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Restaurant disappointment
Posted by helen
Restaurant disappointment March 02, 2006 03:57AM |
Admin Registered: 18 years ago Posts: 7,920 |
What do others do when you go to a restaurant and the food/service is really disappointing and does your reaction change according to how expensive it was?
Lately we had a dinner that was well below average - we took friends out for a special meal and aside from the company being great and service fine the rest was terrible.
I stewed on it for a bit and then when the visa bill came in and I was once again reminded I wrote to the owner of the restaurant. I wasn't looking for anything other than for them to think about their product as I feel that if we felt ripped off surely others do too.
Lately we had a dinner that was well below average - we took friends out for a special meal and aside from the company being great and service fine the rest was terrible.
I stewed on it for a bit and then when the visa bill came in and I was once again reminded I wrote to the owner of the restaurant. I wasn't looking for anything other than for them to think about their product as I feel that if we felt ripped off surely others do too.
Re: Restaurant disappointment March 02, 2006 04:15AM |
Registered: 18 years ago Posts: 113 |
We too had a situation like this last week, a disappointing dinner with terrible service to match.
I emailed, and then the manager rung me the following day with vague "we're sorry, we don't do it usually".
Word of mouth is the best advertising, so by telling others of our experience, no doubt it will catch them one day!
I emailed, and then the manager rung me the following day with vague "we're sorry, we don't do it usually".
Word of mouth is the best advertising, so by telling others of our experience, no doubt it will catch them one day!
Re: Restaurant disappointment March 02, 2006 04:20AM |
Registered: 18 years ago Posts: 675 |
We were out a couple of weeks ago and complained about the service and the food. Due to nut allergies we are very careful about what is in dishes as Elysia does get very sick. We explained to the waitress and it was as though it went in one ear and out the other. Out came the garlic breads all covered in cashews!!!! We complained and they said they would bring out a special one for her. Guess what - it still had cashews on it. The beers werent what the guys ordered and Elysia got pineapple juice instead of Orange juice. It wasnt as though it was busy either. Complained yet again and were given a discount but it doesnt account for the fact that they got it wrong not once but on 4 different occasions on one night.!!!! Yet we had been there previously and had excellent service. The manager was written too and his excuse was that they were short staffed but its still no excuse.
Helen Bell.
Helen Bell.
Re: Restaurant disappointment March 02, 2006 05:13AM |
Registered: 18 years ago Posts: 1,033 |
We had no service at a local restaurant, we had to ask for the menus, ask to order wine, then ask for more drinks. The food was served and cleared with out any comunication, ie is everything ok etc. They offered no coffees\desserts, even though we made a point of sitting there for a while after we had finished our food and drinks to see if anyone would approach us.. We complained when we went to pay, the manager, incidentally was sitting in the corner of the restaurant for the whole length of time we were there. We were using the entertainment book vouchers when paying, and when we complained were given a voucher for a free coffee, and our vouchers back to which my husband replied "don`t bother as we won`t be coming back" and left. And to this day we haven`t, which is a shame as the food was good. This was not an isolated incident as other members of the family had visited before and since and exactley the same service was given, or not as the case maybe.
What annoyed me even more was that I wrote in a review on the entertaiment site, saying what we felt about the restaurant, good food - bad service, and they emailed me back saying they would not post this review, and to this day the review has not be entered onto their web site. What is the point.
What annoyed me even more was that I wrote in a review on the entertaiment site, saying what we felt about the restaurant, good food - bad service, and they emailed me back saying they would not post this review, and to this day the review has not be entered onto their web site. What is the point.
Re: Restaurant disappointment March 02, 2006 06:09AM |
Registered: 18 years ago Posts: 639 |
At the high end, I've only ever had phenomenal service. Although what people regard as high end may vary (:
I haven't had terrible service, either (sometimes it's less-good at super busy times, but nothing unreasonable). About the worst was having food spilled on me; but that's not a service issue directly.
I have had my fair share of less than impressive meals; but that's the way it goes. Usually I just don't go back, or if there is a suggestion to return when dining with a group, try and steer the decision elsewhere.
Restaurant people aren't superhuman (except maybe at the high end..but that's why they're paid the big bucks); and the expectation that everything will be perfect every time is unreasonable.
I haven't had terrible service, either (sometimes it's less-good at super busy times, but nothing unreasonable). About the worst was having food spilled on me; but that's not a service issue directly.
I have had my fair share of less than impressive meals; but that's the way it goes. Usually I just don't go back, or if there is a suggestion to return when dining with a group, try and steer the decision elsewhere.
