Nightmare customer service experience in Philly!
Sep 25th, 2006, 03:22 PM
#61
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I was told once that not everyone will like you. I have grown up to expand that to "not everyone will be nice to you".
You got treated poorly over $1.86. So, you leave and don't go back. You tell your friends about your experience, they tell you "Oh, you poor thing! What a horrible place! I'll never eat there!" and you go on your way. Maybe you write a letter to the business telling them how poorly they treated you.
Why is it necessary to search the internet for a forum to tell a bunch of strangers the story? I take the stories my friends and family tell with a grain of salt, so why should I read a post from a stranger and say "Oh dear, what a horrid little deli - I'm never going there!"?
As other posters have indicated, there are two sides to every story. I'm less likely to take a negative seriously from someone who has never posted than I am from someone who has posted enough to have a sense of how they react to things.
You got treated poorly over $1.86. So, you leave and don't go back. You tell your friends about your experience, they tell you "Oh, you poor thing! What a horrible place! I'll never eat there!" and you go on your way. Maybe you write a letter to the business telling them how poorly they treated you.
Why is it necessary to search the internet for a forum to tell a bunch of strangers the story? I take the stories my friends and family tell with a grain of salt, so why should I read a post from a stranger and say "Oh dear, what a horrid little deli - I'm never going there!"?
As other posters have indicated, there are two sides to every story. I'm less likely to take a negative seriously from someone who has never posted than I am from someone who has posted enough to have a sense of how they react to things.
Sep 25th, 2006, 03:24 PM
#63
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If the customer says "oops, you're right, forgot to pay for the coffee: that's one thing; but if a customer insists that they paid for something (esp. so trivial), you smile and say "thanks for your patronage, come again." Even if you think they stole the $1.86. That's how you stay in business.
Sep 25th, 2006, 03:24 PM
#64
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"What is a Consumer Advocate?
Definition: A Consumer Advocate is an individual who pleads the case of the consumer and calls the attention to issues that concern the customer."
So an aggressive consumer advocate would be a person who AGGRESSIVELY pleads the case of the consumer and. . . .
Wyatt, are you sure you have your own website? Are you sure you have a good grasp of the English language?
Definition: A Consumer Advocate is an individual who pleads the case of the consumer and calls the attention to issues that concern the customer."
So an aggressive consumer advocate would be a person who AGGRESSIVELY pleads the case of the consumer and. . . .
Wyatt, are you sure you have your own website? Are you sure you have a good grasp of the English language?
Sep 25th, 2006, 03:42 PM
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OK, in thinking about my last response, I'm getting the idea that maybe the idea was that Dick's end result was in favor of the restaurant, not the customer?
In theory, an aggressive consumer advocate would make the call to find out -- supposedly to help the consumer's case, but an honest one would report the findings as they are even if it didn't help the case.
In theory, an aggressive consumer advocate would make the call to find out -- supposedly to help the consumer's case, but an honest one would report the findings as they are even if it didn't help the case.
Sep 25th, 2006, 03:43 PM
#66
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Neo, you have me confused with that guy who's been posting his weird website. I knew that would cause confusion since our screen names are so similar. You can click on my name and see that we're indeed 2 different posters.
My point was that Dick said he is a consumer advocate, yet CChaplin is the consumer in this case. It really doesn't matter I guess, think I'll leave this thread be.
My point was that Dick said he is a consumer advocate, yet CChaplin is the consumer in this case. It really doesn't matter I guess, think I'll leave this thread be.
Sep 25th, 2006, 05:11 PM
#68
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Sometimes it's just the principal of the thing.
There is a pizzeria in my neighborhood that I will no longer order from because of the way they treated my brother and father recently.
Synopsis: Brother and father enter pizzaria for a few slices and a pop. Teenage employees, who are all goofing around, don't take time to notice people waiting to place an order. Brother and father order a few slices and WATER. They are given two empty cups with no explanation.
Brother and father (ages 50 and 82) sit down in seating area with empty cups. They approach the drink area and there is nothing there indicating "water." Brother, confused, puts about 1/2" of 7 UP in cup just to satisfy his thirst, because there is no indication of water. He's "guessing" they will bring him water.
Well, he gets verbally attacked by an employee. "You ordered water, but put pop in your cup!" They have hidden cameras in the pizzeria. My brother immediately offered to pay for his "misunderstood" offense, but was threatened even more.
Yes, teenagers, etc. might take advantage of the "pay for water, but take pop" situation. BUT, give the (50 + 82 year old) customer the benefit of the doubt. As it turns out, the water outlet was not properly marked.
I called and talked to the manager. I got a smart mouthed 20 something know it all. It might seem small, it might seem silly. But guess what, I will not order pizza from this place again. And I will tell other people about it.
And BTW, my husband is in the food service/bartending business as a side thing, so I understand the $$$ side of it. But I truly believe (unless you're an a-hole), the customer is always right).
