In August 2026 we read every reply we could find published by 12 cafés in Shawlands — 157 of them. This page is what we counted. Nothing on it is estimated, and no business is named.
If your café is in Shawlands
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Replies here run longer than the Glasgow median — 21 words against 17. Longer is not better: past a certain point a reply reads as defensive, and the reader stops. 55% of them touch nothing the reviewer actually wrote.
Counted across the 157 reviews we read here. Each one has its own page, with real examples and how the published replies handled them.
Terrible customer service. Very unapologetic or sympathetic towards their own mistakes and won't attempt to resolve issues you have unless you are making a big deal of them. I shouldn't have to argue with staff over quality of food I've been served when I'm telling them something isn't right with my order
Dear ———, Thank you for sharing your concerns with us. We truly value all feedback, as it helps us continuously improve our services. We understand your frustration regarding the service and would appreciate the opportunity to clarify the situation with you. We are committed to resolving this matter and ensuring a positive experience for all our customers. Please contact us directly at ———/pages/contact so that we can discuss this further and find a resolution. Your satisfaction is important to us, and we appreciate your patience and understanding. Best regards, ———
——— being wrong with an order is exactly the kind of thing we want to know about quietly, at the counter — no argument needed on either side. That is how it should go.
If your café is in Shawlands
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