PUBLISHED ONJune 07, 2024 3:41 AMByKhoo Yi-Hang[UPDATE June 8]
The owner of Kosma Food CCK 302 has denied having responded to negative reviews on Google.
"We have never owned the Google Maps locality, and have never posted any responses on the platform," the owner, who only wanted to be known as Lim, said.
"This is why we were shocked and worried to find out that someone has been impersonating us on Google Maps and giving nasty responses to reviews that he or she deemed worthy of poking fun at."
Lim, 65, told AsiaOne that they have been part of the community for nearly 30 years and that they treat their customers "with utmost respect" and "value all feedback".
"Poking fun at people and the things they say is quite disrespectful, and goes against everything we stand for - especially when our customers take the time and effort to help us by pointing out areas where we can do better," he added.
"It also portays us as petty people because it makes us look like we cannot take criticism, which is simply not true."
He said that in light of this discovery, they will be approaching Google to claim this location ownership to ensure that this impersonation does not go on any further.
Lim said: "We do not know the person behind these antics, but we hope he or she will find peace and happiness to fill his or her life, and not impersonate us or other people any further."
After-sales service is important - but these customers certainly didn't expect to be served in this manner.
The operator of Choa Chu Kang coffee shop Kosma Food CCK302 has been accused of clapping back at netizens leaving one-star reviews on Google, dating back as far as two years ago.
Responding to a review claiming that their coffee tastes "very bad" and bland, the operator allegedly said: "Okay, then don't come back, clown."
When a netizen commented that food at the establishment was too expensive, the operator allegedly wrote: "No money ah bro."
"Go get [more money], broke a** h*," the operator allegedly replied to another comment on price.
A picky eater also found fault with how close cleaning agent was used in proximity to food meant to be served.
"Intended to grab some breakfast for my team until I saw a staff spraying glass cleaning agent at the glass panels with the cooked chicken and duck right there," the user wrote.
Snapping back at the review, the operator allegedly posted: "You don't like then don't come here, clown."
However, not all one-star reviews are given the same treatment - a thoroughly written review by a diner claiming that her food was re-fried and cold instead earned an apology from the operator.
"Aiyo sorry to hear this darling, I will speak to my tenant about it right away. Sorry again darling," the operator allegedly apologised.
The coffee shop currently maintains four stars out of five based on reviews on Google.
In a post on Facebook sharing screengrabs of comments allegedly made by the operator, many netizens were shocked by the "rude" responses diners received.
"The owner so rude," said one user. "Soon, [the coffee shop] will be closed down."
"Never see such rude owner… hope that everyone will boycott," another said.
Some also wondered if the account had been hacked and someone else was leaving these responses to reviews.
Others also found humour in the situation, expressing interest in supporting the establishment because of these responses.
"Burn!" One user commented, complimenting the owner's roast.
Another said: "Must support the uncle… I'm going to go when I'm back."
ALSO READ: 'Defamatory and false': Bazaar food vendor threatens lawsuit over negative review, demands apology
khooyihang@asiaone.com
