A customer complaint regarding the Saizeriya drink bar prompted action from the restaurant chain, highlighting the importance of clear billing policies. The incident began when a 51-year-old Tokyo man visited the Tama Center Ekimae branch with his elementary school-aged son on July 19. They regularly enjoyed dining at Saizeriya after his child’s extracurricular activities.
The man ordered focaccia and the kids’ drink bar, which the menu listed at 100 yen including tax. However, a staff member insisted the kids’ drink bar could not count as a separate item. The employee stated that ordering the drink alone required paying 300 yen, the adult price. The man, confused, tried to explain that they had ordered one item each, but the employee maintained it was “the rule.”
Determined to resolve the issue, he contacted a consumer affairs center by phone. He learned that misleading menu displays could violate the Act against Unjustifiable Premiums and Misleading Representations. Following the call, the staff reconsidered and apologized, acknowledging the misunderstanding had persisted for nearly a year. The man successfully ordered the kids’ drink bar alone for the correct price of 100 yen.
Despite this resolution, he worried that other families nationwide might overpay. Consequently, he wrote a detailed letter to Saizeriya executives on August 4. He addressed the letter to three directors, including President Hideharu Matsutani. In three A4 pages, he explained the situation and emphasized the need for prompt corrective action to prevent reputational damage.
About two weeks later, Saizeriya issued an official apology on its website. The company admitted that staff had been mischarging customers since October 2019. It clarified that the kids’ drink bar could indeed be ordered alone and offered refunds for past overcharges nationwide. A toll-free number allowed customers to verify claims against sales records.
The man praised Saizeriya’s swift and sincere response. He noted that in the Reiwa era, companies must act quickly when issues arise. Delayed or evasive reactions worsen situations, while transparency and prompt correction build trust. Ultimately, the Saizeriya drink bar incident demonstrates the power of customer feedback. It highlights how attentive corporate responses can resolve misunderstandings and restore public confidence.
