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Chinese Takeaway Goes Viral For Its Savage Replies To Bad Customer Reviews
Interview With Owner
For a local takeaway, a single customer review can make it or break it in the restaurant game. And Alice Cheung, the owner of Chinese eatery Oriental Express in Pudsey, Leeds, is making sure that the latter doesn’t happen. 50-year-old Alice has a zero-nonsense policy when it comes to every single bad review a customer leaves for her takeaway.
Oriental Express has 149 reviews on Just Eat where Alice posts her blunt responses. It has a rating of five out of six stars, which is honestly quite good, but Alice wants to make sure if anyone’s leaving a bad review, they are doing so reasonably.
“[Negative] reviews tend to put business owners down and demotivate them, I want to be realistic,” Alice told Leeds Live, referring to her savage replies, and added: “I think reviews should be honest and not corporate responses.”
So let’s see what the whole buzz is all about since the internet is all in for Alice’s unusual way of handling unsatisfied customers.
RELATED:
Someone pointed out that the Oriental Express takeaway in Pudsey, Leeds pens hilarious responses to bad reviews and it blew up on social media
Image credits: mpwoodhead
Image credits: Oriental Express
The owner of the Oriental Express eatery in Pudsey, Leeds isn’t afraid of telling diners to eat elsewhere if they are not happy with the food. Her savage review responses like “We are good, but mind reading the stupid is not one of our skills” and “Let me guess, too much food, too tasty, delivered too quickly” started circulating on social media.
And here are some of the funniest responses to negative reviews left for the Oriental Express takeaway on Just Eat
Image credits: Oriental Express
Image credits: Oriental Express
Bored Panda reached out to a representative from Oriental Express Chinese takeaway to find out what they had to say about their blunt review responses going viral. “I had no idea they would go viral! It really just blew up overnight, we did think some of the responses were cheeky but within right reason,” the spokesperson said.
Image credits: Oriental Express
Image credits: Oriental Express
They also said that the big platforms like JustEat monitor and remove any review or response they deem malicious. “So it seems they’re fine with our responses…”
“Obviously best practice would be ‘customer is always right’ and I believe this is true when the restaurant or shop is at fault… But if you’re leaving bad reviews as a form of blackmail for free meals or to try get refunds, it’s absolutely ridiculous!”
Image credits: Oriental Express
Image credits: Oriental Express
The spokesperson from Oriental Express added that they “feel like the online apps may even benefit from news like this too and again, if you’re a good restaurant or takeaway, you’ll get majority good reviews anyway.”
Image credits: Oriental Express
Image credits: Oriental Express
When it comes to telling apart genuinely unsatisfied and plain mean reviews, the restaurant says that they’ve seen a lot of people talk about the ‘grey area’ between knowing what’s genuine and mean. “The clear answer is if it’s genuine feedback, the restaurant will know they’ve physically dealt with the customer and have it on record so they know the truth.”
Image credits: Oriental Express
Image credits: Oriental Express
“For example, if you order 2 portions of chips and it’s on the receipt but you ring, complain, and leave a bad review that you accidentally ordered 2 and not 1 then it’s stupid, you’re at fault!”
Image credits: Oriental Express
Image credits: Oriental Express
But sometimes at Oriental Express, just like any other restaurant, things don’t go according to the plan. “There are times when things like delivery times can be longer than expected, especially due to lockdown and increased delivery orders. These are normally genuine, but you can expect food to take over an hour during busy periods. If you want it quicker, come pick up, it’s simple.”
Image credits: Oriental Express
Image credits: Oriental Express
The restaurant’s representative believes that some people feel like “they need to post something mean because most of the time they feel entitled, it’s really that simple. If you’ve got genuine feedback, do you need to throw abuse?”
Image credits: Oriental Express
Image credits: Oriental Express
“There’s people that read the horrible reviews and a human behind the phone call when you throw abuse, not just the name, so there shouldn’t be a reason to throw abuse over a £10 meal. If you have something to say… just be polite!”