It's not always the $$$ amount, but the "principal" of the thing.
There is a pizzeria in my neighborhood that I will no longer order from because of the way they treated my brother and father recently.
Synopsis: Brother and father enter pizzaria for a few slices and a pop. Teenage employees, who are all goofing around, don't take time to notice people waiting to place an order. Brother and father order a few slices and WATER. They are given two empty cups with no explanation.
Brother and father (ages 50 and 82) sit down in seating area with empty cups. They approach the drink area and there is nothing there indicating "water." Brother, confused, puts about 1/2" of 7 UP in cup just to satisfy his thirst, because there is no indication of water. He's "guessing" they will bring him water.
Well, he gets verbally attacked by an employee. "You ordered water, but put pop in your cup!" They have hidden cameras in the pizzeria. My brother immediately offered to pay for his "misunderstood" offense, but was threatened even more.
Yes, teenagers, etc. might take advantage of the "pay for water, but take pop" situation. BUT, give the (50 + 82 year old) customer the benefit of the doubt. As it turns out, the water outlet was not properly marked.
I called and talked to the manager. I got a smart mouthed 20 something know it all. It might seem small, it might seem silly. But guess what, I will not order pizza from this place again. And I will tell other people about it.
And BTW, my husband is in the food service/bartending business as a side thing, so I understand the $$$ side of it. But I truly believe (unless you're an a-hole), the customer is always right).
It's not always the $$$ amount, but the "principal" of the thing.
Sep 25th, 2006, 06:01 PM
#69
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Erm, at Famous 4th St. Deli in Philadelphia, this is pretty much part of the service offered...getting, um, drama with your food. I think it's for those who are feeling guilty about not visiting mama!
Sep 25th, 2006, 07:13 PM
#71
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"Caph, by the way, this is nothing like what got Patrick banned. Patrick did call a restaurant which is often recommended on Fodors and posted correct prices which had been slanderously misrepresented by a new poster. That's a lot different from a story like this which could never be verified anyway."
Very good point, Neo. I agree that the situation was much different. And I started to post earlier that Patrick had been much clearer about his reasons for calling. (Decided not to as I didn't want to get into the whole thing about Dick insisting he did it because he believes in fairness.) However, the similarity is in the fact that Patrick was, at least apparently, banned for calling a restaurant.
It's a little annoying that Patrick was banned for this "offense" even though he had a legitimate reason for doing it. Dick, on the other hand, also calls a restaurant and comes back to tell us a story with a huge hole in it...
BuffaloGirl, I understand completely. I too have quit doing business with a local pizzaria. In my case it was because one of the employees got really nasty on the phone. I can't understand why anyone would want to spend their money with people who treat them badly.
Very good point, Neo. I agree that the situation was much different. And I started to post earlier that Patrick had been much clearer about his reasons for calling. (Decided not to as I didn't want to get into the whole thing about Dick insisting he did it because he believes in fairness.) However, the similarity is in the fact that Patrick was, at least apparently, banned for calling a restaurant.
It's a little annoying that Patrick was banned for this "offense" even though he had a legitimate reason for doing it. Dick, on the other hand, also calls a restaurant and comes back to tell us a story with a huge hole in it...
BuffaloGirl, I understand completely. I too have quit doing business with a local pizzaria. In my case it was because one of the employees got really nasty on the phone. I can't understand why anyone would want to spend their money with people who treat them badly.
Sep 25th, 2006, 07:18 PM
#73
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The story CChaplain relates sounds more like one that would have occured under the previous management of The Famous than the current management which I've found to be absolutely professional. The owner -- a man, btw, though his wife works with him -- has opened and/or revitalized a number of other delis quite successfully, then sold them to start afresh. (Many excellent entrepreneurial types do this with diners and delis, basically creating a business, getting it operating smoothly, then selling it at a fabulous profit to someone who essentially wants to buy a "going" business.)
Which is not to say the events CChaplin reports could not have happened exactly as she states. But that experience, as another posted observered, is hardly the worst possible restaurant experience.
Had it happenend to me on my first visit to a restaurant, I might decide to stay away. But I also would not have broadcast it unless I had evidence that this was the standard level of service at the restaurant. That's why I stopped patronizing the previous owner of the Famous: the terrible service I had not once, but thrice. I was willing to give them the benefit of a doubt, but only to a point.
I've eaten at The Famous under its new management about half a dozen times and have always found the service not merely competent, but efficient and pleasant. I'm sorry you didn't have the same experience.
Question, CChaplin. You state that "because this place is so popular, I felt I had to share." Would you share if it was less popular?
Which is not to say the events CChaplin reports could not have happened exactly as she states. But that experience, as another posted observered, is hardly the worst possible restaurant experience.
Had it happenend to me on my first visit to a restaurant, I might decide to stay away. But I also would not have broadcast it unless I had evidence that this was the standard level of service at the restaurant. That's why I stopped patronizing the previous owner of the Famous: the terrible service I had not once, but thrice. I was willing to give them the benefit of a doubt, but only to a point.
