My Yelp review is based on the decline in service I've experienced at Kay's, and the owner's hostile response was the tipping point. When I posted a straightforward review, they chose to dig through my review history and attack my character instead of addressing the concerns.
So here is my response to the owner, in a space where current and future customers can see it without the usual deflection.
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Your response suggested that a customer who posts a negative review reflects more about the customer's character than the quality of your service. If that's the philosophy you choose to stand on, then it raises an obvious question:
What about the many people who had similar experiences and didn't leave a review at all?
Choosing not to speak up doesn't mean they were satisfied. It often means they were fed up and decided their time and energy were better spent elsewhere, especially after seeing how the owner responds with such hostility to former customer's feedback.
Because that's what reviews are meant for:
to offer critique, to reflect, and to improve so negative actions don't repeat. Ultimately, the goal is to provide a better experience for your customers.
Instead of taking that opportunity, you chose to select certain customers and attack. Which only proves the point of my initial review.
Let's be honest:
My review history isn't the issue here. The real concern is the number of customers in the past six months who have reported the exact same behavior I experienced. Customers who kept giving Kay's "multiple chances," only to run into the same hostility, condescending tones, and uncomfortable interactions. And in just those recent reviews alone, five different women publicly shared experiences that match mine almost word for word. Coincidence?
At the end of the day, we all just wanted the feeling this place used to give us. That's why so many of us kept coming back after sour experiences, hoping the next time would be different. But you can only get slapped in the face so many times before you finally speak up. In other words, leave a review.
That's not "high standards." It's the bare minimum. Those Google reviews weren't me nitpicking. They came after years of supporting them, genuinely enjoying the experience, and then staying quiet after a negative encounter because I wanted to give them the benefit of the doubt. I really do believe in giving chances, because sometimes it is just an off day. But after giving chance after chance and hoping things would improve because I cared about the businesses I supported, nothing changed. And when the same issues keep repeating, customers can only tolerate so much. So yes, I left a review about an issue I experienced, because when problems don't get addressed, honest feedback becomes necessary.
This becomes even more important when you look closely at who these reviewers are.
Some of these recent 1-star reviewers were not random first-time visitors. They were repeat customers who had been coming to Kay's for years. I've been coming for six years myself, after my boyfriend introduced me to the place, and his family has been coming since the 80's.
Do you even care? Obviously not. And just to be clear, I only referenced the customers from the past six months. I didn't even include others who shared similar experiences years ago.
When loyal customers who genuinely came to appreciate the food, drinks, and the rich atmosphere of this establishment start noticing the same decline in service, it's no longer an isolated incident. It becomes a documented issue with the staff and management. I'm sure you're familiar with this word, PATTERN. That's something customers can no longer tolerate, nor should they.
So take my initial Google review, as a peaceful farewell, and this second review as a moment of clarity. I genuinely hope you reflect for the sake of your future customers, but based on patterns, you probably won't.
P.S.
Since you felt the need to 'stalk' my review history, feel free to scroll through my Instagram too. That's where I support and promote my positive experiences at the restaurants I love with friends and family. read more