measured across 114 UK cafés
We read every Google review reply published by 423 UK cafés — 155 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.
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.
Very underwhelming visit. ——— in on a Saturday for breakfast. ——— 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. ——— 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, ———
A forty-minute wait on a Saturday morning is at the long end, and cold food at the table is not something we'd send out on purpose. A poached egg especially doesn't travel well — it should arrive and be eaten together. We're sorry the visit didn't reflect what we aim for.
——— 20 minutes to make 2 latte when was made they were so different in all ways 1 was a full cup the other only half the service was disgusting they had no idea what they were doing how can food be given on a tray but 3 hot drinks just put down no offer of tray.I had also ordered a banana cake and the server tried to hove me a carrot cake which had nuts which breaks natasha law
——— ———, I'm truly sorry your visit didn't go as it should have. Your concerns around consistency, service, and allergen awareness are all valid, and I completely understand your frustration. Please feel free to reach out to us at ——— about the service in more detail ——— regards, ——— ———
Two lattes ordered together should match — same volume, same finish. That is not something we'd argue with. On the banana cake: if a nut-containing product was offered in place of something ordered, that is a serious matter and not one we take lightly. ——— information should be accurate and clear at the point of ordering.
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