Do you expect a comp? [moved from General Topics]
- rockandroller1 Jun 25, 2011 05:56 AM
About 3 months ago, we ate at a fine dining restaurant in town for a special occasion. Many things went wrong with both service and food, and our bill was not rung up properly either. Rather than spoil the evening out, we tried to make the best of it but left unhappy. We have a pretty small child and rarely go out for such dinners, and with the cost of the dinner and the sitter, it was a let down. I sent an email to the manager afterwards to let him know what had happened. I like this place and have recommended it to many people via word of mouth and online. He emailed me back and we set up a time for him to call me. He apologized and we went over the various things that happened. He offered to have us come in again so they could "take care of dinner for us" and I said I didn't write with that intent, and besides we might not get out again for a long time. He said no bother, the offer stands and at least let us buy you drinks or dessert or something, let me know when you are going to return and just keep my email and respond to it whenever you're coming back.
I responded to his original email earlier this week and said we have another chance to go out, asked if it would be possible for us to return on Friday. He called me and said absolutely, we'd love to have you return and he made the reservation for us himself.
The meal was much better. Food was good, etc. Service was still slow but not awful.
I sort of expected at the very least that the guy would come by and say hi and check to see how things were going, and at the opposite end of the spectrum, that we might be offered a drink or dessert like we discussed on the phone. Nothing. We didn't see anyone that looked like they could be the guy I talked to on the phone (all women at the front/hostess stand, nobody in the dining room that looked like a manager). I suppose I could have gone to the hostess stand and ASKED to talk to so and so "just to say hello" but I don't think I should have had to do that.
I know my fellow hounds will give it to me straight. TECHNICALLY, no, I know we shouldn't have "expected" anything, but we were just treated like any other guest and I thought at least that we would get someone coming by and thanking us for giving them another chance.
I emailed him to follow up when we got home. I just said "thanks for making the reservation, the dinner was much better" and he just responded with a simple reply like "glad it was better for you!"
Would you have expected something extra?
Well, we had been there once before and also had some service problems the first time, but the food was very good so we decided to go back. That's when we had all of the larger problems. This is a very popular and well-rated restaurant in town and the only one that serves this particular type of cuisine in town, so we decided to give it another shot since the manager had been so nice and had offered to buy us drinks or dessert.
- The original comment has been removed
I can see why the OP is a disappointed. There had been a good indication that there was going to be a comp - at least drinks or dessert. The OP would have had a reasonable expectation that the restaurant would actually honour its offer.
Perhaps there was just a simple error of circumstances. You know, the manager guy intended to take care of things on the night, having made the reservation, but was off sick, been fired, abducted by aliens or whatever other reason caused him to be not around that night.