measured across 71 UK cafés
We read every Google review reply published by 423 UK cafés — 93 of them mention cold food and lukewarm drinks. Below is what those replies actually do, then real examples: the review, the reply published underneath it today, and the reply our software writes for the same review. Business names, email addresses and people's names are removed. Nothing here is invented.
Temperature is not a matter of taste, and that is what makes this one answerable. There is a right answer and the reviewer did not get it — but saying so is not the same as confessing to a failure.
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. ———
Two things here are worth addressing directly. A hot chocolate served cold and a coffee order wrong at the same table — that's a bad visit, and we'd want to know it happened. On the cup: our drinks are filled to the right level for that vessel, which isn't always the brim. The food handling point we take seriously.
Very underwhelming visit. ——— in on a Saturday for breakfast. ——— to ask for a table to be cleared which happened really quickly. But waited over 40 minutes for food. I had avo on toast with a poached egg and hubby had the rosti. Food was serve cold, my toast was cold, the poached egg was cold and there was no flavour to it. ——— be in a rush to visit again.
So sorry to hear about this and apologies in the delay for responding. If you could email us ——— we would love to take this opportunity to make it up to you. Kind Regards, ———
A forty-minute wait on a Saturday morning is on the long side, and food that arrives cold is a straightforward problem — a poached egg especially doesn't hold. We're sorry the meal didn't land as it should have.
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