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re: What is a restaurants obligation when you are unsatisfied by a dish?
Posted on 5/20/13 at 3:09 pm to Rickety Cricket
Posted on 5/20/13 at 3:09 pm to Rickety Cricket
Ok, so we have near consensus on not asking or expecting to be comped for a bad order. The question turns to, as an employee or owner, how do you handle some shitehead who doesn't want another dish but asks for it to be removed from the bill? Do you just suck it up and remove it, or stand your ground. Certainly a policy like this could invite others to take advantage.
3
Posted on 5/20/13 at 3:26 pm to Oenophile Brah
i guess it depends on their reason. LL's manager sounds like he wouldnt comp the meal but would give them a voucher for their next meal.
hell it kind of happened earlier today when she was working. she told me the story and it further made me realize i could never work as a server. i would be fired within 2 days
hell it kind of happened earlier today when she was working. she told me the story and it further made me realize i could never work as a server. i would be fired within 2 days
Posted on 5/20/13 at 3:33 pm to Deactived
quote:
LL's manager sounds like he wouldnt comp the meal but would give them a voucher for their next meal.
This seems like the best option. Try to appease the customer, but not with a straight giveaway. Offer another dish or a voucher to have the customer return.
Posted on 5/20/13 at 3:44 pm to Oenophile Brah
quote:
The question turns to, as an employee or owner, how do you handle some shitehead who doesn't want another dish but asks for it to be removed from the bill?
I would give them a coupon. If the food was actually bad, I would comp the meal. But if it's clear they are just complaining to complain, coupon.
I have never once gotten a meal that was so bad I couldn't eat it. Maybe I have just been lucky or maybe I order safe, but it has never happened to me.
I see a lot of people saying they have sent back "cold" food, this has never happened to me but I imagine this is a case where I would send the food back.
Posted on 5/20/13 at 3:46 pm to Oenophile Brah
quote:I consider myself a good diner but did this recently and I don't regret it in retrospect. I even posted about it on td. I went to Flemings in downtown LA after a Lakers game with my daughter. Our order took awhile but we didn't care because we were in a good mood and just happy to be there. My daughter ordered filet med rare. It came out well done plus plus. There is no way the chef or the server did not notice. Maybe the server thought since it was for a kid the kid would just be happy to be eating a steak. I pointed it out to the server. Instead of removing the plate he went and got the manager who removed the plate upon sight (the steak was brown all the way through.) So then Im sitting there with a steak and my daughter just staring at me. of course I shared with her but I started getting angry. When they finally brought her replacement filet I said that's comped. He said yes sir. The manager came over at the end of our meal and gave my daughter a box of chocolates. Maybe I was too agressive by saying that. Oh well it happened and I don't regret it. The restaurant did salvage the situation and I would go to Flemings again. For perspective that is the only time I have ever done that.
Ok, so we have near consensus on not asking or expecting to be comped for a bad order.
Posted on 5/20/13 at 3:50 pm to Ysebaert
quote:
Ok, so we have near consensus on not asking or expecting to be comped for a bad order.
Your daughter didn't order poorly. They overcooked the steak. I'm pretty sure we have consensus on sending that back too.
Posted on 5/20/13 at 3:54 pm to Oenophile Brah
Ok ok I'll pipe down. I just wanted to tell a csb anyway haha.
Posted on 5/20/13 at 4:03 pm to Oenophile Brah
This is how it works where I work:
If you eat half or more, it will not be comped. You ate the meal. If something was wrong, you complain before you get more than halfway through. (Unless obviously something "went wrong" once you reached halfway.. etc)
If you only take a few bites and something is wrong, we will FIRST offer to replace it with something else for you. It benefits us more to replace the item with another entree than it does to just comp it. If we replace it, we usually take away the bad food. WAYYYY too many people come in and complain to get something for nothing, so you don't get to keep the bad food along with the new food.
If you do not want anything else (sometimes people are too angry or too full to get it replaced), it will be comped.
If you ate the whole meal and complained afterwards just to let us know, we'd probably discount it since you had an unsatisfying experience.
If you simply don't like something (but nothing is burnt or messed up or anything), it becomes very circumstantial. For example, in a sushi restaurant, they won't take something you don't like off your bill because chances are you just ordered something you've never had and decided you don't like it.
