(Not related to this article.) [Getty Images Bank]
(Not related to this article.) [Getty Images Bank]

A tonkatsu restaurant has drawn widespread public criticism after serving a dish that differed from its menu photo and then telling the customer the photo was simply wrong.

On Monday, a post appeared on the online community Bobaedream in which a user described visiting a tonkatsu restaurant and finding that the food served did not match the menu image.

The author, identified only as A, said he had taken his child to see a movie over the weekend and stopped for a meal at a tonkatsu restaurant in a below-ground food court, where he ordered a udon set and a katsu teishoku.

After receiving the food, A noticed a discrepancy between the menu photo and what was actually served. The menu showed five pieces of hire katsu, but only two were on his plate.

A part-time worker checked the order and relayed the complaint to a manager, who confirmed the order was correct. When A asked why only two pieces had been served when the menu showed five, the staff member replied that the photo was wrong and walked away.

"It's not that I begrudge spending 10,000 to 20,000 won ($14) — it's that I keep feeling a sense of disillusionment about whether this is really how I should be spending money I earned," A wrote, expressing his frustration.

As the controversy spread, the chief executive of the company operating the brand issued a personal apology.

"During preparations to open a new store in August, I, as the CEO, should have carefully conducted the final review of the menu and design materials, but I failed to do so properly," the CEO said. "The fact that the menu photo did not reflect the actual quantity served is entirely the result of negligence on the part of our headquarters."

The CEO also addressed the inadequate response by on-site staff. "We should have explained the situation clearly and apologized immediately, but our on-site response was also lacking," the statement said. "I bear significant responsibility as CEO for failing to establish sufficient customer service standards and provide proper training in advance."

The company pledged to conduct a full review of all menu images and descriptions involved in the controversy, correct them to match what is actually served, and overhaul customer service training for its staff.


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