How do I write a complaint letter to a restaurant in a tactful way?

Question

My husband and I went AJUUA! in San Antonio last night and the service was absolutely horrible, I want to write a letter to the manager of the restaurant but I'm not sure the ettiquette on such a thing. Any suggestions?

Answer 1

Wait a day or two and then sit down to write it. Stick to the facts and don't let your emotions get in the way. Let the manager know that you're writing to him because if it had been YOUR employee, you'd want to be informed about it. Also, if the food was good, let him know that as well. You should also think about if you'd like to return to the restaurant and perhaps let him know why or why not you'd do repeat business with their establishement. If the manager is worth his position, he'll get back with you and perhaps offer you a gift certificate. If he doesn't at least send you an apology, I wouldn't step foot in that place ever again.

Answer 2

The restaurant will be more likely to listen to you if you write your letter politely instead of angry, even though you may feel that way. To offer my honest opinion, it is a little uncommon for people to write to restaurants about their food, normally if you don't like it there, you don't return. I know for veggie burgers, some people don't like tofu and whatever is in it, but some people do. It's like writing to a restaurant and telling them you hated the shepherd's pie because you hate mashed potatoes and corn together. That's not the restaurant's fault because that's what a Shepherd's pie is, if you understand what I'm saying. You could be a little more harsh when you talk about the manager because the manager did not speak to you after you were waiting. Also, it's hard to write a letter of complaint about food because it may be something that they did on your particular meal that you did not like, or that the veggie burger doesn't suit your taste but other people like it. Keep in mind that the chefs are very busy and they try their hardest to make their food enjoyable, so show a little respect when you're writing the letter. Say that you went to the restaurant (maybe add a compliment like the waiter was very nice) and you ordered your son a veggie burger and a salad for yourself. You were very displeased with the lack of taste in the salad, although there was a considerable amount of olive oil, and the burger was not particularly enjoyable. You are offering this compliant to them in hopes that they will consider it as customer feedback. Also mention that the service from either the waiter or the manager was unacceptable, as somewhere communication lacked that you wanted to speak to the manager. Just stuff like that. Writing a letter to the head office or wherever is generally not going to do anything if they are a big chain of restaurants. Alternatives you may want to consider are visiting the restaurant's website and sending them an e-mail, or calling the restaurant and demand to speak to the manager. :)

Answer 3

Include your name, address, and home and work phone numbers.
Type your letter if possible. If it is handwritten, make sure it is neat and easy to read.
Make your letter brief and to the point. Include all important facts about your purchase, including the date and place where you made the purchase and any information you can give about the product or service such as serial or model numbers or specific type of service.
State exactly what you want done about the problem and how long you are willing to wait to get it resolved. Be reasonable.
Include all documents regarding your problem. Be sure to send COPIES, not originals.
Avoid writing an angry, sarcastic, or threatening letter. The person reading your letter probably was not responsible for your problem but may be very helpful in resolving it.
Keep a copy of the letter for your records.

Answer 4

I would not necessarily worry about tact, but more about getting your point across of what was wrong with the service/food. I'm not saying scream and curse them out, but as I have had to write a complaint letter before to a restaurant, (a rather large chain bar and grill), just make sure you give them all the facts, include your information such as your name, telephone number, email address, and your home address.

When I had to do this, they wrote me back and called me to discuss my problem. They sent me a gift card for their restaurant and corporate was called in (which I know because I was in there to see this) to supervise the restaurant. My husband and I where even spoken to by a member of corporate at the end of our meal to further apologize.

So just keep it to the facts, but let them know you were not happy.

Answer 5

Was the service so bad you are willing to get the server in trouble and jeopardize his job? If not, still write the letter but be general so that the manager can focus on improving all of his servers. If your server was intolerable and you passionately want to ensure he never waits on another person, you can get specific. In either case your letter will be most impressive if you are non-emotional and just state the facts. Also state what you would like to see improved after your site what was wrong. You can buy some really helpful books that help you write letters on anything. They come up with so many of the words for you and you fill in the rest with your experience.

Answer 6

Just tell them that you had a really bad experience and it was meant to be a special night. The service ruined the whole night. If you had anything good happen you could put that in too so it doesn't seem like you're just a mean nasty person. Some people complain about the littlest things. If they are a reputable place they will give you a gift certificate. Then, when you go back you can let them know that they have improved or not.

Answer 7

I'd open the letter with a history of your past patronage and satisfaction this the restaurant. Let the manager know you have appreciated his establishment in the past, and are a repeat customer. (this assumes you have frequented this place before). If it was your first visit, let the manager know you visited his establishment with high anticipation of a satisfactory meal and excellent service. Restaurants live or die on service and satisfied customers that become return customers.

Then outline the recent visit and the events leading up to your negative reaction to the visit. Be specific, and leave out highly subjective assertions and assumptions. Be as specific as possible on why you were disappointed.

Finally, offer constructive criticism to the manager. Let him know that you have the ability to see wrong from right via suggestions to help prevent problems in the future.

Answer 8

It may be easier to call and speak with a manager. Either way, just tell the truth. If they have a server that is not good at the job, they will appreciate the info. I would not ask for a refund though, because they may think that's what you're after...if they are a respectable establishment they will offer a refund or a free meal next time.

Answer 9

My husband and I went to your AJUUA restaurant last night. Unfortunately, the service was far below the standards I know your establishment holds. Because the experience was so immediately unpleasant, I felt ill-at-ease in even attempting to discuss the matters with your wait-staff (coincidentally, one of the problems).

Perhaps your staff need to be re-trained on serving courtesies required for interacting with paying guests.

I hope this letter will find its intended mark with your consideration. We will look forward to giving AJUUA another try in the future.

Answer 10

i've had complaints before about restaurant's food or service but never both-i always tell them which i liked first then say i had a problem the last time i was there-then explain the problem and tell them you'd like to come back but don't know if it's worth the time and trouble if the service will be that bad again-you may even get comped-it's worth a try