A Sunshine Coast bar and restaurant has found itself at the centre of a heated online debate after publicly responding to a one-star customer review, prompting hundreds of comments on social media.
Cartel Co. at Baringa published a Facebook post on Thursday defending its staff after what it described as an “aggressive interaction” with customers over its dog-friendly outdoor dining area. The post came after a Google review from a customer who said his family left the venue because a member of the group was uncomfortable dining near dogs.
In its post, the venue said it welcomed genuine feedback but drew the line at behaviour towards employees.
“Like many hospitality venues, we occasionally receive criticism, and we’re always happy to accept genuine feedback,” the post said.
“What we won’t accept, however, is abuse or threatening behaviour towards our staff.”
It alleged two staff members had been subjected to an aggressive interaction over the venue’s service style and dog-friendly outdoor area, adding its employees “deserve to feel safe and respected in their workplace”.
The post attracted more than 140 comments within 24 hours, with many customers rallying behind the business while others defended the reviewer or questioned the decision to publicly address the complaint.
Sunshine Coast News has approached Cartel Co. for further comment.
Under Queensland’s food safety rules, businesses can allow pet dogs in outdoor dining areas, such as open footpaths and unroofed beer gardens, if they choose to do so. On the Sunshine Coast, businesses that permit dogs in these areas must hold an approved Council Outdoor Dining Permit and display approved A4 or A5 signage advising whether dogs are permitted or prohibited.
The customer at the centre of the dispute disputed the cafe’s version of events, saying his family had quietly decided to leave after learning dogs were allowed outside.
“We at no point attacked any of the staff,” he wrote in response to the Facebook post.
“They were polite, we just felt they made everything really embarrassing and then to claim we intimidated the staff was a devastating lie from our perspective.”
He also said leaving a negative review “should be ok, without a cyber lynching to go with it”.
In a longer follow-up response, the customer maintained his family had tried to leave “without a fuss” before staff repeatedly approached them.
“My wife was in tears because of this, embarrassed, humiliated and now being bullied by an owner of a business,” he wrote, again rejecting claims that staff had been intimidated.
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One of the restaurant’s wait staff also responded publicly, giving her own detailed account of the interaction. She said another member of the customer’s group questioned whether dogs were legally permitted in the outdoor area and repeatedly challenged her explanation of the regulations.
She said she later returned with information confirming the rules after being asked to check with management, adding she “felt quite taken aback” by the exchange and described it as “very intimidating and tense”.
Another commenter, who said they were dining with three Border Collies that evening, defended the business, saying the dogs remained calm under the table throughout the visit and that staff “handled respectfully” another table’s concerns by offering indoor seating.
The debate extended well beyond the original incident.
One commenter sided with the reviewer, writing: “I don’t want to share an eating establishment with animals … I support the reviewer. There are plenty of cafes that do not allow dogs”.
Another praised the business, saying: “The staff, the food, the atmosphere… everything is just amazing… Keep being amazing”.
The original Facebook post can be viewed here.
