measured across 243 UK cafés
We read every Google review reply published by 914 UK cafés — 344 of them mention slow service and long waits. 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.
Your reviews about slow service and long waits, answered free
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A wait is the easiest complaint to answer well and the most commonly answered badly, because the reply reaches for an excuse. The reviewer already knows you were busy; what they do not know is what the wait should have been.
Food was good although 2 of our party got their food 15 mins after the rest. Service super slow, 3 drinks in an hour and half for a £45 "bottomless" not good. ——— to the bar man and he was apologetic and allowed us to pay the lower price band with some free shots but still didn't make up for the fact we booked a while ago and mentioned it was a friends birthday party. Would recommend for drinks but not for an advertised "bottomless" service.
Hi ———, Firstly, we'd like to sincerely apologise for the experience you had with us. We completely understand how disappointing it is when the service doesn't meet expectations, and we're genuinely sorry that we let you down. We did our best to make things right on the day by extending your booking time, offering discounts, and providing complimentary shots as a gesture of goodwill. Unfortunately, we were much busier than anticipated due to the ——— festival, with a large number of walk-in customers, which resulted in slower service than we would normally provide. While this explains why things were delayed, it doesn't take away from your experience, and for that we sincerely apologise. Our goal was to ensure you didn't leave feeling disappointed, which is why we tried to compensate for the inconvenience as much as possible. We truly value your feedback, and we'd really appreciate the opportunity to restore your confidence in us. Please get in touch with us directly, and we'll do everything we can to make this right. Thank you for your understanding, and we hope to have the chance to welcome you back and provide the experience you should have received the first time.
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.
Very underwhelming visit. Came in on a Saturday for breakfast. Had to ask for a table to be cleared which happened really quickly. But waited over 40 minutes for food. I had avo on toast with a poached egg and hubby had the rosti. Food was serve cold, my toast was cold, the poached egg was cold and there was no flavour to it. Won't be in a rush to visit again.
So sorry to hear about this and apologies in the delay for responding. If you could email us ——— we would love to take this opportunity to make it up to you. Kind Regards, ———
Avo on toast with a poached egg should arrive warm, and seasoned well enough to stand on its own — that is the standard for a dish that simple. A busy Saturday does put pressure on a kitchen, but it doesn't change what the plate should be when it arrives.
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