Sydney cafe owner hits back after a long-term regular customer pens a negative three-star Google review for a bizarre reason: 'Disappointed'
- Miss Sina café in Sydney's inner-west fiercely defends negative online review
- Business reveals team ‘worked their butts off’ during chaotic weekend rush
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A popular café in Sydney's inner-west has defended its staff after a long-time regular left a critical online review.
The customer, who said they had been visiting the Marrickville patisserie Miss Sina for years, shared their frustration in a Facebook post after waiting close to an hour just to place a takeaway order.
'Was way too busy today,' the customer wrote accompanied with a three-star rating.
'Took us almost an hour just to order, even though we were only ordering takeaway.
'The ordering and lining up system really needs some work - digitised ordering or a separate line for takeaway customers or something like that.
'We've been coming here for years and love Miss Sina, but they're going to lose long-term customers for short-term TikTok hype if they keep going this way.'
The café quickly responded, explaining the surge in demand had caught staff off guard and defended their team for doing their best under pressure.
'To be completely honest, we still have no idea why it was so unusually busy this weekend. It really caught us by surprise,' the business wrote.
Popular café Miss Sina, located in Sydney's inner-west suburb of Marrikville, has defended its staff after a long-time regular left a critical online review
The customer, who said they had been visiting the Marrickville vegan-friendly patisserie for years, shared their frustration in a Facebook post after waiting close to an hour just to place a takeaway order
'Our team absolutely worked their butts off all weekend, doing their best to keep things moving and look after everyone.
'We even posted on Instagram during service to let people know how busy things had become and that there would be longer wait times.'
The vegan café also used the moment to highlight the challenges small businesses have faced over the past year, noting that a busier weekend than usual meant they could now pay some urgent bills.
'We'd be lying if we said we weren't feeling a little bit sad and disappointed to receive a negative review from someone who has been a regular for years based on one unusually busy weekend - especially when our team truly gave it everything they had,' they continued in their Facebook post.
'We can't really turn people away because they want to try us for the first time? We read your reviews and your comments and they impact us.'
The café finished by thanking the customers who had shown patience and kindness during the rush.
'Your support means more to us than you know… and a little reminder: if you prefer a much more chill Miss Sina experience, we're open weekdays too - when things are a lot calmer and you can take your time.'
The response quickly attracted a wave of support from loyal customers, many of whom criticised the original reviewer and defended the café.
The café quickly responded, explaining the surge in demand had caught staff off guard and defended their team for doing their best under pressure
'I love when businesses I'm a regular at are busy,' one person wrote.
'It's great for them that they've got lots of customers, and being a regular, I'm quite happy to come back another time and let the newbies have a turn at seeing how great the place is.'
'The entitlement is real,' another commented.
'You want your favourite cafe to be there, but you don't want them to be busy enough to make money because you might die of starvation in an hour. Get a grip.'
Others argued the customer should have spoken directly to the business rather than leaving a public complaint.
'If they have been coming for years a personal email to you or a side chat would have been more appropriate,' one person wrote.
'Normalise having direct discussions with small businesses when you feel something didn't meet your expectations instead of slagging them off online,' another added.
The café also used the moment to highlight the challenges small businesses have faced over the past year, noting that a busier weekend than usual meant they could now pay some urgent bills. Pictured: Miss Sina staff
'That's so unnecessary,' a third continued.
'Talk about lack of empathy. "We love Miss Sina", then drops a three-star review. What?'
'This person is a loser lol… You guys are awesome,' a final joked.
Located in Marrickville in Sydney's inner west, Miss Sina has built a reputation for its 100 per cent plant-based pastries, including vegan cinnamon scrolls, donuts and cakes inspired by French and German baking traditions.
The café prides itself on being fully plant-based and environmentally conscious, with a focus on sustainable and ethical practices while creating indulgent pastries designed to appeal to both vegans and non-vegans alike.
It also positions itself as an inclusive space, offering halal-friendly products and hosting community events ranging from cake decorating workshops to speed-dating nights.
Despite the online criticism, the café made it clear it remains grateful for the community support that has helped it grow.
