Sorry but I must vent ...

[Destination Disney]

We just returned from a trip to WDW and I was SO disappointed with The Concorse Steakhouse!
We had an ADR for 7:10pm last Sunday, 10/23, which we were looking forward to, and to make the situation even better...we had a sitter for the time we were at the steakhouse! YAY!
We have never eaten at this particular resturant and had high hopes. We didn't eat a big lunch so we could enjoy a nice meal. I am 5 months pregnant so holding off on the food was a huge deal!
Anyway, we get there early and check in and were sat by 7:10, perfect.
I ordered the lobster bisque as an app. & for a meal I ordered the prime rib, Meadium- Well, and my hubby ordered a serloin steak, Well-done!
My Lobster bisque came out, and I ate it... meanwhile two other parties were sat around us. Well, thier apps come out, then thier meals came out too! Yet we have nothing.
Our waiter, whom I will say was horrible, (Bill), never mentioned anything to us about the time etc. We question the reason for the time it is taking to get our meals and his reply..."they ordered chicken". (O.K. I watched the couple sit-order-eat salads-then thier STEAK!) We then sent him to find answers. Low and behold Bill arrives moments later with our meals. (This was 50 minutes after we were sat!) Starving we cut into our steaks and mine...Well, lets just say I should of just cut into a leather shoe! And my husbands steak was blood red! Bill never surfaced again so we asked the host, whom was very nice, to please find him. At this point I think my hubby had steam coming from his head. He politely told Bill in a nut shell that we have been waiting for 50 min. for an overcooked steak and a raw steak...Take them AWAY. Bill removed teh plates from that table then returns to tell us that the chef will take care of our check. (Well, no duh!) We never got an appology, offered anything, nothing. By this time it is going on 8:30, and we are still hungry. Would you believe we ended up at the Orlando Ale house! My sitter was no longer, and my poor little son layed there passed out in the booth! We should of said something the following day, but that was the day Wilma arrived in Florida. I may still write a letter. I am not expecting anything, but an appology. I certainly did not expect such poor service along with an I don't care attitude from Disney. (O.K. I am done venting now...I feel better!)

 

[Mom of Sleepy Bashful and BabyDoc]

Oh, I'm sorry to hear things weren't good at Concourse. I have seen great reviews and bad reviews. That's a shame.

And I have said this for years on this board.........Don't businesses know that an apology goes a loooooonnnnnnnnnnnnnnnnnnggggggggggg way to help the customer feel better. Most of the time, I am looking for an apology, not a discount or a free meal. Could you just convince me you care that you just ruined my long awaited meal!??

Anyhoo.......sorry that happened.........so how was the Ale house? Maybe you could review that one also.

 

[Sammie]

If you asked for a manager you would have gotten your apology and properly more. I don't think Bill was going to apologize or care, for if he was willing to do that, you would not have had to deal with his lack of good service to begin with.

Service like this is not acceptable, but the manager can not correct it if you don't address it while you are there.

If you let them know about it now, there is no proof of what happened. I would have kept the steaks, called the manager and then had the discussion then and there with the proof right there on the table.

Everyone please complain at the time of the problem.

 

[ZippyDooDah]

And please follow up on that letter to the mgr. I'm in the business of cell phone sales, and we always say that it's the customer who DOESN'T tell you what they think that you have to worry about, because they'll leave you and never come back. But it's the ones who complain that help make our business better.

We stayed at CR for the first (and only) time this past March. And while we did not eat at Concourse, we had an awful experience - check-in, electric shock for DS2, dissed by character, maintenance staff - at the resort. I complained to a mgr on duty about one incident, but intended to write a follow-up letter to the GM after I got home. Got busy, put it aside, didn't do it. And I regret it. And because I didn't complain to the right folks and give them an opportunity to mend things, I'll never be back. They'll never know how dissatisfied I was with that visit, or at least the resort-stay part of it. And they'll never how upset they've made at least one loyal WDW family. And because I failed to complain to the right folks and give them an opportunity to see their mistakes, they may never fix them - and oh, the poor unsuspecting families who have come after me. Shame on me!

 

[Aimeedyan]

First of all, I'm sorry you had such a bad exp!! Esp after booking a babysitter and everything!

Secondly, PLEASE take this further! Many more people will receive bad service from Bill if nothing is said. How will his manager know? In the future, I'd not ask the host for your waiter but instead for a manager to take care of you. I would def write a letter or email, I promise they ARE read and taken care of.

 

[Mom of Sleepy Bashful and BabyDoc]

If you asked for a manager you would have gotten your apology and properly more. I don't think Bill was going to apologize or care, for if he was willing to do that, you would not have had to deal with his lack of good service to begin with.

Service like this is not acceptable, but the manager can not correct it if you don't address it while you are there.

If you let them know about it now, there is no proof of what happened. I would have kept the steaks, called the manager and then had the discussion then and there with the proof right there on the table.

Everyone please complain at the time of the problem.

Very good points, Sammie. But I guess I was reading it that someone in authority did know about it, because they were going to cover the check. A waiter can't do that on his own.

But re-reading it, the "chef" was the one taking care of the check (I've worked in many restaurants and only if no manager is there, does the chef take on that responsiblilty.....but I don't think this happens at WDW, does it? I mean, there is always some sort of manager there, right? I don't really get that one)

But you are right. It's hard to argue with a bad steak starring you right in the face!