A disgruntled customer left a one-star review on Tripadvisor after his “horrible” experience at Sapore in Birmingham. However, the owner of the restaurant questioned why they ate all of their food if it was so bad
A restaurant hit back at a Tripadvisor reviewer after they complained about the “terrible” food and said they regretted not going to Toby Carvery.
The disgruntled customer gave Birmingham’s Sapore Italian restaurant a one-star rating after his visit.
They complained about the “bad” food and the “almost arrogantly slow” service in the restaurant, Birmingham Live reports.
However, the owner has now left a stylish reply asking why the reviewer ate all of his food if it was so “awful”.
Sapore has a 4.5 rating on the travel website – with more than 300 reviews. It also received a Travellers’ Choice Award last year.
The owner of Sapore replied that it was a “shame” that the restaurant didn’t share his comments on the day of his visit instead of writing a review on Tripadvisor.
A recent reviewer who visited Sapore just last week described it as a “wonderful restaurant” while another guest said “can’t wait to go back”.
However, the unnamed reviewer, who appeared to be visiting from Wakefield, left a review entitled, “Terrifically ‘Italian’. Avoid it, it’s overpriced and the food is bad”.
Her full review read: “We went to Sapore for dinner to celebrate my 60th with my mom and kids. The restaurant was very quiet, bad, it was Sunday afternoon at 2pm.
“However, that didn’t mean we were served very efficiently as the waiter seemed slow the entire time. To start we ordered the seafood platter which was incredibly salty and bland and uninspiring.
“The platter contained some of the shrimp and shrimp cocktail which two of our group ordered again, it was very bland.
“Our main courses included a margherita pizza, which is difficult to spoil, the Valtellina pizza … which my son said was terrible.
“My mom had the langoustine noodles that still had the gritty stomach inside, so that wasn’t a pleasant surprise.
“My lamb was overcooked and the gravy was sour…that came with roast potatoes that were soft and not at all crispy.
“The other main course was a carbonara which honestly could have come out of a jar.
“The poor food and almost arrogantly slow service made us wish we had gone to the Toby Carvery up the road! I don’t understand how anyone can give the restaurant good reviews.”
But the owner of Sapore decided to respond to the negative criticism. And they didn’t hold back with their long answer.
The response was: “Thank you for taking the time to write this review. We are always open and welcome constructive feedback as nothing is perfect and there is always room for improvement.
“It’s just a shame you didn’t choose to share your comments with us on the day you ate at Sapore. It is very bizarre that your meal was so awful and disappointing when you managed to finish it all.
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“Nothing was mentioned to your servers who would have been more than happy to fix any problems you might have had.
“Regarding your meal: Seafood platter – have you asked your waiter what it includes?
“Lamb – as the menu says, it’s served with white wine and a rosemary sauce; this should suggest that the sauce isn’t sweet, but a little sour (like the white wine).
“Carbonara – all of our pasta is made to order so please let us assure you your carbonara wasn’t out of the jar.
“Langustine noodles – we actually take all the flesh out of the shells and just leave the shell for presentation, so I’m not sure about your comment on the gritty stomach.
“Pizza – again, if it was so awful, why was it eaten and not mentioned on the day?
“In terms of speed of service, I understand that at Toby Carvery you may be served quicker as their food is obviously not cooked to order.
“Everything is pre-cooked and only warmed up again. Unfortunately, this is not the case with Sapore.
“Sapore prides itself on guest satisfaction and product quality. Once again, we are very sorry that we did not meet your expectations on this occasion.
“Nevertheless, we would prefer direct contact or even a conversation on the day you dine with us rather than using Tripadvisor as this leaves no way to resolve the issues.
“I hope we can all agree that our restaurant is not for you as you clearly didn’t like anything…
“Wishing you all the best in your future dining experiences. Sapore team.”
Sapore has almost 320 reviews on Tripadvisor – 270 of which were rated “excellent”. Last week Andy said, “I just discovered this restaurant. I’ve been there twice in the last 3 weeks.
“Lovely place, exceptional food and fantastic service. We had bruschetta al fungi, polpette, calamari, amatriciana, lasagne, cacciatore and agnello al forno. All fantastic dishes.”
In March, another review said: “First time here, four of us for a birthday dinner. The staff and manager are overjoyed. The staff went above and beyond to make sure we had everything we wanted.
“Drinks, Starters, Main, Desert Irish Coffees came to us perfectly, there is nothing they could have improved. I will definitely be back.”
And Brian said, “The food and staff were just excellent. Had the bruschetta for starters…yes, simple but tasty…main course was the pork cooked in cider…wow. Will definitely be back.” .”
https://www.mirror.co.uk/news/uk-news/restaurants-classy-tripadvisor-reply-after-26741505 Elegant Tripadvisor response from the restaurant after a customer complained about "bad" food