measured across 213 UK cafés
We read every Google review reply published by 914 UK cafés — 307 of them mention rude staff. 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.
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This is the band where published replies break the most rules. The reason is human: an accusation about a person feels like an accusation about you, and the reply either confesses on the team's behalf or turns on the reviewer. Neither is necessary.
A 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.
Hi ———, 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, ———
Thanks for taking the time to write. We'd expect anyone at the counter to be dealt with courteously — that holds regardless of what's being asked. We're sorry your partner's visit ended on that note.
The dessert were fine but the members of staff were very rude they dont even smile when they bought the dessert they just dragg them on the table like they were forced to work we didnt like the service at all. Other dessert shop when they bring desert they normal ask whos dessert for as we were many of us but them they they put the dessert on the edge of table by anger and spoon without asking we were suprised. They did spoil our eid.
Dear ———, I'm truly sorry to hear about your recent experience with us. We appreciate your feedback and understand how important special occasions like ——— are. Please reach out directly at ——— so we can discuss this further and make it right for you. ———, ———. | Guest Recovery Specialist 🙏 Thank you for your feedback! 🙏
——— ———. We're glad the ——— worked for you. How they were brought to the table is another matter — a plate set down with care, and a quick word to sort out who's having what, is a basic part of the job, not an extra.
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