The owners of a beloved riverside coffee shop have hit back at one customer who gave them a one-star review.
Riverbank Coffee, which trades from a converted shipping container between Urmston and Sale, became a ‘godsend’ for patrons during lockdown, selling cakes, coffees and baked goods.
Despite being accessible only by foot or bicycle, the picturesque location has attracted a devoted following and proves a popular spot for walkers and cyclists in Trafford.
However, a negative review posted online earlier this month has sparked fury from the owner, who told the customer to never return, Manchester Evening News reports.
The review, titled ‘awful coffee and even worst customer service’, read: “My daughter stopped for coffee whilst walking her dog.
“My daughter ordered a decaf flat white I ordered decaf americano which was awful and like milky water.
“I couldn’t see the point in drinking something which I wasn’t enjoying and after tasting my daughters flat white, which was much nicer, I took my full cup of coffee and asked at the counter if I could swap for a flat white which they agreed to but I would have to pay for the second drink even though I hadn’t drunk the first.
“It was the worse customer service I have experienced in a long time and I left my coffee with them and carried on with our walk.
“My daughter apologised as she felt guilty that I had not enjoyed my drink and it marred what should have been a lovely sunny walk in lovely surroundings.”
Refusing to let the scathing review slide, the coffee shop responded via Instagram stories, admitting that they were at a loss for words.
They said: “To break down your review into simplistic terms; you ordered a decaf americano which is a double espresso, water and topped up with cold milk. You didn’t like this and then tried your daughter’s drink which is a completely different type of coffee.
“A flat white is a double espresso made with steamed, textured milk. No water. And to repeat myself, it’s a completely different type of coffee!
“Maybe you could explain to me why you think I should pay as the business owner for your second drink because you changed your mind?
“I’d suggest you make sure you know what you’re ordering and that you actually like what you’re ordering before ordering so this doesn’t happen again the next time you suddenly have an episode of indecisiveness.
“It’s nothing to do with the coffee or the service it’s the fact you didn’t get your own way! And instead, you have took to TripAdvisor to slate a small independent business. Well that’s failed miserably for you.
“Our staff work incredibly hard and when we get something wrong, we offer to put it right; which is why you were offered a fresh Americano which is what you ordered!
“But you declined, had a strop and left in a huff then turned into a keyboard warrior.
“Please don’t ever return to our coffee shop. Customers who behave like you and are rude to our staff are not welcome.”
After the response, the team also shared a poll on their Instagram stories asking followers who they believed was in the right – the boss or the customer.
Launched in June 2020, Riverbank was the long-held ambition of Brian and Jackie Kilcourse, the couple who own the farm where the coffee shop is located.
The pair decided to team up with friends Dane and Jennifer Smith, who despite working demanding shifts in the emergency services at the time, were eager to help make it a reality.
As the venture rapidly expanded, Dane made the choice just over six months later to leave the North West Ambulance Service and manage the café full-time.
Subsequently, in March 2023, he took over a bar in Wilmslow, which prompted Jennie to also resign from her position with Greater Manchester Police to oversee the coffee shop.