For small businesses these days, it’s all about customer reviews. It doesn't matter how slick of a marketing campaign you have or how much you invest in advertising and hosting grand events; it can all come hideously undone with a couple of unhappy customers who decide to tell the world about it.
However, it needn’t be the end of the world. Sometimes, if the negative feedback is genuine, a humble apology and promise to fix the issue can show honesty and willingness to listen, which many potential customers can appreciate.
Alternatively, if the complaint is malicious and false, a witty comeback and a withering response can also win fans. You might even go viral and get a ton of free exposure!
RELATED: Chinese Takeaway Goes Viral For Its Savage Replies To Bad Customer Reviews
How to Respond to Negative Feedback from Customers?
Being witty is your answer. Need further proof? Well, the good folks here at Bored Panda had collected a list of negative customer feedback examples when restaurant owners dealt with these negative reviews just perfectly. Scroll down below to check them out for yourself!
(Facebook cover image: Dave Walker)
This post may include affiliate links.
Do Restaurants Care About Reviews?
“You don’t define your brand. Your customers do,” is a common saying among customer service experts. And it’s true. Customer reviews have become so important to people that 90% of consumers read online reviews before visiting a business, as per Invesp. And 88% of consumers trust online reviews as much as personal recommendations. That’s a lot! So restaurants don’t just care about the reviews; they need them.
How Much Does a Bad Review Cost a Restaurant?
You need visible reviews for potential customers to check out, but they must be good ones. If you get a bad review, it can be soul-destroying; you pour your heart and soul into your business only to tarnish it by a customer who might simply be in a bad mood, didn’t like the restaurant’s food, or had unrealistic expectations.
Businesses are at risk of losing consumers who would have bought from them if there hadn’t been a negative review, as per Zen Business. Negative reviews can turn as much as 86% of customers away. You simply can't ignore difficult customers, no matter how unfair it might seem.
Also, they left, their table was given away, but the service was good.
That last post about women was over a year before he posted his review....But THE POINT IS what does all that have to do with his complaint? Either it’s true or it isn’t. Instead of just denying it though and assuring the public his restaurant doesn’t operate that way, he resorts to a b****y and unprofessional attack.
Either he's a major cheater, or just a liar. Either way he's a douchebag.
That's actually a lame answer from them, imo. It has nothing to do with the complaint.
Anniversary's are usually yearly, so it could go either way, but regardless I don't think the restaurant should have provided in the same accusatory tone as the reviewer.
Oof...problems with this guy’s personal life is much more serious than a bad review on a restaurant...😝
Anniversary's are usually yearly and he's posting about women 6mo ago, so it could go either way, but regardless I don't think the restaurant should have responded in the same accusatory tone as the reviewer.
His charming review of the ladies of San Diego was posted 16 days before his negative experience with his wife. What a packed life…
Why Do Customers Leave Bad Restaurant Reviews?
According to Social Media Today, 13.5% of customers say they post fake reviews or negative reviews out of vengeance, so chances are, they aren’t out to get you personally. 89.7% of people who complain want to get a response from you, which suggests that they are giving you the opportunity to make things right.
73.2% of people who complain hope to save others from having the same experience as they did. So, if you are helpful and make an effort to reply in a courteous way, you can use bad reviews for restaurants to show that you are willing to adapt to customer needs and demands.
Because they think being legal and making sense makes sense, unlike you, Blurred Name.
Can a Restaurant Sue You for a Bad Review?
During an interview with CNBC, Attorney Evan Mascagni said, “Most Americans don’t realize they can be sued for writing an online review. With the rise of user-generated [review] content sites like Yelp, TripAdvisor, Google, we’ve really seen a shift where folks are being sued for their speech online.”
As you saw in these bad restaurant review examples, it was apparent that the reviews were false. Our advice would be to avoid writing such fake reviews, or you might face a heavy fine from the restaurant.
If you come into a restaurant when they're closing you shouldn't expect suburb service. You're actually a d!ck for deciding to come in when they're trying to end their day because you feel entitled to food. Mcdonalds is open 24 hours.
This could really backfire for the other Chinese restaurant. People remember this kind of funny publicity better than a good review.
This is the proper way to respond to a bad review. Very carefully call out their lies without resulting to insulting them like the Irish restaurant did.
Perfect last sentence! !!!! 'Meat by itself is utterly fantastic.' Alsono exclamation mark. It is fact.
