Aussies have called out a Vietnamese restaurant for appearing to use artificial intelligence to respond to Google reviews.
The unhappy customer wrote that their soup at Saigon Square in Melbourne ‘wasn’t hot enough’ in an online review later shared on Reddit.
‘The tentacle squids were a bit cold and I’m quite disappointed because the soup should be hot, not just warm,’ they wrote.
A Saigon Square staff member began their public response with what appeared to be AI giving them advice on how to reply.
‘This 1-star review is focused on a very common and immediate issue in restaurant dining: temperature,’ the staff member said.
‘The response needs to be apologetic, validate the customer’s expectation (soup should be hot), and reassure them that this is a fixable lapse.’
The staff member apparently continued to copy and paste from an AI prompt formatted like an SEO‑focused response.
‘Here is an SEO-focused response addressing the temperature issue,’ they wrote. ‘Google Review Response (1-Star Temperature Complaint). Dear [Reviewer’s Name], we sincerely apologize for this disappointing experience at Saigon Square Basement 111 Lonsdale and thank you for bringing this critical issue to our attention.
Aussies have called out a Vietnamese restaurant for appearing to use artificial intelligence to respond to Google reviews (pictured, soup from the hidden underground restaurant
The staff member apparently continued to copy and paste from an AI prompt in their response
‘You are absolutely right – a Vietnamese soup should always be piping hot, not just warm! We understand how much this detracts from the enjoyment of a dish, and we are disappointed that your tentacle squids and your soup were served at an unacceptable temperature.
‘We have immediately addressed this with our kitchen and service teams to ensure all our dishes, from the simmering Pho broths to our appetizer items, are served correctly and consistently hot.
‘We pride ourselves on the quality of our Traditional Vietnamese cuisine on Lonsdale Street in the Melbourne CBD.
‘We hope you will give us a second chance to show you that this was an isolated incident.’
Aussies criticised the restaurant for an apparent lack of effort in replying to reviews.
‘Hate how verbose ChatGPT is making everything and everybody,’ one said. ‘I don’t need an essay in response to my complaint about cold soup.’
‘Hopefully one day ChatGPT can cook for them too,’ another agreed. ‘The soup might come out hot, profoundly.’
That wasn’t the only response from Saigon Square that appeared to share similarities with AI responses or were at least AI-assisted.
Aussies criticised the restaurant for an apparent lack of effort in replying to reviews
‘We are especially happy that you loved the Grilled Chicken with Rice (Cơm Gà Nướng) and found it to be very tasty and great value – providing affordable Vietnamese dining in the Melbourne CBD is what we aim for! We’re also proud of our friendly staff who make every visit inviting,’ they said in another response.
‘We are taking immediate and drastic action,’ they said in a third response.
‘Effective immediately, we are implementing a new service management system, including dedicated training focusing solely on table numbering, efficient delivery, and mandatory customer check-ins and apologies for any delays.’
The Daily Mail has contacted Saigon Square for comment.
