I've complained twice in the past year.
I had a really bad experience at Luke. I had had several bad service issues at Luke so I was at the point of not even bothering to complain since nothing was changing. I posted my experience on here and it got to the manager, who was brought in to revamp many service issues. He emailed me and asked me to call him. The way it was handled from there was nothing short of stellar. He invited me to come back. I said I would...but only unannounced. He was fine with that. If I was going to do a follow up review, I wanted it to be fair...not them on their best behavior because I was returning after a bad experience. On my return visit, everything was amazing from start to finish...both the food and the service. Only after I ate did I tell the manager who I was and I thanked him for a great evening/meal. We gave our credit card to pay for the meal and it was returned with a note thanking me for giving them another try. Class act.
The second time was for Melange, which was single handedly the worst experience I have ever had in a restaurant. I was so upset and embarassed that I couldn't address it while I was there. I did write a letter (via email) to the manager. He emailed me back and acknowledged the issues and even admitted that our server was reprimanded because everyone could see that she was treating people horribly that night. He didn't invite me to come back and didn't try to make good on the fact that I spent over $100 on dinner only to be embarassed and treated rudely. I never went back and never will.
I really like those two places. I remember you saying you had a horrible time at Melange. But never really heard the specifics.. I have been there six times now, the last time was just okay. Actually I noticed a drop at all my Frenchmen places. 3 Muses, 13, and Melange. Maybe need to go to Aldolfo's again.
I only went to Luke once, just because I wanted German food.
I hate getting horrible service anywhere. I can't understand why a restaurant chain like "Dick's" can even exist. I tried that place once, where you pay to get bad service. Never again. The tip is for good service. I get it's quasi-mandatory, but so is doing one's job well.
My servers at Melange never stood out to me. I always get good whisky-drink options, and love the Old Fashioned there.