A restaurant in Bukit Jelutong has found itself at the centre of a social media storm after responding unprofessionally to a customer’s negative review on Google.
The incident began when a customer criticised the eatery for its sour-tasting fried chicken, small portion sizes, and mushy, bland rice, deeming the meal not worth the long wait.
The customer’s review highlighted several issues:
- The fried chicken seasoning tasted sour.
- The portion sizes were too small.
- The rice was mushy and bland.
- The overall experience was not worth the lengthy wait.
In an unexpected turn, the restaurant’s social media officer responded emotionally and dismissively, instructing the dissatisfied customer not to return. This response sparked widespread criticism from netizens.
Some people just can’t accept criticism
One disappointed social media user, believed to be the original reviewer, expressed frustration over the restaurant’s rude reply. Nurul wrote:
“Who is the owner of Rumah 8578? The reply is so rude. Customers comment to help improve. Some people just can’t accept criticism. It’s not like we’ve just been born and have never tasted the same food before.
If the rice is mushy (not soft, I know the difference between soft and mushy rice), should we still praise it? Improve, take note so that the quality can be maintained in the future. If a business wants to grow and sustain, take negative comments into account too, don’t just bask in praise.”
‘Must it follow your stomach’s standard? If so, that’s your problem’
The controversy escalated as the restaurant’s response went viral. The reply from the restaurant read:
“The fried chicken seasoning does have a sour base. Why? Do you have a problem with the sour base seasoning? If so, that’s your problem.
Small portion size – if you want more, buy more! This is your first time buying, right? Do you think every restaurant must have a portion size SOP according to your stomach’s standard?
Mushy and bland rice – are you the type who eats hard and dry rice so you’re not used to soft rice? The Nasi Hujan Panas only tastes bland to your palate. Is your palate okay?
Not worth the long wait – Right! So don’t buy again! You’ll only be disappointed because Rumah 8578’s food doesn’t suit your palate and stomach size.”
‘So unprofessional’
This dismissive and confrontational response only served to inflame the situation, leading to a flurry of negative comments from other netizens who were appalled by the restaurant’s lack of professionalism.
One netizen wrote: “I don’t agree with how they replied. I’m not saying the customer is always right, but as business owners, we need to think before responding.”
Another commented: “Ugh… this response is like sabotaging your own business.”
A third added: “Why respond like that? So unprofessional.”
The backlash highlights the importance of customer service and professionalism in the hospitality industry. A single negative interaction, especially when mishandled, can significantly damage a business’s reputation.
Read the original post here.
