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Compliments of the House

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ER2 Sep 7, 2008 11:37 AM

If a dish is clearly unacceptable and has to be sent back, then obviously a restaurant will replace it. However, in addition to the replacement would most Chowhounders expect (hope for?) something more - say a free drink or dessert?

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    jeannieh20 RE: ER2 Sep 7, 2008 12:10 PM

    I think it really depends on how unacceptable it is. For example if it's raw or undercooked then yes I would at least expect a complimentary dish/drink. But if its a matter of you wanting rare and it's over cooked to medium then, you're already getting a new steak - so I wouldn't really expect it. It really depends on the level of customer satisfaction the resto is going for.

    Surprisingly on Friday I was at Jack Astors for lunch and my coworker who ordered wings sent it back as the wings were undercooked. Not only did they send out a new batch but it was on the house and the resto manager came out to make sure everything else was ok! That's the best service I've had at Jack Astors in a long time!!

    2 Replies
    1. re: jeannieh20
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      FrankJBN RE: jeannieh20 Sep 8, 2008 07:42 AM

      "if it's raw or undercooked then yes I would at least expect a complimentary dish/drink. But if its a matter of you wanting rare and it's over cooked to medium then...I wouldn't really expect it."

      So undercooked you want a freebie, but overcooked you don't? What is the difference really?

      1. re: FrankJBN
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        beany RE: FrankJBN Sep 8, 2008 04:57 PM

        Well, in an item like chicken, eating it undercooked could make you sick, but overcooked chicken just results in dryness.

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      Missmoo RE: ER2 Sep 7, 2008 06:20 PM

      I would not expect something free if the temperature is wrong as long as it comes back the right temp after I point it out. I would only expect something like that for a really big mistake, like a lost reservation, or waiting over an hour, or something inedible (that can't be fixed)

      1 Reply
      1. re: Missmoo
        MMRuth RE: Missmoo Sep 8, 2008 05:54 AM

        I agree - mistakes do happen, and unless the meal is rife with problems, I wouldn't expect to to receive something free.

      2. Karl S RE: ER2 Sep 8, 2008 05:17 AM

        No. Expectations of comping are getting way out of hand. There needs to be compounding error to justify that expectation.

        2 Replies
        1. re: Karl S
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          brendastarlet RE: Karl S Sep 8, 2008 05:50 AM

          Not necessary, just take it off the bill and offer a replacement. It is nice to offer a free dessert. I've had restaurants bring the bill and say, "we took the drinks off your bill" and that's a nice gesture.

          1. re: brendastarlet
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            FrankJBN RE: brendastarlet Sep 8, 2008 07:44 AM

            "Not necessary, just take it off the bill and offer a replacement"

            If it is being replaced, why should it be taken off the bill? Shouldn't it be one or the other - take it off bill or replace it?

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          swsidejim RE: ER2 Sep 8, 2008 06:28 AM

          no, just fix the dish, I am not looking for freebies.

          2 Replies
          1. re: swsidejim
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            pollymerase RE: swsidejim Sep 8, 2008 06:48 AM

            Agreed, I go to a restaurant knowing I will spend money and I certainly don't expect to get something for free because someone made an error.

            1. re: swsidejim
              Catskillgirl RE: swsidejim Sep 8, 2008 11:06 AM

              Absolutely. As long as they fix the problem quickly, I'm satisfied. Mistakes happen. I would only think any kind of comp would be in order if the whole meal were rife with mistakes. One problem corrected promptly = full price meal IMHO.

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              marcia RE: ER2 Sep 8, 2008 01:10 PM

              Assuming everything was settled satisfactorily, why should the house give out a freebie? Those who do expect this sound rather entitled to me.

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                Lucia RE: ER2 Sep 8, 2008 05:36 PM

                I think sending something back disrupts the meal. Then the other person(s) at the table are eating while you're sitting there w/o food in front of you. Depending on how egregious the mistake, I might expect something extra, or at least a very gracious apology.

                1. jfood RE: ER2 Sep 8, 2008 07:24 PM

                  Nope, please fix the error, return the dish properly prepared and back on the road again.

                  Life should not be filled with "gotchas".

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