This Restaurant Manager Had An Awesome Response To A Customer’s Complaints On TripAdvisor

The Internet has given customers a lot of power over restaurants. While some can take to social media food pages to bemoan a horrible experience at a restaurant, others take to review websites such as Zomato and TripAdvisor to share honest feedback.

Very often, this added power can also be beneficial to restaurants; it allows them an insight into what customers are really thinking and helps them improve their services and fare. Additionally, customers enjoy transparency from the restaurant replies.


However, sometimes customers can take it a bit far and write scathing reviews without really considering the explanations behind their dissatisfaction. Take, for instance this review posted on TripAdvisor for Bennett’s Cafe & Bistro in the UK.

The Complaint:

“I ordered hot water and a slice of lemon which, firstly, did not arrive on time with all my friends’ cake and drinks. I was then charged £2 for the hot water and a thin slice of lemon,” she wrote.

“When I asked why I was being charged so much for some water the waiter rudely said, ‘well, do you know how much a lemon costs?’ Yes, it’s definitely not £2.

“He then went on to wrongly inform me that a ‘pot of tea for one’ (which is what I was charged for) is the same price as a lemon. To show just how ridiculous this is, my friend ordered a slice of chocolate cake which was £1.90.”

The Response

At the first read through, the customer’s outrage seems fair. Why should someone be paying £2 (around Rs. 200), for a slice of lemon and water, when a lemon costs Rs.3 and water is about Rs.10 for a bottle? Seems a bit ridiculous, even for a fine dining restaurant, right?

We thought so too, until we read the cafe manager’s response on TripAdivsor. Check it out –



A bit humbling, isn’t it? After all, when we go to restaurants we’re looking to escape our homes and kitchens and dining rooms for a while, aren’t we? So, we should also consider the fact that we’re paying for service and a change in scene as well as the fare when we visit a restaurant.

Will this response affect the way you review restaurants and comment on their prices in the future?