A one-star review is the one people rehearse an answer to in their head and then post something they regret. It is also the review a future customer is most likely to read all the way through.
Below are real 1-star reviews left at London cafés, the reply that is actually published underneath each one today, and the reply our software writes for the same review. Business names, email addresses and reviewers' names are removed. Nothing here is invented.
The temptation at one star is to make the anger go away. That is what produces the two things you cannot take back: conceding that the allegation is true, and promising something to fix it.
Took 20 minutes to make 2 latte when was made they were so different in all ways 1 was a full cup the other only half the service was disgusting they had no idea what they were doing how can food be given on a tray but 3 hot drinks just put down no offer of tray.I had also ordered a banana cake and the server tried to hove me a carrot cake which had nuts which breaks natasha law
Hey ———, I'm truly sorry your visit didn't go as it should have. Your concerns around consistency, service, and allergen awareness are all valid, and I completely understand your frustration. Please feel free to reach out to us at ——— about the service in more detail Warm regards, ——— ———
The drinks should be consistent, and that is something our team works to maintain. On the allergen point: staff are expected to confirm what they are serving before putting it down — substituting one cake for another without identifying it clearly is not how we operate.
Charged me after I cancelled the reservation within their required timeframe. Claimed I moved the reservation to a different date (one of which I was not in London) and never sent a confirmation for it. Expected me to show up to a reservation I didn’t make, without a single reminder or confirmation text, and charged me $132.76. Absolutely ridiculous. I tried contacting them, and they continuously report that because I “moved” a reservation there Is not a confirmation text, email, or reminder of your reservation. Feels like this ——— is in the business of ripping people off.
Hi there ———to see that we failed to meet your expectations. Please do reach out to our team so we can better understand your experience and to work towards a resolution. ——— Sincerely, ———
Reservations cancelled within the required window are not charged — that is the policy and it does not bend. When a reservation is modified rather than cancelled, our system treats it as an active booking, which is why no new confirmation is generated. We recognise that distinction matters here, and the records we hold tell a different story from this account.
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