Cornwall cafe owner blasts ‘vindictive’ customer who ‘tried to close them down’ in row over gluten-free meal

A CORNWALL cafe owner has blasted a "vindictive" customer who tried to get her small business shut down over a row about a gluten-free meal.

Emma Price, 48, claims she has been tormented after telling a coeliac customer that the cafe could not guarantee its ingredients were completely gluten-free and safe to eat for the sufferer.

Despite putting "customer safety above profits";, the co-owner of The Lighthouse cafe in Mevagissey, Cornwall, says she has since become the target of a "threatening witch hunt" online.

Emma claims the "disgruntled" visitor shared the story on a Facebook group dedicated to the illness - urging its 26,500 members not to visit the cafe and unleashing a furious coeliac clan on the tiny establishment.

The customer warned others: "Please do not go here!" before explaining they had gone in for a gluten-free breakfast, to find out all ingredients were prepared in the same pan.

"So I pulled the lady and asked if it was cooked separately and she said no, I said what about the gluten-free toast, she said it was in done in the same toaster as normal bread.

"I told them your [sic] going to make someone seriously ill with your lack of knowledge and just because something is labelled gluten free doesn't mean it's going to be fine it's all about the cooking and preparation as well. I just got given a funny look!"

The owners were informed about the brutal post on August 19, to find that it featured several menacing remarks from outraged celiacs.

The Facebook mob condemned the cafe in the comments, with one user even threatening to hit staff around the head with a frying pan.

"I was very upset when I saw these comments," Emma told the .

The customer who shared the post then reported the Lighthouse Cafe to the council, seeing Trading Standards turn up unannounced during a busy lunchtime service.

"She obviously wanted us to be closed down and there's six people who rely on that business for their salaries. Not including all of our suppliers, customers," the cafe owner said.

The inspection found that the cafe were not in breach of any rules or regulations - but Emma has now been left "extremely upset" and feeling "vulnerable" after the incident.

She is now sharing her story to encourage customers to consider the impact "vindictive" and "untrue" comments can have on small businesses.

THREATS

"The problem with Facebook is that people can say what they want, then there's this huge pile-on of people who have never visited our cafe, never looked at our products and had never spoken to us yet threatened us with physical violence," she continued.

Emma explained that although she and her partner, Rachel Jones, own the business, they employ a range of other workers - including students during the summer months - who she worries about being confronted.

"I think the fact there are 26,500 people in that group is quite a sobering thought really, to think that if those 26,500 believe what they read that could have been disastrous.

"It's such a far-reaching impact of someone making this untrue statement on a Facebook group [that we could not reply in]."

Emma insisted her eatery is always honest with customers about what they can safely cater for and how they "minimise the risk".

The 48-year-old said: "We spoke to the lady in question and she wanted breakfast, we explained we have lots of gluten-free ingredients but we can't guarantee it's not [completely free of gluten] [as gluten is] an airborne allergen and obviously she was upset with that.

The problem with Facebook is that people can say what they want, then there's this huge pile-on of people who have never visited our cafe, never looked at our products and had never spoken to us yet threatened us with physical violence.

Emma PriceCo-owner of the Lighthouse Cafe

"Our allergy poster is directly visible in the cafe. You know everything we could do, we did do and the only thing we did that she didn't like was not serve her a meal.

"But the alternatives would have been terrible, if we had served her and she became unwell then I could see what her complaint would be about, but we just kept her safe.

"We do have a lot of people who come in here who are gluten intolerant, which is obviously very different to being coeliac, which is a proper allergy.

'We always talk to customers to find out exactly what the extent of their allergy is."

She said the cafe "really try" to make things as safe as possible, "but obviously you can't be 100% and most customers are completely fine with that."

Emma stressed that they would never put somebody's health above their profits, adding "we could but we don't."

"So I really don't know what she complained about, I think it was more the fact that we couldn't serve her rather than what we were doing wrong.

"A VERY STRESSFUL WEEK"

"The vast majority of our customers are really lovely, we get lots of repeat business and lots of positive support.

"It's one customer in a summer of thousands, it's been a very stressful week."

The cafe hit back with a Facebook post of their own after receiving the online backlash, blasting the "unfair, damaging and untrue representation of our business."

It read: "It's been brought to my attention today that there is a very concerning post circulating today on a certain coeliac group page on Facebook regarding our gluten-free offer.

"This is then followed up with multiple comments ranging from threats to report us to Environmental Health; to saying that our 5 star rating should be removed; to personal and threats of physical attacks on our staff and business. [...]

"For those of you who acknowledged that this was turning into a witch-hunt or gave favourable feedback, thank you. We are very grateful and would love to see you.

"For those who have contributed to this witch-hunt without ever having set foot into our cafe, please stay away and perhaps consider how your reckless actions could possibly affect the livelihoods of 6 people and the reputation of an honest business.

"TRYING TO KEEP OUR CUSTOMERS SAFE"

"Finally, we are tiny. We cannot fit additional equipment in our kitchen. We kept our business going through the most difficult of times and we are only trying to keep our customers safe.

"Posts like these could destroy our business through no fault of our own and it's extremely upsetting. We're trying our best and hopefully, the vast majority of our customers will recognise that."

A spokesperson for Cornwall Council said: "A customer with a food allergy contacted Cornwall's Trading Standards to raise concerns about their experience at this business.

"A Trading Standards Officer visited the premises and found that the appropriate information regarding food allergens was displayed. The officer discussed the matter with the business owner and gave advice.'

"We would always encourage businesses and their customers to have conversations about allergies and if they do have any concerns or queries, to contact their local Environmental Health or Trading Standards team."