The incident quickly gained traction across social media platforms, sparking debates about professionalism, customer service, and the limits of brand personality in the digital age. Several users accused the establishment of crossing the line between edgy marketing and outright disrespect, raising concerns about how businesses interact with consumers online.
What Triggered the Controversy
The backlash began after a customer criticised the bakery’s high tea service, claiming it was overpriced and not worth the reported ₹2,000 table charge. Instead of offering clarification or addressing the concern constructively, the bakery reportedly responded with comments perceived as mocking the customer’s financial status.
In one exchange, when a customer complained about the experience, the bakery allegedly replied by suggesting that the individual could not afford the premium offering. In another instance, the business responded to criticism by commenting negatively on a user’s vocabulary and dismissing their concerns.
Screenshots of these conversations were shared widely on platforms like Reddit and Instagram, leading to a surge of criticism. Many users described the tone as “unprofessional,” “insulting,” and “unacceptable,” especially for a customer-facing brand.
Social Media Amplifies the Fallout
As the screenshots circulated, public reaction intensified, with many users calling for accountability and improved standards of customer engagement. Critics argued that while brands today often use humour and bold personalities to connect with audiences, targeting customers personally is widely seen as inappropriate.
Several users also pointed out that attempting to imitate bold or “sassy” social media personalities of global brands requires careful execution. When done poorly, such strategies can alienate customers instead of building brand loyalty.
Silence From the Bakery Raises Questions
At the time of reporting, the bakery had not issued an official public statement addressing the controversy. This silence has further fueled online discussions, with some users urging the establishment to apologise and adopt more respectful communication practices.
Experts say prompt and transparent responses are essential during public relations challenges. Ignoring or dismissing criticism can amplify reputational damage and erode consumer trust over time.
The Growing Importance of Digital Etiquette
The incident underscores the growing importance of professionalism in online interactions. Social media has become a powerful tool for brand building, customer engagement, and marketing. However, it also exposes businesses to public scrutiny, where even a single inappropriate response can quickly escalate into a major controversy.
Negative viral moments can affect not only customer trust but also future growth, partnerships, and brand image. In highly competitive urban markets like Bengaluru, reputation often plays a key role in determining customer loyalty.
Balancing Brand Personality and Professionalism
In recent years, several brands have adopted bold and humorous social media styles to stand out. While this approach can increase engagement, experts warn that it must be carefully managed. Respectful humour and witty responses can enhance brand image, but personal attacks or insensitive remarks can have the opposite effect.
Consumers today expect businesses to be responsive, respectful, and accountable. The digital age has shifted power dynamics, giving customers a strong voice and the ability to influence brand perception rapidly.
For businesses, maintaining professionalism is not just a matter of etiquette but a strategic necessity. Companies that handle criticism constructively often gain respect, while those that dismiss or insult customers risk long-term reputational harm.
A Lesson in Modern Brand Responsibility
The Koramangala bakery controversy serves as a reminder of how quickly online interactions can shape public perception. In an era where social media conversations are highly visible and permanent, brands must prioritise respectful engagement.
Whether the bakery addresses the issue or not, the incident highlights the importance of accountability, professionalism, and thoughtful communication in the digital age. As businesses continue to rely heavily on social media platforms, maintaining trust and respect remains critical for sustainable growth.
