在英国利兹帕德西，一家名为“东方快餐”（Oriental Express）的中餐外卖店，因老板娘张大姨（Alice Cheung）犀利回应差评而意外走红网络。

Alice Cheung, the owner of Chinese eatery Oriental Express in Pudsey, Leeds, England, has gone viral for her hilariously scathing responses to bad reviews online.



在外卖平台JustEat上，这家餐馆评分为六星中的五星，整体口碑不错。



不过，面对一些给出不合理差评的顾客，张大姨选择毫不客气、甚至有点搞笑地回怼。

Oriental Express has a rating of five out of six stars on JustEat where Cheung posts her blunt responses. The rating is honestly quite good, but Cheung wants to make sure if anyone's leaving a bad review, they are doing so reasonably.

比如，有人花17英镑点了个素食拼盘，结果留言抱怨里面“全是薯条、几片洋葱圈，其他东西都认不出来”。张大姨直接回怼：“您点的是素食拼盘，还打电话抱怨没有肉？我们送的就是您点的，没问题。差评只是掩盖您的错误，请以后别打电话了。”

One bad review read: "This food was terrible. Paid £17 for a box! Nothing but chips that looked like they was cooked yesterday, two onion rings and everything else unrecognisable."

Cheung responded: "You ordered a Vegetarian Munch Box and then called the shop to complain there was no MEAT in it.

"We sent what you ordered and there was nothing wrong with it. The bad review is to cover your error. Please do not call again."



还有顾客嫌周六晚上等餐时间太长，张大姨幽默回道：“您好，我们看了水晶球，但它没告诉我们5点到9点会有多少订单。真讨厌，对吧？”

Responding to another customer who complained about waiting more than an hour for delivery on a Saturday night, Cheung said: "Hello, we looked into our crystal ball but it gave no indication as to just how many orders the public were going to place on Saturday night between 5 and 9 pm. Don't you just hate it when that happens."

有人打出2.5星，还说“别处更好吃”。张大姨毫不留情：“那您就继续点那家吧，把虚假的评论也带走。”

When one customer left the takeaway a 2.5-star review complaining that they could have had better food elsewhere, Cheung said: "I suggest you stay with the other takeaway and take your false review with you."

一位顾客评论说：“大姨很亲切但食物很差劲，狗都不吃。”大姨锐评：“行啊，那下次你来直接给你喂狗食。”




顾客说点了菜没有收到幸运饼干做赠品，感觉自己的未来已经迷失了。大姨：“问题不大，我连夜转动水晶球给你算了一卦，你的未来不太光明哈。”




另一位顾客点了“特色甜酸”，却抱怨里面混了大虾，导致鸡肉菜“被毁了”。张大姨直接怼：“拜托睁大眼睛看看菜单，特色甜酸里本来就有大虾。我们送的就是您点的，新鲜又好吃。我们挺厉害的，但还没本事读懂傻瓜的心思。”

Another critic claimed their dish had been "totally ruined" by battered prawns that had been mixed in with their chicken dish.

Cheung replied: "Will you please open your eyes and read the descriptions, you ordered the 'special sweet and sour' which contains king prawns.

"You got what you ordered so how is this our fault. The food was fresh and perfectly cooked. We are good but mind reading the stupid is not one of our skills."



她的犀利回怼被网友大量转发，比如“让我猜猜，是不是觉得分量太多、味道太好、送餐太快？”等金句。

张大姨坦言，自己没想到这些回复会走红：“完全是一夜之间火起来的，我们觉得这些回怼虽然有点调侃，但都有道理。”

Her savage review responses like "Let me guess, too much food, too tasty, delivered too quickly" started circulating on social media.

"I had no idea they would go viral! It really just blew up overnight, we did think some of the responses were cheeky but within right reason," Cheung said.

小店爆火后，有国外博主拍摄了探店视频，博主在店里点了几道菜后带到外面慢慢品尝，边吃边激动给出好评。




看完探店视频后，网友们都为大姨打抱不平。因为从餐馆的留言看，确实有些差评是恶意评论。





很多英国留学生也到店支持大姨，把探店过程发到社交媒体上，又吸引了更多想亲自去看看的人。



目前，小店评分已经高达4.8。



“差评会打击餐饮业主的积极性，我只想实话实说。”张大姨在接受采访时表示，“评论应该真实，而不是那种套话式的‘企业回复’。”

"Negative reviews tend to put business owners down and demotivate them, I want to be realistic," Cheung said, referring to her savage replies, and added: "I think reviews should be honest and not corporate responses."

张大姨承认，餐饮业当然应该遵循“顾客永远是对的”，但前提是餐厅确实有错。“有些人却把差评当作勒索手段，要免费餐或退款，这太荒唐了！”

"Obviously best practice would be 'customer is always right' and I believe this is true when the restaurant or shop is at fault… But if you're leaving bad reviews as a form of blackmail for free meals or to try get refunds, it's absolutely ridiculous!"

她指出，真伪评价其实很好区分：“如果是客观反馈，店家一定知道，因为我们和顾客真实打过交道，系统里也有记录。”举例来说，有人点了两份薯条，还打电话投诉说自己点错了，然后留差评，“这就是顾客的问题，不该赖店里。”

虽然多数评论是好评，也有不少回头客，但她坚持，如果遇到不合理的差评，就有必要说清楚：“我们有时确实会犯错，也会补偿；但要是没错，那就别怪我们怼回去。”

While "the majority of our reviews are pretty good, and we have a lot of return customers," Cheung believes it's just fair to respond to an unreasonable bad review. "If we have messed up, we'll always hold our hands up. But if not, people should expect some banter."

来源：Bored Panda 英国报姐