The restaurant industry is known for its high-stakes competition, where customer reviews can significantly impact a business’s success or failure.
In a world where online reviews hold immense power, restaurant owners often find themselves at the mercy of customers’ opinions. However, a recent incident in Japan has sparked controversy and debate regarding the limits of a business owner’s reaction to negative feedback.
The owner of TOYOJIRO, a highly rated ramen restaurant, found himself at the center of public scrutiny after he took an extreme step in response to a one-star rating given by a customer.
His reaction, which included public threats and monetary offers to track down the customer, has ignited discussions about ethics, business conduct, and the impact of online reviews on businesses.
The Incident That Shocked the Public
TOYOJIRO, a ramen restaurant that quickly rose to fame for its exquisite offerings, found itself embroiled in controversy when its owner reacted aggressively to a one-star review left by a customer.
Instead of responding professionally or addressing the concerns raised in the review, the owner took to social media and launched a series of aggressive posts targeting the customer.
According to reports, the restaurant owner posted photos of the customer on Instagram and announced a reward of 100,000 yen to anyone who could identify them.
His public outburst did not stop there. In a now-deleted post, he went on to write, “I saw your post, and you seem a bit weird. We try not to treat people like you as customers, so it is fine. But you should probably avoid eating out. Someday, someone like you will get screwed. I do not care – just come directly, and I will deal with you.”
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In another Instagram Story post, he further escalated the situation by saying, “The only thing he can do is come back, eat again, and write a good review with a photo. I told him I would not forgive him otherwise – not even for the safety of his family. If he does that, he will be killed right away. This kid is so scared.”
This statement, which was seen as a direct threat, quickly caught the attention of social media users, who expressed their outrage and concern over the severity of the response.
Social Media Backlash and Public Reaction
The incident spread rapidly across social media platforms, with netizens condemning the restaurant owner’s actions as highly inappropriate and dangerous.
While some sympathized with the frustration business owners feel when receiving negative reviews, the majority criticized the extreme measures taken by the TOYOJIRO owner. The backlash was swift, with many people calling for the restaurant to be boycotted and demanding accountability for the threats made.
【拡散希望】京都にあるTOYOJIRO（とよ二郎）というラーメンデータベース京都2位を獲得しているお店が、低評価の口コミを書いただけで客の顔を公開し懸賞金をかける
— コレコレ@超配信者😷 (@korekore19) February 19, 2025
店の対応が悪すぎたので低評価口コミを書く
↓
店から「しょうもない口コミ書いてたら探すで？ボコボコにしたる」等の返事が来る
↓… pic.twitter.com/JjWf3yh87y
Threatening a customer over a review not only damages a restaurant’s reputation but also raises serious ethical and legal concerns. Social media users pointed out that criticism is a part of any service-oriented industry, and while it is understandable to feel disappointed by a negative review, resorting to intimidation and threats is completely unacceptable.
Some even expressed fears that this behavior could set a dangerous precedent where business owners feel emboldened to retaliate against customers instead of addressing legitimate concerns.
Faced with mounting criticism, the TOYOJIRO restaurant owner eventually deleted his posts and issued an apology. In a statement, he acknowledged that his actions had gone too far and expressed regret for the incident. “I know there are pros and cons.
For an act that went too far, I am reflecting on this. I am looking forward to reflecting and moving forward. Thank you,” he wrote. Despite this apology, many users remained skeptical, questioning whether the owner was genuinely remorseful or simply trying to control the damage caused by his outburst.
The Bigger Issue: The Power of Online Reviews and Ethical Business Practices
This incident highlights the growing influence of online reviews in shaping consumer behavior and business success. In today’s digital age, potential customers rely heavily on platforms like Google Reviews, Yelp, and TripAdvisor to make informed dining decisions.
Positive reviews can elevate a restaurant’s status, while negative ones can deter customers and impact revenue. Given this immense power, restaurant owners often feel pressured to maintain high ratings, leading to heightened emotions when faced with criticism.
However, the way businesses handle negative reviews plays a crucial role in their long-term success. Professionalism, customer engagement, and addressing feedback constructively are key strategies for maintaining a positive reputation.
Instead of resorting to threats and intimidation, business owners should focus on improving their services and using feedback as an opportunity for growth. Many renowned restaurateurs emphasize the importance of responding to negative reviews with grace and humility.
A well-crafted response acknowledging the customer’s concerns and offering solutions can turn a dissatisfied customer into a loyal patron. Conversely, reacting with hostility, as seen in the TOYOJIRO case, can lead to public relations disasters and legal repercussions.
The ethical aspect of this issue is also significant. Businesses operate in a consumer-driven market, and customers have the right to express their opinions based on their experiences.
While fake or unfair reviews can be frustrating, there are legal avenues to address such issues, such as reporting fraudulent reviews to platform administrators. Encouraging positive reviews through quality service, rather than coercion or fear, is the only sustainable way for businesses to thrive in the long run.
Ultimately, the TOYOJIRO incident serves as a cautionary tale for business owners worldwide. It underscores the importance of maintaining professionalism, handling criticism constructively, and understanding that reputation management should be built on ethical practices rather than aggressive retaliation.
While the owner may have hoped to protect his business by silencing a negative review, his actions only served to harm the restaurant’s image, showing that how a business responds to criticism can often have a greater impact than the criticism itself.
let’s enjoy few years on earth with peace and happiness….✍🏼🙏