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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
Irritateandunreasonable · 18/04/2023 14:22

Ignore it. I find responses to restaurant views never come off well.

You have to accept when you open your self to public critique that not all will like what you do and find a way to be ok with that.

Bluebells1970 · 18/04/2023 14:23

DH and I run our own business, have got over 150 5* google reviews but you will always get the odd person that is a professional complainer. So we never respond, no matter how much you want to. One lady tried to write several reviews under different names after she'd complained (without justification) but luckily google removed them.

You can ask them to remove it if it wasn't a genuine customer and you think it's malicious. It's slow but they do respond.

AffIt · 18/04/2023 14:25

But surely a review is based on actual experience?

I'm a vegetarian: clearly I'm not going to be dining in high-end steak restaurants, but it would be bloody obtuse of me to start giving them one-star ratings.

Greensleevevssnotnose · 18/04/2023 14:31

I would ignore it. People are entitled to their opinions and she doesn't say she went there. We had a local restaurant put Squirrel on the menu and people went nuts and got it closed down. Just keep a dignified silence

vera99 · 18/04/2023 14:31

Yes remove any pettiness. I write many google reviews and use them extensively when looking for a business. If it is an outrider then nobody will notice or care and if it is foie gras then maybe consider removing it from the menu as it is an awfully cruel food to produce.

gogohmm · 18/04/2023 14:34

I'm assuming it's foie gras or veal? If you have British ethical suppliers state in your reply rather than what you have put.

vera99 · 18/04/2023 14:35

In put one on the Norwegian restaurant that inspired the horror film 'The Menu'. I said it was a wonderful place but beware the chef murders the guests. I got a nice reply back from the restaurant assuring guests that though they inspired the film they most certainly didn't.

gogohmm · 18/04/2023 14:36

Ps if you are in the Bristol area pm me, I'm rather keen on both of these!!!

WarmSausageTea · 18/04/2023 14:36

Irritateandunreasonable · 18/04/2023 14:22

Ignore it. I find responses to restaurant views never come off well.

You have to accept when you open your self to public critique that not all will like what you do and find a way to be ok with that.

Agree with this; I find it off-putting when business owners reply to negative comments - particularly if they don’t reply to others, though I’m not suggesting this is the case with the OP.

BillyNoM8s · 18/04/2023 14:37

She shouldn't really have bothered leaving a comment. Other people are welcome to read the menu and decide if they want to eat there.

Foie is horribly cruel though. So is veal. So if it's either of those then I'd share her sentiments.

alloalloallo · 18/04/2023 14:40

I’d remove your response.

DH runs his own business and has got all 5 star/would recommend reviews on his FB page - apart from 1. This is from someone having the most spectacular tantrum because DH ruined her wedding for 1) not selling an item she needed to buy and 2) not being a shop.

He's left it, it pretty much speaks for itself and doesn’t seem to have done him any harm

CwmYoy · 18/04/2023 14:40

I think you were right to call her out, if you are sure she's never eaten there. Very dishonest of her.

GreyGoose1980 · 18/04/2023 14:40

BillyNoM8s · 18/04/2023 14:37

She shouldn't really have bothered leaving a comment. Other people are welcome to read the menu and decide if they want to eat there.

Foie is horribly cruel though. So is veal. So if it's either of those then I'd share her sentiments.

This. I think you need to take the review seriously and offer cruelty free food.

Reugny · 18/04/2023 14:40

AffIt · 18/04/2023 14:25

But surely a review is based on actual experience?

I'm a vegetarian: clearly I'm not going to be dining in high-end steak restaurants, but it would be bloody obtuse of me to start giving them one-star ratings.

They aren't.

Some one complained about a service that my GP practice offered. My GP practice has never offered that service....

Orchidflower1 · 18/04/2023 14:41

I would leave it up- a review should be based on your experience of something or somewhere. The person leaving the review, having not eaten there, had no right to comment.

TheKobayashiMaru · 18/04/2023 14:41

I'd leave your reply standing. As long as the tone is not defensive, then I'd let people know. If I am looking at restaurant reviews, I want to hear from people who have visited and eaten there, not someone with ethical issues about a menu item that is served.

Bentley123 · 18/04/2023 14:42

She’s entitled to leave a review of your menu. Perhaps if it is something as horrible as foie gras, which is very cruelly made, your review is well deserved. It would put me off eating there & I would find that a useful review. Without knowing what the menu item is it is hard for people to comment. Also- definitely remove your comment unless you are correcting her (E.g. ethically sourced) as it just looks petty when restaurant owners start replying m. Really puts me off going.

ArabeIIaScott · 18/04/2023 14:45

Greensleevevssnotnose · 18/04/2023 14:31

I would ignore it. People are entitled to their opinions and she doesn't say she went there. We had a local restaurant put Squirrel on the menu and people went nuts and got it closed down. Just keep a dignified silence

I see what you did there.

Cleoforever · 18/04/2023 14:45

Reugny · 18/04/2023 14:40

They aren't.

Some one complained about a service that my GP practice offered. My GP practice has never offered that service....

Show quote history

But not quite the same as this scenario

the reviewer is not reviewing her experience

she is reviewing the menu

diddl · 18/04/2023 14:48

Can't you get her comment removed because it's not actually based on a dining experience?

Greysilverbluehair · 18/04/2023 14:50

I disagree with what most people are saying.

A short and very polite response stating the facts - if you're absolutely sure of the facts - is fine and informative.

What puts me off is if the response is defensive, passive aggressive, angry or rude - I wouldn't go somewhere where the owner is clearly a twat even if the food looks good.

Bookshipper · 18/04/2023 14:52

I'd delete the comment. It's very off-putting when restaurants respond like that. Take the higher ground. Have you tried doing other lower cost marketing activities?

GreenFingersWouldBeHandy · 18/04/2023 14:54

How do you know she hasn't eaten at your restaurant? Are you there every second of the day?

And yes, getting involved in an online spat with a customer would really put me off going to your establishment. Delete your comment ASAP. Really unprofessional of you.

filledwithhappiness · 18/04/2023 14:55

I would delete your comment.

I am always suspicious when theres no 1 and 2 star reviews so shes probably done you a favour. I would see that review and come to the restaurant with more confidence.

QueenSmartypants · 18/04/2023 14:55

Your response is fine but it would put me off that you felt the need to reply.

Fact is not everyone is going to like you and taking personal offence at every critical comment makes you sound petty and hardwork - I would infer that the service is not what it's cracked up to be and any problem would be met with hostility.