How to send a nicely worded letter to a local restaurant

[CaroPhoenix]

There is a local steakhouse I really like to go to. It's roughly five minutes (if that) from my house. Mr. Rum likes to tease me because all the hostesses and quite a few of the wait staff all know/recognize me. (During one visit, no less than 5 different people stopped by the table to say "hello" to me and Child Rum. )

However, today, is probably the last time I will be eating at the establishment. (Child Rum & I have been going to over a year due to the fact that every Wednesday, it's Kids Eat Free Night and the kids get a free scoop of vanilla ice cream and can put toppings on it at the ice cream "bar").

I need to craft a letter to show my disappointment at the establish. I'm having a hard coming up with sentences that are nice, but also convey my displeasure.

Here are some reasons why I no longer want to go back:

1. The company has fired 2 of the 3 wait staff I enjoyed talking to/having them wait on me. Both are males and both were patient and kind and took their time to talk to Child Rum (whom, as many here know has Autism and she can and will make her opinion on wait people known - I've seen her do it usually when she says "Go away" to them).

1a. The manager that promised me a gift card has been fired & still no gift card for me.

2. My filet mignon had FAT on it.

3. The restaurant has established a new rule where at least one parent has to go up to the ice cream bar with their child so they can put the toppings on said ice cream. It was only Child Rum & I at dinner tonight. I follow the rules, we were gone only 30-60 seconds, and by the time we got back, a management-type person was clearing our table. (This happens every time I go there and I don't leave a book behind to indicate that I'm coming back).

4. 2 weeks ago, Child Rum & I were seated at a booth. We waited approximately 15 minutes (which I timed on my stopwatch feature of my cell phone - and I only did that after sitting there for at least 5 minutes prior). Then we got up and were about to leave when the assistant manager got me to come back and gave me one of the waiters I liked (which is one of the 2 that were fired).

5. The manager that owed me a gift card? I was owed the gift card because I ordered a medium burger to go and it was actually rare and inedible. So I complained to the restaurant about it. Never did get the gift card (and this was over a month ago).

This is just a sampling of stuff that has been accumulating. Especially in the last 3 months or so.

So, how do I draft the letter?

Any help would be appreciated! Thanks!

[MaggieTheCat]

I'm curious if you know why the waitstaff were fired, or even if they were fired or if they quit. What if they were fired because they were stealing from the company, or were rude to customers? Would you still want them back? I understand you liked them because they were patient with CR, but maybe they genuinely were not good employees.

Some filets have marbling. I have had filets that is overly fatty, though. Did you let the restaurant know at the time of your visit that you found it unacceptable?

As far as drafting a letter, what I usually do is start by saying that you like the establishment, have had good service/food there before, but are considering not going back for a variety of reasons, and then list those reasons. Just make a separate paragraph for each point, explain what you liked about the restaurant and what has changed or what happened that turned you off, and why you are turned off. Emphasize that you have been going to the restaurant for a while and that the declining service is a recurring theme and not just a one-time fluke. Tell them you are not expecting compensation (except for maybe the missing gift card) but that you really would like to continue dining with them but feel that, unless they make changes, you will not be returning.

Maybe write up a draft and post it here so folks can comment on it. I have had success when writing letters like this. I think it is important to be polite and professional so you don't come off as a EW. Your concerns are valid and the company should know why they are losing or at least potentially losing a long-time customer.

[CaroPhoenix]

I talked to the last remaining wait staff person I liked. She told me that people "in suits" came through on Monday and fired a bunch of people. There was no rhyme nor reason as far as she could tell. She has only been at the restaurant for about three months. She said she's asked questions about what is happening and no one has told her a thing. She's also looking for a new job as she's too scared about what will happen one minute from the next.

I'm going to talk to one of the 2 fired wait staff. He lives up the street from me. I know from our talks that he's been with the restaurant for at least 2 or 3 years. He has a wife and 2 kids, he's a pretty upstanding guy.

The restaurant has really changed. And not for the best. As I said in my OP, most of these things have happened within the past 3 months. The steakhouse used to be part of a slightly bigger chain but the owner was in trouble with the law, and had to sell his assets really quickly.

As for the filet, there was no marbling. One whole side was fat. And as for mentioning it, I barely saw my waiter, didn't see a manager until after we got back to our table, the guy who was clearing our table skedaddled and then the same person was talking to an upset patron not more than 2 minutes later.

[Seshat]

Dear <owner/whatever>

Over the last X years, my family and I have thoroughly enjoyed the service and food at RESTAURANT. In particular we have found the service prompt, efficient and friendly, the food consistently of good quality and true to the menu, and waiters X, Y and Z especially attentive to the needs of my disabled child.

(Adjust above paragraph to be more precise.)

However, over the last X months, since the change of ownership from Y to Z, certain aspects of the restaurant that we enjoyed have changed. There has been a general decline in the quality of the food and service, and a number of specific incidents which particularly upset us.

Incident1. (say it much as you said above)

Incident2. (ditto)

Incident3, etc....


We want our lovely, reliable restaurant back. We request that you offer waiters X and Y their jobs back, and train management to keep an eye out for conditions that would lead to incidents like those we had. We request an improvement in the purchase of raw materials, and in either the cooks' training or their instructions.

(add anything else which you think would return the place to its lovely former self)

Thank you for your attention.

Sincerely,

idrinkarum, Mr Rum, Child Rum.

[CaroPhoenix]

Thank you Seshat! That is nicely worded. Gets the point across and then some.

I'm going to be copy & pasting the letter to word and working on it.

It's just been a rough week and this really was the last straw on the camel's back for this place.

[Seshat]

You're most welcome.

Some days I'm feeling particularly weak and useless. It's nice to reminded I DO have at least one useful skill.