If you eat half or more, it will not be comped. You ate the meal. If something was wrong, you complain before you get more than halfway through. (Unless obviously something "went wrong" once you reached halfway.. etc)
If you only take a few bites and something is wrong, we will FIRST offer to replace it with something else for you. It benefits us more to replace the item with another entree than it does to just comp it. If we replace it, we usually take away the bad food. WAYYYY too many people come in and complain to get something for nothing, so you don't get to keep the bad food along with the new food.
If you do not want anything else (sometimes people are too angry or too full to get it replaced), it will be comped.
If you ate the whole meal and complained afterwards just to let us know, we'd probably discount it since you had an unsatisfying experience.
If you simply don't like something (but nothing is burnt or messed up or anything), it becomes very circumstantial. For example, in a sushi restaurant, they won't take something you don't like off your bill because chances are you just ordered something you've never had and decided you don't like it.
Posted on 5/20/13 at 4:04 pm to Ysebaert
quote:
I went to Flemings in downtown LA after a Lakers game with my daughter. Our order took awhile but we didn't care because we were in a good mood and just happy to be there. My daughter ordered filet med rare. It came out well done plus plus.
Which explains the wait time. It had to be properly destroyed.
Posted on 5/20/13 at 4:08 pm to hiltacular
quote:
I see a lot of people saying they have sent back "cold" food, this has never happened to me but I imagine this is a case where I would send the food back.
generally, ive been in the same boat - even if not great, pretty much anything coming out has been edible enough that ill eat it and just not return to the restaurant.
one exception being at bravo the lasagna was straight frozen in the middle when it came out. like crunchy when you tried to cut it, not just cold. that one got sent back. they took it back, re-heated, brought back to the table after everyone had more or less finished eating and then offered a free ice cream when finished... that made someone else at the table annoyed enough to speak up and it was taken off the bill, otherwise i wouldve (and didnt) go back.....
Posted on 5/20/13 at 4:11 pm to Ysebaert
quote:
some yelpers are absolutely diabolical. I read some 1 & 2 star reviews and end up feeling sorry for their server.
Some people are ridiculous. I had someone today call in and order catfish with red beans and rice. A while later, another person (pretty ghetto) came back saying I gave her catfish instead of chicken. I told her that the person on the phone specifically ordered catfish. She raises her voice and says that she was sitting next to the person on the phone when they ordered and she KNOWS they ordered chicken.
Those people aren't worth arguing with, so I ask her where the catfish is.. so I can take it back and get them to make her chicken instead. Of course, she came back without the catfish. I tell her we don't normally just give away food without taking back the incorrect food, but I'll get the kicken to fry a piece of chicken for her.
She then tells me the person it's for is in labor with contractions 5 minutes apart so she doesn't have time for new chicken...
At this point, I'm like okay, so why are you back here if you don't want the chicken?
Turns out, of course, she just wants me to write her on the books for free chicken next time she comes in.
People are ridiculous. And who eats a plate of red beans and chicken in the middle of labor? The doctors must hate her.
Posted on 5/20/13 at 4:22 pm to LouisianaLady
The stories like (some of) these in this thread are why, for the most part, I don't complain about shite when I'm dining out. Servers get it bad from a lot of people, and my experience is never so bad that I need to complain about every little thing.
Except for two particular times at Sullivan's with my whole family. We only went back because we thought the first time was an anomaly. We won't be going back again. But actually, we didn't really complain too much as it was happening. Just decided after that it's not worth going back there again.
Except for two particular times at Sullivan's with my whole family. We only went back because we thought the first time was an anomaly. We won't be going back again. But actually, we didn't really complain too much as it was happening. Just decided after that it's not worth going back there again.
This post was edited on 5/20/13 at 4:24 pm
Posted on 5/20/13 at 4:33 pm to ProjectP2294
Then theres this. I purchased one of those fancy arse free range, glutin free, blah, blah, blah turkeys from a specialty store. As it was cooking, it created an odor was just horrible. After it was done, I took a bite and damn near threw up.
Wrapped it a garbage bag, put it in the refrigerator and the next day went to the location I bought it from, leaving it in the car just in case I needed the evidence. Explained to the manager that it was bad and he gave me the old "No way, couldnt be - or I must have done something wrong, etc, etc. I then told him to wait just a minute, walked out to the car and returned with the nasty bastard, unwrapped it and asked him to take a bite. A crying shame it took that to get a refund or a new turkey.
