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Unhappy restaurant experience
This week is my sister's birthday, and since she's a freshman in college, her first away from home. So my husband and little sister and I went up for the weekend to visit her and give her a fun weekend. We took her out for dinner at a restaurant right next to our hotel, and I was very unhappy about one part of the night, but refused to go SC about it.
The restaurant was a home-cookin' with homemade pies type restaurant. My sister ordered Chicken Fried Steak. Hers was the only meal to come with soup ahead of time, so at least she had that. When we all got our meals, she happily started eating the CF Steak. A few bites into it and as she cut into it...blood seeped up into the country gravy.
Oh, gross...undercooked... She was shook up, and we told her she could have them take it back and get her another, or order something completely different. But she was too nauseated by it and didn't want anything.
So we got the waitress' attention. She was extremely apologetic and offered to replace it, but we told her our sister didn't want that. She then offered my sister a free piece of pie as compensation. I thought this was a decent idea since the poorly prepared meal grossed her out and all the rest of us too. And of course it perked her up a bit and made the situation less ugly. A few minutes later the manager came out and apologized about the problem. We said it was okay, understandable; we aren't the type to throw fits. A few minutes later the waitress came out and said that the manager had told her she wasn't allowed to give my sister a free slice of pie. She said that the free pie thing was standard procedure with her other manager, but that this one was against that policy and she hadn't been working with this manager very long, and hadn't realized that. She felt really bad and even offered to pay for my sister's pie, but we declined. We did end up buying pie for all 4 of us.
The thing that upsets me about this is the manager's behavior. What is so wrong with giving the customer a little compensation when you bring their food out bloody and put them off their appetite? I guess I can understand him having his own policy of not doing this, perhaps he's been scammed into giving out free pie too many times in the past. But the dinner was quite obviously not alright (obvious we weren't just making up that we didn't like it and wanted something for nothing) AND the waitress had already made the offer (based on knowing the other manager's preferences). I think he should have made an exception rather than back out on it and making the poor waitress feel stupid. Basically, I wouldn't have been upset if there was no offer made, but I think it very un-classy for the manager to back out on the waitress' offer. Am I in the wrong here?
They did take the Chicken Fried Steak off our receipt, and the waitress left us a comment card. (Said that they give those out after every meal, but may have just been since we'd had a less-than-perfect experience) Everything else had been excellent, and we put that on there, with a 0 rating for Proper Food Preparation and an explanation that the steak wasn't cooked.
The restaurant was a home-cookin' with homemade pies type restaurant. My sister ordered Chicken Fried Steak. Hers was the only meal to come with soup ahead of time, so at least she had that. When we all got our meals, she happily started eating the CF Steak. A few bites into it and as she cut into it...blood seeped up into the country gravy.
Oh, gross...undercooked... She was shook up, and we told her she could have them take it back and get her another, or order something completely different. But she was too nauseated by it and didn't want anything.So we got the waitress' attention. She was extremely apologetic and offered to replace it, but we told her our sister didn't want that. She then offered my sister a free piece of pie as compensation. I thought this was a decent idea since the poorly prepared meal grossed her out and all the rest of us too. And of course it perked her up a bit and made the situation less ugly. A few minutes later the manager came out and apologized about the problem. We said it was okay, understandable; we aren't the type to throw fits. A few minutes later the waitress came out and said that the manager had told her she wasn't allowed to give my sister a free slice of pie. She said that the free pie thing was standard procedure with her other manager, but that this one was against that policy and she hadn't been working with this manager very long, and hadn't realized that. She felt really bad and even offered to pay for my sister's pie, but we declined. We did end up buying pie for all 4 of us.
The thing that upsets me about this is the manager's behavior. What is so wrong with giving the customer a little compensation when you bring their food out bloody and put them off their appetite? I guess I can understand him having his own policy of not doing this, perhaps he's been scammed into giving out free pie too many times in the past. But the dinner was quite obviously not alright (obvious we weren't just making up that we didn't like it and wanted something for nothing) AND the waitress had already made the offer (based on knowing the other manager's preferences). I think he should have made an exception rather than back out on it and making the poor waitress feel stupid. Basically, I wouldn't have been upset if there was no offer made, but I think it very un-classy for the manager to back out on the waitress' offer. Am I in the wrong here?
They did take the Chicken Fried Steak off our receipt, and the waitress left us a comment card. (Said that they give those out after every meal, but may have just been since we'd had a less-than-perfect experience) Everything else had been excellent, and we put that on there, with a 0 rating for Proper Food Preparation and an explanation that the steak wasn't cooked.
Because there are chunks of plastic in it I told him.
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