Restaurant people aren't superhuman (except maybe at the high end..but that's why they're paid the big bucks); and the expectation that everything will be perfect every time is unreasonable.
Re: Restaurant disappointment March 02, 2006 06:23AM |
Registered: 18 years ago Posts: 318 |
When I worked in a classy restaurant (fine dining - one of the top four in the city I was in) we did have very high expectations put on us from management and it made it a tough job, but we got great results - and thus was very rewarding. I never thought of myself as 'just a waitress' or just a kitchenhand. I think if you, as the customer, are paying a lot of money, and regard dining out as an 'event', an occasion, you should expect the best food, the best service and the best experience. If don't get what you're happy with, I think you have every right to complain - there and then will get you better results than at a later time.
Re: Restaurant disappointment March 02, 2006 06:34AM |
Registered: 18 years ago Posts: 3,170 |
I , too, have tried complaining. We had had a bad experience, long waits and food as tough as old boots. When the waitress came around and asked us if we were enjoying our food, I said, "No, actually we're not and explained why.' (This is totally out of character for me and the rest of thegroup nearly fell under the table) The waitress then said she would get us replacement meals but as we had waited 1 1/2 hours for these ones I said "No." We were not offered any discount or apology. Like others, the owner/manager was seated nearby and had listened to the conversation. We paid, left and have never been back. I warn any others about going there.
Stephanie
Stephanie
Re: Restaurant disappointment March 02, 2006 07:30AM |
Registered: 18 years ago Posts: 309 |
Hi Helen,
I always quietly draw the server's attention to the problem at the time, if it is with the food,they can fix it on the spot,and hopefully I can eat along with my companions.I don't see the point in waiting until the bill is being settled.I don't raise my voice,but make it clear that there is a problem,and that I expect them to sort it out. That said, I have had the usual boot leather steaks and unordered items added to the bill,although never items not charged for.My son was a chef,and always said to complain at the time and give the kitchen a chance to get it right. I remember his stories of customers complaining about their meals,but they had eaten them,and not spoken up.On the other hand,one evening a very happy man,full of wine and bonhomie came into the kitchen and kissed the chefs.His female colleague apparently rather liked it,but strangely,my boy did not... .
Cheryl
I always quietly draw the server's attention to the problem at the time, if it is with the food,they can fix it on the spot,and hopefully I can eat along with my companions.I don't see the point in waiting until the bill is being settled.I don't raise my voice,but make it clear that there is a problem,and that I expect them to sort it out. That said, I have had the usual boot leather steaks and unordered items added to the bill,although never items not charged for.My son was a chef,and always said to complain at the time and give the kitchen a chance to get it right. I remember his stories of customers complaining about their meals,but they had eaten them,and not spoken up.On the other hand,one evening a very happy man,full of wine and bonhomie came into the kitchen and kissed the chefs.His female colleague apparently rather liked it,but strangely,my boy did not... .
Cheryl
Re: Restaurant disappointment March 02, 2006 07:48AM |
Admin Registered: 18 years ago Posts: 7,920 |
Anonymous User
Re: Restaurant disappointment March 02, 2006 08:02AM |
Late last year my bestest friend and her fiancee were over here on holiday from Britian.
They took Steve and I out for dinner. Admittedly it wasnt a 'top notch' restaurant but nevertheless you expect service and qualtity..and what you ordered!
Paul (born and bred Brit, and quite well off) took one look at his steak, and said to the waitress (slightly incompetent) that the steak wasnt cooked the way he had requested , and please remove it and serve him what he had asked.
Whats the point of a waiter/waitress asking how you would like your steak cooked, if the chef takes no notice?
He had no hesitation in saying his food wasnt to his liking. I think its something I've read about and heard about, that until us "New Zealanders" start complaining, things wont change. But from some of the earlier comments it would appear that some managers and chefs dont really care - that is appalling!
I was quite embarrassed that our overseas guests had disappointing meals - these being folks that quite often dine in London before going to a show, and often "pop over" to France for a day and dinner. I KNOW they dont expect the same, but it was disappointing.
A couple of years ago my workplace had a midwinter christmas dinner. Both Steve and I ordered steak, cooked medium rare. When the meal eventually came out, I made a comment that my steak was not medium rare, but pretty much well done. She stated that thats the way all steaks come out, and then proceeded to apologize if it was a little cold - after all its difficult for the 'chef' to cook all those steaks!!?? I wont be going back there either!
