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Message
Contacting a restaurant for bad service..
Posted on 6/17/14 at 2:51 pm
Posted on 6/17/14 at 2:51 pm
I've probably contacted management at a restaurant due to bad service after I left the establishment maybe 2 or 3 times that I can remember in 20 years.
I've been in the business for almost 20 years in some form from manager to minority owner, so I've dealt with the issue on both sides, and I ALWAYS wanted to know about legitimate issues from customers.
When you leave the restaurant and you addressed management during your visit, what do you expect when you send an email or call after? Let's say you received your desserts or entree comped, do you expect to receive additional comps when you contact the restaurant after your visit?
What about when you don't say anything during your meal? I did this at French Market Bistro because I didn't want to embarrass a date many years ago. The manager, Bryan(still there), was great and offered a gift cert, but I declined. Just expressing my displeasure from a place that has always been good for me.
Anyways, I was at Bourbon House last weekend and probably had some of the worst service I have ever received. I am good friends with a couple that loves Bourbon House(I know how most of you view it), so I go there probably once a year while we're down there with them. Cold beer, cold oysters, and a nice bourbon list can still make for a decent meal. The manager comped an app for us, but I was so pissed at our server that I just wanted to pay the bill and move on with our night.
What do you expect if you decide to contact a restaurant? $750 refund?
I kid. In this situation, I just won't return unless I contact them and get some compensation for future visits, but I tend to think that they make their money on tourists and convention goers and repeat business isn't their priority. Who knows. I'm done. Here's some oysters for your viewing pleasure after the TL/DR
I've been in the business for almost 20 years in some form from manager to minority owner, so I've dealt with the issue on both sides, and I ALWAYS wanted to know about legitimate issues from customers.
When you leave the restaurant and you addressed management during your visit, what do you expect when you send an email or call after? Let's say you received your desserts or entree comped, do you expect to receive additional comps when you contact the restaurant after your visit?
What about when you don't say anything during your meal? I did this at French Market Bistro because I didn't want to embarrass a date many years ago. The manager, Bryan(still there), was great and offered a gift cert, but I declined. Just expressing my displeasure from a place that has always been good for me.
Anyways, I was at Bourbon House last weekend and probably had some of the worst service I have ever received. I am good friends with a couple that loves Bourbon House(I know how most of you view it), so I go there probably once a year while we're down there with them. Cold beer, cold oysters, and a nice bourbon list can still make for a decent meal. The manager comped an app for us, but I was so pissed at our server that I just wanted to pay the bill and move on with our night.
What do you expect if you decide to contact a restaurant? $750 refund?
I kid. In this situation, I just won't return unless I contact them and get some compensation for future visits, but I tend to think that they make their money on tourists and convention goers and repeat business isn't their priority. Who knows. I'm done. Here's some oysters for your viewing pleasure after the TL/DR 
9
Posted on 6/17/14 at 2:56 pm to LSUAfro
Viewing those oysters isn't gonna make up for reading what turned out to be a very uncool story bro.
Posted on 6/17/14 at 2:57 pm to LSUAfro
quote:
Anyways, I was at Bourbon House last weekend and probably had some of the worst service I have ever received.
What happened?
Posted on 6/17/14 at 2:59 pm to Mo Jeaux
quote:
What happened?
Posted on 6/17/14 at 3:03 pm to LSUAfro
Something a waiter did one night shouldn't make you this upset. Maybe the problem is you.
Posted on 6/17/14 at 3:03 pm to BRgetthenet
quote:
Viewing those oysters isn't gonna make up for reading what turned out to be a very uncool story bro.
Summary:
Just bad top to bottom. 10 minutes to get greeted. Took an app & drink order.
App arrived in 10 minutes(positive) drinks arrived 10 minutes after app(not positive).
We didn't see server for the 20 minutes while we waited for drinks, so we're 30 minutes in and getting drinks. One of the guests didn't get their drinks. Mine did not come as ordered, so 5 minutes later here comes the waiter. After 45 minutes we finally had the correct drink order on the table. Waiter said he'd be right back, 10 minutes later, he's "right back". We order food and regretfully didn't order another drink at the same time.
We didn't see the server until the food came out which is around the 1.5 hour mark. I wasn't ordering another drink at this point, as I was just ready to eat and go and not have my drink show up when I'm ready for the bill. The server was completely unprofessional the whole time.
One of the guests received the wrong entree...They just ate it they were so hungry. Our appetizer order came out wrong.
Just inexcusably bad.
ETA: I think the server messed up every aspect of the service, and became confrontational at several points in the service when we informed him when things weren't right.
This post was edited on 6/17/14 at 3:14 pm
Posted on 6/17/14 at 3:04 pm to CorkSoaker
quote:I hope so. That would make more sense.
Maybe the problem is you.
Posted on 6/17/14 at 3:21 pm to LSUAfro
Look at the bright side, your friends won't ever drag you there again. 
Posted on 6/17/14 at 3:24 pm to LSUAfro
I've only one time had service that was bad enough to warrant no tip. But it went beyond no tip. I was livid.
Cafe Italia in Destin. Was with Brag and a couple girlfriends.
The place was a patio attached to this woman's house. Supposedly she made "real" home Italian food, so we prepared for a decent wait while they cooking everything and we knew what to expect.
What we didn't expect was the dinner lasting 3.5 hours when we ordered pizza. We didn't expect the waiter to say I must be the snobby diva of the group when I inquired about the lobster ravioli portion (just asking if I should get it as an app or an entree). We didn't expect the owner to call us rude and practically kick us out when we told her what her server did.
