Thomson Plaza restaurant allegedly finds & posts diner’s LinkedIn account for leaving bad review

A Thomson Plaza restaurant has said it will take greater care with its online responses after its reply to a customer’s negative review referenced the reviewer’s LinkedIn profile, workplace and professional background.

Woodsmen, which serves wood-fired steaks, acknowledged that bringing a customer’s employment or professional background into a public response could expose them to unwanted attention.

The statement came after a TikTok account called SG F&B VIRALS shared screenshots of the restaurant’s replies on Tuesday (20 Oct), raising concerns about the owner’s response to criticism.

In response to MS News’ media enquiries, the restaurant said its replies should focus on customers’ dining experiences and the feedback they raise.

Woodsmen references customer’s LinkedIn profile in reply to negative review

The incident stemmed from a one-star review of Woodsmen posted on Google.

The reviewer criticised the restaurant’s three charcoal-grilled steaks, and rated the food, service and atmosphere one out of five.

In the review, the customer said the steaks tasted horrible and that their wife cooked better steak at home.

Woodsmen replied by addressing the reviewer by name and sharing a link to their LinkedIn profile.

The admin questioned whether the customer had considered that the taste of wood-fired steaks might come down to personal preference.

They further said they would check with the reviewer’s colleagues about the kind of person they were.

In a separate response to another customer, the restaurant also referenced the reviewer’s professional credentials and internship at a law firm.

TikTok account says restaurant’s response was unethical

SG F&B VIRALS shared the exchanges after coming across Woodsmen’s replies while browsing Google reviews, following the restaurant’s comments on Instagram.

The account told MS News that it felt the restaurant’s actions were unethical and that Singaporeans should know about the incident.

It described the owner referencing the reviewer’s workplace and professional background as “doxxing”, and said that “the authorities should look into it”.

The account also said it was wrong for the owner to suggest checking with the customer’s colleagues about their character.

Restaurant says it will keep online responses focused on feedback

In its statement to MS News, Woodsmen acknowledged concerns about its public reply.

“We recognise that the way we respond matters as much as the point we are trying to explain,” the restaurant said.

It added that it understood how referencing a customer’s employment or professional background in a public response could expose them to unwanted attention.

“Our responses should focus on the dining experience and the feedback raised,” it said.

Woodsmen added that it would take greater care with its online responses, keeping them factual and focused on the issue.

At the same time, it would also continue to address feedback and support its team.

Where a concern requires a fuller discussion, the restaurant said it would follow up directly with the guest.

Asked how it handles complaints about food quality and service, Woodsmen said it takes feedback seriously and addresses concerns directly with guests where appropriate.

Woodsmen also addressed mess left by families with children

The restaurant had separately drawn attention to customers allegedly leaving dining areas messy after meals with their children.

In an Instagram post, Woodsmen said it had experienced several instances of parents leaving behind significant messes.

It acknowledged that children could make messes. However, there was a difference between accidental spills and leaving an entire dining area in disarray.

The restaurant added that the absence of a service charge did not mean customers should forgo basic courtesy.

Woodsmen later clarified that the intention was not to shame anyone.

It had only wanted to encourage greater consideration for its staff and other diners.

In response to MS News, the restaurant said it shared the post after witnessing several similar incidents, hoping to raise awareness of the challenges faced by service staff in the food and beverage industry.

It stressed that families with children remained welcome and that cleaning up was still the restaurant’s responsibility.

“We welcome families with children and understand that spills and mess happen. Cleaning is our responsibility, and that has not changed,” Woodsmen said.

The restaurant reiterated that it would take greater care with its online responses and contact guests directly when an issue required a fuller discussion.