The person behind the blunt review responses is the owner Alice Cheung, who feels it’s just fair to let others know if the negative review was unreasonable
Image credits: Oriental Express
The owner Alice said that the restaurant feels pressure to adjust to the new kind of customer service, where Just Eat has changed the ways people order food. “Just Eat and everything has become a big thing so we have had to adjust from the old days of taking calls and writing everything down on a piece of paper.”
Moreover, these new food order apps have “given people more of a voice and a platform to say what they think.”
And while “the majority of our reviews are pretty good, and we have a lot of return customers,” Alice believes it’s just fair to respond to an unreasonable bad review. “Sometimes we have reviews where people are just plain rude or will say something that is not true.”
Many people found them hilarious but some pointed out that it could as well be just genuine reviews of bad food
What do you think ?
Hazel Waring 4 years ago
I'm all for non-corporate and human responses, but this seems overly abrasive. I wouldn't want to order from here because if something genuinely did go wrong, my name and review would be rudely sassed online as a liar. No thanks - I can find drama-less food elsewhere and happy to take it.
.gas. 4 years ago
Ha! I commented similar before reading this. Concur. People have different opinions, and sometimes a valid concern is raised. But rather than work to improve, these owners seem more interested in calling people out, and becoming "stars" for their snarky comments.
Load More Replies... 
Jenny McKeown 4 years ago
Several of these sound like very genuine complaints. Of course someone could cook for themself, but they have chosen to order a takeaway and have the right to expect it to be nice. Similarly, if chicken is undercooked it is a health hazard, it's not unreasonable to expect it to come cooked without having to come and show the restaurant yourself. I would never order from This place!
Jackson Gohn 4 years ago
So, has she ever admitted to a mistake and apologized, or does she always blame anybody who criticizes her? There is no Chinese takeout restaurant that has not deserved at least one bad review in the past.
Jo Davies 4 years ago
If you Google and check the 1 stars, yes, she does.
Load More Replies...
Daniel Marsh 4 years ago
Too many of these simply boil down to: "The food took forever to get here." "No! You lie!"
Zaza 4 years ago
I like some of the responses, but some others, jeez, get off your high horse lady, you're a restaurant owner, not a statue to be worshipped by all. People get to have their opinion about stuff, including your food and your restaurant Antagonizing them when they left a review with no text? Badmouthing people who gave you 4 stars (which is pretty dang good for fastfood). Seems like you demand everyone give you the highest of praise and if they don't you scold them? Good way to make sure people like me will never ever come to your place for food
Al Jones 4 years ago
I would understand and agree with their response if the customer acted crazy and the complaints were either obviously untrue or massively exaggerated. But it doesn't appear to be the case here, they seem to just like writing witty responses. What they should be looking at instead is what caused the complaint and even if they disagree with the comments, at least be polite about it. It might be funny to read but I've decided not to eat at restaurants because of replies like that to reviews.
Angela Botticelli 4 years ago
If all the complaints are about the same thing then I'm inclined to believe the reviewers
No you didn't 4 years ago
Reading these, I get the impression that it's an overpriced rude place with mediocre food at the most that can't take criticism.
Beth Dezarn 4 years ago
Lack of accountability isn't clever, it's off-putting. I doubt every single one was fake or to get something free. Many were star ratings only, how would that get them anything free?
Gogubaci 4 years ago
I'm in two minds about this... I do think a lot of people are entitled littel brats but this type of response can also hide serious problems, I mean food might be legit c***p. I like Chinese food, but to be fair so far it's been quite a challenge to find a very good one. It can come from the most unnassimg places like this one, but in general, from experience, these are c***p. Bottom line, what she's doing might actually hurt the business in the long run.
Billy The Kid 4 years ago
This is a page for customers to leave their reviews. Why are they being insulted for their opinions? Should it be leave a review if they are positive ones only?
