Who's Afraid to Send Back Their Food
Jun 20th, 2005, 09:34 AM
#41
Join Date: Apr 2003
Posts: 357
Likes: 0
Received 0 Likes
on
0 Posts
I, too, worked in both restaurants and hotels for twenty-one years. I have worked in and run everything from 300 seat steak and seafood houses, to fifty seat four-star, four-diamond, gourmet rooms. If you're a consistently rude restaurant patron--I don't care where you're dining--someone will eventually mess with your food. Again, only if
you're a jerk.
Most restaurants and hotels won't prosecute people they catch tampering with food because it's terrible publicity for them. Imagine the headline, "Waiter Caught Peing in Soup at Joe's Cafe" and it's easy to understand why restaurants do little more than fire the perpetrators.
Personally, I have fired eight people over the years for tampering with food. And convinced the businesses to prosecute three of the most severe offenders (caught on tape). One of them actually served jail time.
All of that said; however, I can honestly say I have never caught (nor heard a reliable story of) anyone doing it "just for fun." In all the cases I have seen or heard about, it was always done out of "revenge"--generally by a server or other restaurant worker who felt "wronged" by a specific customer.
Do I ever send back food? Absolutely. But I'm always nice to the people who bring and prepare my food.
AL
you're a jerk.
Most restaurants and hotels won't prosecute people they catch tampering with food because it's terrible publicity for them. Imagine the headline, "Waiter Caught Peing in Soup at Joe's Cafe" and it's easy to understand why restaurants do little more than fire the perpetrators.
Personally, I have fired eight people over the years for tampering with food. And convinced the businesses to prosecute three of the most severe offenders (caught on tape). One of them actually served jail time.
All of that said; however, I can honestly say I have never caught (nor heard a reliable story of) anyone doing it "just for fun." In all the cases I have seen or heard about, it was always done out of "revenge"--generally by a server or other restaurant worker who felt "wronged" by a specific customer.
Do I ever send back food? Absolutely. But I'm always nice to the people who bring and prepare my food.
AL
Jun 20th, 2005, 10:34 AM
#42
Join Date: Aug 2003
Posts: 3,122
Likes: 0
Received 0 Likes
on
0 Posts
I'm wimpy too, and have worked in the food industry before. I would never dream of doing bad stuff to people's food, but if I ever sent things back I am afraid it could happen, I only send back if it is simply not what I ordered at all...I won't go back to the restaurant if I give it a couple of chances and I just don't like it.
Jun 20th, 2005, 10:40 AM
#43
Join Date: Apr 2003
Posts: 2,364
Likes: 0
Received 0 Likes
on
0 Posts
I've also heard enough of these stories from my children's friends who have worked in the industry to believe them. However, I think it's more prevalent in chain-type restaurants that tend to hire younger, more inexperienced servers.
That being said, I agree that I only send something back if it's simply wrong (undercooked, not as described, etc.). I had a friend who would send something back if she simply didn't care for it. That always made me crazy, since why is it the chef's fault if she orders a perfectly prepared dish that doesn't match her taste buds? By the way, I no longer dine out with this person.
That being said, I agree that I only send something back if it's simply wrong (undercooked, not as described, etc.). I had a friend who would send something back if she simply didn't care for it. That always made me crazy, since why is it the chef's fault if she orders a perfectly prepared dish that doesn't match her taste buds? By the way, I no longer dine out with this person.
Jun 20th, 2005, 11:27 AM
#44
Join Date: May 2003
Posts: 304
Likes: 0
Received 0 Likes
on
0 Posts
I've sent food back a few times. Your cue is when the server asks how everything is.
Once at a Kansas City steakhouse, my husband and I ordered the same cut. His was great and mine was total gristle. I asked for a different one, which they provided, along with another loaded potato and a free piece of pie ala mode.
At a place about 50 miles from home, I ordered the salmon and wanted it blackened. The manager came over and explained they didn't blacken it. But she said, "We've never had a complaint about our salmon, but if you don't like it, let me know and we'll give you something else." (It was fabulous.)
Once at a Kansas City steakhouse, my husband and I ordered the same cut. His was great and mine was total gristle. I asked for a different one, which they provided, along with another loaded potato and a free piece of pie ala mode.
At a place about 50 miles from home, I ordered the salmon and wanted it blackened. The manager came over and explained they didn't blacken it. But she said, "We've never had a complaint about our salmon, but if you don't like it, let me know and we'll give you something else." (It was fabulous.)
