The proprietor and main cook of a Chinese dining establishment expressed frustration with negative reviews and has taken a unique approach to counter them. Jackie Wan, the owner of The Forum in Great Shelford, Cambridgeshire, has been handling false reviews on platforms like Google, TripAdvisor, and Facebook by scrutinizing CCTV footage from the restaurant and sharing timestamps online to debunk misleading claims.
After a patron complained about receiving only four prawns in their stir-fry, Jackie conducted a thorough investigation to disprove the customer’s allegations. In response to a critical one-star review citing issues with food quality and portion sizes, Jackie meticulously detailed the actual events using timestamps from the CCTV footage to show that the customer’s feedback was inaccurate.
Additionally, Jackie addressed concerns regarding rice portions and prawn servings, highlighting discrepancies between the customer’s claims and the actual events captured on CCTV. He emphasized the importance of honesty in reviews and stated that he does not tolerate unfair criticism or bullying online.
The restaurant, which boasts an average rating of 4.6 out of 5 on Google and 4.5 on TripAdvisor, has gained a reputation for its quality service over the years. Jackie, a 46-year-old chef with a background in Hong Kong cuisine, emphasized that he only turns to CCTV footage when discrepancies arise in customer complaints that do not align with his staff’s recollection of events.
In an interview with The Times, Jackie expressed his commitment to upholding the restaurant’s standards and reputation, offering to rectify genuine mistakes but standing firm against baseless complaints. Despite facing criticism for his assertive responses, Jackie remains steadfast in defending his establishment and staff integrity.
Looking ahead, Jackie aims to develop an app where restaurants can also rate customers, emphasizing the importance of mutual respect and accountability in the hospitality industry.