Social media has the power to bring a lot of attention to businesses, both positive and negative. For many, platforms like TikTok have become vital for gaining visibility and attracting new customers. But what happens when that attention isn’t so flattering?
Let’s take a look at the recent drama between the Queen of Afternoon Tea and the Cupcake Café as an example of what you shouldn’t do when receiving criticism on social media. Not handling criticism appropriately can damage your reputation.
Here’s a breakdown of what went down—and what businesses can learn from it.
The Queen of Afternoon Tea vs. Cupcake Cafe
For those unfamiliar, the Queen of Afternoon Tea (@ontarioteatravels) is a Canadian TikTok account that has built a strong following by reviewing tea spots across Canada and the U.S. With every review, she shares details including pricing, location, menu options, service, and her personal recommendations for improvement. It’s fair to say her followers rely on her reviews to decide where they’ll spend their next tea outing.
On September 22, she posted a review video on the Cupcake Cafe at the Mapleview Mall in Burlington, Ontario, where she paid $55 CAD per person for afternoon tea. Unfortunately, her experience left much to be desired. She pointed out issues such as poor presentation, inadequate service, missing items from the promised menu, and the fact that she had to buy a cupcake separately—something that, given the cafe’s name, seemed ironic. As of October 7, 2024, her video has over 6 million views and 489,000 likes.
@ontarioteatravels A weak showing for #AfternoonTea in #Burlington Ontario this weekend. Here is the full #FoodReview. #hightea #teatime #cupcakecafe #mapleviewmall #foodcritic ♬ original sound – Queen of Afternoon Tea 🫖
The Queen of Afternoon Tea wasn’t shy in her criticism, but she wasn’t malicious either. She offered honest feedback on what could have made the experience better, which is exactly what her audience expects from her reviews.
A Turn for the worse: The Cupcake Cafe’s Response
Instead of responding with grace, the owner of the Cupcake Cafe posted a rebuttal video on TikTok. Rather than acknowledging that there were flaws in the service, the owner accused the Queen of Afternoon Tea of being a competitor from another tea shop trying to slander her business. She doubled down, refusing to accept any responsibility for the poor service, or to acknowledge what left her customer feeling unsatisfied.
@thecupcakecafe.ca TW: suicide & depression. A High Tea review from a competitor that turned into a day of bullying, harassment, and telling me to go k*ll myself. Suicide Support Hotline. 9-8-8 https://findahelpline.com https://www.canada.ca/en/public-safety-canada/campaigns/cyberbullying.html #ThecupcakeCafeMapleviewMall #ThecupcakeCafe #OnlineReview #HighTea #HighTeaMapleviewMall #SuicideSupport #OnlineBullying #depression #mentalhealthsupport #viral #tiktok ♬ original sound – The Cupcake Cafe
To make matters worse, the owner posted (and later deleted) a separate image post where she admitted to not including a cupcake in the afternoon tea package because she knew customers would buy it separately—allowing her to make more money. This only added fuel to the fire.
What Can Businesses Learn from This?
- Negative Feedback is Inevitable:
In this time where customers are able to share their feedback online, your business will, at some point, receive negative feedback. No matter how great your service or product is, you can’t please everyone. However, it’s not the critique itself that defines your business—it’s how you respond. - Stay Professional, Always:
One of the biggest mistakes the Cupcake Cafe made was going into defense mode. Accusing a customer of being a competitor rather than addressing their concerns made the situation worse. Had the owner taken a more professional approach, acknowledging the issues and offering to make things right, the public’s response would have likely been much more positive. When responding to feedback, keep your cool and focus on resolving the issue rather than attacking the customer. - Acknowledge Mistakes and Show a Willingness to Improve:
Transparency goes a long way. Businesses that own their mistakes and show a genuine desire to improve often receive more grace from the public. If the Cupcake Cafe had responded along the lines of, “We hear your concerns and are committed to improving our afternoon tea experience,” the entire narrative could have shifted in their favor. Take ownership of your brand’s reputation by responding to feedback with professionalism and a commitment to improvement—it can turn challenges into opportunities. - Avoid Greed at All Costs:
Customers can see right through greed. When the Cupcake Cafe’s owner admitted that she didn’t include a cupcake in the afternoon tea package because she wanted to make more money, it completely undermined the trust and goodwill any business should strive to maintain with their customers. Consumers don’t want to feel like they’re being taken advantage of, and honesty is always the best policy.
Handling Criticism on Social Media the Right Way
Negative reviews are part of running a business but handling them correctly can turn a bad situation into a positive opportunity. When facing criticism on social media:
- Respond promptly and professionally
- Offer a solution
- Learn from the feedback
- Stay humble
In the end, the Queen of Afternoon Tea vs. Cupcake Cafe drama serves as a cautionary tale for businesses on social media. Don’t let your ego get in the way of addressing customer concerns. Respond with grace, take feedback seriously, and use it to grow. Social media has immense power in shaping your business’s reputation—how you handle the negative moments will define you as much as the positive ones.
Need help with managing your business’s social media presence? Charlotte Lane Media can help you navigate the ever-changing world of digital marketing, from social media strategies to reputation management. Contact us today to learn how we can enhance your social media presence. To schedule a free consultation, call us at 516.421.1117 or send an email to [email protected].