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Old 12-09-2012, 06:56 PM   #46
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Originally Posted by mfd25wife View Post
I wondered if it was Outback. I haven't had bad service, but they have always told me that their cooks cook a level more than you request so request rarer than you like, and they get it right. That seems silly, IMO. If you know they overcook them, retrain the cooks, not the customers.
Exactly.
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Old 12-09-2012, 07:00 PM   #47
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OP, this is on you. Who willingly waits 2 hours to be seated? New place, holiday dining season, not a recipe for a great meal. Give the place a couple of months and try again. As for calling corporate, what exactly do you want out of it?
Personally, I would want the manager to be retrained so that a future visit may be enjoyable. How will corporate know that needs to be done if nobody tells them?
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Old 12-09-2012, 07:35 PM   #48
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Old 12-09-2012, 07:54 PM   #49
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Sorry, yes the op has listed a bad experience and the manager removed the missing items. There is no way of knowing if a glass was accidently broken/chipped at a table or if the guest is looking for a comped meal. As I stated, waiting 2 hours to be seated would be too long for me. OP, if you don't like it, don't go back. Those suggesting contacting corporate are those who look for comped meals and that is something that just shouldn't be expected. Would it be nice, yes, required, no. If this is a new location, give them some slack. For those of you advocating how your individual business would handle it, this isn't your personal business so I don't understand expecting how another business should handle it your way.
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Old 12-09-2012, 07:57 PM   #50
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Originally Posted by mr.bungle View Post
So the bartender made you a fresh martini at the bar and you still expected it for free? Sounds like they made it right and you should have paid for one martini, not zero.
Disagree. This wasn't a drink not made correctly. It was a drink served in a glass that cut the customer.
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Old 12-09-2012, 08:01 PM   #51
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Originally Posted by familyoffive View Post
Sorry, yes the op has listed a bad experience and the manager removed the missing items. There is no way of knowing if a glass was accidently broken/chipped at a table or if the guest is looking for a comped meal. As I stated, waiting 2 hours to be seated would be too long for me. OP, if you don't like it, don't go back. Those suggesting contacting corporate are those who look for comped meals and that is something that just shouldn't be expected. Would it be nice, yes, required, no. If this is a new location, give them some slack. For those of you advocating how your individual business would handle it, this isn't your personal business so I don't understand expecting how another business should handle it your way.
As it is not your personal business, yet you have a view on how it should have been handled. I don't see the difference.
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Old 12-09-2012, 09:18 PM   #52
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Hmmm

Lone star
Outback
Longhorn
Saltgrass
Logan's
Texas roadhouse

??
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Old 12-09-2012, 09:42 PM   #53
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I used to be a bartender and hearing you cut your mouth on a glass makes me think the person making drinks is scooping ice with the martini glasses - Huge mistake!

Anyway, I digress...not only did you get poor service from the bartender, but you did from the server and manager as well. All around horrible experience, and i'd send a note to corporate. I am not one to send back food or complain much but this meal sounds like a complete disaster from start to finish. I am still trying to comprehend how you had to wait an hour and then another hour...unless this was just call ahead seating and your actual wait was 2 hours from the start and not just one.
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Old 12-09-2012, 10:39 PM   #54
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I would write to corporate with your experience. I had to do it once with a chain in our area as service was unacceptable & we had had great experience with the chain in other areas. They did make it right for us & we remain customers. Corporate deserves a chance to make up for the poor service you received from the manager, server & bartender. Corporate should also set out to retrain their employees. I hope your lip is ok and doesn't need further treatment. Management should have taken care of your dinner when you were injuired in their establishment by their dinnerware to prevent problems.
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Old 12-09-2012, 10:49 PM   #55
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Quote:
Originally Posted by mfd25wife View Post
I wondered if it was Outback. I haven't had bad service, but they have always told me that their cooks cook a level more than you request so request rarer than you like, and they get it right. That seems silly, IMO. If you know they overcook them, retrain the cooks, not the customers.
I don't know why but it always seems like it's a 2+ hr wait at Outbacks I've been to and than never fails something in the order was screwed up. I couldn't tell you last time I was in an Outback and I couldn't even tell you where one is around here.
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Old 12-09-2012, 11:05 PM   #56
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Disagree. This wasn't a drink not made correctly. It was a drink served in a glass that cut the customer.
I suppose it depends on how large/visible the imperfection in the glass was. If the customer didn't see it until it was too late, how would a busy bartender see it? I see a lot of folks disagreeing with my previous post but a broken glass is pretty easy to miss and obviously it was missed by the person drinking out of said glass. I think a re-make of the drink was sufficient. Why does it need to be free? Unless there was a large visible, obvious imperfection in the glass I don't think the bar needs to be comping drinks. I can agree with the rest of the issues in the OP but I can't put my finger on it - I wouldn't expect both drinks for free unless it was an obvious mistake.
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Old 12-09-2012, 11:33 PM   #57
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Quote:
Originally Posted by mr.bungle