It was horrid. Every table around us was equally as pissed. That server must go home with $5/shift.
Googled the place that night, and apparently tons of people complained about the same stuff and the owner just hangs up or yells at them.
The good reviews online look sketchy and are from similar names on different websites.
ETA: Just Googled and there is a Cafe Italia in Destin still, but it is definitely not the one we went to. Maybe she bought anew building or something.
Cafe Italia in Destin. Was with Brag and a couple girlfriends.
The place was a patio attached to this woman's house. Supposedly she made "real" home Italian food, so we prepared for a decent wait while they cooking everything and we knew what to expect.
What we didn't expect was the dinner lasting 3.5 hours when we ordered pizza. We didn't expect the waiter to say I must be the snobby diva of the group when I inquired about the lobster ravioli portion (just asking if I should get it as an app or an entree). We didn't expect the owner to call us rude and practically kick us out when we told her what her server did.
It was horrid. Every table around us was equally as pissed. That server must go home with $5/shift.
Googled the place that night, and apparently tons of people complained about the same stuff and the owner just hangs up or yells at them.
The good reviews online look sketchy and are from similar names on different websites.
ETA: Just Googled and there is a Cafe Italia in Destin still, but it is definitely not the one we went to. Maybe she bought anew building or something.
This post was edited on 6/17/14 at 3:32 pm
Posted on 6/17/14 at 3:26 pm to LSUAfro
quote:
Took an app & drink order.
App arrived in 10 minutes(positive) drinks arrived 10 minutes after app(not positive).
quote:
We didn't see server for the 20 minutes while we waited for drinks
My math may be rusty, but this seems contradictory.
Posted on 6/17/14 at 3:26 pm to OTIS2
shite I hope not. 2.5 hours wasted when you know there are so many better options around...
Posted on 6/17/14 at 3:27 pm to LNCHBOX
Our server didn't drop the app.
Posted on 6/17/14 at 3:33 pm to LouisianaLady
quote:
What we didn't expect was the dinner lasting 3.5 hours when we ordered pizza. We didn't expect the waiter to say I must be the snobby diva of the group when I inquired about the lobster ravioli portion (just asking if I should get it as an app or an entree). We didn't expect the owner to call us rude and practically kick us out when we told her what her server did.
That's pretty bad
This guy started pointing fingers at us and telling us we ordered wrong, and if we ordered right, he would have gotten it right.
I have no clue what that means.
Posted on 6/17/14 at 3:39 pm to LSUAfro
Ah.
Posted on 6/17/14 at 3:43 pm to LSUAfro
quote:
This guy started pointing fingers at us and telling us we ordered wrong, and if we ordered right, he would have gotten it right.
Leads me to believe he won't be working there long. It's a tourist trap but it's still a restaurant run by a family that has managed to stay in business for generations - some better than others.
To answer your original question: if it's a place that I give a damn about I write a letter and send it to the owner - or an email. I never ask for anything and wouldn't take them up on it if offered. If it's clear that management didn't try to solve the issue, just kill em on urban spoon giving as many details as possible.
Posted on 6/17/14 at 3:45 pm to LSUAfro
quote:
Contacting a restaurant for bad service..
For me to contact management, it would really take a shitty service experience. And it would also have to take place at a restaurant I like. But hey, my service expectations are pretty low. If I don't have to wait too long at the drive thru to get my #1 combo, we're good.
But seriously, owners and managers say they want to hear from the customer, but they really don't. They like getting advice from customers as much as people like getting dog shite on their shoes.
Posted on 6/17/14 at 3:46 pm to GaryMyMan
quote:
I never ask for anything and wouldn't take them up on it if offered.
Just curious but why not? If he sent an email and the manager/owner offered to comp the entire meal why would you not take that? I have a hard time imagining that anyone would want to pay for a meal that the OP described when being chastised by the waiter and the incorrect food was brought out.
Posted on 6/17/14 at 3:50 pm to GaryMyMan
quote:
To answer your original question: if it's a place that I give a damn about I write a letter and send it to the owner - or an email. I never ask for anything and wouldn't take them up on it if offered.
This was always my position. I'll email them out of curiosity to see how they handle it.
Posted on 6/17/14 at 3:51 pm to PurpleAndGold86
quote:
Just curious but why not? If he sent an email and the manager/owner offered to comp the entire meal why would you not take that? I have a hard time imagining that anyone would want to pay for a meal that the OP described when being chastised by the waiter and the incorrect food was brought out.
Several reasons.
Firstly, there is an insane amount of people out there who purposely complain about restaurants to get something free out of it.
I've had one truly awful experience. If I met anymore with more than a few, I'd immediately think the problem is them.. not the restaurants.
You don't want to come off as one of those people. You want management to know you're not digging for a freebie.
Secondly, the restaurant owner is not the person who gave you a bad attitude and bad service. He might not at all be aware his server did this. They already don't turn a huge profit in the industry (although I'm sure Bourbon House does fine), and I don't generally find it necessary to get my food comped for something non-food-related.
Orders were wrong, but not gross or improperly cooked.
You pay the ticket for the food and the tip for the service. Bad service? Don't tip.
I see no issue with taking them up on the offer for comped stuff, but I totally understand not accepting.
Posted on 6/17/14 at 3:52 pm to GaryMyMan
quote:I genuinely did from repeat customers and those relaying things that need to be addressed that I might have not noticed for a variety of reasons.
But seriously, owners and managers say they want to hear from the customer, but they really don't
You spend enough time hearing these stories, you generally get a feel for those who are fishing for free stuff and those who aren't.
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