I've eaten at The Famous under its new management about half a dozen times and have always found the service not merely competent, but efficient and pleasant. I'm sorry you didn't have the same experience.
Question, CChaplin. You state that "because this place is so popular, I felt I had to share." Would you share if it was less popular?
Sep 25th, 2006, 09:00 PM
#77
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Who am I?
I'm a Philadelphia resident (since 1979, originally from North Jersey). I came to this forum because someone on a food-oriented forum's Philadelphia board posted a link to this one, given that a Philadelphia restaurant is the subject. I'm not in the restaurant or any other business (I'm a retired ex-newspaper person and flack) nor do I have any relationship to the proprietor of The Famous other than being a customer about once every month or so.
As for the name The Famous, I agree it's a pitiful one, but that's its name, and has been since, iirc, the 1930s. I never thought it was worth that moniker under the old ownership (at least since I came to town 27 years ago), though I think under the new ownership it deserves to be, if not famous, at least well known.
And puh-leeze, the screen name is ralphie124c41 (read it aloud), not ralphie!
And, just to reinforce my earlier evaluation, while CChaplin's complaint may well be valid, her reaction is overwrought. Only the most sheltered and delicate of souls can call such an experience "the worst experience of my life in a restaurant". Now food poisoning, that would qualify.
I'm a Philadelphia resident (since 1979, originally from North Jersey). I came to this forum because someone on a food-oriented forum's Philadelphia board posted a link to this one, given that a Philadelphia restaurant is the subject. I'm not in the restaurant or any other business (I'm a retired ex-newspaper person and flack) nor do I have any relationship to the proprietor of The Famous other than being a customer about once every month or so.
As for the name The Famous, I agree it's a pitiful one, but that's its name, and has been since, iirc, the 1930s. I never thought it was worth that moniker under the old ownership (at least since I came to town 27 years ago), though I think under the new ownership it deserves to be, if not famous, at least well known.
And puh-leeze, the screen name is ralphie124c41 (read it aloud), not ralphie!
And, just to reinforce my earlier evaluation, while CChaplin's complaint may well be valid, her reaction is overwrought. Only the most sheltered and delicate of souls can call such an experience "the worst experience of my life in a restaurant". Now food poisoning, that would qualify.
Sep 25th, 2006, 09:15 PM
#78
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I have family members in the restaurant business (they own several) and I asked one of them what they would have done and they said they NEVER would have asked for money for a cup of coffee from a customer who just had a sit down meal in their restaurant. As he said, it is this kind of situation that can be told to many, many people and really hurt the business. Coffee is not worth it even if it was not paid for!!!
Sep 26th, 2006, 04:58 AM
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Well, I'm in the restaurant biz, and I simply would have looked at the cash register journal tape to see if the customer had paid. Before accusing her.
Maybe "famous" is the kind of place that doesn't put journal tapes in their register...
And by the way, I do NOT subscribe to the "customer is always right". But I am always POLITE about it! (I once caught a lady who had bought a $2 sandwich stuffing her purse with straws, sugars, salt, pepper, etc. I quietly leaned over and told her that was stealing. You should have heard the language this gal used! She was entitled to that stuff!!!)
Maybe "famous" is the kind of place that doesn't put journal tapes in their register...
And by the way, I do NOT subscribe to the "customer is always right". But I am always POLITE about it! (I once caught a lady who had bought a $2 sandwich stuffing her purse with straws, sugars, salt, pepper, etc. I quietly leaned over and told her that was stealing. You should have heard the language this gal used! She was entitled to that stuff!!!)
Sep 26th, 2006, 05:18 AM
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Joan, you're correct.....the customer isn't "always" right. I'm sure there are many instances of people stealing, walking out on their bills, etc.
I think what I meant is that the benefit of the doubt should be given, when possible.
In my father and brother's case, they were handed empty cups, there was no obvious place to get water (except the bathroom sink), and my brother couldn't get the attention of the counter girl because she was busy flirting with the pizza boys in the back. So my brother (who does not drink pop) put one small splash in one cup - really, about a 1/2 inch, when he and my father were verbally assaulted by a young employee. The employee gave my brother and father (my mother just died the day before) a loud, embaressing, tongue lashing.
No benefit of the doubt given there.
Neopolitan:
I think what I meant is that the benefit of the doubt should be given, when possible.
In my father and brother's case, they were handed empty cups, there was no obvious place to get water (except the bathroom sink), and my brother couldn't get the attention of the counter girl because she was busy flirting with the pizza boys in the back. So my brother (who does not drink pop) put one small splash in one cup - really, about a 1/2 inch, when he and my father were verbally assaulted by a young employee. The employee gave my brother and father (my mother just died the day before) a loud, embaressing, tongue lashing.
No benefit of the doubt given there.
Neopolitan:
