Claim to fame
While some businesses feel the need to apologize to complaining customers, others realize that not all complaints are justified. The customer is not always right, especially if her name is Karen and she’s just been rude and dismissive to all of your staff or insulted the standard of your coffee.
This establishment has decided that having a Karen decide to tell the manager that your coffee is the worst she’s ever had is a badge of honor. They’ve certainly made a pretty effective marketing campaign out of it. I wonder how their Tripadvisor reviews have changed since then.