Cory Kent 4 years ago (edited)
Well thanks for sharing this. Now I know where I will not order. This owner clearly cannot be the bigger person, or take the high road, or otherwise show she is beyond the level some of the really lame complainers. At least, if someone's dinner was delivered late, and the driver had tried to call and get detailed directions, she could have said something nicer like: "We're sorry your meal was late. Our driver had difficulty finding your location, and he tried to call a number of times, but was unable to get a hold of you. If you wish to come back we will try to improve, and you could help us by giving clear instructions of your expectations and directions next time." Simple, and kind. Kindness from everyone will make the world a better place for everyone.
Jennifer DeFillippo 4 years ago
oh...and one more thing. ....about the woman who complained that the driver yelled at her & this owner criticized her for "refusing to take his calls"....Does anyone here know anyone at all who makes a habit of answering unfamiliar numbers? I, for one, NEVER do. They can leave me a voice mail and if it is legit, I always call them back. I don't know anyone who answers a caller they don't recognize! Let the drivers use GPS if they're that stuck.... problem solved.
Jennifer DeFillippo 4 years ago
...wow. ...and again. ...wow. ... I would never order from this woman. She may have to right to question a negative review (and for that, who can blame her?) but to be this abrasive, this rude and this arrogant with the very people who have ordered from her restaurant is completely UNcalled for. It's a good thing I don't eat Chinese food.
Papa Emeritus IV 4 years ago
This is a good advertisement for the restaurant. I would definitely order if it was local.
Rich McCormick 4 years ago
If something is wrong with the order or it's late don't be a wimp and write a review ASSUMING you know the whole story. Call the eatery and ask to speak to the manager! Sheesh. I don't blame that woman. As a person that used to be a full time hairdresser I had a friend that had a bad online review about her work. She was a BRILLIANT hairdresser so I knew it was fake and as it turned out it was fake but that ONE review did some damage to my friends business, ONE REVIEW. Your not happy with the food or the delivery time? CALL and hold them to their word on fresh, delicious and on time delivery. There very well might have been an issue that was out of their control.
Anagram margana 4 years ago (edited)
Be very wary of a restaurant that is ALWAYS defensive over reviews that are even slightly critical. Most of these were not over the top bad...in fact, most seemed like valid complaints — or at least ones that could have been cleared up by a normal response from the owner. It speaks volumes about her insecurity and poor management skills that she feels the need to respond in such a sarcastic, rude manner. Hey, you know what they say: Can’t take the heat? Well, get outta the kitchen. But in this case, you might want find a whole new profession.
Louise Cormier 4 years ago
I would never order from that takeaway restaurant. Since when is it trendy to be rude and aggressive with customers? « Mind reading the stupid » is not in Mrs. Cheung’s skills nor politeness, nor respect, nor owner-clientele know how!
Sasy 4 years ago (edited)
It looked as though her reactions were to misleading reviews not just complaints. I personally do not really understand why you would take a complaint if valid to a review anyway. If something is good rate it, compliment it, but if something genuinely occurs deal with the store. I got a middle raw burger the other day...we get from this store often, 99.2% of the time great, mistakes happen , you can be so busy your grills are so hot things are cooking too fast etc. I called them to let them know it happened, not to complain. If it was frst time buying from them and everything bad, I would let them know and expect a refund. If they didn't do so, It is just a bad experience. Taste of food is very hard to rate, you can not like something, but it does not mean it is bad, it is just their way of doing things. I have seen reviews that mention things that don't exist, sometimes they even have the wrong business. It is a shame this is a tool people use to mess with people.
Ivana Bogdan 4 years ago
I disliked this because she even replied on people who just rated and not commented. Duh, get a life. People have right to give whatever rate they want. No need to provoke everybody.
Kenny Kulbiski 4 years ago
If I like a place I go back to it. If I don't, I don't. Radical, I know but it saves time and unnecessary hassles.
Ejeta Nathaniel 2 years ago
Thanks for the information you shared about Panda Express Feedback I appreciate your efforts and taking the time and sharing this content.
