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SINGAPORE — An Orchard Road cafe has hit back at accusations that it bullies customers who leave bad reviews, claiming that it was responding to reviewers who acted badly towards their employees.
Grain Alley at Orchard Central mall also defended its practice of giving a cup of coffee to customers who leave positive online reviews, arguing that it is an expression of appreciation rather than a bribe.
The cafe has been under social media scrutiny after an April 23 post on online forum Reddit drew attention to its sometimes scathing responses to negative reviews.
In one response last year, Grain Alley reportedly told a reviewer to "take a shower, you smell" in response to a one-star review regarding the restaurant's policy of not allowing customers to work on their laptops or digital tablets while patronising its premises.
In another response to criticism about the restaurant's prices, Grain Alley alleged that the reviewer had reduced his ratings from three stars to one star and suggested that the reviewer has "never achieved in life".
Across three posts on the cafe's Instagram page on Friday (April 29), a Grain Alley staff member in charge of responding to reviews, who identified himself as "Joe", said that negative reviews do not mention the customers' own bad behaviour.
"While my replies can be robust, I took into consideration what customers wrote online and how they treated our (staff) in person," he said.
More at https://www.todayonline.com/singapo...ds-response-negative-customer-reviews-1886761
Grain Alley at Orchard Central mall also defended its practice of giving a cup of coffee to customers who leave positive online reviews, arguing that it is an expression of appreciation rather than a bribe.
The cafe has been under social media scrutiny after an April 23 post on online forum Reddit drew attention to its sometimes scathing responses to negative reviews.
In one response last year, Grain Alley reportedly told a reviewer to "take a shower, you smell" in response to a one-star review regarding the restaurant's policy of not allowing customers to work on their laptops or digital tablets while patronising its premises.
In another response to criticism about the restaurant's prices, Grain Alley alleged that the reviewer had reduced his ratings from three stars to one star and suggested that the reviewer has "never achieved in life".
Across three posts on the cafe's Instagram page on Friday (April 29), a Grain Alley staff member in charge of responding to reviews, who identified himself as "Joe", said that negative reviews do not mention the customers' own bad behaviour.
"While my replies can be robust, I took into consideration what customers wrote online and how they treated our (staff) in person," he said.
More at https://www.todayonline.com/singapo...ds-response-negative-customer-reviews-1886761
