Melbourne Restaurant Faces Backlash Over AI-Generated Review Responses
A Vietnamese restaurant in Melbourne has found itself at the centre of controversy after customers discovered its Google review responses appear to be generated by artificial intelligence. The incident has sparked widespread discussion about authenticity in customer service and the growing influence of AI in everyday business operations.
The Cold Soup Complaint That Revealed AI Usage
The controversy began when an unhappy customer posted a review of Saigon Square, a Vietnamese restaurant located in Melbourne's CBD. The reviewer complained that their soup "wasn't hot enough" and expressed disappointment that "the tentacle squids were a bit cold." They emphasised that "the soup should be hot, not just warm," highlighting what they considered a fundamental failure in food service standards.
What made this ordinary complaint extraordinary was the restaurant's response. Rather than offering a personal, genuine reply, the staff member appeared to copy and paste from an AI-generated prompt. The response began with what seemed to be AI instructions: "This 1-star review is focused on a very common and immediate issue in restaurant dining: temperature. The response needs to be apologetic, validate the customer's expectation (soup should be hot), and reassure them that this is a fixable lapse."
The SEO-Focused AI Response
The staff member then proceeded to paste what was labelled as "an SEO-focused response addressing the temperature issue." This lengthy, formulaic reply included phrases like: "Dear [Reviewer's Name], we sincerely apologize for this disappointing experience at Saigon Square Basement 111 Lonsdale and thank you for bringing this critical issue to our attention."
The AI-generated text continued: "You are absolutely right - a Vietnamese soup should always be piping hot, not just warm! We understand how much this detracts from the enjoyment of a dish, and we are disappointed that your tentacle squids and your soup were served at an unacceptable temperature."
The response promised immediate action: "We have immediately addressed this with our kitchen and service teams to ensure all our dishes, from the simmering Pho broths to our appetizer items, are served correctly and consistently hot." It concluded with an appeal for a second chance, emphasising the restaurant's pride in "the quality of our Traditional Vietnamese cuisine on Lonsdale Street in the Melbourne CBD."
Customer Reactions and Criticism
When the exchange was shared on Reddit, Australian customers expressed significant disappointment with what they perceived as a lack of genuine effort. One commenter remarked: "Hate how verbose ChatGPT is making everything and everybody. I don't need an essay in response to my complaint about cold soup."
Another added sarcastically: "Hopefully one day ChatGPT can cook for them too. The soup might come out hot, profoundly." These reactions highlight growing frustration with businesses using AI to automate what should be personal customer interactions.
Multiple AI-Assisted Responses Discovered
Further investigation revealed this wasn't an isolated incident. Other responses from Saigon Square showed similar patterns of AI assistance. In one positive review response, the restaurant wrote: "We are especially happy that you loved the Grilled Chicken with Rice (Cơm Gà Nướng) and found it to be very tasty and great value - providing affordable Vietnamese dining in the Melbourne CBD is what we aim for! We're also proud of our friendly staff who make every visit inviting."
Another response promised dramatic changes: "We are taking immediate and drastic action. Effective immediately, we are implementing a new service management system, including dedicated training focusing solely on table numbering, efficient delivery, and mandatory customer check-ins and apologies for any delays."
The consistent use of structured, overly formal language across multiple responses suggests systematic use of AI tools rather than occasional assistance.
Broader Implications for Business Communication
This incident raises important questions about how businesses should integrate AI into customer service. While AI can help manage high volumes of reviews, customers clearly value authentic, personal responses that demonstrate genuine concern and understanding.
The restaurant industry in particular relies heavily on personal touch and human connection. When customers feel they're receiving automated, generic responses, it can damage trust and reputation more than the original complaint might have.
As The Daily Mail has contacted Saigon Square for comment, the restaurant industry watches to see how this situation develops and what lessons other businesses might learn about balancing efficiency with authenticity in the age of artificial intelligence.
