Chippy Owner Defends Business Against Online Trolls with Bold Responses

Gary Moss, the owner of The Old Smithy fish and chip shop in Ambleside, Cumbria, has garnered attention for his unfiltered responses to online critics. The 59-year-old has made headlines for his blunt retorts to negative reviews, which he attributes to a growing trend of entitled customers. Moss insists he will not tolerate unfounded complaints about his business, stating, “I’m not the sort of person who’d just say ‘okay sorry’ when it’s not justified.”

Moss has operated The Old Smithy for over two decades and has become a local figure due to his fiery exchanges with dissatisfied customers. Recently, he responded to one reviewer who claimed they had experienced “the worst fish and chips ever” by labeling them a “tight ars*d tw*t” and a “lying bast*rd.” Another critic who alleged they were served raw chips received a more straightforward response: “Firstly, f*ck you. Secondly, f*ck you. And finally, f*ck you.”

Addressing Customer Complaints

Moss highlights that many complaints arise from unreasonable customer demands. He recalls an incident where a customer left a negative review after not being allowed extra napkins, stating he would “reflect that in his review” as he exited the shop. Another customer was disappointed that takeaway patrons could not use the restaurant’s restroom facilities, which Moss explains is necessary for hygiene and operational efficiency.

“The thing is: if you don’t reply to the trolls, people think you agree with them,” Moss remarked. He noted that a single one-star review can significantly impact a business’s overall rating, stating it takes about twenty five-star reviews to counteract one negative review. Currently, The Old Smithy holds a rating of 3.8 out of five stars on Google, based on over 400 reviews.

Moss also expressed concerns about the authenticity of some reviews, claiming that many originate from fake profiles aimed at sabotaging his business. “We find that when entitled people leave us these bad reviews, it’s often them that’s rude to us,” he said.

The Impact of Online Reviews

The issue escalated when popular YouTuber Gary Eats visited The Old Smithy, leading to a sudden influx of reviews. While many were positive, Moss noted that the sheer volume triggered Google’s algorithm, resulting in the deletion of numerous reviews. “Since that video, there’s hardly been a single good review go up – but there have been a couple of one-star reviews,” he stated.

The cost-of-living crisis has compounded the challenges for small business owners like Moss. He shared that energy bills for operating the shop can reach approximately £1,000 per month, with the price of essential items like cooking oil having doubled. “We trade more in the summer during the tourist months and less in the winter,” he explained.

Moss concluded with a call for platforms like Google to reconsider their policies regarding sudden spikes in one-star reviews, emphasizing that online trolling poses a significant threat to small businesses. “If you haven’t got anything nice to say, don’t say anything at all,” he urged, as he continues to defend his establishment against online negativity.