Sending meal back in restaurant..plate warm -pie cold

Cabbie21

Bea65

Cabbie21

Bea65, what did you want to happen when you said the pie was cold? Politeness, apology, respect, money off, yes, but what would have been the right thing to do with the food, for you?

Don’t understand your comment- I called the waitress over discreetly and said sorry the pie is cold and she said sorry I will return it to kitchen and then some 5/7 minutes later, plate returned- pie had been microwaved IMO

So did you want a completely fresh meal to be cooked from scratch? Is that what you hoped for? Just trying to understand.

Of course OP did, you NEVER serve the same meal twice once it has been rejected you start from scratch and even offer to remove the guest's meal too so they can eat together. when both are ready

David49

One of my pet hates is a normally good restaurant serving a poor meal, especially if you’re there with friends and they have drawn the short straw. I don’t complain and spoil the meal but they do get a bad review online. There is no excuse it takes no more effort to serve a good meal.

It is in my view appalling to complain AFTER you have left the restaurant, if you did not give them the chance to put it right. I have been in catering all my life, and have always been happy to put a complaint right on the spot, but people who eat their food then tell the world how awful it was afterwards ig my pet hate. It is so hard to get a good reputation, these people can ruin so much by their actions. Every chef will try to send the food out to their best ability, if it is not how you like/want it give them a chance to please you which is after all what they are there for and want to do.

I personally think you should have said something at the time. My daughters own a cafe and they much prefer that customers speak up immediately if something is wrong.

We all have to learn how to complain if food in restaurants is not good. It is embarassing but if not edible it has to be sent back, replaced or refunded especially at todays prices.

I always send back food if it isn’t right…particularly if it isn’t cooked through. I always do it with a smile. Don’t shoot the messenger etc etc.

Firstly, I always ask if the plates are hot when I order. I have sent many a steak back when I asked for well done and it appears oozing blood. I don’t have any problem doing that, you are paying and you should have it exactly as you want it.

I’ve sent meals back to the kitchen on two occasions, the first time I apologised and got a reheated meal. The second time I didn’t apologise and also told them I wouldn’t accept a reheated meal, as I wouldn’t feel safe eating the meal. The manager came over and apologised and took 50% off the cost of the main course, which I thought was a reasonable way to deal with the situation.

I had a giggle at the other posts about French people thinking we’re too polite. I worked in a customer relations department of a large insurance company, and had quite a few complaints from customers who’d either broken down or had a road traffic accident on the continent and the customers were shocked they didn’t get the same level of service as in the UK. We were told by some of our French colleagues that on the continent companies aren’t as focused on customer service as uk companies.

That’s a very British thing, isn’t it, starting a complaint with ‘sorry’! And responding politely to ‘was everything alright?’ even when it wasn’t.
But we must be brave enough to TELL the restaurant when there’s a problem, to their face. It’s only fair.

Very sad but it appears that service and food quality has really gone down - certainly not the price I may add. It’s only going to get worse as NI employers contribution and basic wage increases kick in. We recently had a bad experience at a very top country hotel with two friends - service was dreadful and quality of food dire. My husband discreetly complained and they did cut the bill from £275 to £110 - that was without pudding or coffee - service was so slow our taxi was on the way. There were plenty of staff but no one knew what they were doing including the chef obviously. Not an ideal way to spend an evening that we had been looking forward to for ages - my god I even wore a dress!!!! Is it me but has the standard gone down generally? Can’t remember the last really good meal.

Perfectly within your rights to send it back.
Don't visit again and put a review on Trust pilot/ TripAdvisor - more effective than complaining to the management from my experience. I complained recently in a posh restaurant when a meal was inedible and I had to leave it all on the plate after tasting a mouthful. They didn't charge me for it but it spoilt the experience.

Bea65

Cabbie21

Bea65, what did you want to happen when you said the pie was cold? Politeness, apology, respect, money off, yes, but what would have been the right thing to do with the food, for you?

Don’t understand your comment- I called the waitress over discreetly and said sorry the pie is cold and she said sorry I will return it to kitchen and then some 5/7 minutes later, plate returned- pie had been microwaved IMO

So did you want a completely fresh meal to be cooked from scratch? Is that what you hoped for? Just trying to understand.

