AI-designed menu poster sparks backlash for coffee shop owner

Nestled in downtown Buffalo, New York, Penny’s Coffee Shop has long prided itself on its personal touch and connection to the community. When Megi Endeladze and her husband opened the shop three years ago, every element from photography for social media to the signature chalkboard menu signs was crafted in-house, either by Endeladze herself or by staff members with an eye for design. The café’s menu features not only classic drinks but also specialties from their native Georgia, and Endeladze often spent entire days staging and photographing new items for the shop’s Instagram and website, carefully timing shots to capture freshly made drinks before their foam settled.

This fall, however, circumstances forced a change in routine. The barista who had most recently designed the hand-lettered chalkboard menus moved out of town, leaving the small business without anyone to take over the role. With a newborn baby and limited time, Endeladze decided to experiment with artificial intelligence to create a new seasonal menu poster. Using ChatGPT to generate the menu artwork, she had the result professionally printed for $150 and displayed it in a $200 plastic frame at the shop.

The decision quickly sparked backlash after she posted a photo of the new menu sign on Instagram. Within hours, negative comments appeared, with followers denouncing the use of AI-generated art as “AI Slop” and expressing disappointment or outrage. Some longtime followers unfollowed Penny’s account, and Endeladze estimates she lost about 100 followers in the days after the post. The criticism soon escalated when a larger account in the local art community threatened to broadcast her use of AI unless she removed the sign, offering instead to help her connect with local artists to design a replacement.

Caught off guard by the intensity of the response, Endeladze shared an apology on Instagram, assuring customers that Penny’s would no longer use AI for menu artwork or promotional designs. She also called for empathy, urging followers to remember that small businesses are run by real people facing daily challenges. Despite the apology, she found herself overwhelmed by negative direct messages, some of which included personal attacks.

The experience at Penny’s Coffee Shop reflects a broader unease within creative and small business communities regarding the adoption of AI-generated visuals. Other small businesses have reported similar pushback. A bagel shop in Vermont faced harsh criticism for using AI images in its social media promotions, and viral images of AI-created deli signs have become a point of mockery online.

While Endeladze regrets upsetting her customers, she remains frustrated by the suggestion that she should have outsourced the job to a professional artist. Previously, menu signs had always been managed internally by staff, without hiring outside talent. Going forward, she plans to return to making the designs herself using tools like Canva, as she had done in the past.

The situation at Penny’s highlights the delicate balance small businesses must strike as they navigate technology, customer expectations, and limited resources. For Endeladze, the setback serves as a reminder of the close relationship between local businesses and their creative communities, and the sensitivities that surround the growing prevalence of AI-generated content.