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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:
Thread gallery
12
Commonsensitivity · 18/04/2023 14:56

Just take her feedback graciously. If it is foi gras I would consider removing it.

FortofPud · 18/04/2023 14:56

I think I'd change what you said and write something along the lines of you understand that these ingredients can be controversial. That you appreciate her taking the time to leave a comment and will bear her opinions in mind when planning future dishes. However, you just wanted to make clear to anyone else reading the reviews that this is a review of the menu itself, not a review from someone having actually eaten at the restaurant.

It's less defensive and arsey.

ditalini · 18/04/2023 14:58

A better response would have been to acknowledge her opinion, particularly if it's a commonly held one (for e.g. if she was complaining about veal), and then briefly state your reason for having it on the menu, e.g if you use UK veal then you could mention UK standards.

If you don't have a reason other than people like it, then I'd just stay quiet.

Kittykatchunjy · 18/04/2023 15:00

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

🤣🤣

chaosmaker · 18/04/2023 15:00

What is wrong with replying to someone that is not actually a customer though? Surely leaving a dishonest negative revue would be whatever defamation is to a business?

Theredfoxfliesatmidnight · 18/04/2023 15:01

I think what you wrote was fine. And as you say those seeking to dine on fois gras (or whatever) know they can come to you! Please don't be apologetic in any response; there are still many people that eat and enjoy this kind of product and don't wish the restaurant owner to be seen to judge or moralise over their choices.

And don't forget that if you put Paradise on TripAdvisor it would only get 99%! There are always people that are going to complain. The occasional lower star review, especially if has nothing to do with an actual experience at your restaurant, actually looks more genuine and appealing in my opinion.

Orangello · 18/04/2023 15:02

I thought you could get comments removed if the person hasn't used the service?

I would expect restaurant ratings and reviews to be about the dining experience, not moral or political preferences of random people.

diflasu · 18/04/2023 15:02

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.

I'd do this - and probably remove your comment back as frankly most people I think can make their own minds up as how relevant the criticism is to them.

Cyclebabble · 18/04/2023 15:03

When I look at reviews I am always very suspicious of any restaurant which has 100% perfect reviews. If I saw this review, I would see it as validating that overall, the reviews were genuine. If you want to reply at all, just say thanks for the feedback and that you understand that views on ethics differ- noting else is required and as I say, it would make me more likely to come rather than less.

Beachbreak2411 · 18/04/2023 15:05

I agree with you op. Reviews are so so important to buisness’! Why someone thinks they can review somewhere they haven’t been is beyond me. Report it to the site … stating the person hasn’t visited… and it will get removed. Good for you for standing up for yourselves. This reviewing works both ways, I like seeing buisness’ respond to reviews, the good and the bad, it shows they are engaging! Well done you not taking it lying down. The customer (or the non customer) is not always right!

IcakethereforeIam · 18/04/2023 15:06

Was it hawaiian pizza 😠

Summerishere123 · 18/04/2023 15:06

I have had similar and reported it to google who removed it.
We got a 1 star review based on the fact we weren't open that day!

VeronicaTimeTurner · 18/04/2023 15:08

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

Absolutely this. What is the reason you serve this particular dish, OP?

Lysianthus · 18/04/2023 15:08

Orangello · 18/04/2023 15:02

I thought you could get comments removed if the person hasn't used the service?

I would expect restaurant ratings and reviews to be about the dining experience, not moral or political preferences of random people.

This. Reviews are for hotels/restaurants you've actually experienced.

DogInATent · 18/04/2023 15:09

I'm guessing it's veal. In which case a suitable response is to explain your ethical sourcing, as the image around veal is largely out-dated and based on older practices of crating.

If it's fois gras, then suck it up and ignore it or defend it. Your choice. Just as it's your choice to put it on the menu or not. One 2 star review shouldn't bias the overall rating too greatly, unless you have very few reviews.

mcmooberry · 18/04/2023 15:11

Totally disagree with a lot of posters, I LOVE seeing a response to a Trip Advisor review to an unfair review as this clearly is. I think your response is fine, would leave it or tweak it if you feel you could improve it.

Hoebert · 18/04/2023 15:12

PersilPower · 18/04/2023 13:54

Foie gras?

Or ortolan?

JupiterFortified · 18/04/2023 15:12

I would remove your reply.

Also, I would remove veal and/or foie gras from the menu if you’re serving them.

Seeing either or both of these on the menu would make me not want to visit your restaurant and it seems I’m not alone. No need to be serving them at all.

TheCountessofFitzdotterel · 18/04/2023 15:13

Another one who thinks you should delete your response. It’s rare that responses do the business any favours and this is not one of those times. It makes you look over-intense - which I know is unfair given it’s your livelihood, but it’s how it usually comes across.
I don’t think you should give another thought to her review. I always go straight to the worst reviews but in a spirit of ‘well if that’s the worst they can think of to say everything else is probably actually ok.’

KitKatLove · 18/04/2023 15:14

I think you were right to respond based on the succinct nature of the review. If they had said that they were looking at booking a table but decided against it because you serve xyz that’s completely different and wouldn’t warrant a reply.

Reugny · 18/04/2023 15:15

Cleoforever · 18/04/2023 14:45

But not quite the same as this scenario

the reviewer is not reviewing her experience

she is reviewing the menu

Show quote history

That person wasn't reviewing their experience either.

There are lots of fake reviews online.

Businesses tend to either:

  • respond to every single review good or bad. With bad ones they can query when the person visited their establishment/used their service/give a generic brush off response
  • not respond to any reviews at all

Those who give a generic brush off response or flood their review pages with 5 star reviews to hide poor reviews are the businesses I avoid.

saraclara · 18/04/2023 15:15

If she claims she ate there and you're 100% certain she never had, then you can calmly point out her lie. But if she's simply pointing out a menu item, then you're just going to sound petty and put people off.

Like a pp., I'm suspicious of places that get 5* and nothing else. This one review standing alone, based on nothing but the writer's opinion on a controversial meat item, won't affect people's general impression of the place, so I'd delete your comment.

fruitbrewhaha · 18/04/2023 15:15

I think it’s fine to respond to reviews and actually better than ignoring them. If a venue has lots of 4/5 stars and then a 2 star with something like “I ordered the squid and the portion was tiny, my wife had the lamb and it was over cooked” then the reply is “I did let you know the calamari is a starter but you were keen to have it as a main with some chips, the lamb is slow cooked overnight and when we asked if everything was ok, which I did myself, you said it was delicious. I would have been happy to exchange the lamb if you’d let me know it wasn’t to your wife’s liking”. I think yeah, in your face reviewer.

But not when there’s some weird argument.

Rewis · 18/04/2023 15:15

I've been more times turned off by the comments of the owner than by bad reviews.

BenCoopersSupportWren · 18/04/2023 15:16

I think I'd change what you said and write something along the lines of you understand that these ingredients can be controversial. That you appreciate her taking the time to leave a comment and will bear her opinions in mind when planning future dishes. However, you just wanted to make clear to anyone else reading the reviews that this is a review of the menu itself, not a review from someone having actually eaten at the restaurant.

I think this is a good response.

I quite like seeing a business owner respond with a 'touché' style response (e.g. 'you've never been here') but I'm petty 😂

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