Layr, a popular dessert hatch in Ancoats, has responded after receiving a bizarre two-star review. The reason for the low rating surprised the team so much that they had to read it twice to believe it.
The city's 'first' tiramisu hatch opened at the end of January in Ancoats and has become a huge hit, attracting long queues down the street for its take on tiramisu. Taking the review in their stride, the dessert hatch decided to share it with its customers.
Review cited 'creepy' smiling staff
The post quickly cut to the chase, with the team writing: "We received a 2-star review for smiling too much. Yes, really."
They then shared the Google Review in question, which read: "Came today, had alright tiramisu but the staff were smiling too much it was almost creepy. Also felt interrogated, just wanted my tiramisu and leave, don't think I'll be back."
In a series of slides on the Instagram post, the Layr team responded: "We absolutely recognise how every customer experience matters. We never want anyone to feel uncomfortable visiting us, and always take every bit of feedback on board.
"But, smiling [is] just who we are. Layr was built to feel warm, welcoming, and to be a memorable part of your day, week and month. We all need that little pick me up no matter what."
"Our amazing team all work incredibly hard, genuinely enjoy meeting so many of you and hearing about your day. If being friendly gets us 2 stars, we can live with that, we'll always choose warmth no matter what."
"Great tiramisu matters, so does good people, and amazing energy. A message to our team: Please don't stop smiling. Ever."
Business backed by customers
Tucked away on Radium Street, Layr is one of several businesses operating along this stretch, with neighbours including much-loved Brazilian bakery, The Flat Baker.
The concept was launched by Moona Ali, 30, and represents her first hospitality business. Prior to starting her new venture, she was an accountant, but left her job last year to pursue her passion for making desserts.
The dessert shop's followers were quick to back up the business too, with one writing: "Think I'd be smiling 24/7 if my job involved tiramisu." Another added: "Can't help with the absolute nonsense you have to deal with sometimes." A third wrote: "Your staff are fantastic and I've always had a wonderful experience visiting, and so has everyone ahead of me in the queue. Never ever change the vibes."
Previous one-star review over sell-out
The latest review isn't the first time Moona has had to deal with negative reviews. In July, it was hit with a negative review after a customer travelled to the shop and wasn't able to buy a tiramisu because they had sold out early. The reviewer said they had arrived 45 minutes before closing time to be told there were none left.
They then claimed the shop should 'either close' or 'make enough when you know you'll fall short', and gave it a one-star rating, much to the disappointment of the dessert hatch's owner.
Sharing the news and offering an explanation, the team at Layr wrote: "We sold out early last weekend and received a one-star review as a result.
"To be fair, I was VERY gutted to see it, as the impact can be huge on a small business. But then I thought does selling out deserve a one star?
"Given we make our Tiramisu fresh every morning, we just can predict exactly how busy each day will be, and some of them just catch us completely by surprise. Last weekend was one of those."
They added: "Our amazing team work extremely hard from 5am so that the tiramisu has enough time to sit before serving. Pushing this even further, in all honesty isn't feasible and we'll always put the wellbeing of our team first.
"Also, we'd much rather prefer to sell out than compromise on the freshness or quality of our tiramisu, so you're always getting the best possible from us."
