A dedicated Birmingham baker is counting the cost of a devastating online attack after a single malicious review wiped out her entire weekend's income.
Natalie Cluskey, the heart and soul of Natalie's Cakeaway in Kingstanding, saw over £1,000 in bookings vanish into thin air. The collapse followed a one-star Google review that falsely branded her family-run business as racist.
The nightmare began when a customer, who had previously been asked to collect her order at a specific time, lashed out online. Despite Natalie's polite explanation that the collection time was due to the delicate nature of the fresh cream cake, the customer posted a scorching public critique.
The fallout was immediate and brutal.
"The phone just went dead," Natalie recounted, the shock still evident in her voice. "All of our bookings for the weekend were cancelled. We lost everything. We're a small, family business and we rely on that income."
Natalie and her team were left utterly bewildered by the racism allegation, a claim they describe as completely baseless and personally devastating. They have reported the review to Google, but as of now, the platform has yet to remove it.
This incident highlights a terrifying modern reality for small businesses: the immense power a single unverified online review holds. With no substantial recourse, SMEs can see their reputation—and their livelihood—damaged in an instant.
Natalie's story is a stark warning about the fragility of small businesses in the digital age and a plea for greater accountability on review platforms.
