When it comes to popular based events Sailor Moon franchise, most fans would expect something worthy of the pretty keeper. Unfortunately, a recent official brand-focused event had a less-than-stellar opening, resulting in apologies for the Usagi-esque misstep.
The official Sailor Moon Cafe, located at the Marble Gallery Café in Akasaka, Tokyo, has only recently opened, but there have already been many complaints about its quality. From the food to the service, it’s more than adequate for Queen Beryl, but otherwise it was a cosmic failure according to some fans. This forced the event organizers to issue a formal apology which will hopefully prevent a real lunar eclipse from overshadowing the cafe.
Sailor Moon Cafe apologizes after disappointing event launch
Sailor Moon Cafe Fall 2025 is dedicated to Sailor Moon Fan Club, with everything about the venue featuring the beloved Magic-Girl brand of anime and manga. This includes food items based on it and recently revealed creator artwork from the series, and the festivities certainly look like a fun time, even for those who have never read or watched. Sailor Moon. Unfortunately, it was a disappointment for those in attendance.
Customers have complained about the quality of the food, with some noting that it is overall flavorless and even “watery” in some cases. Service quality and wait times were also an issue, with merchandise apparently not being true to official descriptions or selling out well before fans with reservations could get their hands on them. Some fans went so far as to blame franchise creator Naoko Takeuchi, with the quality of the event seen as a reflection of the brand’s dispersion without regard for quality.
As seen in a now-deleted post on Sailor MoonOn the official X account (formerly Twitter), event staff apologized for these issues, responding to complaints about the quality of food and service. Part of the translated message reads:
“We sincerely apologize to all customers… for the significant delays in the provision of food and beverages, as well as for the operational problems that occurred upon entry and during guidance inside the cafe, which resulted in prolonged waiting times… Additionally, we sincerely apologize for the discrepancies between the items provided and their descriptions, for not meeting your expectations and for the instances where certain menu items were not available, which made it difficult for customers to make sufficient selections. The root cause of these issues was insufficient preparation for on-site operations, as well as deficiencies in our cooking and serving systems. We recognize that our processes for speed of service, coordination, and maintaining product quality were inadequate… We are thoroughly reviewing our operations and serving systems to prevent this from happening again, and our team is committed to making sincere improvements.
The event is currently expected to run until the end of the year, giving the cafe plenty of time to improve its products and service.