{"meta":{"exportedAt":"2026-10-16T06:49:49.581Z","formatVersion":2,"selection":{"q":"customer_conflict","system":"","harm":"","context":"","country":"","role":"","relation":"core","evidence":"","year":"","response":"","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":1,"coverage":{"cases":1,"countries":1,"languages":1,"unknownLocation":0,"locationPending":0,"unknownLanguage":0,"unknownDate":0,"lawsuits":0,"regulatory":0,"minors":0,"coreRelations":1,"contextualRelations":0,"mixedRelations":0,"unknownRelations":0,"relationPending":0,"relationUnknown":0},"countingNote":"Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.","affectedCountNote":"Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.","source":"AI incidents","publisher":"NOPE","url":"https://nope.net/incidents","license":"CC BY 4.0"},"incidents":[{"id":"2025-missouri-pizzeria-says-google-ai-overviews-showed-nonexistent-specials-angry-customers-yelled-at-staff","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'Please do not use Google AI to find out our specials. Please go on our Facebook page or our website. Google AI is not accurate and is telling people specials that do not exist which is causing angry customers yelling at our employees. We cannot control what Google posts or says and we will not honor the Google AI specials.'","relation":"supports","source_id":"s1"},{"locator":"'The false information led to customer complaints and confusion, forcing the restaurant to post on Facebook and ask customers not to rely on AI-generated search results.'","relation":"supports","source_id":"s3"}],"assertion":"In August 2025 the restaurant posted on Facebook asking customers not to use Google AI to find its specials, saying Google AI was telling people about specials that do not exist, that this was causing angry customers to yell at its employees, and that it would not honour the Google AI specials.","causal_attribution":"The restaurant's own post, quoted by KMOV and summarised by the same reporter for InvestigateTV; one origin."},{"id":"c2","status":"reported","evidence":[{"locator":"'One example she shared was an AI Overview that showed that Stefanina’s would offer a large pizza for the same price as a small.'","relation":"supports","source_id":"s1"},{"locator":"'According to the business, a common confusion displayed by Google AI surrounds a deal in which customers can buy a small pizza and get another one for $4.'","relation":"supports","source_id":"s2"},{"locator":"'Stefanina’s in Wentzville has received calls from customers asking about deals that Google’s AI overview claims the restaurant offers, including a promotion for a second pizza for $4 and incorrect pricing information that said large pizzas cost the same as small ones.'","relation":"supports","source_id":"s3"}],"assertion":"Restaurant staff say Google's AI Overview showed deals and prices the restaurant does not offer, including a large pizza for the price of a small one and a second pizza for $4.","causal_attribution":"Restaurant staff accounts to two newsrooms; the same family member is the main witness in all three reports, so one origin. Google did not respond."},{"id":"c3","status":"reported","evidence":[{"locator":"'When he told me how he found the information, he typed it in his Google search bar. And that first response that people see is generated by AI, so he couldn’t find it again,'; 'customers are coming back, being like, ‘Why aren’t you honoring the specials that say that is offered by you?’'","relation":"supports","source_id":"s2"}],"assertion":"A restaurant manager told FOX 2 that a customer came in asking for a special the manager did not know of, having found it in the AI-generated first response to a Google search, and that customers kept asking why the restaurant was not honouring specials the AI said it offered.","causal_attribution":"The manager's account to FOX 2; the customer was not interviewed."},{"id":"c4","status":"reported","evidence":[{"locator":"'As a small business, we can’t honor a Google AI special.'","relation":"supports","source_id":"s1"},{"locator":"'We can’t, as a small family business, honor a Google AI special,'","relation":"supports","source_id":"s3"}],"assertion":"The restaurant says that, as a small family business, it cannot honour Google AI specials.","causal_attribution":"The restaurant's statements to the Gray Media reporter; one origin."},{"id":"c5","status":"reported","evidence":[{"locator":"'It just seems unreasonable that people are coming in here, asking about food they don’t have,'; 'It’s got to be nerve-wracking for them.'","relation":"supports","source_id":"s2"}],"assertion":"A diner told FOX 2 it seemed unreasonable that people were coming in asking for food the restaurant did not have, and that it must be nerve-wracking for the staff.","causal_attribution":"A diner's impression given to FOX 2; he does not describe being misled himself."},{"id":"c6","status":"reported","evidence":[{"locator":"'Google did not respond to FirstAlert4’s messages about the situation.'","relation":"supports","source_id":"s1"},{"locator":"'Stefanina’s has been attempting to contact Google about their AI concerns, but they have received “inadequate responses.”'; 'FOX 2 also reached out to Google and did not receive a response in time for publication.'","relation":"supports","source_id":"s2"}],"assertion":"Google did not respond to either station's requests for comment; the restaurant told FOX 2 its attempts to contact Google had received inadequate responses.","causal_attribution":"Each station's own statement of its unanswered request; the restaurant's description of Google's replies is its own."