Gary Usher has taken to social media to publicly defend a staff member at his Cheshire pub after a customer targeted her with a negative review.
The celebrated chef, who is behind the Elite Bistros group that has restaurants across the north west, said that he would happily be blocking the customers in question from booking in again.
Gary took to X, formerly known as Twitter, to show his support of 21-year-old waiter Jemma, who he said is ‘an absolute credit’ to The White Horse in Churton.
His post was prompted by a one-star review of the pub that was left online, which described Jemma as having a ‘horrible attitude’ and that the service charge added to the bill was ‘incredibly rude, conniving and deceitful’.
The negative review also said the portion sizes and the ‘thimble full of gravy’ served at Sunday lunch were ‘ostentatious’.
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But Gary Usher himself has now waded in and said that he will ban anyone from his pub who is ‘upsetting any of the team here or in any Elite Bistros’.
He added that the guests had been ‘absolutely vile’ to Jemma during their visit.
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Food at The White Horse at Churton, a Cheshire pub opened by Gary Usher. Credit: The Manc Group
As well as encouraging social media users to compliment Jemma – ‘an absolute credit to The White Horse, to her parents and to the hospitality industry’ – he then made sure to offer her tickets to the pub’s next guest chef night.
Gary wrote: “Gary here. Non Polite notice to anyone upsetting any of the team here or in any @Elite_Bistros. I will block your number & details on our system from being able to book again & trust me I do it regularly.
“It’s music to my ears when arseholes end a review saying they won’t be returning but I like to call them to confirm.
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“Now let’s quickly compliment Jemma because at 21 years old she’s an absolute credit to The White Horse, to her parents & to the hospitality industry. Jemma I’m sorry these people upset you yesterday & on their behalf instead of working the next guest chef night you can have two tickets to come & enjoy it instead. Much love from us all here at The White Horse X.”
Gary here, Non Polite notice to anyone upsetting any of the team here or in any @Elite_Bistros. I will block your number & details on our system from being able to book again & trust me I do it regularly. It’s music to my ears when arseholes end a review saying they won’t be… pic.twitter.com/xO5RXg5WA3
— The White Horse Pub (@TheWhiteHorsePu) April 8, 2024
He then added: “Just for more context. My reaction is nothing to do with the ‘review’. The ‘guests’ were absolutely vile to Jemma yesterday.”
One person has replied: “As someone who was looked after by Jemma in the pub I can say that this is bollocks. Jemma was wonderful, polite, professional, enthusiastic. She was and is everything good about hospitality and a massive credit to you all at Elite Bistros, especially in The White Horse.”
Another wrote: “Jemma has served us the last couple of times we’ve visited and has been absolutely brilliant. I hope she doesn’t take to heart what this post says because it is so far wide of the mark.”
And another said: “Makes my blood boil when people think it’s OK to be rude & abusive to FoH staff & to treat them like personal skivvies rather than fellow humans. Once again Gary @GaryUsher_ your leadership & support of your staff are inspirational. Hope Jemma has a great time at guest chef night.”
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I went to The White Horse for dinner last evening. The food and the service (from Gemma) was absolutely wonderful and the gravy certainly was not a “thimble full”. pic.twitter.com/daHHVr4vWb
The original reviewer had written: “After trying The White Horse Churton once again for Sunday lunch, it ended up being just as miserable. A lot of hype about how well it performed as a Gastro Pub etc but once again the reception from staff was poor.
“Jemma was our server and she coincidentally served us on our first visit an equally horrible attitude and my specific issue is trying to add a service charge on to the bill without showing a receipt. Incredibly rude, conniving and deceitful.
“I thankfully asked for clarity and a copy of the receipt only to be shown the same receipt before the voucher was deduced but after much discussion and attempted confusion she reluctantly went to the bar the 3rd time to remove the service charge.
“I do not feel bad removing this whatsoever as the service did not warrant an extra charge, the food was nice but the portion size and additional charge for gravy when you get a thimble full on your meal initially is ostentatious. As previously mentioned by others, we will not be returning and we will not be recommending. What a shame.”
The Manchester restaurants and bars shortlisted for the MFDF Awards 2026
Daisy Jackson
The Manchester Food and Drink Festival Awards – better known as the MFDF Awards – have revealed the shortlist of local restaurants, bars, cafes, chefs, and more that are up for the city’s ultimate accolade.
Dozens of outstanding local businesses are nominated across 17 categories, covering everything from food trucks to Michelin Star chefs.
The winners will be revealed at the MFDF Awards ceremony on Monday 25 January, which this year will be held at Medlock Square’s City Hall for the first time.
