Cafe calls customer 'a little c**tish' after bad TripAdvisor review

Owners hit back in no uncertain terms over one-star rating


A cafe branded an unhappy customer "a little c**tish" in a cutting response to her one-star TripAdvisor review.

The punter, known only as Zoe, claimed the White Moose Cafe in Dublin was "extremely disappointing".

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But the owners hit back in spectacular fashion with a stinging and highly public reply - as well as banning her for life from the cafe.

In her online review, Zoe wrote: "As a serious food lover and follower of the White Moose Cafe on social media, I was very eager to try out this cafe.

"Unfortunately it was an extremely disappointing experience. I ordered the club sandwich, and it was worse than poor. At €9, I couldn't believe how poor it was, in both appearance and taste...

"I would like to see the owner focus on improving the food, rather than focus on social media. If this were to happen, I would gladly return, as both the location and the cafe are quite cute."

Credits: Tripadvisor


According to Dublin Live , the last statement in particular seems to have been like a red rag to a bull, as this morning, the White Moose Cafe posted a highly cutting reply to Zoe on Facebook - and banned her from the cafe.

Owner Paul Stenson wrote that while the cafe "actively encourages" reviews, he had taken issue with the nature of Zoe's review for a number of reasons.

He began by noting that Zoe had requested her Club Sandwich served on ciabatta, rather than on regular bread, and asked: "Is this why the appearance of the sandwich is not as expected?"

He added: "We have no problem reconstructing our entire menu to suit your needs, but we don't expect you to whinge if we make a sandwich look the way you wanted it to look."

The post continued to call Zoe out for posting the review, admitting that while the cafe's customers occasionally have issues, its staff always look to resolve any problems brought to their attention.

The cafe's owner wrote: "If you had told us you weren't happy with your sandwich, we would have replaced it with something else or not have charged you for it.

"When Sorcha [the waitress] asked you how your food was, you said "it was lovely".

"In my mind it's a little c**tish to lie blatantly like that to our faces and then go home to write a contradictory 1-star review from the (supposed) anonymity of your device."

But the owner of The White Moose Cafe wasn't done yet, clearly irritated at would-be reviewers who post under a veil of anonymity.

The owner revealed how some simple detective work led him not only to discover the true identity of Zoe, but also the exact time she visited the cafe.

He wrote: "When I put [your user ID] into Facebook, up came your full name. When I was faced with the task of identifying you, I thought it might be some feat.

"However, seeing as you added me as a friend on my personal Facebook, one didn't need to be Sherlock Homes to find you.

It turns out that Zoe works for a Dublin radio station which has a deal with the cafe allowing her to get a 15% discount.

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The cafe owner wrote: "We even give you a 15% discount on your food. I see you also failed to mention you got this discount on your D.I.Y. sandwich."

Then, after noticing a "certain pattern" to Zoe's reviews, the owner shared a selection of her posting history on TripAdvisor.

He said: "I have noticed headings such as "Revolting", "5-star Horror", and "What a Kip" in your review history.

"I also note that you think a certain café in Clontarf "deserves to be closed down". I wonder are there two sides to these stories too?

"I wonder are you also failing to disclose important facts relating to these establishments?"

Finally, The White Moose Cafe sought to remind any would-be reviewers about the consequences of posting negative reviews of their business online.

The post finished up by saying: "I'd remind you that when you write unsubstantiated negative reviews on restaurants, you are seeking to damage the reputation of establishments that provide employment, and thereby you are putting the jobs and livelihoods of its employees at risk.

"Perhaps if you were honest with the restaurant in the first place you wouldn't need to write all these reviews...

"I know if I wasn't happy with something, I wouldn't pay for it. So, not only would you appear to be less of a f**king idiot, but you'd be much richer too!"

It will certainly make visitors think twice before taking to the internet to post negative reviews of this cafe.

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