Restaurant owners are no longer adhering to the old saying “the customer is always right” as a growing number of diners attempt to secure free items or meals through intimidation, false complaints, and underhand tactics. Andrew Sheridan, an acclaimed chef in North Wales, expressed his frustration with customers who constantly try to “pull a fast one.” He cited instances where customers complain about inconsequential issues, such as a steel pillar obstructing their view, and demand a free meal or vouchers in compensation. Sheridan also speaks of customers who asked him to pay fines they incurred due to driving in restricted areas.

The shift in the way customers interact with restaurants is not an isolated incident. Chris D’Sylva, owner of the renowned Notting Hill bistro Dorian, even reviews and ranks customers based on their behavior, aiming to rectify the imbalance created by the prevalence of online reviews. Ben Murphy, a Michelin-starred chef and National Chef of the Year, points to the rising cost of meals as a reason why customers now expect complimentary food. These chefs’ experiences reflect a breakdown in the trust between restaurants and their patrons, a situation further exacerbated by the rise of social media and the power it gives to customers to publicly criticize and potentially damage businesses with a single post. However, there remains a debate among industry professionals about the best way to navigate this new landscape, with some suggesting a more flexible approach to customer service that can accommodate the realities of running a business without alienating potential customers.

Source: https://www.theguardian.com/food/2025/mar/15/north-wales-chef-loses-appetite-for-difficult-diners