A small waterfront café in NSW has been forced to defend its reputation after being hit with a string of one-star Google reviews.
However, the owners say the images used to criticise the food and service are years old and misleading.
Café owner Angela Wikner, who bought the business in Toronto, Lake Macquarie, four and a half years ago, took to Facebook to expose what she said are fake reviews, sharing side-by-side photos to show glaring discrepancies.
‘Spot the difference,’ she wrote.
‘It is with a heavy heart that I put this out to the public, but those that know my staff and myself know that we put our all into every plate or coffee we serve.’
Angela told Daily Mail that the first one-star review appeared in December and immediately raised alarm bells.
‘It was within the first two or three one-star reviews that I knew they were fake,’ she said, explaining she closely monitors the café’s Google profile, particularly during peak holiday season when tourist trade is critical to survival.
‘We rely highly on this time of year to get us through winter. That star rating is really important to us.’
A small café has been forced to defend its reputation after being hit with a string of one-star Google reviews
According to her, the photos attached to the one-star reviews show tables and details that no longer exist in the venue, including numbered table sticks that were phased out years ago
The owner Angela Wikner, took to Facebook to expose what she says are fake reviews, sharing side-by-side photos to show the alleged discrepancies (table’s colour change pictured)
According to Angela, the photos attached to the reviews showed tables and numbered sticks that had not been used since she purchased the café.
‘I got rid of those silver tables the moment I bought the café.’
‘We haven’t used those table numbers for four years.’
Followers were quick to back her up.
‘Seems they’ve been through your reviews and used a photo from a review back in 2021,’ one commented.
Angela said when she publicly called out the outdated image, the reviewer quickly reposted the same plate of food, but digitally altered it to appear on the café’s current tables.
‘They literally manipulated the photo. What they didn’t know was that one of my staff had already screenshotted the original review, so we had absolute proof,’ she said.
She said the emotional toll was immediate and confronting.
‘This café supports my family. It supports my staff who have mortgages and rent.
The owners say the images used to criticise the food and service are years old and misleading
‘When we got up to eight or nine one-star reviews, it was mortifying.’
Despite the blow, loyal customers and fellow locals quickly rallied, flooding the comments with glowing praise.
‘I’ve never had a bad feed or coffee here, [it’s] my favourite cafe in the area,’ one wrote.
‘One of the only places we will eat. The quality of produce and thought that goes into this cafe is incredible,’ another added.
A long-time patron said they had been visiting for more than 20 years and had ‘not had one complaint’, while others questioned whether a competitor may have been involved.
Several followers were quick to point out that the images appear to have been lifted from reviews originally posted as far back as 2021 when the cafe had different owners (Pictured: A screenshot of the original review)
Consumer watchdogs warn that fake or misleading online reviews undermine trust, and the Australian Competition and Consumer Commission (ACCC) says posting them can breach Australian Consumer Law (stock photo)
Other café owners also shared similar experiences, with one revealing they had removed their Google profile entirely after being hit with up to eight fake reviews a day on a brand-new business.
Consumer watchdogs warn that while online reviews are a powerful tool in shaping where Australians eat and shop, the system quickly loses credibility when reviews are fake or manipulated.
The Australian Competition and Consumer Commission has made it clear that writing fake or misleading reviews is illegal and can breach Australian Consumer Law.
Reviews must be written by people who have actually experienced the service and reflect their genuine opinion.
Angela said Google eventually removed some of the fake reviews, but only after weeks of damage had already been done.
‘The three weeks it took still hurt us financially. Google can afford to wait three weeks, but small businesses can’t.’
However, she noted the overwhelming community response has helped restore morale among staff and brought new customers through the door.
‘The support from Lake Macquarie and Newcastle has been insane.’
‘I’ve nearly cried seeing how many people jumped on to leave five-star reviews to show they were false.’
‘All we’re asking for is genuine reviews so people can make informed decisions, and small businesses like ours can survive.’
