measured across 102 UK cafés
We read every Google review reply published by 423 UK cafés — 153 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.
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.
AVOID! LOADS OF NICER OPTIONS LOCALLY. Wow! ——— been here to look at the menu. I've never walked out of somewhere BEFORE ordering anything. The most rude and dogmatic waitress I've ever encountered. What an awful individual, just cost them over £35 on food and drink orders.
——— ———, I'm really disappointed to read such a poor review of our business. Please can you reach out to me at ———? Best wishes, ———
A menu visit that ends before ordering is a poor outcome, and how someone is greeted at the counter matters to us. We can't speak to exactly what passed between you and the team, but the standard here is straightforward: everyone who walks in is treated with patience.
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.
——— ———, 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, ———
——— at the counter isn't something we'd brush past — how a customer is spoken to matters, and we hold the same standard whether someone's ordering a full table or just asking for a mug. We'll be looking into this with the team.
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