs exceeding 40 degrees Celsius (104 degrees Fahrenheit) in some regions.

Adding to the controversy, a post allegedly from a Kurly employee on an anonymous professional community platform claimed the company had reduced its use of coolant materials to cut costs. This post has since been deleted. Kurly has vehemently denied this allegation.

A Kurly representative stated, "This is entirely untrue." The company asserts that it has actually increased the amount of dry ice and ice packs used to prevent thawing and heat damage to fresh products, even during the extreme heat. For frozen items, Kurly claims to have significantly enhanced packaging standards by adding a reflective air cap known for its superior insulation properties.

Kurly acknowledges the rise in customer complaints due to the intense heat and is taking action. The company stated it is closely monitoring customer feedback (VOC) and implementing immediate improvements. Based on objective data and testing, Kurly aims to continuously refine its packaging methods to ensure safe and fresh deliveries, even in scorching weather. The company emphasized its commitment to addressing the situation and improving its services.