Review policy
How we handle reviews
Reviews only help if you can trust them. This is how we collect, check and show them.
Who can leave a review
Anyone who has eaten our food can review it, including if someone else ordered it for you. After a card order you’ll get a link that marks your review as a Verified order. Reviews without that link are still welcome and are shown without the label.
What we publish
Every genuine review, positive or negative. We never remove or hold back a review because it is critical, and we don’t pick only the good ones to show: the reviews page lists all of them, newest first, and the score shows how many of each star rating we’ve had. We may reply publicly, and our reply is always shown as ours.
Why a review might not be published
We check each new review, usually within a few days. We only turn a review down when it is:
- Not based on a genuine experience (fake)
- Not about Sofra's food or service
- Abusive, hateful or threatening language
- Contains someone's personal details
- Spam, advertising or links
- Duplicate of a review already submitted
- Unlawful content (e.g. defamatory)
Incentives and connections
We don’t pay for reviews or offer anything in return for a good one. If you were given a discount or gift and still want to review us, tick the box on the form and your review will be labelled Received an incentive. People who work for or with Sofra don’t review us.
Reviews received elsewhere
Sometimes customers send feedback by WhatsApp, email or in person. With their permission we may publish it, labelled with where it came from. We add all such feedback we’re given permission for, not just the positive messages.
Checks for fake reviews
We look for signs of fake reviews, such as many reviews from the same place in a short time, copied text, or links and adverts. Anyone can use Report this review under a review. When a review has been reported several times it is marked Under review and left out of the average score until we’ve looked into it.
Your data
We show the name and area you give us. Your email address, if you give one, is never published and is used only to ask you about your review. To have your review removed, contact us. See our privacy notice.