Allergy complaint review response examples from UK cafés

Ordered jerk vegan and it was literally a bowl of chips with a small amount of chopped mushrooms in some jerk sauce. Waiting time was very long, all I can say was staff were very polite and friendly but that’s about it.

We are sorry for your experience, we don't like to disappoint people at ——— cafe. We have been experimenting with new items on our menu so we really appreciate feedback to help us improve. We welcome feedback, whether good or constructive and have since improved the Load of Jerk based on your feedback. We would love to welcome you back to try this again or another item off the menu, whether food or drinks, on the house to make up for last time. Please get in touch with ——— (——— cafe manager) at ———. Thank you.

The atmosphere was nice and the staff were friendly, however: * There was a 65p surcharge for milk alternatives - there is no longer an excuse for this. A litre of soy milk is 65p nowadays. It is also to substitute - not to add - to the dairy product which is already included in the price. * vegan sausages were the vegetable-filled ones as opposed to protein / soy-based ones * To add veg bacon to the waffles was more expensive than to add animal bacon; they charged TWO POUNDS for two small pieces. Overall, the additional charges for the plant-based products were not reasonable, but the other items on the menu seamed reasonably priced.

Hi ———, thanks for your comments. I'm happy to address them for you. The milk alternative addition has been calculated based on the additional cost of adding alternative milk, as you suggest (eg subtracting the dairy cost) - wholesale prices do not always reflect consumer prices and this is significantly more expensive for us. We are considering removing this charge since alternative milks are very popular, but it would mean increasing our base price. I should also add that there is only a charge for built drinks, we would not charge for tea or Americano where the milk is just a splash. The price for regular bacon and vegan bacon is the same (despite vegan bacon being considerably more expensive for us). If there has been an error on your transaction I'm very happy to look into this for you. Please call or drop into the cafe next week. We also have protein based veggie sausages, however we only use these as a gf alternative since we feel the veggie sausages are a much tastier alternative. If you would like us to check the charges on your receipt please get in touch and reference this review. If there is a refund due we can process this without you being present.