Jun 20th, 2005, 12:14 PM
#45
Join Date: Apr 2003
Posts: 1,193
Likes: 0
Received 0 Likes
on
0 Posts
I've rarely sent food back, but I am not afraid to. I think it depends on the attitude of the customer. The times I've sent food back was because it was 1.) cold (and should have been hot), 2.) was not prepared to my wishes, or 3.) simply inedible. I went to one restaurant where I wanted to have the Fish and Chips, but the restaurant served it with a tarter sauce that was something that I've never tasted before and could not eat. (Spicy mayo sort of thing) I spoke to the waiter politely, and when I was told the restaurant did not have the type of sauce I wanted, he suggested another entree which turned out to be much better. Did he "do" something to the food? I doubt it. His suggestion was far better than what I had wanted, I was more than satisfied, and it encouraged me to come back to the restaurant.
There is one restaurant in our area (Chili's) that will ask you to cut into your steak to ensure it is done exactly as you wish. I appreciate that!
There is one restaurant in our area (Chili's) that will ask you to cut into your steak to ensure it is done exactly as you wish. I appreciate that!
Jun 20th, 2005, 12:33 PM
#46
Join Date: Apr 2003
Posts: 2,364
Likes: 0
Received 0 Likes
on
0 Posts
Chele60, your comment about sending food back when it was cold reminded me of an incident I had forgotten about when my husband did just that. He explained that his meal was cold (and it wasn't supposed to be), and then to our complete disbelief, the waitress reached over an placed her hand on the food to check the temperature, and said it didn't feel that cold to her! At that point, we were speechless. Finally, my husband explained that it didn't matter anymore whether it was hot or cold, because he wasn't going to eat it now!
Jun 21st, 2005, 12:43 PM
#47
Join Date: Mar 2005
Posts: 156
Likes: 0
Received 0 Likes
on
0 Posts
As a server myself, I have to say that I've never seen a co-worker of mine seek revenge on a customer who didn't like the food. At decent places, chefs take pride in their work--- if the food is brought back-- they're going to fix it properly.
While I understand not wanting to make a scene, restaurants readily appreciate customers who return food if the food is prepared improperly. It gives them a chance to do the right thing, to fix it, and to keep the possibility open of you returning again. No restaurant is perfect and there will be off nights.
Good restaurants will appreciate your complaint--- if there's something really wrong then you have saved them from serving a faulty product to another customer.
Also, if you really just don't care for something and cannot imagine eating it--stop. Seriously, send it back.
Please be polite though.
Servers just want to make you happy-- it's the cook's fault if the meal isn't good.
While I understand not wanting to make a scene, restaurants readily appreciate customers who return food if the food is prepared improperly. It gives them a chance to do the right thing, to fix it, and to keep the possibility open of you returning again. No restaurant is perfect and there will be off nights.
Good restaurants will appreciate your complaint--- if there's something really wrong then you have saved them from serving a faulty product to another customer.
Also, if you really just don't care for something and cannot imagine eating it--stop. Seriously, send it back.
Please be polite though.
Servers just want to make you happy-- it's the cook's fault if the meal isn't good.
Jun 21st, 2005, 01:19 PM
#48
Join Date: Sep 2004
Posts: 45,322
Likes: 0
Received 0 Likes
on
0 Posts
Going along with Frggler's thought, it is not the server's fault how the food is prepared etc. I think being a food server has to be one of the hardest jobs there is. Of course other occupations are much harder, I didn't mean that, but I cannot imagine working for 8 hours trying to keep every customer happy. And most server's are so pleasant and helpful. I would never take poorly prepared food out on a server or tip them less because of a food problem.
Jun 21st, 2005, 01:33 PM
#49
Join Date: Jan 2003
Posts: 2,936
Likes: 0
Received 0 Likes
on
0 Posts
A couple of weeks ago I sent my dinner back 2x. I rarely ever send food back so it was a big deal that it was sent back twice.
We were at a neighborhood restaurant that we visited 2-3x/mo. I was in the mood for a burger which is on the lunch menu not dinner. However, they have always cheerily accommodated me when I've wanted something from the lunch menu. The burger came out dripping w/BBQ sauce which was not as I ordered it. I sliced it in half and took a bite to see if I would like it but didn't so my husband got the waitress' attention. She had mixed up the name of their different burgers and that's why the wrong type was sent out. She was young and seemed very upset by her mistake even though we understood. What happened next is what got us upset. Without hesitation, the waitress took the burger back to the kitchen. Instead of remaking my meal, the chef/owner scraped off the BBQ sauce and other toppings off the burger, recooked it,stuck it on a roll and sent the waitress back out with it. Remember, I had bitten into the burger and cut it in two!! Did he think I wouldn't notice it was the same burger now way overcooked? I was grossed out that he would put eaten food on a grill with other people's orders! My husband (who incidently has owned and managed a number of restaurants over the last 15yrs) asked to speak to the owner or manager. This is chef-owned restaurant yet the owner refused to come to the front of the house. He told the waitress to comp our dinners but never cam on the floor, even after we politely requested he do so. We didn't want free meals, we expected an apology. The poor sweet waitress was put in a terrible spot. We gave her a generous tip (mistakes happen and we would never hold it against her). We will never go back to that restaurant again and have shared our experience with friends and coworkers. He not only lost 2 loyal customers but friends have told me they will have to think twice before they eat there again.