Years ago I used to order my steak as medium - and it was just as I liked - pink the middle. Then through disappointments I found I had to order it medium rare. Last weekend Steve ordered a steak and asked for it rare (as he'd found the same as me, that steaks are always overcxooked). It was what I would describe 20 years ago as medium rare.
When did they change the rules about how steaks are cooked, and WHY didnt they tell us??
Cheers
Paula
They took Steve and I out for dinner. Admittedly it wasnt a 'top notch' restaurant but nevertheless you expect service and qualtity..and what you ordered!
Paul (born and bred Brit, and quite well off) took one look at his steak, and said to the waitress (slightly incompetent) that the steak wasnt cooked the way he had requested , and please remove it and serve him what he had asked.
Whats the point of a waiter/waitress asking how you would like your steak cooked, if the chef takes no notice?
He had no hesitation in saying his food wasnt to his liking. I think its something I've read about and heard about, that until us "New Zealanders" start complaining, things wont change. But from some of the earlier comments it would appear that some managers and chefs dont really care - that is appalling!
I was quite embarrassed that our overseas guests had disappointing meals - these being folks that quite often dine in London before going to a show, and often "pop over" to France for a day and dinner. I KNOW they dont expect the same, but it was disappointing.
A couple of years ago my workplace had a midwinter christmas dinner. Both Steve and I ordered steak, cooked medium rare. When the meal eventually came out, I made a comment that my steak was not medium rare, but pretty much well done. She stated that thats the way all steaks come out, and then proceeded to apologize if it was a little cold - after all its difficult for the 'chef' to cook all those steaks!!?? I wont be going back there either!
Years ago I used to order my steak as medium - and it was just as I liked - pink the middle. Then through disappointments I found I had to order it medium rare. Last weekend Steve ordered a steak and asked for it rare (as he'd found the same as me, that steaks are always overcxooked). It was what I would describe 20 years ago as medium rare.
When did they change the rules about how steaks are cooked, and WHY didnt they tell us??
Cheers
Paula
Re: Restaurant disappointment March 02, 2006 11:00AM |
Yes complain, if you don't things won't change
Recently friends were in town for a business conference and rang a resturant and ask if the could preorder their meal and could it be ready at a certain time Certainly was the reply please feel free to come a get a menu the ring with your order and we will have it ready on time. The establishment were told the reason why they were ordering the meal this way two days before the meal was to happen.The day came the secretary rang the resturant with the orders about 3 p,m, plenty of time for the meal to be organised for 6 30 p,m, friend and his party of 6 arrived 6.20 p.m. got their drinks from the bar and went to their table. 15 mins later friend went to the head waiter to find out what had happened to the meal which was suppose to be served at 6.30 the waiter apologised and went to see what had happend to the preordered meal he came back 10 minutes later and said the meal was now being attended too and would sir and his party like another drink while waiting, when asked how much longer before the meal would be ready was told 30 to 40 mins, my friend and his party said that as the meal had been ordered earlier in the afternoon for 6.30 and it was now 7 p.m they did not have time to wait and eat the meal and with that the party got up and walked out.
As they went the manager approach my friend and presented him with a bill for the full meal.$300 my friend refused to pay it as the verbal contract they had entered into with the resturant was not met and if any futher action was to be taken he would see the management in court.
There was no apology from the management and as 4 of the party had planes to catch within the next 2 hours the men went to the airport and had a meal there.
A letter went next day to the owners of the resturant with the message that they would not be getting any more custom from my friend and that he would not be reccomending the resturant to any of his clients,
He got a letter back from the owner and a apology for the way they had been treated and offerde him free meals for 6 the next ime he entertained clients.
My friend needless to say has said he will not go back there nor will he reccomend the resturant to anyone.
This friend entertains busness people from all over the world and has often used this method when time at the end of a conference is short and has always had good service from other top resturants in the city
ONly by letting people know that you are unhappy with the service or the food can any improvememt be made.
When I was working in the retail trade we were always told that the customer must be treated right or they will take their custom elsewhere and that word of mouth was the best advertisment that you could get.
Kay D
Re: Restaurant disappointment March 02, 2006 12:06PM |
Registered: 18 years ago Posts: 13 |
I make a point of complaining politely and calmly to the wait staff. The chances are the problem is not so much to do with them personally, rather the management systems employed at the restaurant.
Lets face it New Zealand is generally an expensive country for eating out. We often pay a premium price for the privelege of shoddy food, surroundings and service. There are notable exceptions to this though, but generally we the public have terribly low expectations of what to expect.
