A chip shop owner has been lauded for offering ‘service with a scowl’ after hitting back at negative Tripadvisor reviews.
The ruthless businessman even told one customer to ‘stick his unbattered sausage up his a**e’.
The Old Smithy in Ambleside, a traditional fryer in Cumbria, went viral after a Twitter user shared owner Gary Moss’ no-nonsense replies to disgruntled customers’ feedback.
On Tripadvisor, reviewer Kyle Cullen wrote: ‘Found the customer services appealing. We wanted bater [sic] sausages and was out right [sic] told they would not do that.’
Garry responded, ‘firstly, Kyle, go back to school and learn how to spell you drop out T*AT. You wanted battered sausages and were told very politely that no sorry we just had plain sausages and were too busy or it was closing time.’
The chip shop owner also refuted the accusation of ‘appalling customer service’ by noting he responds to ‘f***s like you within four hours.’
Since being posted, the spat has garnered more than 17,000 retweets, and users are praising Gary’s responses, with one saying ‘my style of customer service.’
Despite being highly controversial, Gary is proudly defending his outbursts saying they are ‘justified’, adding he’s just ‘standing up for himself’ against reviews.
Meanwhile, he insists he doesn’t have an anger problem and that he’s actually a ‘very laid-back man’.
A dad-of-four, he thinks the negative feedback is a rouse to elicit a response from him.
‘I just don’t stand for it,’ he says. ‘I don’t mind giving abuse when they deserve it. I will insult them. I don’t go swearing at old women and stuff or swearing in front of kids.
‘I think comments like that are rude and insulting – even when they don’t realise. I think a one-star review is insulting if it’s not justified. I’m sticking up for myself.
‘They’ll leave a one-star review, when you know it’s not justified, and sometimes they’ll belittle you and use clever language. They might not swear but they’re doing equally worse things to my replies.
‘[Kyle] didn’t say anything in the shop. He asked ‘oh you can’t batter a sausage?’ and off he went. If I had time to do it I’d have done it.’
Gary continues: ‘I was too busy and there was a queue of people behind so he’ll have known I was busy. It might seem a simple thing but sometimes you’re too busy to do anything else than the simple menu.
‘I reacted like that because there’s no need for that one star review. I don’t have an anger problem. I’m a very laid back, calm person. It just gets under my skin.
‘I think a lot of people understand that and people have come to my shop because they’ve seen my response to a review. I don’t just do it for no reason.
‘If anybody has an actual genuine complaint about something I’m willing to listen to them, but that’s very, very rare. In a whole year of running my business I can count my complaints on one hand.’
Gary has been in the chippy industry for many years, having bought the business in 2003 and selling it in 2008. Then in 2014, he repurchased it.
While Gary insists the comments are uncalled for, following the original tweet, other scathing responses from Gary were posted, including one that labelled the Old Smithy’s owner’s son ignorant and suggesting they should get better service and food from a nearby restaurant.
He told the unhappy visitor, known only as Stephen, to never return to his chippy and to ‘go f*** himself’ and signing off the response ‘regards, the ignorant Gary.’
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