A pizzeria owner in Melbourne has gained significant attention online for his bold responses to negative reviews. Ali Cengiz, the proprietor of Sunnyside Sliced, a New York-style pizzeria located in Mentone, has sparked a debate about customer service and etiquette in the restaurant industry. His humorous retorts to one-star ratings have gone viral, raising both support and criticism from patrons.
Cengiz opened Sunnyside Sliced after spending a decade in New York, infused with a passion for authentic pizza. He began to respond to critical online feedback, stating that he felt a line had been crossed when reviews turned personal or unfairly damaging. For instance, one customer described the sizeable pizza slices, priced at $9 (AUD) each, and 18-inch pizzas ranging from $40 (AUD) to $60 (AUD) as “expensive” and “outrageous.” Cengiz’s witty comeback was: “No more pizza for you! Lifetime ban.”
Another reviewer complained about the service, claiming the staff had “a lot of attitude.” Cengiz replied, “The same staff member you had an issue with has received countless praise. In this particular circumstance, I side with them.” His responses often feature sharp humor, which some patrons find entertaining while others label it as unprofessional.
Mixed Reactions to Cengiz’s Style
Public reaction to Cengiz’s approach has been divided. Supporters appreciate his directness and see it as a way to combat what they term “bogus reviews.” “The sass makes me want to fly to Melbourne just for that pizza,” one enthusiastic customer commented. Conversely, critics argue that his replies come off as rude rather than constructive. One user noted, “It sounds like the owner has tried to counter bad reviews with satire, but I don’t think they’ve stuck the landing.”
Cengiz acknowledges the mixed feedback but maintains his stance that he welcomes constructive criticism. “Thoughtful criticism helps us improve,” he explained. “When a review stops being about the experience and becomes personal, I feel a responsibility to stand up for my team and the business.” He emphasizes the importance of respectful communication, especially in an industry where interactions can be emotionally charged.
He also pointed out that the impact of negative interactions can be particularly challenging for younger team members. “You can be honest without being hurtful,” he stated, advocating for a standard of communication that respects both staff and customers.
A Journey Fueled by Passion
Cengiz’s journey into the pizza business is deeply personal. Growing up in a suburban pizzeria on the outskirts of Melbourne, he initially distanced himself from the industry, opting for a career in finance during his time in New York. However, his love for pizza was reignited in 2020, leading him to establish Sunnyside Sliced with the goal of sharing his culinary passion.
“Everyone I’ve crossed paths with has been incredibly kind,” he reflected on his experiences in the industry. He cherishes the direct interactions with patrons, whether he is working late into the night or meeting suppliers early in the morning. “It’s a journey worth sharing, one slice at a time,” he remarked, highlighting the joy he finds in his work.
Cengiz’s unique approach to customer feedback—combining humor with a firm defense of his team—has not only set his pizzeria apart but has also sparked a larger conversation about the balance between customer service and the dignity of restaurant staff. As his responses continue to circulate online, the future of Sunnyside Sliced seems bright, fueled by both support and spirited discussion.
