The owner of a restaurant hit back at a customer who wrote a scathing two-star review on TripAdvisor.
Gary Usher, who is the owner and chef of Sticky Walnut in Hoole, Chester, blasted the criticism, calling on the customer to be rude and intimidating to his staff.
In the review titled “Excellent food left out by Ryanair-style service,” the restaurant criticized the manager for “not caring” about customer service, which Usher vehemently denied.
This isn’t the first time Usher has aimed for negative review – it went viral in September of last year after a similar explosion.
In his meteoric dismantling, restaurateur Gary Usher pointed out that Sticky Walnut has reached a place in the top 100 of the National Restaurant Awards in the UK.
The dissatisfied guest, known only as Rob V, wrote: âThe good news is the food here is very, very tasty and deserves a high rating.
âThe bad news is that restaurant management doesn’t care about the customer experience.
âI ate here on July 9th. I had a fairly poorly handled complaint from the manager which I wrote to the owner.
“A restaurant that aspires to provide a fine dining experience but has lost the ability to empathize with customers and ignore them when they complain?” It is a real shame.
Restaurateur and chef Mr. Usher was quick to respond with his own dazzling article. He replied, “For goodness sake Robert. I’m supposed to be retired from TwitAdvisor, so let’s not waste any time. After all, you’ve waited 11 years since you joined Twitadvisor to write your first review.
âRob, you booked a table on a Friday night and agreed to a one hour and 45 minute time slot. A common practice, especially during peak periods, which customers and restaurants around the world agree to.
âAfter your dessert class, the manager, to whom you said ‘don’t care’, kindly reminded you that we would need the table shortly. You ignored the manager and ordered another round of drinks.
“Maybe if your group had arrived in time for your reservation it could have been avoided.”
He continued, âWhen the manager returned one last time to politely let you know that we needed to clear the table of our next guests, you stood up from your seat, towering over the manager, pointing their faces.
The review – which was emphatically debunked by restaurant manager Gary Usher – accused the Sticky Walnut of “Ryanair-style management”
Restaurant Gary Usher posted a savage replay of the two-star article, pointing out that the reviewer lied to staff, claiming they were friends with Mr. Usher.
‘The manager’s response was “Sir, please can you stop pointing fingers at me.” You then told the manager that he didn’t deserve to be a manager and that he was not qualified for the job.
âYour mother then joined in with you adding the vitriol directed to the director.
“That’s when you and your mom showed your true colors with the classic” We’ve both worked in restaurants, so we know how it works. We should get these drinks for free. ”
“You, Rob, then threatened the manager telling them that you would contact the owner because you know him and Gary (me) would be appalled to know how you, ‘my friend’, were treated.
The Sticky Walnut in Chester has a 4.5 out of 5 star rating on TripAdvisor, where it has garnered nearly 2,000 reviews
âThe manager politely begged your entire table to just listen while they explained. No one did.
âIn a strange turn of events, you emailed me, your ‘friend’, at Sticky Walnut’s email address.
‘You must have lost my number Rob! Unsurprisingly, neither to me nor to the manager, you and I don’t know each other, Rob.
âEvery few months at a restaurant, a rude guest will use theâ I know the owner! âLine to try to intimidate team members and intimidate them into believing they will be in trouble because they did not take enough care of the owner’s âfriendsâ.
âI read your email. I did “care”, but not about you Rob, but about the way you treated the team. So, instead of answering you, we have chosen to block your number, that of your mother, and to put a note on our reservation system to no longer accept future reservations from you. ‘
Mr. Usher concluded his response: “As for the director who ‘doesn’t care’, they’ve been running Sticky Walnut for the past 8 years.
âCoincidentally, the same length of time Sticky Walnut reached a place in the top 100 of the National Restaurant Awards in the UK. I think that makes them both extremely deserving of being the manager and absolutely qualified for the job.