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measured across 89 UK cafés

Wrong order review response examples from UK cafés

We read every Google review reply published by 914 UK cafés — 95 of them mention wrong or missing orders. 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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95
reviews about wrong or missing orders
47
median reply length, words
27%
replies that break a check
22%
replies that touch nothing specific

The temptation here is to promise it will never happen again. It will, somewhere, to someone — and a promise the reader does not believe costs more than it earns.

The same review, answered twice

the review★

Over priced, poor quality poor service £8:55 for a miniscule portion of tiramisu blonde that had very little taste, and a small glass of vanilla milkshake that just tasted of milk, they completely missed off one of our drinks, when we asked for the drink that we had paid for we got a rude attitude from the bearded boy barista, no apology (if you can call someone using a machine and pouring syrup over iced milk a barista) by the time we got the missing drink the others had all finished and they brought the wrong drink, not what we had ordered. Couldn't recommend at all and will definitely not be returning.

published underneath

Hello, please reach out to us at ——— to discuss further - Thank you in advance.

anchoring0/ 100
points away from the page
what we would have written

Thanks for taking the time to leave this. The tiramisu blonde is a drink we're particular about — it should have real depth of flavour, not a faint impression of one. A vanilla milkshake ought to taste of vanilla. Those are reasonable things to expect. On the missing drink and what followed: that's the part of this we take most seriously. The standard there is simple and has nothing to do with the machine.

anchoring100/ 100
no rule broken
the review★★

This place was quite disappointing. Slow service and hard to get their attention, they forgot one of our sides, and they were stingy with the tap water. The food was also not great. I got steak frites. Fries were mediocre, bernaise was good, but the steak was not good. Served at room temperature, tough and sinewy. Hard to cut and to chew.

published underneath

Dear ———, Thank you for taking the time to write your review, we were disappointed to read we didn't live up to your expectations. If you would like the opportunity to discuss your comments further with us in person, please could you email us directly on, ———

anchoring2/ 100
points away from the page
what we would have written

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.

anchoring2/ 100
no rule broken

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