Cafe owner’s brilliant comeback to ‘stroppy’ customer’s one-star review | UK | News
The owners of a much-loved riverside coffee shop have hit back at a customer who gave them a one-star review.
Riverbank Coffee, trading from a converted shipping container between Urmston and Sale, has become a ‘booty’ for customers during lockdown, selling cakes, coffee and baked goods.
Although only accessible by foot or bike, the picturesque location has attracted a loyal following and has proven a popular destination for walkers and cyclists in Trafford.
But a negative review posted online earlier this month sparked the anger of the business owner, who told the customer never to return. Manchester Evening News reports.
The review, titled ‘Bad coffee and even worst customer service’, said: “My daughter stopped for coffee while walking her dog.
“My daughter ordered a decaf flat white and I ordered a decaf americano, which was awful and tasted like milky water.
“I couldn’t see the point in drinking something I didn’t enjoy, and after tasting my daughters’ much nicer flat white, I picked up my full cup of coffee and asked the counter if I could swap it for a flat white, which they agreed to, but I’d have to pay for the second drink even though I hadn’t had the first.
“It was the worst customer service I have experienced in a long time and I left them my coffee and continued our walk.
“My daughter apologized because she felt guilty for not enjoying my drink and that it had marred what was supposed to be a lovely, sunny walk in beautiful surroundings.”
Not letting the harsh comment slide, the coffee shop responded via Instagram stories and admitted that it was at a loss for words.
They said: “To simplify your review, you ordered a decaf americano with double espresso, water and cold milk. You didn’t like it and then tried your daughter’s drink, which was a completely different type of coffee.
“A flat white is a double espresso made with steamed, textured milk. It contains no water. Again, it’s a completely different type of coffee!”
“Perhaps since you’ve changed your mind, you can explain to me why, as the owner, you think I should pay for the second drink?
“Before you order, I recommend making sure you know what you’re ordering and that you really like what you’re ordering, so it doesn’t happen again the next time you’re suddenly indecisive.
“This has nothing to do with the coffee or the service, it’s the fact that you can’t do what you want! Instead, you turned to TripAdvisor to start a small, independent business. This has been a disastrous failure for you.
“Our staff works incredibly hard, and when we encounter a problem, we offer to fix it, which is why you’re offered the fresh Americano you ordered!
“But you refused and got angry and left in a rage, and then you turned into a keyboard warrior.
“Please do not return to our coffee shop again. Customers who act like you and are rude to our staff are not welcome.”
Following the response, the team also shared a poll on Instagram stories asking followers who they believed was right (the boss or the customer).
Riverbank, which launched in June 2020, was the long-standing passion of Brian and Jackie Kilcourse, the couple who own the farm where the coffeehouse is located.
The duo decided to team up with friends Dane and Jennifer Smith, who were eager to make it a reality despite working grueling shifts in emergency rooms at the time.
As the venture expanded rapidly, Dane made the choice to leave the North West Ambulance Service after just over six months and run the café full-time.
She then took over a pub in Wilmslow in March 2023, which led to Jennie resigning from her position with Greater Manchester Police to oversee the cafe.