I wish they didn't block the people's names. I just want to see if it's someone I know so I know to stay clear of this person.
Who else feels the urge to find Peter B. from Forest Hill US and ask him if the burn already healed?
Dealing with False Complaints
The witty comebacks from the restaurant owners were really something! If you ever think about posting a false review, think twice. Or rather, don’t think about it at all! Which witty comeback did you like the most? Don’t forget to let us know in the comments. Also, share this with someone you know who has posted fake reviews. Let them know how badly it can come back to them!
I like posts like this, but they usually overdo it and after about 30 I'm done. Anyway, some of these are clearly a rude, entitled guest where others are salty immature owners.
I don’t like these reviews tbh, all we see are entitled, rude and arrogant owners.
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And now, we wonder, how many of these owners were lying to the reviewers?
I don't like businesses that say "We must be doing something right..we've been here for 30 years." My last job was 2 doors down from a restaurant that's been in business for 30+ years. The only reason he's been able to keep the doors open so long is that he does not pay his wait staff minimum wage (falsifies records to show he does,) he keeps food way past spoilage dates, and if ever the Health department or Labor department gets a complaint about him, he gets a heads up from his wife (who works for the health department) and his nephew (who works for the labor department) before "surprise" inspections are conducted. Just because your business has been around for 30 years doesn't mean you aren't still a crappy human being.
A restaurant near me was given a dozen 1 star reviews three months before it opened. Always wondered when Dr. Who started posting on Yelp...
the other side of the story: I ordered a dry salad with lemons on the side. The salad came with oil dripping all over it. I said that I ordered a dry salad. The waiter took it back and washed the oil off. Now it is oily and is dripping with water. I asked for a well done steak. It came out bleeding and mooing rare. I asked the waiter to take it back for a little more heat. I also asked for worster sauce on the table. It took forever with the waiter nowhere to be found. I peeked into the kitchen door thru the door window. The waiter came back from smoke break (kitchen smelled of marijuana) and told the cook I was being an a*****e. The cook threw the steak on the floor & stepped on it. I was still watching in unbelief as the waiter poured a little worster sauce in a small bowl. He spit in it. I just walked out. The waiter came running out to the car & said I had to come back in. I lost my civilization at that point & used some coarse language telling him off. WHATAJERK
I have never written an online review of an establishment. I absolutely would never write a bad review of an independant family run business. If you are unhappy with any aspect of your experience or provision of service in such places, either voice it at the time or send an email to the owners/management afterwards. For a small business that has only had a handful of reviews a couple of nasty ones can be seriously damaging. Huge chains are fair game if they don't come up to scratch. Edit - why the downvote? Small restaurants can have occasional bad days for many reasons. Doesnt justify compromising their future by encouraging others to avoid the place, simply because you personally were not happy. Otherwise it will be McD and KFC everywhere
Do you consider it "a bad day" when restaurants try and kill you? Or when they discriminate? I've had both happen to me and yes, I left a bad review online. Because I don't want people to end up dead or to get discriminated against. If I emailed the owner? If I emailed the head office? Yes, still no reply from either of them.
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I don't put much stock in the "star" rating a restaurant has in reviews. If you Google a place and read the reviews, you will see tons of one-star reviews saying stuff like, "Food was great", "Best place ever!"...I think people accidentally push the wrong button. Then you will also see two and three-year reviews that say stuff like, "The food was disgusting, but I dont like Cajun food"...If you don't like Cajun food, why did you go to a Cajun restaurant?!?!
Why would anybody even ask for a discount? If they don't have a coupon of some sort... You don't get one
I don't get why people do things like these. It only destroys the reputation of both the person and the restaurant.
A top rated chinese restaurant in Clear Lake ordered two custom-made welded giant wok pans to fit their large oven tops. My welder buddy made & delivered them. They refused to pay at the time since it was the morning, & they needed their cash for the lunch rush. My welder buddy invoiced them repeatedly. Still no pay, no reasons offered. So he went into their kitchen during the Sunday lunch rush, took his pans off the oven top, took them full of food out into the serving area, told everybody what happened, and then threw the food on the floor. He dared the owners to call the cops or sue. They did not. THERE ARE TWO SIDES TO THE STORY. SOME RESTAURANTS ARE OWNED/STAFFED BY CORRUPT INCOMPETENT JERKS!!!
