A Johor Bahru onigiri shop has responded after a video showing a customer behaving disrespectfully towards its staff during heavy rain went viral on social media.
AKI Onigiri issued several statements on Facebook explaining the incident and appealing for greater understanding and respect for service workers. According to the shop, the incident took place on a rainy day when the outlet was crowded with customers.
A young male staff member had run outside to offer an umbrella to a woman waiting in a white SUV. However, footage later shared online shows the customer throwing the umbrella onto the wet road instead of returning it properly. The video also captures the woman gesturing angrily towards staff inside the shop, even as the employee bowed politely after retrieving the umbrella.
In its statement, AKI Onigiri reiterated its core values of courtesy and sincerity towards customers, adding that while its staff strive to serve with kindness, they expect basic mutual respect in return.
“In exchange for our dedication, we only ask for the most basic thing: mutual respect,” the shop said, adding that such gestures of kindness should be appreciated rather than taken for granted.
The shop noted that although actions like throwing an umbrella may seem trivial, they can be deeply hurtful to employees who are working under pressure. It added that the umbrella had scratched a staff member’s car when it was thrown.
AKI Onigiri said it would continue to treat customers with courtesy, not out of obligation, but because it chooses to uphold its principles. The shop also confirmed that it had blurred the customer’s face and vehicle number plate before uploading the video.
The incident sparked strong reactions online, with many netizens voicing support for the shop and criticising the customer’s behaviour. Some commenters questioned the sense of entitlement displayed, while others pointed out that the customer appeared to be driving a luxury vehicle yet was unprepared for the rain.
The shop owner later clarified that the outlet had been especially busy due to the weather and acknowledged that communication on the day may not have been perfect. He stressed that the staff’s assistance was voluntary and should not be expected as a right.
“As the owner, I also need to protect my employees,” he said, adding that the shop would review its communication practices to avoid similar incidents in the future and hoped the discussion would return to a more respectful and constructive tone.
