A Bad Review; A sleepless Night; A wasted day off?

Is there an obligation for reviews to be accurate? Is it just a legitimate way of letting off steam? Do feelings now Trump facts so pervasively that engagement with different viewpoints is pointless?

I had another piece lined up about our use of social media; how we use it especially in hospitality and how it affects our outlook, perception and engagements. Including some wry thoughts on Robin Gill riding a huge Mortadella on a hot day in barely-there shorts… but then last night I saw a review as I was checking online before turning my light off to sleep. Well yes that is ill advised, best no phones in the bedroom - but it churned in my mind for a while and prevented me sleeping.

Today in what is a rare event I replied publicly to the reviewer and engaged in a conversation with them which I share unedited below. I generally don’t reply except to offer apologies because the event is done, the review reflects a lived experience which is subjective and cannot be denied – and I accept that imperfections are part of life and our guests are not obligated to take into account that our intention is always to respect their visit and the money spent and to give guests great food, drink and service as an end in itself; that is why we come to work.

But perhaps sometimes things accumulate and then a growing feeling builds over a threshold and needs release; and as I have passed that limit and exceeded that threshold and wasted a chunk of my day off here we are:

I have noticed in recent months an objective increase in the number of reviews that I feel are unfair, wilfully inaccurate and at times verging on the vindictive; as if we have become a legitimate outlet for people’s general sense of being let down, overlooked, less financially comfortable, lost and angry with the world. Poor reviews have always hurt but in the background I have kept in mind that disappointing visits happen, and let-down guests are entitled to their howl of anguish and resentment when that does. We will as operators always have reviews that hurt and disappoint and some forms that piss us off. My particular bete noir is the “We have been here for so many great occasions that were wonderful but this recent visit..” No prior good reviews; no sense that previous visits should have informed them that our intentions are genuine and our normal standards high; no quiet word that they hadn’t enjoyed their visit quite as much as usual and feedback that a particular dish was somehow lacking or disappointing – which would of course lead to best efforts to retrieve the situation and said items coming off the bill.

Of course no customer owes us that, no bad experience is acceptable… but the lack of balance can feel upsetting. And then there is the jump from 5* (everyone does seem to know perhaps from their Uber rating that anything less is a negative) straight to 1*.

In the unedited reply below I accept my first response is informed by my feelings so I share with humility too and the acceptance some people would find it unacceptable. I do think however that the thrust of the review is deeply, factually wrong. It is grievously misleading to say that our online menu is not reflected in our printed menu as I show – that would be so dishonest as to be (probably literally) criminal. It simply isn’t true or therefore fair. Our wine list is not too steep but is one of the empirically excellent parts of our business. We have 23 bottles priced at £40 or less and 71 at £60 or less and our more expensive wines are at industry-leading low pricing. I don’t find there to be any self-reflection in our exchange about the obligation to be factually correct or truthful – either about wine pricing or the allegation that the printed menu was not the same as online.

‘That’s how I feel’… seems to do a lot of work here. As it seems to do in the wider world which is almost certainly the real source of my frustration today. I do spend too much time on social media (my new one-hour daily limit on Instagram having turned out to be ‘flexible’ when it needs to be.) What appears to be happening is that ‘that is how I feel’ – about climate crisis, immigration, illegal wars – simply rises above truth, factfulness and accountability. I have done the therapy and yes I do believe you don’t argue with peoples lived experiences and their own truth regarding their feelings. But surely a line should exist when in discussion or debate actual facts and truths are presented, and there are no ‘alternative facts’ in play; doesn’t some degree of responsibility for the representations you make about others come into play? Our exchange is below…. Very interested in thoughts.

John Doe

Food1.0

Service3.0

Ambience4.0

Value1.0

NoiseModerate

I’ve been to the drapers before for the Sunday roast, which I highly enjoyed. I thought I would try at the restaurant during the week. I went on their website, looked at the menu, and it seemed very reasonable. However, when I arrived with my wife and looked at the menu, it said as per the website about 15 quid a main, but it was 30 to 35 quid, which raised my eyebrows a little. At this point, I wanna add the staff were lovely, very polite, and courteous, but my wife and I didn’t fancy anything on this menu, so we decided to order a steak Tartafor starters, an asparagus salad, and a cheese board. The salad was quite nice. The steak tartar presentation was thrown on a plate looking like a lump of dog meat with a piece of bread and it didn’t taste very nice and the cheese bowl was too tiny little bits of cheese that tasted of rubber I left a steak chart Outan we left most of the cheese. We weren’t asked whether there was anything wrong so we just decided to pay the bill and go. It’s a shame because I like the pub. The wine menu is also ridiculously steep. You know i.e. in a lot of nice restaurants and I’m not afraid of spending some money but this really was very very poor.

