A long-time Sydney restaurant owner with little patience for unfair online reviews has boldly taken matters into his own hands – and Aussies are embracing him for it.
Bar Italia, a local institution in the inner west suburb of Leichhardt, has been serving classic Italian cuisine for over 75 years. But in the era of online Google reviews, the restaurant – like all others – also faces the challenge of disgruntled customers complaining online.
While many restaurant owners resort to standard apologetic replies or simply ignore poor online reviews, Bar Italia’s co-owner Con Damoura told Daily Mail he has purposely bucked the trend – and in doing so has won legions of fans.
Con has earned a reputation for boldly clapping back at scathing online reviews when he feels the criticism is unwarranted – and it makes for entertaining reading.
‘It’s all changed these days,’ Con tells Daily Mail. ‘People just dine in, and whether they like it or not, they go online and say whatever they want – it’s crazy.’
‘You do get legitimate reviews, and we will always review them. But the ones that just want to slam your business and write stupid things – I figured the only way to get back at them is to also just write something stupid, and hilarious, in return!
‘It’s just giving them a little bit of their own medicine.’
For example, Con set the tone in his response to a diner’s lengthy one-star Google review with: ‘Firstly, thank you for breaking your “I never write reviews” streak – we’re honoured to be the exception.’
Bar Italia has been operating in Sydney’s Leichhardt for 75 years
Like other restaurants, the venue has had to contend with the challenges raised by online Google Reviews written by customers
Bar Italia’s co-owner Con Damoura told Daily Mail that he has embraced clapping back at customer Google reviews if he finds them to be unfair or unfounded. This is one of several replies he’s issued
Addressing the customer’s specific complaint about being charged for takeaway containers, Con replied: ‘We charge what they cost us. We don’t believe in pretending packaging grows on olive trees.’
That particular complaint even anticipated a cheeky reply from the owner, noting that this was typical for other low-rated reviews. To this, Con replied: ‘Regarding replying to reviews: you’re absolutely right – we do reply. When someone praises us, we say thank you. When someone criticises us, we explain. Silence is easy; conversation takes effort.’
He closed the response with: ‘Finally, after 76 years, thousands of regulars, generations of families, and yes – the occasional one-star review – we’ll keep doing what we do: Serve food we’re proud of, treat people fairly, and stay unapologetically ourselves.’
His last remark? ‘Wishing you all the best – even if it’s somewhere else.’
Another diner’s one-star review detailed how they had been forced to leave after 1.5 hours – even though it was made clear that this was the allocated amount of time for the booking on busy nights.
‘What a Netflix-worthy drama you’ve written,’ commenced the reply from Bar Italia’s owner.
‘Just a few corrections before Hollywood picks up the script… Let’s set the record straight, since your review has more fiction then a Tarantino script.’
Several unfavourable Google reviews reference Bar Italia’s long-standing policy of accepting only cash payments. The restaurant famously displays a sign: ‘No soy, light or skim milk. Cash only.’
Bar Italia offers Italian cuisine and is unashamedly ‘old school’ in its approach to hospitality – including when it comes to its ‘cash only’ policy
The restaurant owner has not shied away from addressing online review criticism of their ‘cash only’ policy
‘A couple of the one-star reviewers talk about us being “cash only” – obviously they’re trying to say we’re dodging tax,’ Con explained. ‘But we have our own ATM [in the store] and we’re online, so people can order deliveries or from the QR code.’
One one-star review complained specifically about the quality of the ATM facility inside Bar Italia.
‘Thanks for the one-star review – we’ve printed it out, framed it, and hung it… Right next to the ATM machine, actually!’ read Bar Italia’s response.
‘We’re a family-run institution, not a tech startup or a bank branch. Our ATM might not win awards for innovation, but it does let customers access cash to pay for real food, made by real people, in a place with actual soul.
‘Come back anytime – we’ll save you a seat and maybe even show you how to use an ATM.’
The sassy responses from the owner have won over a new generation of fans to the no-nonsense Italian restaurant.
‘Every restaurant, every business, gets slammed online by disgruntled people. But us being authentic and being such an iconic business, we had to say something back,’ Con explained.
‘Now, I get people coming in to Bar Italia just to meet me and say, “It’s hilarious what you’re writing in reply to these one-star reviews”‘. So we’re getting even busier because of that!’
Australian actress Toni Colette recently popped in to Bar Italia for gelato, and happily posed for a photo with co-owner Con
The inner west restaurant is renowned for its pasta…
… and its gelato
Con claimed that patrons had even begun to show up at the restaurant, wanting to meet the person behind the hilarious and scathing online review replies
And it seems even celebrities are drawn to their refreshingly frank approach to hospitality.
Just last week, the restaurant co-owner shared a picture with Australian celebrity Toni Collette, who had popped by Bar Italia for a couple of takeaway scoops of mint and chocolate gelato.
And she’s far from the only star to frequent the Italian joint.
From politicians to sports stars and Hollywood actors, the restaurant regularly serves up its signature pasta dishes, schnitzel, tiramisu and gelato to famous people and locals alike.
Con believes what brings loyal customers and even high-profile names into Bar Italia is that it remains unapologetically ‘old school’.
‘I’m in my 60s. When I used to go to a restaurant, if you didn’t like something, you would either tell them then and there, or not go back. The internet has changed that.
‘We’re still old school at Bar Italia. So we’re giving it back [online] our way, to the same people who are attacking us – but we’re doing it in a funny way.’
