A cafe’s fierce response following a one-star review has left readers divided
18:50, 11 Nov 2025Updated 19:03, 11 Nov 2025
Riverbank Coffee is a tranquil outdoor cafe, located on the banks of the river Mersey and Trans Pennine Trail(Image: Manchester Evening News)
A Greater Manchester cafe’s response to a customer complaint has caused quite a stir online. Riverbank coffee shop and cafe was left a one-star review on Tripadvisor over the weekend, which prompted the venue to issue a defiant response on social media.
The customer declared the coffee “awful” and the service “even worse” after taking a disliking to the decaf Americano they ordered, and claimed that when they asked to swap it to a flat white, the venue said they would have to pay for a second drink.
However, the coffee shop, which operates from a converted shipping container between Urmston and Sale on the banks of the River Mersey said it was a completely different coffee order and argued the customer was complaining and “slating” a small business simply because they didn’t get their own way.
They venue wrote: “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!
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“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?
Riverbank Coffee can be found on the banks of the River Mersey(Image: Riverbank Coffee (Facebook))
“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.
“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.”
They then went a stop further and requested the customer doesn’t return to their venue: “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)
As expected the debate between customer and cafe owner sparked a debate online about who was in the right on this occasion.
A number of people agreed with the owners of Riverbank, stating that the customer isn’t always right, while others said they should ‘pick their battles’ and just have exchanged the americano for a flat white.
“Well done to the cafe! Customers are NOT always right,” wrote one Facebook user.
Another on the social media platform added: “Some people would do anything for a freebie. I’m not sure a coffee not made to my liking would ruin my lovely sunny walk but I guess there’s no making some people happy.
“Well done Riverbank…I don’t think you need miserable customers like this anyway.”
Riverbank Coffee (Image: Manchester Evening News)
A third chimed in: “As a cafe worker my biggest pet hate is customers who order a drink without knowing what it is. I’m quite happy to explain the difference between an americano ad a flat white, it’s not my fault if you order something you don’t like.”
While another called out writing negative reviews online, writing: “If you don’t like something, you just don’t go again! No need to criticise and try and damage a small business just because of your change of mind.”
Those with experience in the hospitality industry also had some thoughts: “I ran a business for 25 years and I always told entitled people to go away. They are not worth the time and effort,” they said.
And other wrote: “The coffee shop owner was 100% right in telling this entitled person to do one. The amount of freeloading that goes on today is ridiculous. They should try running a business themselves and they might not be so entitled. One can only hope.”
Riverbank Coffee (Image: Manchester Evening News)
It wasn’t all favourable though with some who also commenting on the potential impact to the business.
“I was a manager in retail for 22 years, so customer service is ingrained in me, therefore I would have exchanged the coffee with a smile on my face. We all know that 1 customer can lose you 10 very quickly, just by word of mouth,” they reflected.
Which was echoed by another: “There is a saying, “pick your battles”, the business might have won the battle but they have lost the war as that customer and her daughter who is a regular/semi regular by the sounds of it.”
And a third on this point added: “For the sake of a coffee, probably lost a customer for life not to mention the bad publicity and others avoiding it. Sometimes it’s better to turn the other cheek and just nod and agree when you consider the bigger picture.”
Riverbank Coffee on the banks of the River Mersey(Image: Manchester Evening News)
Others felt the customer was in the right for complaining, adding: “Without knowing the ins and out, if a customer came up to me and said they weren’t happy with the coffee, it was too watery etc I’d make them another one of their choice and not charge them.
“Unfortunately customers should always be put first unless they draw the line and are rude to staff.”
Some were able to see both sides of the argument though, with one person commenting: “As a small business owner I think they should have exchanged it.
“We are successful and have been going for 12 years now, but it was not always like that and even back in 2023 we had a bad year. It is important to look after customers because there will be times where it is quiet.
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)
“However, if the customer was rude/demanding then I think in that instance it alters things and I would tell them to jog on.
“Being in business is great, but it is hard work and you had a customer there that liked the drink and may have returned a few times each year. Instead you have potentially lost one regular and another none regular…
“Just to be clear, the customer is not always right and I am the first to state that. But the cost of the coffee bought would likely have covered the cost of the replacement, so you have lost a customer for the sake of £3-4 which seems completely bizarre.”
Another went as far as to say that both the customer and the business owner were in the wrong, writing: “The customer is not necessarily always right and in this case they did not need to leave such a nasty, negative review.
“On the other hand, and as an entrepreneur myself, you have to expect criticism and be able to accept it as much as the praise. You can’t cater for everyone and be easily offended when people express dissatisfaction.”