I know I'm not being U but why do people do this???

[KiraL]

I own a small cafe. The other day a couple came in and ordered 2 teas. Fine. They sat for 2 hours on their laptops. Also fine as I don’t mind this if we’re not too busy.

One of them then went across the road to Sainsbury’s and bought sandwiches/ crisps etc which they then proceeded to eat in my cafe.

I was gobsmacked as I obviously sell sandwiches/ soup/ everything that a cafe sells as the sole purpose of operating as a cafe.

I asked them very politely if they would mind not eating food purchased elsewhere to which they were highly offended and have now left me a tripadvisor rating of “poor” because I made them feel “uncomfortable.”

WTF?

Snork I pretty much used your reply so thank you for that.

Just to address a few points:

I supply gluten free and vegan food (including cakes and numerous non dairy milks) if I didn’t, I would not object to someone bringing something in due to dietary requirements. I try to be as accommodating as possible, I even allow cyclists/ runners to pop in and top up their water bottles for free/ use the bathroom. Most of them put some change in the tip/ charity jar which is appreciated.

These two, however, had BLT sandwiches and walkers crisps so I’m presuming they could have also eaten my freshly prepared bacon sandwiches and maybe even a slice of my homemade cheesecake, which would have been much nicer, I’m not even much more expensive!!

Perhaps I’ve developed a reputation for being too soft

Awful - sorry this happened to you. I also find people who sit in cafes / coffee shops for hours nursing a coffee while on their laptop are really judgemental of mums, as they seem to think the cafe is their own personal office.
There's a cafe that me and a group of mums like going to after a baby class. Last week we had been in there hours, ordering lots of food and cake and coffees. Guy on his laptop was there before us and had been nursing the same coffee the whole time. He kept looking over at us (toddlers very well behaved- enjoying their food, chattering) as if to say "keep it down - I'm working". One of the toddlers started crying - he huffed, got up and immediately walked up to the counter (obviously to complain about the noise). The cafe staff said loudly that it was a family eatery and not an office space and that we were very good customers. He said that he was a good customer too and she replied that he had finished his drink quite some time ago, whereas the ladies and babies were still enjoying theirs, and she of course would not be asking us to keep the noise down.
I wanted to highfive her.
I feel like some work from home-ers think that cafes owe them a quiet office space with free WiFi. It's bizarre.

KiraL - your cafe sounds lovely. Can you post a link so that if any of us are in the area we can come and redress the balance.

Taking your own food into Starbucks/Costa/Cafe Nero: Fine

What? No it's not

Yes definitely need to know where to come for gluten free cakes!

Yanbu - they were being ridiculous but I'm not surprised at their response on TripAdvisor. I've had this a few times in the cafe where I work, at least a couple of instances per week, and instead of being embarassed for trying it on they are outraged at being asked not to consume their own food.
Think the cheekiest so far was being asked for x2 hot waters (free) then making a big show of opening an expensive box of cakes from elsewhere and when asked not to eat them, they were genuinely shocked and argued that 'but we have drinks from here!!' [Shock]
Glad you've responded

"Can you post a link so that if any of us are in the area we can come and redress the balance"

And comment about the CFs who bought their food elsewhere (evil)

Are you in London Op? Always nice to have nice new places to visit. I can’t believe the cheek of some people.

I used to be a waitress in an independent pizza restaurant. One time a family came in ready prepared with McDonalds for their children. They were gobsmacked when i told them that it wasn't OK.

Where are you OP? I'd like to visit :)

Cheeky so-and-sos! Make sure you DO respond on trip advisor. I am always impressed when owners take the time to put the record straight.
Might be an idea to put a sign in the café saying that it is not permitted for customers to consume food bought elsewhere on your premises!

I like the idea of replying to the original comment and putting up a sign to deter future moochers.

I used to do this in Starbucks when I was a poor student but I wouldn't have dreamt of doing it to an independent even then. I'd totally link to this in your tripadvisor reply (apologies if you already have - speed reading first pages while I have 2 mins). At the end of the day they were being CF's staying for 2 hours on one brew so they need an ear bashing anyway. Self entitled nobbers.

What do they think you are running for goodness sake. Reply and highlight their actions. Maybe get a discreet sign for your door saying food consumed has to be bought on premises ( maybe exclude toddlers). Would they go into a pub order a drink then nip to off licence bring back a bottle of what they were drinking
and set it up on the bar. Cheek!

I used to work in a smallish independent café. You have my sympathy OP! It was long before internet reviews for me, I wouldn't put myself through it now.

As well as the sneaky food bringers, there were the thieves (literally anything that wasn't nailed down, including lightbulbs), the abuse(was punched in the face because we had a power cut and had to close), the disgusting messes some people left and the crowning moment when a woman changed her toddlers shitty nappy on the table.

Before I worked in a café I thought I wanted to work with the public. Now I like the internet between me and my customers!

Respond to the feedback! Cheeky fuckers!

Just looked at trip advisor to see if you were my local cafe that does amazing gluten free cake next to Sainsbury. ... where are you op as gluten and dairy free is hard to find 😊

Also I'd like the link, too!

I confess to using our local Costa for hours recently on several occasions due to workmen in the house, no kitchen and being heavily pregnant - but I bought items throughout the day and must have spent a fortune in there so although I felt guilty at first I think on reflection it was reasonable

OP, your cafe sounds lovely. Maybe you could let us know roughly whereabouts you are in country and then any interested local mumsnetters could PM you for link if you’d be more comfortable?

I am guilty of occasionally sitting over one coffee for quite a long time, although I wouldn't buy my own food to take in.

Luckily there are a good few cafes in my area that genuinely welcome the laptop brigade; and anyway, while I might sit over one coffee on a weekday morning, if a place is relaxed and hospitable I'm much more likely to go at a weekend and spend a decent amount of money on breakfast or lunch, not to mention take other people too and recommend the place to others.

I'd write a calm and measured response to the Tripadvisor review pointing out that, while you welcome people who enjoy your cafe as a quiet place to relax/work, you do quite reasonably ask people to refrain from bringing in their own food.

Taking your own food into Starbucks/Costa/Cafe Nero: Fine

No it's not, unless it's food prepared at home for a toddler or baby.
Food bought from another shop? Never.

Agree with Lonicera regarding the notice. It is not unreasonable to request that only food sold in your cafe be consumed on the premises. Definitely give a robust response to their unfair and unfavourable tripadvisor rating. They were taking the pee in doing what they did and they know it.

OP, can I make a suggestion? I think it’s fine (and correct) to reply to those people, as they clearly took liberties. But for me as a potential customer, I’m slightly put off when business owners respond only to negative reviews. I’m not saying this is something you do, but I think it shows a personal touch and creates a good impression when a business owner responds to all reviews, good or otherwise.

Definitely respond to the review. Make it known that they felt uncomfortable because they’d been caught behaving in an unreasonable way. Who does that? Outrageous.

Send me a link by pm and I will big you up!!!!

Outrageous behaviour.