Coffee shop shares heartbreaking message after suffering 'online harassment' for very unexpected reason

The online world is full of wonderful things, but it’s also a platform for sharing dissatisfaction and vitriol regardless of justification.

From social media pile-ons to habitual trolls, you’re never far from a bit of nastiness when you’re browsing the web. Unfortunately for business owners, goodwill from satisfied customers can be easily drowned out by damning or needlessly unforgiving reviews that often fall short of a basis in reality.

For Phê, a newly-opened coffee shop based in Seattle, a supply chain shortage beyond its control has seen its Google Reviews become the site of scathing feedback. Many reviewers seem personally offended by its supply issue and have set about tarnishing the business’s online reputation because of it.

It goes without saying that a business owner will be feeling the strain of missing stock more than any customer, and that a newly-opened establishment will be doing everything it can to put things right. In other words, there’s absolutely no need to go on the offensive, and kicking someone when they’re down is hardly reasonable behaviour.

Online reviews can also be make-or-break for businesses trying to win a spot in the market, and when the five-star reviews get smothered by uncompromising criticism it can be a huge source of stress. After all, those negative reviews, fair or otherwise, could dissuade prospective customers from turning up.

We reached out to Phê over the challenges they’re facing both with supply and the negative feedback it’s been receiving online, and the team had this to share:

“It's unfortunate, but true. Our business, which we just opened <2 months ago, is impacted by the matcha shortage and the subsequent fallout because of that. There's numerous 1/2/3-star reviews from customers (some that are not even actual customers!) that have complained because we ran out of matcha.”

They continued: “We tested tens, if not over a hundred, of different matchas from various farms, and we finally found one in particular that we were proud to serve as part of our brand.

“Yes, there are other matcha farms and varieties out there, but instead of lowering our bar and offering alternatives that we only liked and not loved, we opted to remove all of our matcha-latte based drinks. Matcha only makes up 1/3 our menu (the other 1/3 being coffee and 1/3 food), but it's our customers that have labeled us as a matcha must-have. We are proud of that, but then others accuse us of a bait and switch.

“No one wants us to restock our matcha back as much as us. We put up signs and posts on Instagram to be upfront about not having matcha, yet we still happily answer questions about it every day and deal with online harassment. Beyond the disappointment, it's really disheartening to see people leave negative reviews as if they truly don't want our business to succeed.

“We're a small business, taking big financial risks, bringing to the community things that we love in an inviting and opening space; and instead of supporting or waiting patiently, some people choose to use their voice and platform to deter business.

“If they did not like the quality, service, drinks or food, then we welcome and accept the feedback and reviews; but to leave negative reviews simply because of products we currently do not stock is shameful. Did people leave negative reviews for Costco and other businesses when toilet paper or hand sanitizer ran out?

“We have adapted to the matcha shortage, promoting our coffees and offering other teas instead (green Thai tea, fruit teas, etc), and we have a very supportive customer-base that appreciates our other offerings, which is what continues to drive us day-to-day. While the 1 star reviews do suck since it takes so many more 5 stars to average that back up, we're still optimistic since we're here for the long haul, and waiting to expand into our next stage--stay tuned for that!”

In a challenging economic climate where businesses are under intense pressure, it takes serious guts to enter a competitive space in the first place. If you’re ever frustrated by a disappointing experience at an establishment, independent or otherwise, do your best to remember there are people behind those problems who are working hard to correct them.

You might think an online review is a throwaway drop in the ocean, but they can have serious consequences that can last long after you’ve forgotten about them. For temporary issues like supply hiccups, your review can turn a short-lived problem into a long-term one too. Once the supply issue is resolved, what good is a permanent negative review about it?

We all want strong independent businesses to thrive in our communities, and tearing them down over issues outside their control is no way to give them a fighting chance.