A popular Edinburgh pizza restaurant has hit back at a disgruntled customer who left a scathing review.
The diner raged at factors including the menu, overall service and even going as far to say they were "apoplectic with rage". The customer, who was visiting Civerinos on Hunter Square, left the one-star review on TripAdvisor and vowed never to return - even though the popular eatery have just 20 negative reviews and almost 700 positive ones.
Either way, the guest seemed to have caught staff on a bad day, with the restaurant pointing to the fact that their visit was during the busiest time of the year in Edinburgh. They also pointed to other potential relevant contributing factors such as the bin strikes and cost of living crisis that is playing on everyone's minds at the moment.
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Nonetheless, the customer didn't hold back when complaining that the food was inadequate, the menu was "Americanized," and ended by taking aim at the price of a can of Coke. Although appearing not to make their feelings known to staff at the time, the review also said that it was a good job they were not asked about their experience when leaving, as they were "apoplectic with rage".
It began: "Was very excited to visit again after the pandemic as we always visit during our fringe trips and have previously recommended it to numerous people but oh my has it gone down hill! Pizza was acceptable if undercooked. Pepperoni could have been used to prevent space shuttles burning up on re-entry it was that chewy.
"Ordered the fries at £6 and received undercooked cooked soggy CHIPS roughly the quality of no frills from Lidl on a bad day. Luke warm potato fingers. With almost no seasoning. I wanted to send them back but there was a huge absence of staff. Waited a while for the food and even longer for the bill.
"Server was completely not bothered about us. Didn't say two words to us when we paid. Probably for the best they didn't ask if we enjoyed it as by then my girlfriend was apoplectic with rage. Pizza okay (far from what it used to be) only ate half the chips as I felt obliged by the price and inability to send back.
"Menu seems to have been Americanized and cut down. Will not be returning and will be revoking our recommendations. What has happened? This place used to be amazing! Honestly do yourself a favour and don't bother with this place.
"Plus £3 for a can of coke? P***take."
Taking the opportunity to defend their staff and point to the fact that none of these issues were made known during the customer's visit, Civerinos hit back and made it known that leaving such a review can have a damning impact on the business as a whole, and the majority of reviews left on the site disagree with this particular one.
They said: "As a business we understand we are in hard times, going out for a meal is a luxury that we fully appreciate and we are grateful for continued support from any guest coming to visit us. By the read of this review, no one in the restaurant was aware of how ‘encompassed with the rage’ these guests were.
"Perhaps this specific team member was struggling with a cost of living crisis or distressed with the bin strike currently dividing our city, or overwhelmed by the first busy August Festival since the pandemic. It’s ok, not to be ok.
"We have a lovely team in our restaurant as the 737/863 reviews will atone to, not to mention our google rating. PLEASE, if anyone has an issue, let us know, grab any member of the team you think looks approachable and we will rectify as quickly as possible and try to turn your experience around. It’s your hard earned cash, you deserve the best experience! Let us help, even when we may fall short."
The team also concluded by hitting out at the need to use the word "apoplectic." They added: "P.s When we read a review encouraging that no one else should visit the restaurant based on one bad experience, all we can think of is the team that would be affected if the business were to close. The lives of 30+ team members, their partners and their children being affected by 1 person, having 1 isolated experience with unnamed variables. With being able to choose a word like ‘apoplectic’ it’s a shame the rest of the words aren’t so well considered.."
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