A manager at a dessert establishment has penned a scathing response to a dissatisfied customer, addressing them as "ungrateful" in a public reply.
The Oxford Road Heavenly Desserts in Moseley, Birmingham took issue with the diner's critique, which failed to acknowledge several items provided during their visit.
The customer had posted negative feedback about their experience, citing poor service and inadequate portion sizes.
However, the establishment's management revealed crucial details the reviewer had omitted.
The dissatisfied patron had complained about inflexible service, claiming staff refused to modify toppings or accommodate special requests.
They specifically criticised a raspberry and white chocolate cookie dough that arrived with minimal toppings.
"The cookie dough came with literally a drizzle of white chocolate and 3 raspberries on top. It looked as though the raspberries were just there for decoration," the customer wrote.
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They also took issue with the San Sebastián cheesecake's size, calling it "tiny for £7". The review concluded by unfavourably comparing the establishment to competitor Hauté Dolci.
"Hauté Dolci is the original Heavenly Desserts and it really does show with its service and standard," they stated.
The manager systematically dismantled each complaint, revealing the customer had returned the substandard cookie dough which was promptly replaced without question.
They also disclosed that the criticised cheesecake was exchanged for an alternative dessert, with the original item provided complimentary.
In their response, the manager stated: "Dear ungrateful customer. Yes, ungrateful because most the things you complained about was given free of charge."
Regarding menu inflexibility, the manager pointed out: "There is literally a create your own section in our menu for a reason, yet you wish to change all the ingredients on the set waffles."
The response concluded with a sardonic jab at the customer's praise for their competitor: "Fair play to Haute Dolci meeting your standards. Next time you visit, let us know so we can come take notes."
Heavenly Desserts maintains a strong reputation despite the recent dispute, holding a 4.3-star rating from more than 1,500 customer reviews.
The establishment specialises in frozen treats, waffles and other confections.
Previous visitors have praised the venue's offerings and service.
One patron named Irum described their waffle and ice cream as "crispy perfection" and "creamy bliss".
Another customer, Carmen, discovered the Moseley branch recently and declared it would become their regular destination, noting the desserts were "definitely worth the money".