Active discussions

Meet the Other Phone. Child-safe in minutes.

Meet the Other Phone.
Child-safe in minutes.

Buy now

Please or to access all these features

Talk
Chat

Join the discussion and chat with other Mumsnetters about everyday life, relationships and parenting.

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
LuckySantangelo35 · 18/04/2023 15:52

Shade17 · 18/04/2023 15:49

To be clear - not Foie Gras

Shame! It’s delicious! I must admit I love veal as well, Veal Milanese is something I cook regularly.

@Shade17

do you not know about the animal cruelty involved with those particular things?

Sonofagun · 18/04/2023 15:52

I think you're response is perfectly valid.

I manage the online reviews for the company I work for and I make a point of responding to all reviews good and bad.

Rosscameasdoody · 18/04/2023 15:52

Apologies, not read the full thread. OP, can you not contact Google and have it taken down ? If she has written a review without ever being a customer, then you could argue it’s not a verified review based on the customers’ own experience.

drpet49 · 18/04/2023 15:52

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?

I agree. I would also report the post to Tripadvisor and ask for it to be removed. The fact she hasn’t even eaten there is laughable and the so called should be removed.

Wanttobefree2 · 18/04/2023 15:53

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?

I think you should reply and add some context (do you know for sure she hasn’t come in and was booked under someone else’s name) but I’d recommend you be super nice about it. I think potential customers read more into the way a business responds than the actual review itself.

LuckySantangelo35 · 18/04/2023 15:54

oakleaffy · 18/04/2023 15:36

I’m all for animals being treated ethically if they are being eaten, I’m not a soft bunny hugger but Foie Gras is appalling.

Gavage and how the duckings who are the wrong sex are literally minced alive in a blender made me feel so sick I can’t get the images out of my head fo the forced feeding and mincing of the living ducklings.

I’m absolutely against such barbaric practices that occur in Foie Gras and veal.
No need for it.

Totally agree with you

it is so unnecessary

the process of veal and foie gras make me feel ill as do the people who eat them

MrsRobinsonsHandprints · 18/04/2023 15:54

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.

I agree with this, often bad reviews are a positive to me.

MrsRobinsonsHandprints · 18/04/2023 15:56

oakleaffy · 18/04/2023 15:36

I’m all for animals being treated ethically if they are being eaten, I’m not a soft bunny hugger but Foie Gras is appalling.

Gavage and how the duckings who are the wrong sex are literally minced alive in a blender made me feel so sick I can’t get the images out of my head fo the forced feeding and mincing of the living ducklings.

I’m absolutely against such barbaric practices that occur in Foie Gras and veal.
No need for it.

I hope you don't eat eggs then as this is the fate of the majority of male chicks.

LuckySantangelo35 · 18/04/2023 15:56

gogohmm · 18/04/2023 14:36

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

@gogohmm

do you really not care at all about animal welfare? Like really?

saraclara · 18/04/2023 15:57

I think potential customers read more into the way a business responds than the actual review itself.

Absolutely. I have no opinion on the serving of veal, so wouldn't have given her review any credence at all. In fact is probably have rolled my eyes at her.

But your sarky reply would have me cross your restaurant off my list.

Laiste · 18/04/2023 15:57

I think it would have been better not to reply.

Your reply has probably drawn more attention to that negative review.

If you really wanted to reply you should have simply said ''we are sorry you are unhappy about an item on our menu, thank you for your feedback, but while it is popular with our customers we will continue to offer it as an option''.

Has she got the 'right' to comment on the menu on a review site? Absolutely IMO.

Rosscameasdoody · 18/04/2023 15:57

DarrellRiversCriminalBehaviourOrder · 18/04/2023 15:36

Now I think that if I eat with you and have any kind of issue while there, I'll get a shitty, childish and unprofessional response if I raise it.

Why ? The OP is questioning why someone who hasn’t eaten there would write a negative review. And she’s already said that she has no problem with reviews based on personal experience.

FrostyFifi · 18/04/2023 15:57

I actually like it when owners answer reviews, it looks like they care. But these responses need to be factual, courteous and professional otherwise it does look bad. If your response is that then I'd leave it.

Laiste · 18/04/2023 15:57

saraclara · 18/04/2023 15:57

I think potential customers read more into the way a business responds than the actual review itself.