Vicky Z 4 years ago
I'm sorry but she seems too rude for me... I also deal with customer service and i really want to answer to customers like they deserve, but many complains seemed logical and genuine... a lot mentioned the delays and many reviewed very politely! She even answered rude to someone that gave 4 stars!! It's not ok and believe it or not she IS harming her business! I read reviews very often and i never order from places with rude owners!!
Louise Cormier 4 years ago
I would never order from that takeaway restaurant. Since when has it become trendy to be rude and agressive towards another person? « Mind reading the stupid » is not in Mrs. Cheung’s skills nor politeness, nor respect, nor owner- clientele know- how.
Wilf 4 years ago
The pictures of the food on their website look absolutely ghastly. I would be so ashamed to build my business model not on striving to provide the best quality I can, but on being nasty enough to get myself plastered across the UK tabloid press... "As seen in the Sun newspaper".... I mean really, it's just embarrassing.
Dustin Weddle 4 years ago
Lol, y'all are the reason businesses SHOULD speak up. She seems to be doing just fine without your entitled egos.
Kristina Funkycrew 4 years ago
I would avoid this place like a plague, they can keep their passive aggressive attitude to themselves 😴
Seanette Blaylock 4 years ago
I'm not sure there's any passive in her aggression.
Load More Replies...
Diane Knight 4 years ago
Ow, come on , the one where it's noted " for the millionth time, don't exaggerate ...." is great!
Phendrena 4 years ago
So here is the question, who posted this article - based on the twitter thread - first? The Poke or Bored Panda? Will it appear on The Chive at some point? Who knows..... hmmmmmm
Wilf 4 years ago
She has been doing the rounds of the entire British tabloid gutter press for a long time- she even promotes "as seen in..." on her website. It is basically her whole business model. The food, by the way, is locally known to be absolute shite.
Load More Replies...
Luuta 4 years ago
It gota 5/5 for food hygiene (the scoring system is very generous. Anything less than a 4 is awful, to achieve a 5 just requires the owner to pass the minimum standards, so it isn't amazing praise, but it is good). 152 reviews on Just Eat, the delivery service, gave it an average of 4/5, which is fairly bog standard. So reports of portions being smaller than the competition and food not being hot enough are probably fairly common. On the whole, it looks like a fairly standard UK Chinese Takeaway (by which I mean pretty awful, but not exceptionally so).
Mauve Mouse 4 years ago
Okay that was frickin HYSTERICAL. Anyone who is offended has obviously never worked with the public, bully for you.
Hazel Waring 4 years ago
I'm all for non-corporate and human responses, but this seems overly abrasive. I wouldn't want to order from here because if something genuinely did go wrong, my name and review would be rudely sassed online as a liar. No thanks - I can find drama-less food elsewhere and happy to take it.
.gas. 4 years ago
Ha! I commented similar before reading this. Concur. People have different opinions, and sometimes a valid concern is raised. But rather than work to improve, these owners seem more interested in calling people out, and becoming "stars" for their snarky comments.
Load More Replies... Jenny McKeown 4 years ago
Several of these sound like very genuine complaints. Of course someone could cook for themself, but they have chosen to order a takeaway and have the right to expect it to be nice. Similarly, if chicken is undercooked it is a health hazard, it's not unreasonable to expect it to come cooked without having to come and show the restaurant yourself. I would never order from This place!
Jackson Gohn 4 years ago
So, has she ever admitted to a mistake and apologized, or does she always blame anybody who criticizes her? There is no Chinese takeout restaurant that has not deserved at least one bad review in the past.
Jo Davies 4 years ago
If you Google and check the 1 stars, yes, she does.
Load More Replies... Daniel Marsh 4 years ago
Too many of these simply boil down to: "The food took forever to get here." "No! You lie!"
