Coffee quality review response examples from UK cafés

I used to love this place but now I won’t go back. My friend and I bought a coffee and hot chocolate. The portion sizes have been dramatically reduced but are still the same price. The cup wasn’t even filled up to the top!! Not to mention they got my friends coffee order wrong and my ‘hot’ chocolate was cold. I also saw a staff member using their bare hands to pick up salad items to put on a plate and not wash their hands afterwards. ——— disappointed.

Thank you for your review and bringing this to our attention. We have taken immediate action and addressed this with the staff members working. All staff are trained to follow hygiene standards and should always be washing their hands prior to handling food and there are also food handling gloves and utensils. The drink you have been served is not only poured short but the cup used is for our kids hot chocolates. That is not our standard sized hot chocolate. The two staff members, though new have been trained by experienced members of staff as well as myself (owner) covering drinks and processes. This should not have happened and I am truly sorry for your recent experience. Unfortunately, we have had staff sickness the last week which meant we were down an experienced member and supervisor this week. This is not an excuse and they have been trained on our processes and standards. It should not have happened. I have spoken with both members of staff to ensure this does not happen again. I would be grateful if you could email me ———? I need to locate your transaction and process a refund. Please do accept our apologies and thank you again for your feedback. ———

The guy served his mates before us after we had already paid. The coffee tasted over roasted and extremely bitter, had to throw my latte in the bin. Latte art and place was cute. Won’t be back though

Thank you for this detailed feedback. We are truly sorry to hear that you had such a negative experience. We sincerely apologize that the staff member served his friends before you after payment. We want to interact warmly with every guest, and we deeply apologize if this came across as prioritizing other guests—that is completely unacceptable and not our intention. We are also disappointed to hear the latte was bitter and tasted over-roasted. We keep our coffee standards incredibly high by constantly re-dialing our espresso throughout the day to ensure perfect quality, and it's clear we failed here. We would love the chance to apologize and show you our true quality. Please contact ——— so we can arrange for you to come back and enjoy a coffee on the house. We hope to hear from you soon. ——— - General Manager.