In August 2026 we read every reply we could find published by 6 cafés in Marchmont — 70 of them. This page is what we counted. Nothing on it is estimated, and no business is named.
If your café is in Marchmont
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Replies here run longer than the Edinburgh median — 21 words against 18. Longer is not better: past a certain point a reply reads as defensive, and the reader stops. 57% of them touch nothing the reviewer actually wrote.
Counted across the 70 reviews we read here. Each one has its own page, with real examples and how the published replies handled them.
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 cup size and the temperature are straightforward — a hot chocolate should be hot, and a drink should be filled. On the food handling, we take that seriously; bare hands on ready-to-eat food isn't how service should run. If the order was wrong as well, that's a lot to land on one visit, and we understand why it's put you off.
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