The Greater Manchester hidden gem coffee shop has asked the customer not to return
(Image: Manchester Evening News)
The owners of a tiny and much-loved coffee shop on the banks of the River Mersey have issued a defiant response to a one-star review left online.
Riverbank Coffee, which operates from a converted shipping container between Urmston and Sale became a ‘godsend’ for customers during lockdown selling cakes, coffees and baked goods.
Though only reachable by foot or on bike, the idyllic spot has a loyal customer base and is a popular choice for those looking for a pitstop on local walking trails and cycling routes around Trafford.
However, a negative review left online this month has prompted a strong response from the coffee shop and cafe, with owners telling those behind the review not to return to their shop after complaining about a coffee order.
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The review entitled ‘awful coffee and even worst customer service’, stated: “My daughter stopped for coffee whilst walking her dog.
(Image: Manchester Evening News)
“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.
Riverbank Coffee is a tranquil outdoor cafe, located on the banks of the river Mersey and Trans Pennine Trail, between Urmston and Sale(Image: Manchester Evening News)
“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.”
Not taking the negative review lightly, the coffee shop took to Instagram stories to address the complaint directly, writing that for the first time in a long time, they didn’t know how to reply.
They added: “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.
(Image: Manchester Evening News)
“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.
(Image: Manchester Evening News)
“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.”
Riverbank Coffee is a tranquil outdoor cafe, located on the banks of the river Mersey and Trans Pennine Trail, between Urmston and Sale(Image: Manchester Evening News)
Following the rebuke, the team also posted a poll on their Instagram stories asking who they thought was right – the boss or the customer.
Opened in June 2020, Riverbank was the long-term dream of Brian and Jackie Kilcourse, the couple who own the farm on which the coffee shops stands.
The couple decided to join forces with friends Dane and Jennifer Smith, who despite working long hours in the emergency services at the time, were keen to help bring it to life.
As the business quickly grew, Dane took the decision just over six months in to leave the North West Ambulance Service and run the café full-time.
Then, in March 2023, he took on a bar in Wilmslow, which led Jennie to also leave her job with Greater Manchester Police to look after the coffee shop.