Primrose53

I have a French friend and she says that British people allow restaurants etc to get away with too much. She says that in France if your meal is not up to standard just tell them and walk out. She says we are too timid and self conscious.

I completely agree Primrose.. being half French I don't believe how different the countries are in this respect..

I have a French friend and she says that British people allow restaurants etc to get away with too much. She says that in France if your meal is not up to standard just tell them and walk out. She says we are too timid and self conscious.

MissInterpreted What I meant to emphasise is that the restaurant was very busy with staff shortages. The service was slow because if this but I guess I was seeing it from their point of view having worked in hotels, restaurants and
cafés.
The food was OK . It didn't merit the awful review DD gave it. I'm sure they knew it was our party too so we could never go there again.

I don't get why you would think writing a bad review on TripAdvisor is over the top. That's exactly what I would do too. I regularly review places on TA and the vast majority of my reviews are good - but I have been known to leave a poor review if there were issues.

We took DD and family out to a country pub for Sunday lunch a few years back. It was really crowded and short staffed so we had to wait ages for our meals which were pretty ordinary.
Because it was her recommendation, and she had made the booking, DD was embarrassed by the poor
service she had to hunt down a highchair etc and afterwards she said she would complain to the manager.
What she did do is write them a stinker of a review on tripadvisor which we, her parents, and her DGP thought was over the top.

madeleine45

Nothing to be sorry for. It cheers me to think I am not the only one up at this time. When you know that the restaurant is usually good it is both a shock and a disappointment when you get something like this. We can all have an off day of course, no one is perfect. However I would not have reacted as you did so
1. Ignore your daughters scowl or whatever anyone else who is with you does. The issue is with your food. She was happy with hers , but in no way would I let someone intimidate me , or stop me from dealing with my own situation
2. I would have done as you did first and allowed that there may be a one off and let them take it away. However, when it is clear that all they have done is , take the pie and shove it in the microwave to just heat it up, with no care at all , I would have asked to see either the chef or the manager, and refused to eat it. If I bothered to eat anything at all after that it would be something completely different , so there was no chance of your waiting to be re served a poorly made dish.
3. You need to learn (practice in front of a mirror on your own) not to say Sorry for a start. Then again I mentally rehearse my complaints whether it is food or clothes or whatever. I was head of communications in several large companies, which meant that I had , in those days telex , teleprinters, some computers and the telephonists. The telephonists are the first people you speak to when you ring to complain. They answer you quickly and politely and ask who you wish to speak to. Yet many people dont even stop to recognise that their complaint is with the maintenance or the accounts or whatever. The fact that they ring at a busy time, or your employer is too mean to have enough staff to keep up with the calls, can mean that they have had to wait to be answered. Of course they are angry that they are kept waiting , but if they thought for one moment, they would realize that the person answering them was not part of the problem. I know that in one firm I was known as the Dragon, as I would be very quick to intervene and ask that my staff were treated politely. So in your case, I would not say Sorry, but would ask to speak to the manager or chef in a firm but not raised voice. Look the waiter in the eye, dont mumble and then sit very still, dont fiddle with the cutlery or fidget, and just sit quietly, showing that you have no intention to do anything until someone has come to speak with you. When they arrive, you can begin by saying you were very disappointed on this occasion , as you have always been pleased (or satisfied) in the past but that today, not only was it not fit to eat, but when it was brought back it was obvious that it had just been heated up.
4. The response should be an immediate apology, followed by an offer of a another dish of your choice, and of course you would not be expected to pay for the food in question. I would also expect to be offered some sort of compensation, for example, offered a glass of wine or a coffee free.
5 if that is the response you get, all is well and good, and you can leave , saying it has been a shame today but you hope things will be better next time. If you are a regular customer and they know you they will be pleased to be able to redeem themselves. This shows you as being reasonable and prepared to give them another chance. That you are not trying to get free food by complaining whenever you go out etc.
6. If there is any blustering, or bad attitude, where they try to blame you as the customer, then state that you will not pay for your food, as it was inedible, pay in cash for the meal that your daughter had (dont give your details or card) and then get up, collect your things in a calm manner and leave.

