Surprising Experience at Shula's (Better Title!)

[loganpaulsmom]

As someone who works for a chain restaurant.. this is what we are taught.. in this economy, the customer must be choosy, and if they choose us rather than somewhere else, we are the lucky ones, so we must make their experience great so that they choose us again..
Anytime there is a problem with food that I serve, I bend over backwards to make sure that I take care of the issue, whether it be the steak isn't cooked the right way, or something is cold etc.. if I can't fix the problem myself, then I absolutely get the manager involved..
I can't believe that a steak house of the caliber of Shula's served you the wrong steak and didn't immediately get you the correct meat..
Alot of times when the customer says they are ok, I know its because they don't want to seem like a bother.. I had it happen to me last night. A couple of came in and ordered the same thing, both steaks med/rare and the gentlemans's came out more than med.. and HE WAS NOT HAPPY.. But, he kept on saying not to worry.. Finally, as I saw him NOT eating I just asked my chef to make another steak.. and brought it out of him.. granted he was almost done with his meal, but he ate almost the entire steak..

 

[Peter Pirate 2]

First I agree with the people that defend Shula's in this instance because you didn't push the issue. Your husband was asked and he declined help. That's the minimum but it probably is enough.

That said, I had a steak at The Palm (at Hard Rock) one time that was merely adequate. Now note I was a regular at that time BUT when our waiter asked everyone how our steaks were they all said "great" but me, I said "OK" ... Our waiter questioned me and I said "it's fine, really, I have no problem." He left and within one minute the manager was out asking to "please let us give you another steak." I gave in and received a much better steak. It was also taken off of the bill as was desert. The Palm has never, ever skimped on customer service and 95% of the time the service is great (exceptional). But then their prices are significantly higher than Shula's (and no TIW). Shula's Orlando is not in The Palms class for service particularly and honestly of the 10 times or so that we've been to Shula's Orlando I can honestly say the service has never, not once been GREAT, almost always adequate or average.

 

[DisneyStarWisher]

i do not know how much more carefully i could read this.............your husband said it was ok..........at that point the server was off the hook, your husband caused that to happen.........but ............you still were in awe that a replacement was not offered.......no one was attacking you, we were just stating facts.........it is what you wrote. i think where the confusion is...................that you felt even though your husband said it was ok you think they should have pursued it farther and said something like..........no, no, we insist on replacing that!!!!! but then you say that even if that had happened you would have still refused.........sort of like saying........i got wet cause i did not put my umbrella up......so......i will never carry that umbrella again

All I'm saying is that it surprised me that this whole incident happened since we were given the presentation of the different cuts of meat beforehand. My husband is easy-going like me and didn't want to complain. We weren't upset. We weren't mad. We were just surprised. If they had offered to replace the steak and could work it out so that we could both eat warm steaks at the same time, yes, we probably would have taken that option. Instead we were offered dessert and even a bottle of champage (but we don't drink alcohol). We took the dessert. None of this ruined our evening. I'm not complaining. I'm not saying I will never go back. I just reported what happened and that I was surprised it happened. I don't understand why you want to keep arguing that my feelings are wrong?????

 

[Goofy4]

At Shula's in Indy 2 nights ago they had us cut into our steaks as soon as they were served. They even had an led flashlight to help inspect. Any problem with the cut or cooking would have been solved right then I'm sure.

Sorry about your experience OP. It proves they need to train up everyone in how to handle customer complaints (even when the customer says it's 'ok').

 

[Peter Pirate 2]

At Shula's in Indy 2 nights ago they had us cut into our steaks as soon as they were served. They even had an led flashlight to help inspect. Any problem with the cut or cooking would have been solved right then I'm sure.

By garsh, yer right goofy4. Shula's Orlando always does this too. So if this failed to take place then this was more of a failure on the part of the restaurant than I previously thought. If this was done then the restaurant did do their part.

 

[sistersledge24]

Sorry to hear about your experience.

We have dined at Shula's 3 times now and have had nothing but great experiences and amazing food. We have men traveling with us that have been to plenty of steakhouses and have tried plenty of steaks but agree the Shula's has the best. It has become our can't miss restuarant at disney and while it is pricey, we believe you only go onvacation once a year so it's ok to splurge

I hope you are willing to give the place another try.

 

[sistersledge24]

At Shula's in Indy 2 nights ago they had us cut into our steaks as soon as they were served. They even had an led flashlight to help inspect. Any problem with the cut or cooking would have been solved right then I'm sure.

Sorry about your experience OP. It proves they need to train up everyone in how to handle customer complaints (even when the customer says it's 'ok').

The Disney Shula's does this too. Everytime I have been there after you get your meat someone will come by and expect it with a flashlight.

 

[Uncleromulus]

That's been our experience as well---

I'm certain that everyone is sorry this happened to the OP, but I think a small part of the reaction might be the title of the thread...

 

[DisneyStarWisher]

That's been our experience as well---

I'm certain that everyone is sorry this happened to the OP, but I think a small part of the reaction might be the title of the thread...

You are right about the title. I didn't do a very good job thinking of a title. I was trying to think of something that would cover both the steak mistake and the restaurant.com issue. I will be glad to change it.

 

[DisneyStarWisher]

Yes, they did have us cut into the steaks and shined the light on them. After my husband said it was ok (I forgot to mention he also said, "I'll make it work."), the guy didn't say a word; he acted as if my DH hadn't said a thing. Then he told us to cut into the steaks. It was the woman who took our order who was obviously sorry for the mistake. She is the one who offered to get us something "on the house." Maybe the problem is having two servers because obviously the man didn't know that the woman had made the mistake, but shouldn't he have consulted her first before he told us to cut into our steaks?

 

[DisneyStarWisher]

Sorry to hear about your experience.

We have dined at Shula's 3 times now and have had nothing but great experiences and amazing food. We have men traveling with us that have been to plenty of steakhouses and have tried plenty of steaks but agree the Shula's has the best. It has become our can't miss restuarant at disney and while it is pricey, we believe you only go onvacation once a year so it's ok to splurge

I hope you are willing to give the place another try.

Yes, I am definitely willing to go back. It really wasn't a bad experience, just a strange one. I want to try a few other signatures out first, but I'm sure that one day, my DH and I will be dining at Shula's again.

 

[Euphoria027]

New title makes this a MUCH better thread. It did seem like you were warning people not to go to Shula's because of your experience, which was kind of silly, to me. But surprising experience seems much more fitting.