In August 2026 we read every reply we could find published by 12 cafés in City Centre — 198 of them. This page is what we counted. Nothing on it is estimated, and no business is named.
Replies here run longer than the Leeds median — 41 words against 18. Longer is not better: past a certain point a reply reads as defensive, and the reader stops. 31% of them touch nothing the reviewer actually wrote.
These appear word-for-word under reviews at more than one business here. Nobody copied anyone — they arrived at the same sentence independently, which is what makes it a template.
“Thank you for bringing this to our attention.”
2 cafés“Thank you so much for your kind words, ———!”
2 cafésA member of staff was very rude to my partner as he only wanted a mug to drink from and member of staff made very rude remarks which is totally disgusting he needs to go look at himself in the mirror before coming to work with that attitude.
——— ———, thank you for taking the time to leave this feedback. We’re very sorry to hear about your experience. We hold customer service to a very high standard at ——— and it’s really important to us that every guest feels respected and well looked after. On this occasion, we didn’t deliver that, and I’m sorry for that. To clarify, we do switch to takeaway cups after 4pm so our team can begin closing down properly after busy service and ensure everyone is able to finish their shift on time. That process should always be communicated clearly and with care, and in this case it wasn’t handled as it should have been. A refund was provided at the time, but we understand that doesn’t undo the experience. We are addressing this internally to make sure it doesn’t happen again. We’d really appreciate any further detail you can share so we can fully understand what happened and learn from it - you can reach me at ———. Thank you again for bringing this to our attention. Kind regards, ———
——— from the counter isn't something we'd consider acceptable, and if that was the experience, we're sorry it landed that way. We don't know the exchange, but how someone is spoken to at the counter matters to us — full stop.
If your café is in City Centre
Type its name and we answer one of your unanswered reviews in full — free, no card, no account. Ten replies cost nothing.
Read your first reply, free