Kelvin took to Twitter to share the review (Image: Facebook/ BenMadigansBar)

Get our daily coronavirus email newsletter with all the news you need to know direct to your inbox

Invalid EmailSomething went wrong, please try again later.Sign upWhen you subscribe we will use the information you provide to send you these newsletters. Your information will be used in accordance with ourPrivacy Notice.Thank you for subscribingWe have more newslettersShow meSee ourprivacy notice

A bar owner has been praised for how he handled an unhappy customer who gave him a one-star review.

Kelvin Collins, who runs Ben Madigan’s Bar and Kitchen in North Belfast, was taken aback when he saw a Google review from a woman who called the pub's service "disgraceful".

The review came after she arrived at the bar and ordered a cup of hot water and sugar – free of charge – so she could make a cup of tea using a teabag that she'd brought from home, reports Daily Star.

When the staff realised what she was doing, they refused her a second cup of hot water.

The woman wasn't very happy
(Image: Facebook/ BenMadigansBar/https://twitter.com/Kelcoll)

In her review, the customer wrote: "They wouldn't serve me again as I used my own teabag.

"The bar was virtually empty and they weren't under any pressure… I find it disgraceful that they would begrudge me a 2p teabag."

In response he wrote back: "There is a cost to my business for everything you were consuming while at Ben Madigan's – heating/aircon, lighting, the staff that served you, the electricity to heat the water, the water itself, the dishwasher used to wash the cup and saucer, the sugar, our rent, the cost to clean the building – I could go on and on… but I won't."

He was praised for his response
(Image: Facebook/ BenMadigansBar)

He continued by pointing out how tough it's been for the hospitality industry during the coronavirus pandemic.

He added: "We have been closed for 13 months out of the past 18 – forgive me if I begrudge you the cost of all of the above, and for you to follow it up with a 1-star review beggars belief."

Since sharing the review on Twitter, Kelvin has been flooded with support from users who praised how he responded to the online complaint.

Read More
Related Articles


  • Chinese restaurant owner praised for 'extremely honest' menu descriptions

One person said: "I'm sorry this happened; but your response demonstrates restraint and class. For that alone, my family and I will stop by and support your business when we are next in the area."

Another added: "You deserve the right kind of 'customer'. You have shown remarkable restraint. Best of luck."

However, a third user felt that they should have served the woman a second time, writing: "Total sympathy with you but it's best to turn a negative situation into a positive. You can create raving fans by going the extra mile. I'm thinking of you here. Word of mouth and lifetime customer value."