Its up to all of us to express our dissappointment when necessary, but equally as important to compliment generously when its all great. Its only fair enough that businesses get honest constructive feedback.
Re: Restaurant disappointment March 02, 2006 12:44PM |
Registered: 18 years ago Posts: 13 |
I disagree with sanddune and actually think NZ is a very cheap place to eat out. At the top end, you can usually expect excellent value for money at our best restaurants. Certainly compared with Sydney, London and other big cities, dining out in NZ is relatively reasonable. However, NZers are notoriously bad at speaking out at bad service. One of the w/e Ak papers had an interesting article on restauranteurs who had successfully managed multiple profitable restaurants. One made a very apt comment about how restaurants appreciated "professional customers" who understood the workings of a restaurant. Their point was that it is a two way process and that there were expectations of behaviour from both sides and that good restaurants value the feedback from good customers. On the whole, we hang back too much and don't point out when we are not happy with the service. Going back to Helen's initial comment, I do think that the more expensive the restaurant, the higher your expectations and thereful the greater your disappointment if these are not met. A good restaurant should welcome the feedback and make positive steps to make amends.
Anonymous User
Re: Restaurant disappointment March 02, 2006 11:13PM |
Well Helen and others - why are you not naming the Restaurant with the awful food. I would like to know to avoid that particular restaurant and I think the name and shame thing helps to keep standards up.
Definitely the price affects the expectation. If I am wanting a quick cheap meal before a movie, I do not have the same expectation as when I am going to spend serious money for a meal The cheaper restaurants with less experienced staff, and less time consuming meals or choices etc definitely have their place but shouldn't be judged as harshly as the high price ones where I for one often feel ripped off with a meal not enjoyable.
Definitely the price affects the expectation. If I am wanting a quick cheap meal before a movie, I do not have the same expectation as when I am going to spend serious money for a meal The cheaper restaurants with less experienced staff, and less time consuming meals or choices etc definitely have their place but shouldn't be judged as harshly as the high price ones where I for one often feel ripped off with a meal not enjoyable.
Re: Restaurant disappointment March 03, 2006 12:12AM |
Registered: 18 years ago Posts: 252 |
Helen - just reading this on the Cuisine site - thought you might find it interesting.
{[www.cuisine.co.nz]}
I agree with the comments made by others. When you are in a "service industry" then "service" is what you should give - and the customers should receive. I am sorry about your disappointment. It is their loss too as you won't patronize them again will you - and neither will your family or friends - so word of mouth is very detrimental to any business who provides less.than required/expected.
{[www.cuisine.co.nz]}
I agree with the comments made by others. When you are in a "service industry" then "service" is what you should give - and the customers should receive. I am sorry about your disappointment. It is their loss too as you won't patronize them again will you - and neither will your family or friends - so word of mouth is very detrimental to any business who provides less.than required/expected.
Re: Restaurant disappointment March 03, 2006 03:57AM |
Admin Registered: 18 years ago Posts: 7,920 |
I don't generally feel concerned about naming restaurants either in praise or critically but in this case the response to my comments but in this case the chef is not known for his quiet disposition and.....
difficult to word really but I guess I don't feel like making the mountain any bigger than it has already become.
I won't eat there again under the same chef but then I don't go to Hawkes Bay that often
PS Our meal at Craggy Range was gorgeous, Providore was good with exemplary service and Clifton Bay Cafe was great.
I haven't tried.... hmm name alludes me but they were runner up to the winery restaurant awards and I would like to go there.
difficult to word really but I guess I don't feel like making the mountain any bigger than it has already become.
I won't eat there again under the same chef but then I don't go to Hawkes Bay that often
PS Our meal at Craggy Range was gorgeous, Providore was good with exemplary service and Clifton Bay Cafe was great.
I haven't tried.... hmm name alludes me but they were runner up to the winery restaurant awards and I would like to go there.
Re: Restaurant disappointment March 03, 2006 03:58AM |
Admin Registered: 18 years ago Posts: 7,920 |
I don't generally feel concerned about naming restaurants either in praise or critically but in this case the response to my comments but in this case the chef is not known for his quiet disposition and.....
difficult to word really but I guess I don't feel like making the mountain any bigger than it has already become.
I won't eat there again under the same chef but then I don't go to Hawkes Bay that often
PS Our meal at Craggy Range was gorgeous, Providore was good with exemplary service and Clifton Bay Cafe was great.
I haven't tried.... hmm name alludes me but they were runner up in the latest Cuisine winery restaurant awards and I would like to go there.
difficult to word really but I guess I don't feel like making the mountain any bigger than it has already become.
