Disappointed customer told to 'grow a set'

A Falkirk restaurant told a customer to 'grow a set' after he posted a bad review on Facebook.

Phil Jeruzal, 26, had visited the Canada Wood Kitchen and Bar for a meal with his girlfriend. But, disappointed with the meal, he later suggested that the chef didn't seem to know what he was doing.

"You can see they are aspiring for a high quality dining experience, but even for Falkirk this doesn't really hit the mark. Portion sizes are insanely small for the price, particularly on the starters," he wrote on the restaurant's Facebook page.


"'Feel free to check it out for yourself, but if you are expecting high quality grub, you might want to look elsewhere. This place is average at best - for the time being. I'm sure with a decent head chef this place could be excellent, and a great wee addition to the Falkirk food scene."

However, the restaurant's manager, Monica Shaw responded furiously.

"Jump out from behind the safety of your PC and grow a set," she wrote. "Phil, thanks for your detailed feedback I'm sure all of the idiots that rated us four and five star will appreciate your comments."

Since the online spat, the restaurant's average star rating has fallen from 4.75 to 4, as other customers pile in with poor reviews - many suggesting that the restaurant's response indicated that customer service was poor and unlikely to improve.

There's an art to responding to complaints - and many organisations get it very wrong. B&Q was recently slated for banning a man from all its outlets for life after he complained about exposed wiring in a store.

Others, though, manage to turn a complaint into a PR boost. When a customer complained on Facebook that the design of Handmade Burger's loos had led to some unfortunate splattering, the restaurant responded by offering him a year's supply of socks, and posted a witty picture.

Similarly, Tesco recently won brownie points for replying to a complaint about mouldy garlic with advice about how to fight off vampires - as well as giving a refund.

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