Sponsored once again by Therme Manchester, the MFDF Awards celebrate the outstanding talent in Manchester’s hospitality scene.
Categories have been chosen to showcase new openings, talented chefs and producers, neighbourhood favourites, top restaurants, great pubs, and plenty more.
The shortlist has been selected from a list of submissions by the MFDF Awards judging panel, made up of leading food and drink critics, writers and industry experts.
As well as the public vote, judges will mystery shop venues in a number of categories and will score venues based on their experiences. The mystery shopping and public voting period will end at midnight on 11 January 2027 when the polls will be counted and combined with the judges’ scores and the winner of each category will be chosen.
The awards are now open to public vote on the MFDF website HERE.
Alexa Stratton-Powell, Awards Director of the MFDF Awards, said: “We’re proud to reveal this year’s MFDF Awards shortlists and shine a spotlight on the very best of Greater Manchester’s food and drink scene.
“The awards celebrate the incredible talent, creativity and diversity that make our region a world-class food and drink destination. We’re encouraging everyone to get behind the nominees by voting for your favourites, visiting the shortlisted venues and showing your support for our brilliant hospitality industry.
“We’re also looking forward to bringing the industry together on 25 January 2027 for a fantastic night of celebration and to crown this year’s winners.”
The Community Food and Drink Project of the Year, sponsored by Therme Manchester, is being decided through a separate judging process. The award celebrates initiatives making a positive difference to communities across Greater Manchester, from tackling food poverty and promoting sustainability to improving access to healthy food and bringing communities together.
The Howard and Ruth Award for Outstanding Achievement will also be presented on the night to recognise an outstanding contribution to Greater Manchester’s food and drink industry, with no public shortlist for the category.
The Manchester restaurants and bars on the MFDF 2026 shortlist
1. Affordable Eats Venue of the Year (Sponsored by Therme Manchester)
Sips n Dips in LevenshulmeNoodle Alley in ChinatownCredit: The Manc Group
Al Madina – 76 Wilmslow Rd, Manchester M14 5AL
Noodle Alley – 56A Faulkner Street, Manchester M1 4FH
Sips & Dips – 994 Stockport Rd, Manchester M19 3WN
Que Huong Viet – 76–78 Oldham Rd, Ancoats, Manchester M4 5EB
Kabana – 52 Back Turner Street, Manchester M4 1FR
Bahn Mi 782 – 782 Wilmslow Rd, Didsbury, Manchester M20 2DR
Zaytoni’s – 12 Oldham St, Manchester M1 1JQ
Cafe San Juan – 27 St Petersgate, Stockport, Manchester SK1 1EB
Previous winner – Double Zero
2. Takeaway of the Year
Kool Runnings – 118 Chorlton Road, Old Trafford, Stretford, Manchester M15 4AN
Rita’s Reign – Piccadilly, Manchester M1 1LY
Chicken Run – 6 Yarburgh St, Whalley Range, Manchester M16 7FJ
Viet Deli – 22 Blackfriars Street, Manchester M3 5BQ
Levenshulme Bakery – 842 Stockport Rd, Levenshulme, Manchester M19 3AW
The Post Box Shawarma – 543 Wilbraham Rd, Chorlton-cum-Hardy, Manchester M21 9PP
Manchester dessert hatch receives two-star review for ‘smiling too much’
Daisy Jackson
A dessert hatch in Manchester city centre has spoken out after receiving a two-star review – in which the main criticism was that they ‘smiled too much’.
Layr, a tiny tiramisu spot in Ancoats, has publicly addressed the review, which said the staff’s friendliness was ‘almost creepy’.
The reviewer wrote: “Came today, had alright tiramisu but the staff were smiling too much it was almost creepy. Also felt interrogated, just wanted to get my tiramisu and leave, don’t think ill be back.”
Layr – which was also the victim of ‘hostile hate messages’ earlier this year – has now shared a response to the new two-star review.
They’ve said that while they will always take feedback on board, they refuse to change ‘the warmth & smiles you’re greeted with’.
Layr posted: “We absolutely recognise, and know that every customer experience matters. We never want anyone to feel uncomfortable visiting us, and always take every bit of feedback on board.
“Smiling is just who we are. Layr was built to feel warm, welcoming, and to be a memorable part of your day, week or month. We all need that little pick-me-up no matter what.
“Our amazing team all work incredibly hard, GENUINELY enjoy meeting so many of you and hearing about your day.
“If being too friendly gets us two stars, we can live with that.
“We’ll always choose warmth, no matter what. Great tiramisu matters, so does good people and amazing energy.
“A message to our team. Please don’t stop smiling. Ever.”
Daisy Jackson -
9th April 2024 
