*Accept our sincere apologies, HR responds to complaint
Poor customer service delivery or a deliberate act of disregard for customers? These are questions

Elysium Restaurant, located at Plot 6, Block 89, Omorinre Johnson Street, Lekki Phase 1, Lagos, allegedly charged a customer more than the prices displayed on its digital menu board.

On Friday, October 9, 2026, a customer, Daniel, visited the restaurant after checking its online price list.

Daniel ordered stir-fried vermicelli, listed at ₦25,593.75. The price was confirmed by an attendant identified as Omowunmi Olateju. However, when he received his receipt, the dish was listed at ₦34,781.25.

Confused by the discrepancy, Daniel double-checked the online menu board to be sure, but the listed price remained unchanged.

Also, while the menu board stated a 7.5 per cent Value Added Tax (VAT) and a 5 per cent service charge, it did not mention a consumption charge. However, the restaurant went ahead to charge him for it.

When the customer contacted the restaurant, its spokesperson and human resources representative, identified simply as Chiamaka, responded via WhatsApp:

“Please accept our sincere apologies for the inconvenience caused by the discrepancy between the prices displayed on our online platforms and those reflected in our system.

“We are currently updating our price list, and the process is still ongoing. As we operate daily, we have had to carry out these updates while continuing to serve our guests.

“We initially prioritised updating our internal system to ensure our guests receive accurate pricing and a seamless experience when dining with us. Unfortunately, this resulted in a temporary difference between our online and system prices.

“We sincerely regret that this has caused confusion or inconvenience, and we completely understand how this may affect your experience and trust in us.

“Please be assured that our team is actively working to resolve the issue as quickly as possible. We are committed to ensuring that our prices are consistent across all platforms and that none of our guests has to experience this situation again.

“Thank you for bringing this to our attention and, more importantly, for trusting us enough to reach out. We truly value your feedback, your trust, and your continued patronage.”

When Daniel requested a refund, Chiamaka had yet to respond as of the time of filing this report.

When The Guardian contacted the Federal Competition and Consumer Protection Commission (FCCPC), Southwest zonal headquarters via email at [email protected], the commission’s automated response stated: “Please be informed that the FCCPC Complaint Resolution Portal is now live.

All complaints should be submitted through the portal by typing complaints.fccpc.gov.ng in your browser and signing up.

“The portal allows you to track the progress of your complaint using a unique case ID provided upon submission.
“If your inquiry/mail is not a complaint, kindly disregard this message.
“Regards,“FCCPC Complaints Team.”

While the complaint was launched, FCCPC is yet to respond to the complaint and the number on the site 08147170730 was unreachable after several attempts.