(I am assuming from your post that you only tried one small mouthful. In the past I was once sat in a restaurant where a man ate at least half of the meal and then complained!. You could understand if you had suddenly found a foreign object or something on the plate but surely you know after a couple of forkfuls that there is a problem!!)

I have lived abroad, and travelled widely, and have ranged from being the host of a large party to many times eating alone. Eating alone, I am quite happy not to take a table for 4 or whatever , but if they try to shunt me off to the table near the toilets or the banging door near the kitchen, I just look round for a suitable table and go across and sit down. If it did not say reserved on it , they can not complain. Only once was I asked to go to a very inferior table as I was on my own. I replied, no I preferred the table by the window. It was quite lucky that I also had a reservation for the following week for 4 of us from the firm to go there for lunch. The waiter ,obviously did not know me and said that he was expecting someone who always sat at the table I wanted. I replied that then they should have reserved it. He began to bluster and I just looked at him, said dont bother I will go elsewhere where I will get better service. Then added by the way you can cancel next weeks booking and it is unlikely that our firm will use you again. At that he looked worried and said Oh sorry , sit where you like. My reply was that I would like to sit in another restaurant and that in the future he should not make assumptions , because a woman came alone on that occasion. I hope that that made him think about his attitude. At the same time if somewhere is busy, I would try and find a small table and not take up one laid for four, but if it is just a quick lunch I say to the waiter that I am happy to share a table if anyone wishes to join me. Always remember that you are the customer and are equal to any other customer who pays their bill. The more we expect respect, the more we get it.
I try to live my life like the old adage "Do as you would be done by" but that also includes expect to be treated in a polite and respectable way and dont accept less. I think that a new years resolution especially for all women eating out alone should be I wont be treated in a less respectful manner than a man or a larger group. My money is as good as anyone!!

I am so impressed with your response ,courtesy and common sense. Your reply is wonderful.

Cabbie21

Bea65, what did you want to happen when you said the pie was cold? Politeness, apology, respect, money off, yes, but what would have been the right thing to do with the food, for you?

Don’t understand your comment- I called the waitress over discreetly and said sorry the pie is cold and she said sorry I will return it to kitchen and then some 5/7 minutes later, plate returned- pie had been microwaved IMO

David49

One of my pet hates is a normally good restaurant serving a poor meal, especially if you’re there with friends and they have drawn the short straw. I don’t complain and spoil the meal but they do get a bad review online. There is no excuse it takes no more effort to serve a good meal.

Agree David ..have received ‘hope you enjoyed your visit’ email and completed the survey - this was a special evening for us and it was spoilt…
This is what puts me off dining out at this time of year as can be a hit and miss situation 🎄

Bea65, what did you want to happen when you said the pie was cold? Politeness, apology, respect, money off, yes, but what would have been the right thing to do with the food, for you?

If you don't expect consideration, you won't get it - I totally agree with you Madeleine! It means that if you don't communicate your needs and clearly indicate that you deserve to be treated with respect and thoughtfulness, people are less likely to naturally provide it; essentially, you need to actively assert your need for consideration to receive it in most situations. I’m proactive when I need to be. It can be done nicely (and discreetly - also important).

But as I am 75 and 3/4 there's not much chance now!!

I want to be you when I grow up. Madeleine45

We had a lunch out on a Sunday. Large country pub but very quiet. Skinny little male waiter seemed ok. OH just wanted an omelet but when it came it looked horrible and OH said it didn’t taste right so called the waiter back and explained the problem. He said he would get the chef. She was the opposite - big and quarrelsome. She picked up my husband’s fork (!) and tried the food, declared there was nothing wrong and stomped back to the kitchen. We didn’t pay for it but the waiter was more scared of her and hurried us out. Laugh about it now but it did spoil a rare day out. Never went back but I don’t think they would have lasted long - we should have paid more attention to the quiet car park

I had some liver at a local restaurant. It was bitter. I complained at the time but the chef didn’t come out. Nothing was done. My son was paying for the bill and he didn’t like me making a fuss but when I got home I emailed them and they sent me a voucher for £15 but I would never eat there again anyway.