30/08/2026
I thought I wouldn't post this, but I feel our staff deserve to be commended.
Saturday 29th statement:
When you pour your heart into a family business, your team and your community are like oxygen to you. People say to brush off the bad nights, but when you love a business this deeply, you can't just pretend it doesn't hurt when the team you have a duty to protect is subjected to relentless abuse.
Last night pushed us to our absolute limit. It felt like we were being hit from all sides:
It started with one of our hardworking team members politely explaining we don't take phone orders, only to be aggressively told to "f*** off."
Then, an entitled customer relentlessly challenged our clearly signposted toilet policy. For over ten minutes, he held up a wildly busy queue, intimidated our young team, shoved his phone in their faces to film them, and demanded their names. He was warned to stop or he would be asked to leave. He chose to continue, so we kept our word: we cancelled his £50 order, fully refunded him, and told him to leave.
But the night took an even darker, terrifying turn. While this harassment was happening inside, our delivery driver was the victim of a horrific hit-and-run. A Ford Galaxy blew through the give-way line at Oriel Road (Merriman) at roughly 60mph, tearing the bumper clean off our driver’s car before fleeing the scene. Half a second difference, and we would've be dealing with a fatal crash.
Standing between an harassing adult and the young teenagers you must protect is stressful enough. But combining that with the sheer terror of nearly losing a driver? It was simply too much. The compounded harassing and emotional weight caused a severe physical toll, resulting in one of the staff—who had already worked a gruelling 50 hours on the frontline this week—becoming completely overwhelmed by the stress and having to be sent home.
Just as our exhausted team finally caught their breath, the customer's wife called minutes before close to yell threats about destroying our reputation. True to her word, they both immediately posted identical, spiteful reviews.
We are a family trying to do the right thing. No amount of money buys anyone the right to swear at, film, or harass our team. We will always, without hesitation, prioritise our staff's safety and mental well-being over a sale.
Despite how traumatic last night was, we have just finished our second consecutive record-breaking week. To the 99.9% of our customers who treat us with patience, warmth, and basic human decency—thank you from the bottom of our hearts. You are the reason we do this, and your kindness is exactly what we need this bank holiday weekend.
💓
Please if you're able, post a comment in support of our staff in the hopes of picking their spirits up.✨️