Wrapped it a garbage bag, put it in the refrigerator and the next day went to the location I bought it from, leaving it in the car just in case I needed the evidence. Explained to the manager that it was bad and he gave me the old "No way, couldnt be - or I must have done something wrong, etc, etc. I then told him to wait just a minute, walked out to the car and returned with the nasty bastard, unwrapped it and asked him to take a bite. A crying shame it took that to get a refund or a new turkey.
This post was edited on 5/20/13 at 4:37 pm
Posted on 5/20/13 at 4:46 pm to andouille
quote:
Why are service people so racist? My hyper-liberal niece worked as a waitress at a French Quarter restaurant as an undergrad, by the time she got to law school she sounded like the second coming of George Wallace.
It's not so much racist as it is observation of patterns. When the same thing happens over and over, you're an idiot if you don't acknowledge it.
At the casino, we had about 70% black girls cocktailing.. They were more racist towards other black people than any of us white girls. It doesn't take a genius to point out trash. It just seems African American trash go out to reataurants more than white trash..
Posted on 5/20/13 at 4:49 pm to LouisianaLady
quote:
It just seems African American trash go out to reataurants more than white trash..
Wait, wut?
This would make a great psycology term paper.
Posted on 5/20/13 at 6:25 pm to Oenophile Brah
As a manager it depends on how the person is. If they were honest about it being their mistake and not being a tool then I will go the extra mile for them. If you are being at tool about it you will get the bare minimum from me in hopes that you don't come back. A lot of times it isn't worth the fight. I will lose more money by screwing with this idiot rather than managing my business.
You might want to not eat with him so much. Ticket time trends are steadily going towards 20 minutes these days.
Of the 7 or some black women that work for me I find this true. They are at work to make money and race goes out the window. Here's my theory: There is the same percentage of bad tippers in every group. In the case of my store, my guests are probably 80% white, 15% black, 5% other. If you said that 25% of everyone is a bad tipper then you can see how people train their minds to believe one group is a poorly tipping set.
quote:
If he orders a sandwich and it takes more than 15 minutes for the sandwich comes out, he gives the server holy hell.. I'm not joking.. It's ugly.
You might want to not eat with him so much. Ticket time trends are steadily going towards 20 minutes these days.
quote:
It's not so much racist as it is observation of patterns. When the same thing happens over and over, you're an idiot if you don't acknowledge it. At the casino, we had about 70% black girls cocktailing.. They were more racist towards other black people than any of us white girls. It doesn't take a genius to point out trash. It just seems African American trash go out to reataurants more than white trash..
Of the 7 or some black women that work for me I find this true. They are at work to make money and race goes out the window. Here's my theory: There is the same percentage of bad tippers in every group. In the case of my store, my guests are probably 80% white, 15% black, 5% other. If you said that 25% of everyone is a bad tipper then you can see how people train their minds to believe one group is a poorly tipping set.
Posted on 5/20/13 at 6:25 pm to LouisianaLady
LL. I wish that red bean story was a joke, but I'm sure that it's true. That is insane.
It's terrible that we have to be so cynical, but as you say experience tells the story.
It's terrible that we have to be so cynical, but as you say experience tells the story.
Posted on 5/20/13 at 7:25 pm to Oenophile Brah
I have only sent one thing back that I can remember even though I probably could have several other times. It was a gumbo at one of my favorite BR restaurants that had a burnt roux. I wouldn't send something back unless it was inedible or if I had a well done steak served to me after I ordered it medium rare.
Posted on 5/20/13 at 9:24 pm to Oenophile Brah
If only this board and thread were representative of society as a whole...
There is too much "treble hooking" that occurs because people feel entitled to stuff like free food, just because. The social media, Yelp, etc and the threat of bad reviews only exacerbate the problem and embolden the whiners.
Unfortunately the restaurants have to balance the bottom line, so the rest of us have to pay for the freeloading "treble hookers".
Now where's my free dessert for my birthday, anniversary, or whatever the occasion is today?
There is too much "treble hooking" that occurs because people feel entitled to stuff like free food, just because. The social media, Yelp, etc and the threat of bad reviews only exacerbate the problem and embolden the whiners.
Unfortunately the restaurants have to balance the bottom line, so the rest of us have to pay for the freeloading "treble hookers".
Now where's my free dessert for my birthday, anniversary, or whatever the occasion is today?
Posted on 5/20/13 at 10:21 pm to Bayou Tiger
The days of "The Customer is Always Right" have ended imo. The idea is abused and has caused businesses to protect themselves in various ways which degrades the quality of service they could provide.
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