13/06/2026
We have been made aware of a number of comments and social media posts relating to an incident that occurred on our premises yesterday. Whilst we understand that the customer was dissatisfied with her experience, we are disappointed that a number of comments made online do not, in our view, accurately reflect either the circumstances of the incident or the efforts made by our staff and proprietor to address the matter promptly and professionally.
The issue raised related to the condition of the toilet facilities at the time they were used. Upon being notified, our staff immediately apologised and took steps to resolve the situation. I was subsequently contacted by my team and attended promptly as proprietor to speak with the customer personally. We listened carefully to her concerns, apologised for her experience and offered a complimentary meal as a gesture of goodwill in an effort to reach a satisfactory resolution.
As a long-established independent business on Canton High Street, we take enormous pride in maintaining high standards of cleanliness, service and customer care. Our facilities are inspected regularly throughout the day and, whilst we work hard to maintain those standards at all times, there may occasionally be instances where an issue arises between routine checks. When concerns are brought to our attention, our team acts swiftly to resolve them.
We are also disappointed by a number of personal allegations and characterisations that have since been made online regarding my conduct as proprietor. Whilst customers are entirely entitled to share their experiences and opinions, I can say with confidence that my intention throughout was to listen to the customer's concerns, apologise for her experience and work towards a resolution. I attended personally in an effort to assist and support my staff in resolving the situation as quickly and professionally as possible. Whilst we accept that not every outcome will satisfy every customer, we remain confident that every reasonable effort was made to address the concerns raised at the time.
For many years, Café Fresco has been supported by loyal customers who know the standards we strive to uphold every day. We are incredibly grateful for that support and equally proud of the hardworking staff who represent our business with professionalism, care and dedication.
We remain committed to providing the welcoming atmosphere, quality service and high standards that our customers have come to expect from us.
Thank you for your continued support.
Eddie
Proprietor, Café Fresco