We were at a neighborhood restaurant that we visited 2-3x/mo. I was in the mood for a burger which is on the lunch menu not dinner. However, they have always cheerily accommodated me when I've wanted something from the lunch menu. The burger came out dripping w/BBQ sauce which was not as I ordered it. I sliced it in half and took a bite to see if I would like it but didn't so my husband got the waitress' attention. She had mixed up the name of their different burgers and that's why the wrong type was sent out. She was young and seemed very upset by her mistake even though we understood. What happened next is what got us upset. Without hesitation, the waitress took the burger back to the kitchen. Instead of remaking my meal, the chef/owner scraped off the BBQ sauce and other toppings off the burger, recooked it,stuck it on a roll and sent the waitress back out with it. Remember, I had bitten into the burger and cut it in two!! Did he think I wouldn't notice it was the same burger now way overcooked? I was grossed out that he would put eaten food on a grill with other people's orders! My husband (who incidently has owned and managed a number of restaurants over the last 15yrs) asked to speak to the owner or manager. This is chef-owned restaurant yet the owner refused to come to the front of the house. He told the waitress to comp our dinners but never cam on the floor, even after we politely requested he do so. We didn't want free meals, we expected an apology. The poor sweet waitress was put in a terrible spot. We gave her a generous tip (mistakes happen and we would never hold it against her). We will never go back to that restaurant again and have shared our experience with friends and coworkers. He not only lost 2 loyal customers but friends have told me they will have to think twice before they eat there again.
Jun 21st, 2005, 01:52 PM
#51
Join Date: Apr 2004
Posts: 16,253
Likes: 0
Received 0 Likes
on
0 Posts
I also, almost never send food back. There are two cases that I can remember doing so and one was at least 25 years ago. It was so gross that I could not tell my mother-in-law who was with me and so I handled it rather sneakily. I was nursing a baby and pretended to withdraw for dubious reasons and then said I was sick so I could not eat after that. I would have made a bigger deal of it, but I didn't want to start a semi-riot. Because the meal was almost over when I actually & originally sat down with my plate (it was a family style where they had dished the first servings out to you) and also because it was a one time thing and not anywhere near our own neck of the woods. It was at a shower that my in-laws were hosting at a distance. I found a huge green grasshopper- almost whole and quite the same color in my green beans. I'll never forget how it looked when I picked up my fork to eat. That was it for eating on that day. I immediately threw my napkin over the plate without even thinking about it. Afterwards I realized my instincts were right or we would have had a Sicilian rebellion on our hands.
The other was for a food that was freezer burned (a steak) and I never went to that restaurant again.
But I must say that although I am not fussy, I do want my coffee hot. I do not like lukewarm soup or coffee. They are supposed to be served hot. So I have asked for another cup or for the soup to be microwaved or reheated, once or twice when it was in a higher end establishment.
I would have done the same as OWJ did. I would tell everybody about that kind of experience.
The other was for a food that was freezer burned (a steak) and I never went to that restaurant again.
But I must say that although I am not fussy, I do want my coffee hot. I do not like lukewarm soup or coffee. They are supposed to be served hot. So I have asked for another cup or for the soup to be microwaved or reheated, once or twice when it was in a higher end establishment.
I would have done the same as OWJ did. I would tell everybody about that kind of experience.
Jun 21st, 2005, 01:58 PM
#52
Join Date: Apr 2004
Posts: 16,253
Likes: 0
Received 0 Likes
on
0 Posts
I should also say that I took the plate when everyone was milling at presents and brought it into the back and did a show and tell.
I would have done more but really couldn't because my mother-in-law was one of those "fragile" histrionic women who would have gone into a emergency room trauma over it.
I would have done more but really couldn't because my mother-in-law was one of those "fragile" histrionic women who would have gone into a emergency room trauma over it.
Jun 21st, 2005, 02:32 PM
#53
Join Date: Jan 2003
Posts: 5,107
Likes: 0
Received 0 Likes
on
0 Posts
JJ5, you are quite right to want your soup hot. My friend who was a health inspector told me that one of the most common violations was soup that was not kept hot enough to be safe, just warm enough to grow bacteria. Ugh.
We had a similar experience to your grasshopper, except it was take-out Chinese (so we couldn't send it back) and the offending insect was in my husband's chopsticks and on its way to his mouth when he realized what it was. (I only wish it was a grasshopper.) Needless to say, the thought of ever going NEAR that restaurant makes me quite ill.
We had a similar experience to your grasshopper, except it was take-out Chinese (so we couldn't send it back) and the offending insect was in my husband's chopsticks and on its way to his mouth when he realized what it was. (I only wish it was a grasshopper.) Needless to say, the thought of ever going NEAR that restaurant makes me quite ill.