He never should have let them have the pans without payment.
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Some of these seem to have been simple mistakes (the person posted the review on the wrong restaurant by accident).
“We don’t go home and tattle tale on the restaurant. Who’s got time to write an 18 page essay on the asparagus they had last night?" -Sebastian Maniscalco
Now we can see how people occupy themselves. If you are bored find a hobby, visit this website, but dont do this, kiddos. When you eat out leave a BIG tip, unless you are broke like me, or the service was truly terrible.
I remember a short little Disney film about a baby deer, in which a rabbit says 'if you can't say something nice, don't say nothing at all'. Seems to me a few people need to go and watch it.
Nice advice, but not useful in this case. When I read a review, I want an honest opinion, be it positive or negative. Ideally, honest without being rude or condescending.
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its good to see your post i really like it . Best Pizza Deals in Amityville
This is why I don't listen to critics of any kind. I'll judge for myself, thank you.
Great article! I wish you'd shown the names of the restaurants, since I love to eat at places with those kinds of attitudes. Running a restaurant is crazy difficult, even without the fake complaints.
I had an order to go and when I opened it at home, half of the meat on the ribs wasntthere. There was plenty of their sauce on the bones though. I posted a photo on their site and they asked me what my issue was, an automatic response.
It's hilarious that a lot of these have the names blurred but then in the response it's "Hi (Name)" lmao
I never understand people who wait two hours to get a table and then 3 hours to get their food... Even if that place is the only one on the neighborhood I would just get up and leave if I had to wait that long. My time is valuable - why waste it that way? BTW, life hack, - if a place has a bar and you do not have kids in your company, you can always sit at the bar while waiting for your table and order your food there, too. So once your food is ready your table is ready, too, and you already had a couple of drinks.
the other side of the story: I went to the top seafood restaurant in town...I ordered my food. I went after church at 2 pm expecting to miss the crowd. It took almost 45 minutes to get my food since the staff was all on lunch break now that the crowd had died down. The restaurant was a wreck from the lunch rush. I found a clear spot to eat. The waitress started bussing the table and vacuuming the floor to get the mess off the floor. The shop-vac vacuum exhausted directly in my face. It smelled of day-old vomit that they had swept up but had not emptied out of the shop vac. I asked the waitress to please clean up elsewhere since I was eating there. She told me I had to move. WHADDAJERK!
Too much to read? Your brain is just too small haha.
Load More Replies... I like posts like this, but they usually overdo it and after about 30 I'm done. Anyway, some of these are clearly a rude, entitled guest where others are salty immature owners.
I don’t like these reviews tbh, all we see are entitled, rude and arrogant owners.
Load More Replies... And now, we wonder, how many of these owners were lying to the reviewers?
I don't like businesses that say "We must be doing something right..we've been here for 30 years." My last job was 2 doors down from a restaurant that's been in business for 30+ years. The only reason he's been able to keep the doors open so long is that he does not pay his wait staff minimum wage (falsifies records to show he does,) he keeps food way past spoilage dates, and if ever the Health department or Labor department gets a complaint about him, he gets a heads up from his wife (who works for the health department) and his nephew (who works for the labor department) before "surprise" inspections are conducted. Just because your business has been around for 30 years doesn't mean you aren't still a crappy human being.
A restaurant near me was given a dozen 1 star reviews three months before it opened. Always wondered when Dr. Who started posting on Yelp...
the other side of the story: I ordered a dry salad with lemons on the side. The salad came with oil dripping all over it. I said that I ordered a dry salad. The waiter took it back and washed the oil off. Now it is oily and is dripping with water. I asked for a well done steak. It came out bleeding and mooing rare. I asked the waiter to take it back for a little more heat. I also asked for worster sauce on the table. It took forever with the waiter nowhere to be found. I peeked into the kitchen door thru the door window. The waiter came back from smoke break (kitchen smelled of marijuana) and told the cook I was being an a*****e. The cook threw the steak on the floor & stepped on it. I was still watching in unbelief as the waiter poured a little worster sauce in a small bowl. He spit in it. I just walked out. The waiter came running out to the car & said I had to come back in. I lost my civilization at that point & used some coarse language telling him off. WHATAJERK
I have never written an online review of an establishment. I absolutely would never write a bad review of an independant family run business. If you are unhappy with any aspect of your experience or provision of service in such places, either voice it at the time or send an email to the owners/management afterwards. For a small business that has only had a handful of reviews a couple of nasty ones can be seriously damaging. Huge chains are fair game if they don't come up to scratch. Edit - why the downvote? Small restaurants can have occasional bad days for many reasons. Doesnt justify compromising their future by encouraging others to avoid the place, simply because you personally were not happy. Otherwise it will be McD and KFC everywhere
Do you consider it "a bad day" when restaurants try and kill you? Or when they discriminate? I've had both happen to me and yes, I left a bad review online. Because I don't want people to end up dead or to get discriminated against. If I emailed the owner? If I emailed the head office? Yes, still no reply from either of them.
