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Do Restaurant Owners Respond To Emails or Reviews? [moved from Seattle board]

  • j

Always amazed to see no responses from restaurant owners in Yelp or Chowhound, etc.
In fact, I sent an email directly to the contact at a restaurant with which I had issues and haven't had a reply.
I guess if I were an owner, I'd respond to the review sites.
What's your take?

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  1. Doesn't Chowhound specifically prohibit such replies?

    4 Replies
    1. re: acgold7

      Not sure but Yelp does allow it.
      Have you ever emailed an owner and gotten a reply?

      1. re: JayDK

        Yes. Had a horrible service experience at a supposedly fine restaurant. I sent them an email when I arrived home and received a phone call the next day. They apologized and offered to send me a GC for the price of my dinner. I thanked them but refused it as I had no intention of going back. Just wanted them to be aware of the problem.

        1. re: Mother of four

          Encountered similar, and still have the GC, but have never used it.

          Many years later, wife wanted to try them again. We did, and they were fabulous, with not one missed step, where they dropped the ball many times, on our first visit.

          We have dined there four times, since, and all was very good to excellent. The GC is still in a drawer in my office, and I will not "cash it in."

          What I care about is my ultimate dining experience, and nothing else.

          I do not complain for some compensation. It is first, to express my dissatisfaction, and then to point out places that the service/food could improve.

          Hunt

          1. re: Bill Hunt

            Well maybe our communication did a little bit to help. Sometimes that's all it takes.....someone that cares to listen and take action.

    2. I'm surprised someone wouldn't respond to a direct email, as it seems like that is part of doing business, and one reason to have contact info on your website. Keeping up with unhappy or uninformed yelpers, on the other hand, probably takes more time and effort than it is worth.

      1. Coming from a head chef owner, I would definitely return a direct email in a timely manner. It takes too much energy to sift through a bunch of anonymous comments. I tell everyone, if you have a problem address it immediately with a manager, that's what they are there for. And if it's a good manager, an establishment that cares and a honest problem it should be fixed with nothing but smiles and apologies. Don't go home and stew about it on the internet, by the time we may read it there is no way fixing it. And if you are too timid to speak to a manager, send a direct email and I'm sure the owner/manager will take all accounts in to consideration and try to keep you as a customer.

        1. Chowhound does not allow owners to post in response to comments, or really to post at all about their establishments. Even posts that mention "I know the mgr/chef/owner" can be pulled. it's in the site rules.

          I have had a couple responses from emails to the restaurant, but my emails were usually compliments - you know - kudos to a spectacular server kind of stuff. If an issue is so bad I need to contact someone, I do it in person at the time.

          1. I have emailed a few complaints/suggestions to restaurants. Most respond and some just ignore.
            CH is very reasonable and sensitive to rants and complaints by first time posters with an axe to grind.