Restaurant etiquette?

Question

You are in a restaurant and you order your food, when it comes some of it is burnt so you send it back. What they send back to you then is not quite the same i.e. it is a cheaper cut of meat. What do you do? Complain again? My husband did and the owner of the restaurant was really really rude to him and refused tro replace what he had been sent. Is that called for?

The meat in question wasn't specified as this or that, if you see what I mean, basically he got what he paid for but the returned item wasn't as good as the first item??? Thats why I ask....

Answer 1

The customer is always right! You shouldn't be unreasonable in a restuarant, but you should expect and demand good service - you are paying them for what they do. You were quite right to continue voicing your disatisfaction (politely and firmly I hope) and they were wrong to be rude.

Answer 2

It was totally out of order of the restaurant guy to do that, he should really of really gone out of his way to make amends.
It's funny, my partner had the same problem a couple of nights ago.When the waiter asked how the meal was, he told him the meat was a little over-cooked(it was in fact burnt!) The meat was replaced and we were given each a glass of champagne at the end of the meal, and we hadn't even made a fuss!
However if i had an experience like your husbands, i think i would say to the manager that if he didnt bend over backwards to make things better then we would give the restaurant bad publication to everyone we know!

Answer 3

i have been in the hospitality industry for 25 years. i know what goes on in restaurants from first hand experience. when i go out to eat i ask the server if they have confidence in the item i wish to order. if so, i order it. if it comes out wrong i send it back, tell them why and will not order anything else. too many times i have seen the cooks and servers, even managers and owners punish the customers by doing something to their food. i saw a guy actually wipe his *** with a steak that was sent back.

Answer 4

In the UK you complain again. The restaurant has provided a service/food that you did not order/ask for.
You were within your rights to refuse to pay the full cost of the meal.
Warn your friends and name the restaurant on this forum.
Once I refused to pay for a bad meal, the manger threatened to call the police. Go ahead, I told him the publicity will do the place good. After his chin hit the floor he couldn't do enough for us.
The name of a place giving bad service like that goes through our town like wildfire.

Answer 5

I am no expert, but if I was in this situation I would walk out without paying. That is ridiculous and very unprofessional!!

The reason he is being rude to you probably is because they are not making any $$$ and probably have a bad cook as well.

I bet within the next 3 months or less a new restaurant will replace them!

Answer 6

Id just of either eaten the second plate they sent or left, but I wouldnt of argued, as you have to think what they do in some kitchens to peoples food who complain!

I complain once and if its still not fixed or worse I walk out without paying any of the bill, once i did this after drinking a full bottle of wine! I then get home and write a complaint letter to the manager and head office if applicable.

I usualy get vouchers (from larger chains) or a sorry letter and i feel better.

Its not worth the hassle as they could spit in your food (or worse!)

Answer 7

I think your husband did the right thing. The resturant should have replaced the meal and then prehaps given you the meal free. But just a word to the wise; I heard on a program you should never send your food back, because what they replace it with is not as "clean". You and your husband did nothing wrong, just do not go back.

Answer 8

Your husband was in the right for standing his ground. So many business nowadays have simply lost touch with what is good customer service and expect John Q. Public to just accept it as a sign of the times. If more of us and people like you and your husband stood up for what we believe to be right, this behavior would come to a screeching halt. I traveled for business for eight years, saw many restaurants, and had my share of just your type of situation. My colleagues would tell me to let it go because I was not even a local from whatever city we were in, but is that right? I think not. So I tip my hat to the both of you and to all those who stand up and demand what you pay for! It's OUR money!

Answer 9

I'm a firm believer in "the customer is always right" I think the owner of the restaurant owes your husband an apology. Geez, the nerve of some people! Maybe he was having a bad day...
Maybe he should fire his chef. Find someone who can cook meat without burning it. Personally I like my steak well done. Don't want it mooing at me. (I very rarely eat steak, but I don't want parasites)

Answer 10

Your husband was right, but maybe that restaurant owner was tired. Maybe he does not like his business. Maybe he does not care, maybe he just turned a monk, and he is about to sell the place. Maybe he thought he'd never see you again anyway. Maybe he wanted one of the waitress to marry him, and she said no, and that put him in a bad mood. You never know.

Safer is to go to restaurants whose owner you know, and they know you. They know how you like your steak, and they understand that you are not bullshiting them. Even better is to eat at home, or not to eat at all, except for rocks, and everything that has no eyes.

In my opinion, the only reason to go to a restaurant is to have a chat with the owner, and a have a glass of wine.

Answer 11

They shouldn't be rude at all. Where's Customer Service? Where's the thing called "Customer's always right." I know most restaurants would like to satisfy their customers but this restaurant seems not to care at all. Don't go back there again and don't recommend it to your friends.