Jun 21st, 2005, 02:58 PM
#54
Join Date: Apr 2003
Posts: 1,126
Likes: 0
Received 0 Likes
on
0 Posts
At our favorite steak restaurant the host actually sent the dinner back for us. He passed by our table and saw the steak that had been served to my husband. He said 'that is not 16 oz!'. We wouldn't let him take it, so he sent us a full 16 oz steak all wrapped up 'to go'. I had a great lunch the next day.
Jun 22nd, 2005, 01:02 AM
#55
Join Date: Sep 2004
Posts: 45,322
Likes: 0
Received 0 Likes
on
0 Posts
Interesting stories but oh good grief dear ones, grasshoppers and other bugs, yuck!!! And OWJ, I am glad we did not go to the restaurant that you had the problem with. I can only imagine OWJ2's reaction, LOL. Guess I have been very fortunate, so far I have not encounted any insects or bugs (to my knowledge 
. ) Marilyn, were you as calm about PhilFlash's addition to the food as you were about the espresso? I had a long time friend call today from Phoenix and while talking I told her about the incident and how you said nothing but just calmly handed me your napkin, LOL. We had a good laugh.
. ) Marilyn, were you as calm about PhilFlash's addition to the food as you were about the espresso? I had a long time friend call today from Phoenix and while talking I told her about the incident and how you said nothing but just calmly handed me your napkin, LOL. We had a good laugh.
Jun 22nd, 2005, 09:57 AM
#56
Join Date: Jan 2003
Posts: 5,107
Likes: 0
Received 0 Likes
on
0 Posts
LoveItaly, I am somewhat bug-o-phobic, so the Chinese Take-Out Incident had me fairly freaked out. I can only be grateful the thing was in HIS chopsticks on the way to HIS mouth. But I have an archival quality snapshot of the moment forever engraved on my brain, I am sorry to say.
As for the Infamous Espresso Accident, I would love to convince you that I always remain calm and competent when disaster strikes, but I'm afraid I was actually in shock.
As for the Infamous Espresso Accident, I would love to convince you that I always remain calm and competent when disaster strikes, but I'm afraid I was actually in shock.
Jun 22nd, 2005, 10:24 AM
#57
Join Date: Nov 2004
Posts: 5,967
Likes: 0
Received 0 Likes
on
0 Posts
As long as you are polite and reasonable to the serving staff I would not worry too much. A friend of ours worked in a restaurant and believe me you do NOT want to know what was done to the food of really rude people. However if someone was polite and sent something back (e.g. "My chicken is really underdone and I am not comfortable eating it" or " I am sorry but I really don't like this dish. Would it be possible to get something else". He said in those cases the staff really did understand and would replace it cheerfully with no punative action. As a result when I dine out I have sent back food but I always make a point of being polite to the wait staff and not making a scene or insulting the chief.
Jun 22nd, 2005, 10:30 AM
#58
Join Date: Dec 2003
Posts: 237
Likes: 0
Received 0 Likes
on
0 Posts
Wow, I guess we're in the minority, b/c we've had many occasions where we've sent back food, and we always do so politely (but firmly). Think about it...if you're at a restaurant shelling out major hard-earned money on food, you're paying for something that you're supposed to like.
Only on rare occasions have I encountered servers/mgrs. who are reluctant to remedy the situation. When that has happened, we simply walk out.
C'mon everyone, if something falls completely short of expectations, that's a problem that a restaurant is obligated to fix!!
(I will qualify my statements as saying I am planning on opening up a restaurant with my chef/brother-in-law and our customer service policy will absolutely reflect what I'm talking about.)
Only on rare occasions have I encountered servers/mgrs. who are reluctant to remedy the situation. When that has happened, we simply walk out.
C'mon everyone, if something falls completely short of expectations, that's a problem that a restaurant is obligated to fix!!
(I will qualify my statements as saying I am planning on opening up a restaurant with my chef/brother-in-law and our customer service policy will absolutely reflect what I'm talking about.)
Jun 22nd, 2005, 12:14 PM
#60
Join Date: Aug 2004
Posts: 7,342
Likes: 0
Received 0 Likes
on
0 Posts
I worked in the restaurant business for 17 years and never saw anyone do anything nasty to anyone's food.
It's not a big deal to send something back in a restaurant. It is not that unusual for someone to have to recook or remake a dish.
If the cook is not good, and keeps making stuff wrong, it's better the restaurant know about it so they can retrain or reassign him or her to a different station.
It's not a big deal to send something back in a restaurant. It is not that unusual for someone to have to recook or remake a dish.
If the cook is not good, and keeps making stuff wrong, it's better the restaurant know about it so they can retrain or reassign him or her to a different station.
