re: Review Websites - Over-vigilant owner/manager responses

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And I recall she didnt like that the person who handed her the shake she ordered didnt tell her to wait for the rest of her order (the actual burger and fries). So she left with only 1/3rd of her order.

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Did she realize that the burger and fries were not in fact included in the shake cup? How do you get your drink, then leave without the rest of your meal? She sounds impossible to please. These types of people are not fit to be out in public.

I think it's ok for a manager/owner to apologize and ask them to return again so that the restaurant can try to earn their business, but I think anything more than that should be done in an e-mail or something more private. If the problem was remedied, then hopefully the customer will lease a more positive review the 2nd time around.