Absolutely. I have no opinion on the serving of veal, so wouldn't have given her review any credence at all. In fact is probably have rolled my eyes at her.

But your sarky reply would have me cross your restaurant off my list.

yes totally.

Marchintospring · 18/04/2023 15:58

I always read the poor reviews to see what if any problems it may have. Quite often in decent places it’s whole families posting reviews for one meal that had a poor experience.
I recently read several ( clearly the same group) that complained about being rushed, moved on before they’d finished, rude staff etc. The management wrote back that their table of 14 had been advised they needed to leave by a certain time but they had all turned up half an hour late and had wanted puddings after the set time. They explained clearly that the tables were to be split back up used for afterwards for 5 other bookings. It would have meant 5 disappointed tables if they hadn’t turned them round in time. Not rude just an explanation of why.
I think clarity helps. Keep the reply up Op.

Catspyjamas17 · 18/04/2023 15:58

Could you not ask Google to remove the review if she has not eaten there? Though I think your response is ok.

AskMeMore · 18/04/2023 15:58

Just remove your comment. She does not say she has eaten at your restaurant or that any of the food is poorly cooked. She has stated a fact that she does not like your menu item. Anyone who cares will already not go to your restaurant.

justasking111 · 18/04/2023 15:59

Friends have an outstanding restaurant. They always without fail thank people for good and fair reviews. Ignore the rest.

Daffodilmorning · 18/04/2023 15:59

She doesn’t need to eat at your restaurant to comment on the type of food you serve.

It would be unreasonable for her to write that your food tastes disgusting, because how could she know?

But you do sell veal, and she does find that upsetting. It’s not an inauthentic review.

RichardHeed · 18/04/2023 16:00

I think W we’ll come constructive retort would have been fine. However your reply comes across as very petty and made me roll my eyes tbh.

Namechange10101010 · 18/04/2023 16:00

SafferUpNorth · 18/04/2023 15:33

@foodcritic I really feel for you but I'm afraid to say your reply to her sounds very petty and snippy, and is more likely to do reputational damage than her original review. Plus, you cannot be 100% sure she's not eaten there.

If you do feel the need to reply, I would provide a short rational explanation why the view of veal as cruel is outdated in the context of UK welfare standards, As others have said (unless of course you do use imported veal). Use it as a chance to educate. Personally I don't see the problem with British RSPCA assured veal:

Agree with this.

I think it was a Gordon Ramsey programme that educated me that my view that eating veal was cruel and depriving the baby animal of a life was actually likely to give them an even worse outcome shipped alive on a stressful journey, then slaughtered because there isn't the demand for the meat in the UK and the farmer has no use for the males.

Pluvia · 18/04/2023 16:00

Don't have time to read the whole thread, but where do you get your veal? Is it ruby veal? Is it British from a known source?

I think attitudes towards veal have changed a lot in the last 20 years. I have Welsh dairy farming friends who raise a few male calves for veal instead of sending them off to be turned into dog-food. They are kept well, with plenty of space and among the other calves, getting a milk and fodder-based diet as appropriate and out in the field when old enough. It's nothing like the old cruel crate-confined, milk-fed veal that people quite rightly protested about.

If you are offering 'good' veal from a known source, I would mention this and point out that this is not veal of old. If she objects to it she should be up in arms about lamb and other meat, too.

I might phrase my response to her something along the lines of: 'Our veal is ruby veal, raised in the UK to high welfare standards. Calves roam freely and have a mixed diet. This is not the old, cruel, white veal that many people remember.'

RichardHeed · 18/04/2023 16:01

*a well constructed… what a failure of spag

Marchintospring · 18/04/2023 16:01

Laiste · 18/04/2023 15:57

I think it would have been better not to reply.

Your reply has probably drawn more attention to that negative review.

If you really wanted to reply you should have simply said ''we are sorry you are unhappy about an item on our menu, thank you for your feedback, but while it is popular with our customers we will continue to offer it as an option''.

Has she got the 'right' to comment on the menu on a review site? Absolutely IMO.

The generic replies are THE WORST. That really shows a business that doesn’t give a shit or learn from the problems.

NotQuiteHere · 18/04/2023 16:02

As long as your response is a true reflection of you as a business owner, leave your response as it is. Customers need to know the attitudes of people in charge of the restaurant.