bad food, good customer service (WCC)

[MapleGirl]

OK, I've thought long and hard about putting this post up and have decided to do it.

Last January DH and I went to the Whispering Canyon Cafe for dinner and it was the worst meal we have ever had. I had read all about the all-you-can-eat skillet on the boards here and we were very excited to try it (we love BBQ). When we got there we were very disappointed. The salad and corn bread was OK, but everything else was really bad. Everything had this mushy - mealy consistency and was tasteless. The milkshakes tasted like the plasticy frosties you get at McDonalds. We barely ate a thing and just left.

As we were leaving we were so disappointed and a bit ticked at paying $70. We decided to mention something to the concierge at the hotel. We are kind of shy and didn't want to say anything to the waiter, especially since it wasn't her fault. So we talked to the concierge and they told me some one would call me later at my hotel.

Back at the hotel the restaurant manager called me. It was an awkward conversation because I didn't want to put down his restaurant. We ended up going through everything we ordered and I told him what we thought of each item. He offered to put the chef on the phone, but again, I didn't want to put his/her cooking down to their face. I had never complained at a restaurant before, so I was pretty uncomfortable. The manager apologized and thanked me for my input. Then he comped our meal including tip.

So that's my story. I was hesitant about putting a bad review of the restaurant up since the manager ended up being very nice, listening to my concerns and comping our meal, but I wanted other people to know in case they were wondering about the food. I'm sure other people have had great experiences at the Whispering Canyon, but we will not be going back.

It was really nice to feel like I was listened to and I really appreciate the time the manager gave me (we were on the phone for over half and hour). I guess the lesson learned is if something is upsetting you, talk to some one and give them the opportunity to make it right.

 

[maxiesmom]

I'm sorry you had a bad time. But I'm glad they comped your meal, and took the time to find out what exactly you didn't like. Hopefully they have made some changes and the food has improved over the last 6 months.

 

[kelleigh1]

Hubby and I debated out going to WCC on our last trip and we decided against it. Sounds like that was a good choice for us. I had read a number of reviews that it was more about the "entertainment" than the food and we just weren't that interested in the "entertainment". I've heard it's great fun for kids, but since it was just the two of us, we felt we could do without.

Glad to hear that (a) you found it in you to say something and that (b) that they were willing to listen.

 

[fairestoneofall]

I'm sorry you had a bad meal there, but happy that the manager made it right.

DH and I ate at WCC in August and loved it. We were so stuffed when we left there! We had to take our desserts to go.

 

[suzimar57]

sorry about the meal, but the manager went way beyond apologizing!

 

[cmwade77]

Sorry about the bad meal. I have been given specific direction by restaurant managers and Guest Relations leads at Disney to:

1. Note be afraid to try something new
2. If you don't like it, explain that and they will replace it (if it is a higher priced item than what you originally ordered, you may have to pay the difference; however, if it is a lower priced item, you should be charged the lower price, if it is at counter service, then they should refund the difference or offer something else to accommodate you)
3. If a restaurant doesn't take care of you, then go to Guest Relations/City Hall and say something, but 99 times out of 100 they will take care of it at the restaurant.

Again, this instructions come from various people high up on the food chain so to speak, so when at Disney, I follow them, I have also tried following them at other places and you know what it usually works (well, if I am not at a theme park, then the Guest Relations doesn't work of course). I used to not be vocal about these things either, but I have come to realize that I am paying good money for the food I am eating and I want to enjoy it.

Likewise, if I am not getting service (for example my drink is not being refilled, I say something, if it is still not being refilled, I get up, find the dispenser, get my drink (if it is not in a guest accessible area, then I ask the nearest employee to get it for me), then sit back down and ask for a manager).

Now, I am not extremely demanding, I just ask that I don't sit there with an empty glass for 5-10 minutes while eating something like Jallapeno Cheese Sticks, this recently happened at Ruby's I had to ask for water twice before getting any and that was about 5 minutes apart and after having an empty glass for about 10 minutes and it was a small Ruby's as well, each server had about 3 tables, don't ask me what they were actually doing.

 

[mskayjay]

There is no reason to be so apologetic about your posting! This is what we come here for......honest accountings of people's experiences. Judging by the boards, it sounds like you had a really bad night since most say the food is great. Having been a restaurant manager, I can tell you that you did them the greatest service in the world by telling them what was wrong so they could figure out just what the problem was rather than just stewing about it and giving them bad publicity. The manager absolutely did the right thing in crediting you, you're feelings about the experience are less awful because of that, and he now has a listing (from you) of what specifically was wrong. Maybe it was the person making those particular items that night? Maybe it was a new brand/batch of product they were using and it didn't meet their normal standards. The chef too will be happy for the feedback believe it or not. There is a rule that you never make stuff without tasting it first and if your food was that bad, someone didn't do his/her job! We always had to taste batch recipes even when it was made 1000 times a year!

Glad you got your money back and good for you for coming out a bit on the shyness and standing up for yourself!

 

[dogodisney]

I have ADR's for lunch at WCC in Sept., so hopefully you speaking up will help improve the food so it will be better when I eat there.

 

[Jen2008]

Wow, that really sucked. Im glad the manager stepped up. About 2 months ago one of our favorite restaurants served us a salad with some kind of live beetle in it (and no, the beetle was not supposed to be there )

The manager really went out of his way to make us feel better about everything else, that day, and every time we have returned. If it werent for him, we would never have gone back. That was just nasty!