}],"effects":[{"label":"customers misled about nonexistent specials and staff confronted by angry customers","claim_id":"c1","direction":"negative"}],"sources":[{"id":"s1","url":"https://www.firstalert4.com/2025/08/20/please-do-not-use-google-ai-find-out-our-specials-wentzville-restaurant-asks-patrons/","kind":"local_tv_news","access":"read","language":"en","translation_note":"KMOV First Alert 4 report published 19 August 2025, quoting the restaurant's Facebook post and a member of the owning family; read in full (HTTP 200). English original; no translation.","independence_group":"gray-media-kmov-investigatetv-wentzville"},{"id":"s2","url":"https://fox2now.com/news/missouri/we-cannot-honor-ai-specials-wentzville-restaurant-swamped-with-fake-menu-items/","kind":"local_tv_news","access":"read","language":"en","translation_note":"FOX 2 St. Louis report of 12 September 2025 with its own interviews of restaurant staff and a diner; the live page returned HTTP 403 and an Internet Archive capture was read in full. English original; no translation.","independence_group":"fox2-st-louis-12-sep-2025"},{"id":"s3","url":"https://www.kktv.com/2026/01/30/restaurant-asks-customers-verify-information-after-ai-generates-fake-deals/","kind":"local_tv_news","access":"read","language":"en","translation_note":"InvestigateTV report on KKTV, 30 January 2026, by the same Gray Media reporter as the KMOV story, with further quotations from the restaurant; read in full (HTTP 200). English original; no translation.","independence_group":"gray-media-kmov-investigatetv-wentzville"}],"version":1,"ai_roles":["own_use","others_use"],"contexts":["everyday_life","work"],"unknowns":["When the AI Overview answers began and how long they continued; the January 2026 InvestigateTV report may republish the August 2025 story.","How many customers were misled and how many confrontations occurred.","The exact AI Overview text; no screenshot is published in the inspected reports.","Whether the $4 second-pizza deal shown by the AI distorted a deal the restaurant runs on Wednesdays: FOX 2 quotes the manager as saying the restaurant never offered that special and also that it has only ever run a deal on Wednesdays."],"geography":{"basis":"The restaurant is in Wentzville, Missouri, and the customers it describes came to or called the restaurant there (KMOV, FOX 2, InvestigateTV).","court_countries":[],"event_countries":["US"],"affected_person_countries":["US"]},"publication":{"basis":"Published as a core case (communicated_with): the restaurant says Google's AI Overview told customers about specials and prices it does not offer, customers came in or called asking for them and were refused, and its post says this caused angry customers to yell at employees. The account is the restaurant's; Google did not comment.","reviewed_on":"2026-10-16"},"ai_involvement":{"basis":"The restaurant says Google's AI Overview answers to customers' searches stated specials and prices it does not offer (a large pizza for the price of a small one, a second pizza for $4); a manager describes a customer who came in asking for a special found in the AI-generated first search response, and the restaurant's post says the nonexistent specials were causing angry customers to yell at its employees. Google did not respond, and no AI Overview output was published or inspected.","status":"reported"},"person_relations":["communicated_with"]},"name":"Missouri pizzeria says Google AI Overviews told customers about specials that do not exist, and that angry customers demanding them yelled at staff","summary":"In August 2025 Stefanina's, a family-owned pizzeria in Wentzville, Missouri, posted on Facebook asking customers not to use Google AI to find its specials. The restaurant said Google AI was telling people about specials that do not exist, that this was causing angry customers to yell at its employees, and that it would not honour the Google AI specials. Staff told KMOV and FOX 2 that the AI Overview at the top of Google Search had shown deals such as a large pizza for the price of a small one and a second pizza for $4. A manager described a customer who came in asking for a special the manager had never heard of, found in the AI-generated first search response, and said customers kept asking why the specials were not honoured. Google did not respond to either station. The account comes from the restaurant; no AI Overview text or customer account was published.","incidentDate":"2025-01-01","incidentKind":"ongoing_experience","incidentDatePrecision":"year","exposurePattern":"unknown","reportedDate":"2025-08-19","aiSystem":"Google AI Overviews, the AI-generated summary shown at the top of Google Search results, which the restaurant says stated specials and prices it does not offer","aiProduct":"Google AI Overviews (reported)","severity":"low","verificationStatus":"credible","harmCategories":[],"harmOutcomes":["psychological_distress"],"harmOutcomeSummary":"The restaurant says customers misled by the AI Overview were refused specials that do not exist and that angry customers yelled at its employees; no number of affected people is given.","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":0,"otherPeopleHarmedMin":0,"affectedCountStatus":"unquantified","affectedCountEvidence":"Unquantified: the restaurant refers to angry customers and its employees in the plural without a number, and a manager describes one customer individually without saying that customer was harmed beyond being refused; no lower bound is stated.","victimAgeRange":"unknown","jurisdiction":"US","platformType":"other","outcomeType":"media_coverage","outcomeStatus":"unknown","primarySourceUrl":"https://www.firstalert4.com/2025/08/20/please-do-not-use-google-ai-find-out-our-specials-wentzville-restaurant-asks-patrons/","primarySourceLabel":"KMOV First Alert 4, 19 August 2025: Wentzville restaurant asks patrons not to use Google AI to find its specials","firstPublishedAt":"2026-10-16T03:05:22.535996+00:00","updatedAt":"2026-10-16T03:05:22.535996+00:00","scopeVersion":"facts-v3","tags":["ai_overviews","search_summary","false_business_information","restaurant","customer_conflict"]}]}