For a local takeaway, a single customer review can make it or break it in the restaurant game. And Alice Cheung, the owner of Chinese eatery Oriental Express in Pudsey, Leeds, is making sure that the latter doesn’t happen. 50-year-old Alice has a zero-nonsense policy when it comes to every single bad review a customer leaves for her takeaway.
Oriental Express has 149 reviews on Just Eat where Alice posts her blunt responses. It has a rating of five out of six stars, which is honestly quite good, but Alice wants to make sure if anyone’s leaving a bad review, they are doing so reasonably.
“[Negative] reviews tend to put business owners down and demotivate them, I want to be realistic,” Alice told Leeds Live, referring to her savage replies, and added: “I think reviews should be honest and not corporate responses.”
So let’s see what the whole buzz is all about since the internet is all in for Alice’s unusual way of handling unsatisfied customers.
Someone pointed out that the Oriental Express takeaway in Pudsey, Leeds pens hilarious responses to bad reviews and it blew up on social media
Image credits: mpwoodhead
Image credits: Oriental Express
The owner of the Oriental Express eatery in Pudsey, Leeds isn’t afraid of telling diners to eat elsewhere if they are not happy with the food. Her savage review responses like “We are good, but mind reading the stupid is not one of our skills” and “Let me guess, too much food, too tasty, delivered too quickly” started circulating on social media.
And here are some of the funniest responses to negative reviews left for the Oriental Express takeaway on Just Eat
Image credits: Oriental Express
Image credits: Oriental Express
Alice said that the restaurant feels pressure to adjust to the new kind of customer service, where Just Eat has changed the ways people order food. “Just Eat and everything has become a big thing so we have had to adjust from the old days of taking calls and writing everything down on a piece of paper.”
Image credits: Oriental Express
Image credits: Oriental Express
Moreover, these new food order apps have “given people more of a voice and a platform to say what they think.”
Image credits: Oriental Express
Image credits: Oriental Express
And while “the majority of our reviews are pretty good, and we have a lot of return customers,” Alice believes it’s just fair to respond to an unreasonable bad review. “Sometimes we have reviews where people are just plain rude or will say something that is not true.”
Image credits: Oriental Express
Image credits: Oriental Express
The Oriental Express staff is anxious that negative comments would leave a bad impression of the place, so they handle them scrupulously. “If people are leaving comments like that, there’s a chance they won’t come back again anyway, so we tell them how it is,” Alice commented, making a point that addressing such a review is a win-win for the restaurant.
Image credits: Oriental Express
Image credits: Oriental Express
In an interview for Leeds Live, Alice also said that she believes that the reviews “should be honest and not corporate responses, and added: “If we messed up, we’ll reply seriously. If not, expect some banter.”
Image credits: Oriental Express
Image credits: Oriental Express
Image credits: Oriental Express
Image credits: Oriental Express
Image credits: Oriental Express
Image credits: Oriental Express
The person behind the blunt review responses is the owner Alice Cheung, who feels it’s just fair to let others know if the negative review was unreasonable
Image credits: Oriental Express
Many people found them hilarious but some pointed out that it could as well be just genuine reviews of bad food
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