Load More Replies... I don't put much stock in the "star" rating a restaurant has in reviews. If you Google a place and read the reviews, you will see tons of one-star reviews saying stuff like, "Food was great", "Best place ever!"...I think people accidentally push the wrong button. Then you will also see two and three-year reviews that say stuff like, "The food was disgusting, but I dont like Cajun food"...If you don't like Cajun food, why did you go to a Cajun restaurant?!?!
Why would anybody even ask for a discount? If they don't have a coupon of some sort... You don't get one
I don't get why people do things like these. It only destroys the reputation of both the person and the restaurant.
A top rated chinese restaurant in Clear Lake ordered two custom-made welded giant wok pans to fit their large oven tops. My welder buddy made & delivered them. They refused to pay at the time since it was the morning, & they needed their cash for the lunch rush. My welder buddy invoiced them repeatedly. Still no pay, no reasons offered. So he went into their kitchen during the Sunday lunch rush, took his pans off the oven top, took them full of food out into the serving area, told everybody what happened, and then threw the food on the floor. He dared the owners to call the cops or sue. They did not. THERE ARE TWO SIDES TO THE STORY. SOME RESTAURANTS ARE OWNED/STAFFED BY CORRUPT INCOMPETENT JERKS!!!
He never should have let them have the pans without payment.
Load More Replies... Some of these seem to have been simple mistakes (the person posted the review on the wrong restaurant by accident).
“We don’t go home and tattle tale on the restaurant. Who’s got time to write an 18 page essay on the asparagus they had last night?" -Sebastian Maniscalco
Now we can see how people occupy themselves. If you are bored find a hobby, visit this website, but dont do this, kiddos. When you eat out leave a BIG tip, unless you are broke like me, or the service was truly terrible.
I remember a short little Disney film about a baby deer, in which a rabbit says 'if you can't say something nice, don't say nothing at all'. Seems to me a few people need to go and watch it.
Nice advice, but not useful in this case. When I read a review, I want an honest opinion, be it positive or negative. Ideally, honest without being rude or condescending.
Load More Replies... its good to see your post i really like it . Best Pizza Deals in Amityville
This is why I don't listen to critics of any kind. I'll judge for myself, thank you.
Great article! I wish you'd shown the names of the restaurants, since I love to eat at places with those kinds of attitudes. Running a restaurant is crazy difficult, even without the fake complaints.
I had an order to go and when I opened it at home, half of the meat on the ribs wasntthere. There was plenty of their sauce on the bones though. I posted a photo on their site and they asked me what my issue was, an automatic response.
It's hilarious that a lot of these have the names blurred but then in the response it's "Hi (Name)" lmao
I never understand people who wait two hours to get a table and then 3 hours to get their food... Even if that place is the only one on the neighborhood I would just get up and leave if I had to wait that long. My time is valuable - why waste it that way? BTW, life hack, - if a place has a bar and you do not have kids in your company, you can always sit at the bar while waiting for your table and order your food there, too. So once your food is ready your table is ready, too, and you already had a couple of drinks.
the other side of the story: I went to the top seafood restaurant in town...I ordered my food. I went after church at 2 pm expecting to miss the crowd. It took almost 45 minutes to get my food since the staff was all on lunch break now that the crowd had died down. The restaurant was a wreck from the lunch rush. I found a clear spot to eat. The waitress started bussing the table and vacuuming the floor to get the mess off the floor. The shop-vac vacuum exhausted directly in my face. It smelled of day-old vomit that they had swept up but had not emptied out of the shop vac. I asked the waitress to please clean up elsewhere since I was eating there. She told me I had to move. WHADDAJERK!
Too much to read? Your brain is just too small haha.
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