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Original poster

Bad Restaurant Review - WWYD?

602 replies

foodcritic · 18/04/2023 13:49

NC for this on the off chance someone works out who we are and decides to do someone similar...

We have a small independent restaurant, been established over 10 years, lots of lovely regular customers, and always grateful for new customers. Many of these come due to our good reviews on various sites such as TripAdvisor, Google, etc. Also we do a fair bit (probably weekly) on local community Facebook pages which also attracts new people and reminds existing customers of what we are doing by way of Chef Specials etc.

Last week a Google review went on with 2 stars - and a comment along the lines of 'sad to see xxxxx on the menu'. (xxxx being a dish that some people find unacceptable, others specifically come to our restaurant to eat as it's difficult to find in supermarkets or other restaurants)

There is a name so I know exactly who has written this, and she's a local person who has never eaten at our restaurant. She has on occasion also used a crying emoji when she sees posts for certain dishes on Facebook that i have posted. (Suspect she's not a meat eater)

So - I have responded to the review with a similarly short comment, basically saying how disappointing someone has given a review based not on eating in the restaurant and experiencing our food/service, but based on a specific menu item.

Reviews are so important to small businesses, we can't afford massive advertising campaigns, and although this one hasn't really put a dent in our overall rating it's so frustrating. But I'm now wondering if I shouldn't have responded as I've made us look as petty as her. What would you have done?

OP posts:
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12
Cleoforever · 18/04/2023 13:52

Yes withdraw your comment

whenever I see an owner getting involved in a spat, I find it very off putting

You have loads of 5 star reviews. Be confident with that

Cleoforever · 18/04/2023 13:53

I can’t fathom what dish it is though!!

PersilPower · 18/04/2023 13:54

Foie gras?

Cleoforever · 18/04/2023 13:54

Is this the first time in ten years you have ever responded to a negative review?

is this your only negative?

do you respond to all reviews, positive too ?

Seeline · 18/04/2023 13:54

Yes remove your response. It just seems pretty. Let the good reviews speak for you.

I am assuming veal or similar?

RideACockHorseToSunburyCross · 18/04/2023 13:55

I wouldn't have responded to her, I don't like it when owners get into spats with customers and think it sets a poor tone.

What's the item? Foie Gras? If it is then I'd be glad she alerted me that the restaurant uses it. A restaurants values are important to me too

UpTheAnte · 18/04/2023 13:55

Ah ignore her and move on. Can you block her on FB so that she can't see your posts and react to them?

TidyDancer · 18/04/2023 13:56

PersilPower · 18/04/2023 13:54

Foie gras?

That's my assumption. I would find it equally unacceptable. Not sure I would post a review of a restaurant though. I'd probably just never eat there.

JulieHoney · 18/04/2023 13:57

You look petty. And she’s not wrong to highlight a particular dish without eating it.

We changed a big celebration meal booking to another restaurant because we saw the first one has a dish with octopus, and we feel strongly such intelligent amazing animals shouldn’t be killed for food.

Other people may feel that way about horse meat or veal or whatever.

Pointing out your restaurant serves a particular dish works both ways, surely - it will put off people who don’t want that while positively encouraging those that do to come to your restaurant.

Cleoforever · 18/04/2023 13:57

and she's a local person who has never eaten at our restaurant.

are you 100% sure op?

TooOldForThisNonsense · 18/04/2023 13:57

PersilPower · 18/04/2023 13:54

Foie gras?

This was my thought too

OP I’d withdraw your comment, a lot of time when restauranteurs answer back on TA they don’t come across well.

Cleoforever · 18/04/2023 13:59

'sad to see xxxxx on the menu'

so she wasn’t saying she’d even eaten at your restaurant

she was saying she was sad to see the addition of a controversial meat dish

absolutely her right to do that. And your comment was not only petty but actually irrelevant because she’s not claiming she ate at your restaurant

EllenLRipley · 18/04/2023 14:00

Veal? It is infuriating OP but many people will click to look at the negative review and then disagree and come anyway.
I recently read a 1 star review of a pub that said "they told me our 3 year old must stay seated and be quiet" and I thought "this is the place for me!" and booked immediately.

FishChipsMushyPeas · 18/04/2023 14:01

I would withdraw your comment but I dont think she is wrong to alert others to something like Foie gras to be honest.

PersilPower · 18/04/2023 14:01

I wouldn’t respond to the review either OP. You set the tone of your establishment and answering back on TA sets a particular tone which might not be what you’re aiming for. If it’s foie gras, you must know it’s going to be controversial for some. Either ignore or remove it from the menu if you can’t handle the haters 🤷‍♀️

GordonBennett345 · 18/04/2023 14:03

I have no problem with restaurateurs pointing out that a reviewer hasn't eaten in their restaurant. You have to say you have done in order to be able to post a review, so she lied. But agree that I find any response more than that off-putting.

fluffy2buffy · 18/04/2023 14:04

I assumed it was Ruby veal which isn't great but at least the calf is used. Foie Gras would put me off visiting you but I wouldn't dream of leaving a bad review when I hadn't eaten at your place.

I think you did need to point out she'd never eaten there, it's a fair comment.

Sceptre86 · 18/04/2023 14:07

I'd actually disagree with the majority of posters and think you should leave your comment up. It highlights that she hasn't eaten there which is something I would very much want to know. It also demonstrates that you are passionate about your business as you should be. I wouldn't engage with her further though. I'm not sure why anyone would bother leaving a review when they haven't eaten at the restaurant surely that should be a prerequisite?

fluffy2buffy · 18/04/2023 14:08

EllenLRipley · 18/04/2023 14:00

Veal? It is infuriating OP but many people will click to look at the negative review and then disagree and come anyway.
I recently read a 1 star review of a pub that said "they told me our 3 year old must stay seated and be quiet" and I thought "this is the place for me!" and booked immediately.

Also the place for me 🤣

Cleoforever · 18/04/2023 14:10

Sceptre86 · 18/04/2023 14:07

I'd actually disagree with the majority of posters and think you should leave your comment up. It highlights that she hasn't eaten there which is something I would very much want to know. It also demonstrates that you are passionate about your business as you should be. I wouldn't engage with her further though. I'm not sure why anyone would bother leaving a review when they haven't eaten at the restaurant surely that should be a prerequisite?

But the reviewer herself never remotely claims to have eaten there

she is “sad to see xxxx on the menu”

and by the sounds of it, others will too

Chewbecca · 18/04/2023 14:11

I think what you have replied is absolutely fine and it wouldn’t affect my choice to book with you in any way.

(guessing it is foie gras too).

Cleoforever · 18/04/2023 14:11

EllenLRipley · 18/04/2023 14:00

Veal? It is infuriating OP but many people will click to look at the negative review and then disagree and come anyway.
I recently read a 1 star review of a pub that said "they told me our 3 year old must stay seated and be quiet" and I thought "this is the place for me!" and booked immediately.

Yes but I’d be put off if the owner then responded saying that the 3 year old child had been rude / naughty

Bearpawk · 18/04/2023 14:17

Are you absolutely sure she's never been in? Are you there open - close every day?

Sceptre86 · 18/04/2023 14:18

@Cleoforever the reveiewer left a low star rating. It's beyond ridiculous to do that just because you disagree with something being served on the menu. If you don't like a menu, normal folk vote with their feet and don't go there to spend the money. Most wouldn't just leave a 1 star review.

m00rfarm · 18/04/2023 14:21

I wonder why she left two stars. If she was that upset, why not 1? Really odd.