A ramen shop in Sapporo, Japan, successfully requested the removal of negative online reviews that alleged severe hygiene failures [1].
The incident highlights the tension between consumer feedback platforms and business owners who believe specific reviews are fraudulent or damagingly inaccurate. Because these reports appeared just before the shop's planned renewal opening, the owner argued they misrepresented the establishment's standards.
The reviews, which were posted on Google, gave the shop the lowest possible rating. One anonymous poster said the experience was unpleasant, alleging that there was trash and insects in the ramen, and that insect carcasses were found on the tables [1].
Tomoya Kitazawa, the owner of Hanauta Shiroishi Honten, reported the content to Google. The platform deleted the reviews on June 5 [2]. Kitazawa said the posts made him feel as though his employees and customers were being mocked, and that he felt sad about the situation [1].
The shop is located in Sapporo, Hokkaido. The dispute centered on whether the claims regarding the sanitary conditions were factual or intended to harm the business's reputation during a critical transition period. Kitazawa sought the removal of the posts to protect the dignity of his staff and the image of the shop [1].
Google generally removes content that violates its terms of service, which can include harassment or content that is deemed misleading. In this case, the shop's request for deletion was granted following the report made by the management [2].
“"There was trash and insects in the ramen and that insect carcasses were found on the tables"”
This case underscores the vulnerability of small businesses to 'review bombing' or malicious feedback on global platforms like Google. While these platforms provide essential transparency for consumers, the ability of a business to successfully remove negative content suggests a complex balance between free speech and the protection of a commercial reputation against potentially unfounded claims.
