Chinese Takeaway Goes Viral For Owner's Hilarious Responses To Negative Reviews
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Oriental Express in Leeds has a five-star rating on Just Eat, with the vast majority of reviewers saying they enjoyed service from the takeaway.
But owner Alice Cheung, 50, refuses to hold back when it comes to responding to a minority of negative reviews, having won the internet over with her witty and brutal replies.
Cheung, who has run the family business in Pudsey since 2004, said: "One of the funniest complaints we have had is when someone ordered a vegetarian box and then complained there was no meat.
"That's when we first started leaving replies, when we noticed that some people were leaving bad reviews about things we weren't to blame for or just weren't true.
"Someone called in once asking for a free meal and they left a bad review on Google because we wouldn't give them one.
"It's like they are using the threat of a bad review to blackmail businesses."
One punter complained about waiting more than an hour, to which Cheung hit back: "Hello, we looked into our crystal ball but it gave no indication as to just how many orders the public were going to place on Saturday night between 5 and 9 PM. Don't you just hate it when that happens."
Another said their food had been 'totally ruined' by the battered prawns that had been mixed in with their chicken dish.
Cheung responded: "Will you please open your eyes and read the descriptions, you ordered the 'Special sweet and sour' which contains king prawns.
"You got what you ordered so how is this our fault.
"The food was fresh and perfectly cooked. We are good but mind reading the stupid is not one of our skills."
Cheung said the takeaway has had to adapt to modern technology in recent years, which she knows includes dealing with 'troll' reviews.
She continued: "Just Eat and everything has become a big thing so we have had to adjust from the old days of taking calls and writing everything down on a piece of paper."
With an overall five-star rating on JustEat - just one star shy of the maximum - the takeaway has a total of 149 reviews.
Cheung continued: "We just want to be honest with people if we get a bad review. If we are at fault, we will admit to it, but sometimes there are things you can't control like busy delivery times.
"We do make mistakes sometimes, we will always do something to compensate, such as free delivery next time you order.
"If we have messed up, we'll always hold our hands up. But if not, people should expect some banter."
"The majority of our reviews are pretty good, we have a lot of return customers," said Cheung.
"Sometimes we have reviews where people are just plain rude or will say something that is not true.
"If people are leaving comments like that there's a chance they won't come back again anyway, so we tell them how it is.
"But our regular customers have really loved it and have been supportive of the viral stuff."