Zaza 4 years ago
I like some of the responses, but some others, jeez, get off your high horse lady, you're a restaurant owner, not a statue to be worshipped by all. People get to have their opinion about stuff, including your food and your restaurant Antagonizing them when they left a review with no text? Badmouthing people who gave you 4 stars (which is pretty dang good for fastfood). Seems like you demand everyone give you the highest of praise and if they don't you scold them? Good way to make sure people like me will never ever come to your place for food
Al Jones 4 years ago
I would understand and agree with their response if the customer acted crazy and the complaints were either obviously untrue or massively exaggerated. But it doesn't appear to be the case here, they seem to just like writing witty responses. What they should be looking at instead is what caused the complaint and even if they disagree with the comments, at least be polite about it. It might be funny to read but I've decided not to eat at restaurants because of replies like that to reviews.
Angela Botticelli 4 years ago
If all the complaints are about the same thing then I'm inclined to believe the reviewers
No you didn't 4 years ago
Reading these, I get the impression that it's an overpriced rude place with mediocre food at the most that can't take criticism.
Beth Dezarn 4 years ago
Lack of accountability isn't clever, it's off-putting. I doubt every single one was fake or to get something free. Many were star ratings only, how would that get them anything free?
Gogubaci 4 years ago
I'm in two minds about this... I do think a lot of people are entitled littel brats but this type of response can also hide serious problems, I mean food might be legit c***p. I like Chinese food, but to be fair so far it's been quite a challenge to find a very good one. It can come from the most unnassimg places like this one, but in general, from experience, these are c***p. Bottom line, what she's doing might actually hurt the business in the long run.
Billy The Kid 4 years ago
This is a page for customers to leave their reviews. Why are they being insulted for their opinions? Should it be leave a review if they are positive ones only?
Cory Kent 4 years ago (edited)
Well thanks for sharing this. Now I know where I will not order. This owner clearly cannot be the bigger person, or take the high road, or otherwise show she is beyond the level some of the really lame complainers. At least, if someone's dinner was delivered late, and the driver had tried to call and get detailed directions, she could have said something nicer like: "We're sorry your meal was late. Our driver had difficulty finding your location, and he tried to call a number of times, but was unable to get a hold of you. If you wish to come back we will try to improve, and you could help us by giving clear instructions of your expectations and directions next time." Simple, and kind. Kindness from everyone will make the world a better place for everyone.
Jennifer DeFillippo 4 years ago
oh...and one more thing. ....about the woman who complained that the driver yelled at her & this owner criticized her for "refusing to take his calls"....Does anyone here know anyone at all who makes a habit of answering unfamiliar numbers? I, for one, NEVER do. They can leave me a voice mail and if it is legit, I always call them back. I don't know anyone who answers a caller they don't recognize! Let the drivers use GPS if they're that stuck.... problem solved.
Jennifer DeFillippo 4 years ago
...wow. ...and again. ...wow. ... I would never order from this woman. She may have to right to question a negative review (and for that, who can blame her?) but to be this abrasive, this rude and this arrogant with the very people who have ordered from her restaurant is completely UNcalled for. It's a good thing I don't eat Chinese food.
Papa Emeritus IV 4 years ago
This is a good advertisement for the restaurant. I would definitely order if it was local.
Rich McCormick 4 years ago
If something is wrong with the order or it's late don't be a wimp and write a review ASSUMING you know the whole story. Call the eatery and ask to speak to the manager! Sheesh. I don't blame that woman. As a person that used to be a full time hairdresser I had a friend that had a bad online review about her work. She was a BRILLIANT hairdresser so I knew it was fake and as it turned out it was fake but that ONE review did some damage to my friends business, ONE REVIEW. Your not happy with the food or the delivery time? CALL and hold them to their word on fresh, delicious and on time delivery. There very well might have been an issue that was out of their control.
Anagram margana 4 years ago (edited)
Be very wary of a restaurant that is ALWAYS defensive over reviews that are even slightly critical. Most of these were not over the top bad...in fact, most seemed like valid complaints — or at least ones that could have been cleared up by a normal response from the owner. It speaks volumes about her insecurity and poor management skills that she feels the need to respond in such a sarcastic, rude manner. Hey, you know what they say: Can’t take the heat? Well, get outta the kitchen. But in this case, you might want find a whole new profession.
