measured across 46 UK cafés
We read every Google review reply published by 423 UK cafés — 49 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.
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.
Ordered an iced matcha latte with oat milk and vanilla. First time round they added cow milk so I had to get it replaced (I’m lactose intolerant). ——— time they didn’t properly dissolve the matcha + they forgot the vanilla (which I paid for). I also ordered a croissant which was chewy and hard - I needed a chainsaw to eat it. Very disappointing.
Dear ———, Thank you for your review, and for taking time out of your day to come and visit Coffee on the ———. I'm really sorry to hear that this visit has been a disappointing experience for you. We strive to take the utmost care and pride in the levels of service we provide, and the standard of products that we serve on a daily basis. Unfortunately in this instance we have not delivered on our standards of service, nor the quality of our product. There is no excuse in sending out two drinks that were not exactly what was requested, especially when dietary requirements need to be taken into account. I'm really sorry this has happened. If you wouldn't mind sending me an e-mail to ———, I would like to send you a voucher with the hope that you would like to give us another visit to make a better impression. Kind regards, ——— Coffee on the ———
There's quite a lot to unpack there. Vanilla paid for should arrive in the glass, and matcha needs proper whisking — not something we'd send out half-dissolved. On the milk, a lactose intolerance makes that a more pressing matter than a simple preference, and we're glad it was caught. The croissant should pull apart easily. If it doesn't, it isn't right.
This place was quite disappointing. ——— 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. ——— to cut and to chew.
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, ———
Steak frites lives or dies by the steak, and a piece served at room temperature and difficult to cut isn't something we'd send out on purpose. That one matters to us. ——— water should never feel like a favour either — it goes on the table without being asked.
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