A café faces backlash after a customer alleged she was overcharged for tiramisu, with netizens questioning the outlet’s transparency over displayed prices.
A cafe located in Kuala Lumpur recently received backlash following its response to a customer after being confronted about a price discrepancy.
Following the incident, the customer has lodged a report against the cafe with the authorities.
The customer posted on Threads that she was allegedly overcharged without being notified of a price increase for a slice of tiramisu cake, which was initially priced at RM20 on Wednesday (April 22).
However, when paying for the cake, she was allegedly charged RM25.
Upon finding out about the alleged price hike, she claimed the cashier told her that RM20 was the “former” price.
Following the confrontation, the cashier allegedly removed the price tag after apologising.
“What made it even more suspicious was that after I pointed it out, the staff immediately removed the price tag.
“Maybe for some people it’s not a big deal, it’s just RM5, right? But you need to understand that some customers come in with a fixed budget based on the displayed price,” she said.
After the post gained traction, the café responded in the comments section, issuing an apology. However, it was not well received, with netizens accusing the café of being defensive.
In the apology, the cafe claimed that the price hike was revised since Feb 3 this year, clarified that the incorrect display was an “oversight” on its part, which was “immediately corrected” in the customer’s presence as “proof of the mistake”.
“The situation was explained to you at that time, and you agreed without hesitation to proceed with the purchase of the tiramisu at RM25,” the cafe said in their apology.
While the woman accepted the apology, she questioned why the displayed price had not been updated from February until now.
“This creates confusion, as many customers may have visited your café between February and April relying on the displayed price,” she said in her response to the cafe’s apology.
In a recent update, one of the cafe’s staff, said to be the head pastry chef, reached out to the woman to “provide evidence”.
Later on, the staff commented under the viral post that the error happened in a span of 20 minutes and that the woman was the “first customer” that entered the premises during the day of the incident.
The staff member also denied the allegation that the price tag was changed.