I suppose it depends on how large/visible the imperfection in the glass was. If the customer didn't see it until it was too late, how would a busy bartender see it? I see a lot of folks disagreeing with my previous post but a broken glass is pretty easy to miss and obviously it was missed by the person drinking out of said glass. I think a re-make of the drink was sufficient. Why does it need to be free? Unless there was a large visible, obvious imperfection in the glass I don't think the bar needs to be comping drinks. I can agree with the rest of the issues in the OP but I can't put my finger on it - I wouldn't expect both drinks for free unless it was an obvious mistake.
Just because it was am accident doesn't mean they shouldn't do their very best to make it right.

By the way, one comped drink costs a restaurant almost nothing. One unhappy customer never returning and telling friends, well, that can end up costing an awful lot.
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Old 12-10-2012, 06:59 AM   #58
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Quote:
Originally Posted by mr.bungle View Post
I suppose it depends on how large/visible the imperfection in the glass was. If the customer didn't see it until it was too late, how would a busy bartender see it? I see a lot of folks disagreeing with my previous post but a broken glass is pretty easy to miss and obviously it was missed by the person drinking out of said glass. I think a re-make of the drink was sufficient. Why does it need to be free? Unless there was a large visible, obvious imperfection in the glass I don't think the bar needs to be comping drinks. I can agree with the rest of the issues in the OP but I can't put my finger on it - I wouldn't expect both drinks for free unless it was an obvious mistake.
First let me state that on one issue you are right, this is simply how my family's restuarant ran.

We are responsible for the presentation and delivery of a quality product. Now in my world "quality" products do not injure or harm my patrons. Now whether or not the glass had an "imperfection" which If it did I will take that up with the vendor at a later time IMO is moot. A guest in my establishment was harmed by at item I gave them and which they had a resonable right to expect could be used without resulting in blood letting.

Now once again, you're right different places run their businesses differently. As I said before my dad, grandad and uncle were obsessed almost to the point of being fanatical about delivery excellent customer serve. The nanosecnd diner was cut, people would have been sliding into her table like baseball players stealing home to make sure every remaining aspect of her night was perfect. NO way would we have quibbled over another 8 dollar martini.

Now chain restuarants are a bit different animals in that they have deeper pockets that can weather bad PR (Denny's come to mind). Owning an Independant eateries can be and usually is more volatile, so many things can sink you. Todays it's even worse with review sites like tripadvisor, citysearch and yelp. I can only imagine the heart attacks my pop would have had, if a story like op's made it into a yelp review. Sweet Lord!!
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Old 12-10-2012, 07:31 AM   #59
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First let me state that on one issue you are right, this is simply how my family's restuarant ran.

We are responsible for the presentation and delivery of a quality product. Now in my world "quality" products do not injure or harm my patrons. Now whether or not the glass had an "imperfection" which If it did I will take that up with the vendor at a later time IMO is moot. A guest in my establishment was harmed by at item I gave them and which they had a resonable right to expect could be used without resulting in blood letting.

Now once again, you're right different places run their businesses differently. As I said before my dad, grandad and uncle were obsessed almost to the point of being fanatical about delivery excellent customer serve. The nanosecnd diner was cut, people would have been sliding into her table like baseball players stealing home to make sure every remaining aspect of her night was perfect. NO way would we have quibbled over another 8 dollar martini.

Now chain restuarants are a bit different animals in that they have deeper pockets that can weather bad PR (Denny's come to mind). Owning an Independant eateries can be and usually is more volatile, so many things can sink you. Todays it's even worse with review sites like tripadvisor, citysearch and yelp. I can only imagine the heart attacks my pop would have had, if a story like op's made it into a yelp review. Sweet Lord!!
We have very dear friends that own a restaurant, have for years. This is how they treat their customers. And in a world of failing business, and restaurants, it is impossible to show up at theirs without a reservation, you won't get in. There was a time when you could but not now. Obviously your family and this family, know how to do it.
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Old 12-10-2012, 09:14 AM   #60
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I don't know why but it always seems like it's a 2+ hr wait at Outbacks I've been to and than never fails something in the order was screwed up. I couldn't tell you last time I was in an Outback and I couldn't even tell you where one is around here.
Our Outback is excellent. We've always had great service, our food is prepared properly, and there's a reasonable wait.

I will add that it is the only restaurant around here in which I haven't had to send a hamburger back -- seems like the latest thing around here is to ignore the "well done" request and serve a customer a hamburger that's actually raw on the inside.
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