Louise Cormier 4 years ago
I would never order from that takeaway restaurant. Since when is it trendy to be rude and aggressive with customers? « Mind reading the stupid » is not in Mrs. Cheung’s skills nor politeness, nor respect, nor owner-clientele know how!
Sasy 4 years ago (edited)
It looked as though her reactions were to misleading reviews not just complaints. I personally do not really understand why you would take a complaint if valid to a review anyway. If something is good rate it, compliment it, but if something genuinely occurs deal with the store. I got a middle raw burger the other day...we get from this store often, 99.2% of the time great, mistakes happen , you can be so busy your grills are so hot things are cooking too fast etc. I called them to let them know it happened, not to complain. If it was frst time buying from them and everything bad, I would let them know and expect a refund. If they didn't do so, It is just a bad experience. Taste of food is very hard to rate, you can not like something, but it does not mean it is bad, it is just their way of doing things. I have seen reviews that mention things that don't exist, sometimes they even have the wrong business. It is a shame this is a tool people use to mess with people.
Ivana Bogdan 4 years ago
I disliked this because she even replied on people who just rated and not commented. Duh, get a life. People have right to give whatever rate they want. No need to provoke everybody.
Kenny Kulbiski 4 years ago
If I like a place I go back to it. If I don't, I don't. Radical, I know but it saves time and unnecessary hassles.
Ejeta Nathaniel 2 years ago
Thanks for the information you shared about Panda Express Feedback I appreciate your efforts and taking the time and sharing this content.
Vicky Z 4 years ago
I'm sorry but she seems too rude for me... I also deal with customer service and i really want to answer to customers like they deserve, but many complains seemed logical and genuine... a lot mentioned the delays and many reviewed very politely! She even answered rude to someone that gave 4 stars!! It's not ok and believe it or not she IS harming her business! I read reviews very often and i never order from places with rude owners!!
Louise Cormier 4 years ago
I would never order from that takeaway restaurant. Since when has it become trendy to be rude and agressive towards another person? « Mind reading the stupid » is not in Mrs. Cheung’s skills nor politeness, nor respect, nor owner- clientele know- how.
Wilf 4 years ago
The pictures of the food on their website look absolutely ghastly. I would be so ashamed to build my business model not on striving to provide the best quality I can, but on being nasty enough to get myself plastered across the UK tabloid press... "As seen in the Sun newspaper".... I mean really, it's just embarrassing.
Dustin Weddle 4 years ago
Lol, y'all are the reason businesses SHOULD speak up. She seems to be doing just fine without your entitled egos.
Kristina Funkycrew 4 years ago
I would avoid this place like a plague, they can keep their passive aggressive attitude to themselves 😴
Seanette Blaylock 4 years ago
I'm not sure there's any passive in her aggression.
Load More Replies... Diane Knight 4 years ago
Ow, come on , the one where it's noted " for the millionth time, don't exaggerate ...." is great!
Phendrena 4 years ago
So here is the question, who posted this article - based on the twitter thread - first? The Poke or Bored Panda? Will it appear on The Chive at some point? Who knows..... hmmmmmm
Wilf 4 years ago
She has been doing the rounds of the entire British tabloid gutter press for a long time- she even promotes "as seen in..." on her website. It is basically her whole business model. The food, by the way, is locally known to be absolute shite.
Load More Replies... Luuta 4 years ago
It gota 5/5 for food hygiene (the scoring system is very generous. Anything less than a 4 is awful, to achieve a 5 just requires the owner to pass the minimum standards, so it isn't amazing praise, but it is good). 152 reviews on Just Eat, the delivery service, gave it an average of 4/5, which is fairly bog standard. So reports of portions being smaller than the competition and food not being hot enough are probably fairly common. On the whole, it looks like a fairly standard UK Chinese Takeaway (by which I mean pretty awful, but not exceptionally so).
Mauve Mouse 4 years ago
Okay that was frickin HYSTERICAL. Anyone who is offended has obviously never worked with the public, bully for you.
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