measured across 87 UK cafés
We read every Google review reply published by 914 UK cafés — 102 of them mention service charge and payment. 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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Payment complaints are about a rule, and rules can simply be stated. This is the easiest band to answer factually and the one where replies most often waffle.
Disappointing. Mediocre food (barely toasted toastie) at Royal Mile prices. Very slow service - a wait to order, a long wait for food. Clearly 1:00 is the time the kitchen staff take their lunch break. They take payment (including “discretionary” 10% service charge) at the time of ordering so you’re committed 😡). ——— the beer was cold.
Thank you for your feedback. We're sorry to hear that your visit fell short of expectations, particularly regarding the wait times and the quality of your toastie. We appreciate your comments on both the service and food, and we'll share them with the team for review. While we're glad the beer hit the mark, it's clear the overall experience wasn't what it should have been. Thank you for taking the time to let us know, and please feel free to contact us directly if you'd like to discuss your visit further.
Thank you for setting out your experience so plainly. The standards you describe — on the plate and at the table — are the ones we hold ourselves to, and we have read this properly. We hope to see you again.
The service was poor for a 14.5 per cent service charge. We have come regularly but will be looking out for alternative venues.
Hi ———. At ——— ——— ——— ——— , we aim to provide positive experiences at all times. Is there anything we could do to make it better? Kindly send your contact details to ———. Our Operations Manager and General Manager will personally reach out to address your concerns in detail. We are committed to delivering exceptional service to every guest and appreciate the opportunity to learn and improve from this experience. Thank you for allowing us to make things right. P.S.: ——— your privacy, please avoid sharing personal details in this reply.
Thank you for setting out your experience so plainly. The standards you describe — on the plate and at the table — are the ones we hold ourselves to, and we have read this properly. We hope to see you again.
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