I won't eat there again under the same chef but then I don't go to Hawkes Bay that often
PS Our meal at Craggy Range was gorgeous, Providore was good with exemplary service and Clifton Bay Cafe was great.
I haven't tried.... hmm name alludes me but they were runner up in the latest Cuisine winery restaurant awards and I would like to go there.
Re: Restaurant disappointment March 03, 2006 08:12AM |
Registered: 18 years ago Posts: 194 |
I do question the restaurant staff if service is taking too long or even walk out if especially bad but I am always afraid to send back food.
Maybe I have seen too many ads on tv promoting those awful reality shows where disgruntled kitchen staff do unspeakable things to food of customers they don't like but I am always wary of sending food back for that reason.
Maybe I have seen too many ads on tv promoting those awful reality shows where disgruntled kitchen staff do unspeakable things to food of customers they don't like but I am always wary of sending food back for that reason.
Re: Restaurant disappointment March 03, 2006 08:19AM |
Registered: 18 years ago Posts: 639 |
Re: Restaurant disappointment March 03, 2006 10:09AM |
Registered: 18 years ago Posts: 156 |
At most of the Restaurants I have been to the Food and service have been ok.
But on saying I have ordered things off the menu with a flash sounding name and when it arrives, it's really boring and taste plain. I hate it when the waiter forgets about you...
but I also hate it when they hang around you like a bad smell.
Warrick
But on saying I have ordered things off the menu with a flash sounding name and when it arrives, it's really boring and taste plain. I hate it when the waiter forgets about you...
but I also hate it when they hang around you like a bad smell.
Warrick
Re: Restaurant disappointment March 03, 2006 10:45AM |
Admin Registered: 18 years ago Posts: 7,920 |
Re: Restaurant disappointment March 03, 2006 11:08AM |
Registered: 18 years ago Posts: 639 |
I'm abysmally travelled within New Zealand... I haven't been there, but the menu does look extremely nice.
I don't know if I've had any wine from them either; but I've had some very nice reds from the area where they are located. I hadn't realised that the vineyards in the area had joined together to do the Gimblett Gravels appellation thingamer; but I guess it makes sense (:
I don't know if I've had any wine from them either; but I've had some very nice reds from the area where they are located. I hadn't realised that the vineyards in the area had joined together to do the Gimblett Gravels appellation thingamer; but I guess it makes sense (:
Re: Restaurant disappointment March 03, 2006 12:40PM |
Registered: 18 years ago Posts: 2,630 |
I am not not one of the lucky ones who have had the chance to have fine dining.
The most expensive restuarant I have been was an italian one here in town and all i ordered was the pasta as I couldnt afford the expensive steak. But others i have spoken to say its a really beautiful steak he cooks.
But anyway, I have been into family restaurant in Rotorua where we always have good service but a few times I have asked for something to be removed or added to my food and it hasnt happened and silly me never complains. But after reading this post I will after all its the service I pay for.
Plus this restaurant seems to rush you, we had 3 courses over and done with with in 40 minutes. I wasnt to impressed, they werent busy so there was no need. I like to enjoy my time out and especially at a restuarant as me being me, the amount I spend at a restaurant is say equal to 1 weeks groceries for me and my family so thats why we never go out any more. I cant justify spending that much. Like the amount Helen spent on her meal I would hope for excellent service but you will never see me in one of those places unless i won lotto, but then i would probably stock up my pantry and freezer instead....
Just my way of thinking I guess.
Zeetra
The most expensive restuarant I have been was an italian one here in town and all i ordered was the pasta as I couldnt afford the expensive steak. But others i have spoken to say its a really beautiful steak he cooks.
But anyway, I have been into family restaurant in Rotorua where we always have good service but a few times I have asked for something to be removed or added to my food and it hasnt happened and silly me never complains. But after reading this post I will after all its the service I pay for.
Plus this restaurant seems to rush you, we had 3 courses over and done with with in 40 minutes. I wasnt to impressed, they werent busy so there was no need. I like to enjoy my time out and especially at a restuarant as me being me, the amount I spend at a restaurant is say equal to 1 weeks groceries for me and my family so thats why we never go out any more. I cant justify spending that much. Like the amount Helen spent on her meal I would hope for excellent service but you will never see me in one of those places unless i won lotto, but then i would probably stock up my pantry and freezer instead....
Just my way of thinking I guess.
Zeetra
Re: Restaurant disappointment March 03, 2006 11:46PM |
Registered: 18 years ago Posts: 184 |
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