A restaurant owner has provided "keyboard warriors" with a savage response after a number of scathing reviews.
Michael Evans opened Smashed, a Preston-based burger and craft ale bar, in August last year but was left seething after some online reviewers called the food 'very average' and labelled staff as 'very pompous'.
He's since offered them an ultimatum - and has invited unhappy customers into his bar if they feel like they have an issue.
Michael says the hospitality industry has been hit hard during the Covid-19 pandemic and wants customers to address issues in person and not behind the comfort of a keyboard.
Smashed boasts top spot on Tripadvisor rankings in Preston and is rated five-stars from 104 reviews , Lancs Live reports.
Since bagging the number one ranking on Tripadvisor, which is out of 356 Preston restaurants, owner Michael says they've been receiving some one-star reviews including one that called staff 'very pompous'.
The review in question, from user Z7393WTjamesn, said: "Staff are very pompous, about very average food".
They continued: "Ordered food, took an age to arrive. Staff stood around talking to eachother whilst I waited. Had no time to talk to me, distracted by something more important apparently.
"Food arrived and was OK. The service and attitude of the people there left a very sour taste though."
Smashed Preston shared the review with their 2,794 followers on Instagram and captioned the post: "So we got left a 1 star on Tripadvisor.
"We are the first to admit if we are wrong we will apologise and go out of the way to make things right, remember your paying for an experience not just the goods. We are human... mistakes happen... if we pleased 100% of customers something seriously would be wrong as no one in life is perfect.
"We do state on our menu if there is an issue don't be a keyboard warrior, please come and speak to us... we don't bite... hard. This post is not just about our business but many other out there that have to put up with negative comments.
"Personally we feel like if anyone leaves a negative review and doesn't then give us the opportunity to put things right... maybe your suitable to be part of the Smashed Cult.
"Love from the Pompous Staff who serves average food. PS our staff are sound."
Yesterday morning (February 22), Smashed received another one-star review on Google by a user named Based Bombs .
The review said: "School chips with a side of left wing politics."
Following the review, Michael told followers he and his family would be at Smashed from 5pm until 7pm - and they're calling all 'keyboard warriors' to meet and speak to them.
Michael told LancsLive: "We're a bar, we sell food, we have a lot of banter, put your hair down, come in, chill out. Recently, we've just been getting p*****, we're getting people in who expect five-star dining.
"Since Covid, people come out and be demanding of places. Personally, if I'd been somewhere and had a bad experience, I wouldn't be a keyboard warrior, I'd go to the manager and tell them or give them some feedback about it.
"People are turning very nasty and they're hiding behind their keyboards. I just don't know why people are being nasty to small businesses really. When it comes to an independent, family business, they seem to get rubbish constantly.
"It's not just me. It's killing the hospitality sector, it's becoming pointless to do this."
To the 'keyboard warriors', Michael said: "Come and see us, if you've got an issue, we're there, we're going to be nice and polite. We'll tell you what we do and you can tell us where you think we're going wrong.
"You've just got to turn around and tell them the truth. We're a small business, small kitchen, we're high in demand, there might be a delay. Sit down, have a couple of beers, you've been in the house for two years with Covid, what's the rush?"
Michael said he does what he does for his children to have 'a better world', but when they see a bad review he finds it 'daunting' that reviewers want to criticise people for 'doing well'.
"I just can't be arsed with it anymore," he added, "if you've got a problem, let us know."
Michael added: "It's the whole industry of people thinking they're Gordon Ramsay, because in theory if you worked in the industry of restaurant and bar, you don't leave a bad review, you politely give them feedback.
"Staff do get depressed about it because they're getting rubbish off customers, they're working for chains where they're nothing but a number, they're working really hard."
Michael and his partner are prepared to talk with any 'keyboard warriors' on Thursday evening.
"If they come in we'll sit and speak to them," he said, "explain to me why you're here, then I'll give them my opinion and just say we are a normal working-class family. We do put our hands up, if everything was 100% perfect, I'd worry about that myself."
Smashed Preston is open from Wednesday to Saturday from midday until 11pm or 12am.
