I’ve been a loyal Côte guest for over 15 years. There were times when I dined weekly, I’ve organised work events there, and I even supported them through lockdowns by ordering Côte at Home. I’ve always praised the food and, above all, the teams in-branch (the Bluewater staff deserve special mention - they’ve been nothing short of brilliant).What’s made me decide not to return isn’t the new menu itself - though personally, I find it less elegant and distinctive than before - but the way Côte has responded to its customers online. Loyal guests sharing their views have been met with defensive, patronising responses. Even worse, Côte has publicly “liked” comments where other posters mocked and personally insulted customers. Seeing a brand I once loved endorse that kind of behaviour is shocking and unprofessional.Especially in a world already full of online toxicity. Not liking the menu and saying so is one thing - that’s fair feedback. But belittling people or making personal digs based on their profiles (as one commenter did, with Côte appearing to endorse it) is something entirely different.Every restaurant evolves its menu - that’s part of business, especially in such a challenging time for hospitality. Some people will embrace the changes, others won’t - and in this case, it appears many won’t. But how you respond to loyal customers who have expressed their concerns politely, and with genuine care and affection for Côte, says far more about your values than the menu itself. Respect and professionalism should never go out of style.After 15 years of loyalty, it’s genuinely sad for me to say that I won’t be coming back. A menu can change with the seasons, but once you lose trust and respect, it’s very hard to win it back.
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