The Incident Unfolds
A popular Bengaluru eatery recently found itself at the center of an online storm due to a particularly insensitive social media interaction. The controversy
began when a patron commented on a post advertising the establishment's High Tea service, expressing skepticism about the Rs 2,000 charge per table and labeling the offering 'overhyped.' In a move that would quickly backfire, the bakery's management attempted a response intended to be humorous and sarcastic. However, this approach fell flat, escalating the situation as they suggested the experience was far more valuable than the customer could afford, explicitly calling them 'poor.' The situation worsened when the customer highlighted the apparent lack of patrons, further fueling public discontent and leading to widespread accusations of rudeness against the bakery's social media team, who had a history of dismissive and mocking replies to customer inquiries.
Customer's Rebuttal
Following the bakery's demeaning comment, the aggrieved customer did not shy away from articulating their dissatisfaction and challenging the establishment's narrative. They pointed out the apparent contradiction in the bakery's claims of exclusivity, describing the physical space as a mere 300 square feet and noting the requirement of payment to even enter, describing the building as 'dodgy' with a malfunctioning lift and staff exhibiting arrogance. The customer sarcastically questioned if their definition of 'niche' clientele would truly appreciate such an environment, implying the bakery's pride might stem from insecurity rather than genuine quality. This detailed and pointed rebuttal further amplified the public's negative perception of the bakery, galvanizing more social media users to criticize the establishment for its unprofessional and offensive customer interactions.
Bakery's Defense and Justification
In the wake of significant backlash, the bakery issued a formal statement via Instagram, aiming to address their conduct and elaborate on their pricing structure. The management acknowledged their replies were 'bold' but maintained that certain customer comments were perceived as disrespectful and unfair. They explained that a recurring frustration stemmed from individuals visiting solely for photo opportunities, subsequently disregarding staff and lodging complaints online. The founders also voiced their belief that talented businesses in India often face undervaluation, with a societal expectation of cheap alternatives or subpar practices. They recounted the dedication involved in building the bakery, from personally crafting each dish in the initial stages to meticulously sourcing ingredients and maintaining a tranquil kitchen and store environment, even after expanding their team. This emphasis was placed on the belief that their desserts are intended for a leisurely and appreciative experience, not one to be rushed. The elevated prices, they asserted, reflect the considerable effort, authenticity, and quality inherent in their offerings, and they would rather serve patrons who genuinely respect their craft.
