Australia pizzeria owner Ali Cengiz defends ‘sassy’ replies to bad reviews as he goes viral

A pizza store owner has gone viral with his cheeky replies to those who leave bad reviews online about his restaurant.

Sunnyside Sliced is a New York-style pizzeria in Mentone, in Melbourne’s southeast, and, like every eatery, has it’s share of critics.

Owner Ali Cengiz, who decided to start Sunnyside after living in New York for 10 years, has decided to clap back, responding to one-star reviews with his own no-nonsense spin.

This is something the 38-year-old decided to do once a “line was crossed.”

“Expensive … it’s a bit outrageous,” one diner wrote, referring to the $9 ($6USD) sizeable slices and 18-inch pizzas that range between $40 ($26USD) and $60 ($40USD).

“The NY is quite basic in flavour and texture, nothing special about the sauce.”

Cengiz responded: “No more pizza for you! Lifetime ban.”

“Overrated is an understatement and the service seriously needs correction,” another added.

“I left them with my $9 ($6USD) and walked away, they aren’t worth even complaining to.”

“I’ll pay you $9 ($6USD) for every step you take away from our store,” Cengiz said back.

“Good looking but just that … I got a very salty one,” a third shared.

“Service experience wasn’t the best at all.”

Cengiz retorted: “The pizza can’t have been as salty as your review.”

Another said their experience with the staff was “disappointing”, adding: “The servers have a lot of attitude when they asked our opinion and didn’t get the respond he expected.

“Would never go back.”

“The same staff member you had an issue with has received countless praise,” Cengiz replied.

“In this particular circumstance, I side with them.”

His cheeky responses have divided Aussies, with many unimpressed with his lack of “business etiquette”.

One social media user said his clapbacks just make him sound “mean” instead of actually addressing the complaints.

“It sounds like the owner has tried to counter bad reviews with satire but I don’t think they’ve stuck the landing,” they added.

“The sass is hysterical, but this is such poor form wtf? Never seen anything like it,” another wrote.

Another added: “Sometimes sassy responses to bad reviews can be funny.

“However these customers have legitimate concerns and the responses are disgusting.”

Others were a fan of Cengiz’s bluntness, writing he was just calling out the “bogus reviews and serial whingers”.

“The sass makes me want to fly to Melbourne just for that pizza,” a fan said.

“I don’t care if it’s good or not. Good advertisement.”

Cengiz told news.com.au he welcomes feedback, especially when it comes through more private channels like an email or conversation with a manager.

“If someone’s had a bad experience, I want to know so we can make it right,” he added.

“Thoughtful criticism helps us improve, and I’ll always engage with that respectfully.

“For me, the line is crossed when a review stops being about the experience and starts becoming personal, misleading, or unfairly damaging – at that point it’s no longer constructive feedback, and I feel a responsibility to stand up for my team and the business.”

The pizza shop owner said sometimes customers feel like they are able to be rude or disrespectful to his team at Sunnyside.

“The impact of that can be real – especially for the younger members of our team,” he said.

“You can be honest without being hurtful, and that’s the standard I try to hold on both sides.”

Cengiz said he always tries to be conscious about how things come across, and never wants to turn people away.

“When I reply, I try to keep it light and not take myself too seriously,” he added.

“Sometimes reviews feel disrespectful because we haven’t even been given a chance to fix the issue, so instead of staying silent, I’ll lean into a bit of banter.”

Cengiz spent the first 20 years of his life in a suburban pizzeria on the outskirts of Melbourne, even living out the back for a while.

Although it supported his family, he swore he’d never return to the craft and instead chose to spend the next decade in finance, bouncing between jobs in the Big Apple.

Here, in 2020, his love for pizza was reborn.

Sunnyside Sliced was born a short time later, with the intention of sharing his story and “making people happy.”

“Everyone I’ve crossed paths with has been incredibly kind,” Cengiz said.

“Whether I’m hauling dough into the lab at 11 p.m. or meeting trades at 5 a.m., I always get a few words of encouragement as the lift doors close.

“It’s a journey worth sharing, one slice at a time.”