The Drapers Arms

John Doe some facts for the public record. Our 350+ wine list starts at £29 & includes world renowned wines at the lowest prices in London. For example Biondi Santi 2010 £230 vs Dorian £995. Leoville Poyferre 2009 £250 vs Benares £845. Ornellaia 2013 £240 vs Clos Maggiore £735. No room here to do the whole list.. big numbers but incredible value at all price points all online & checkable. Our menu which is updated online daily has many dishes under £25 as it did on the day. Eg today Whole Plaice £24 Roast Cod £25 (fish is an expensive ingredient). I am sorry that you didn’t enjoy the steak tartare & I agree it is difficult to hide the fact that it is basically chopped raw meat with seasoning & dressing. The dry aged steak tartare was £12 Saturday & shown as “Steak tartare & beef fat toast”

John Doe

your reply says it all to me, especially the throwaway comment about the steak tartar. if well seasoned well presented well, it is one of my favourite meals. if you want me to send you a photo of it I will oblige. I don’t know who replied, but doesn’t seem like senior management to me.

The Drapers

Hi Ray. Owner not manager! What about all the factual inaccuracies recklessly put out there to harm our business? Our wine list simply put is very good value & exceptional for a pub. That is just fact. Want to correct that? We had lots of food on for under £30 & our menu is never different to our online menu so that is just libellous. But hey give a reckless one star inaccurate review to a business genuinely trying to look after people because you thought a steak tartare wasn’t up to standard. Did you know we were also serving £1 oysters & £2 langoustines on the day ie less than cost to give something back? Or that we had 15 exceptional Chablis on by the glass that day at cost price? Your reply ‘says it all’. Doubling down, no willingness to respond to the substance of my considered reply

John Doe

I’m not trying to go harm to your business. I’ve been there for Sunday lunch which I found exceptional. Your website menu was misleading. We requested the £29 bottle of wine only to be told it was not available by one of your staff but then another one found it. I’m not being malicious but the food really wasn’t up to scratch. The cheese was like rubber and the steak tartar was awful. I don’t wanna upset you. I don’t wanna fall out but that’s how I feel.

John Doe

To give you the benefit of the doubt, I went back onto your website just now, and again the menu seemed very reasonable, but that was not the prices reflected on the menu I was given on Saturday. I normally give good reviews and I’m sorry if this upset you but that’s just the way it was.

The Drapers Arms

John Doe did you review the experience you enjoyed? Our wine list is as I say truly exceptional & great value. Here are some other pub entry level wines: Bull & Last £39. Pelican £37. Red Lion & Sun £33. I could go on. My point about value for pricier wines is unarguable & easily checkable. So I genuinely feel your comments on that are simply inaccurate, unfair & undermine very serious efforts to offer something generous & wonderful. As we update our menu daily online I can’t refute what you say with evidence but i check it daily. Have a look at it as often as you like to check... sharing dishes can be over £30 but really only those. I am sorry if you didn’t enjoy the tartare but we try to be very flexible taking things off bills if they are unsatisfactoyr. Jumping to a 1* review seems extreme

The Drapers Arms

I am not at work it is my day off so took a bit to get this. This is a direct copy of the menu mains from Saturday which is a saved unaltered electronic file last saved date Saturday.

Baked aubergine, whipped feta, harissa & pickled chilli 21.00

Braised piattone beans, orzo, Pecorino & wild garlic pesto 21.00

Whole plaice, Datterini tomatoes, prawns, basil & white wine 25.00

Roast cod, braised cuttlefish, peppers & fregola 26.50

Suet crust boeuf Bourguignon pie *£1 goes to Action Against Hunger 19.00

Braised oxtail & bone marrow butter beans 26.00

Rump steak, pommes frites, salad & salsa verde 30.50