Surprising Experience at Shula's (Better Title!)

[DisneyStarWisher]

This may need to be on the dining review board, but I just wanted to post a couple of things about Shula's:

After being shown all the different cuts of meat and the server pushing the 24 oz. porterhouse onto my husband since it was her favorite, he decided that was exactly what he wanted. Well, guess what??? He was served the wrong cut, a 16 oz. New York strip instead! The server apologized, and we got a free dessert, but the steaks were the whole reason we went there in the first place! Even though the steaks were delicious, we were very disappointed!

Don't expect to use a restaurant.com gift certificate there on Valentine's Day. We weren't able to use ours.

 

[OhThePain]

Don't expect to use a restaurant.com gift certificate there on Valentine's Day. We weren't able to use ours.

The coupons do say that they are not valid durring special events. It seems most restaurants consider Valentine's Day a special event.

Sorry to hear that they served you the wrong cut, at least they were still delicious.

 

[TheRustyScupper]

1) If the wrong steak
. . . the manager should have been called IMMEDIATELY
. . . you should have demanded the correct cut of meat
2) As for the cert, it clearly states no holidays or special events.

 

[DisneyStarWisher]

I kind of expected that the certificate wouldn't work, so I wasn't upset about that at all. I just wanted to inform anyone thinking about using one on Valentine's Day in the future.

As far as the wrong cut, the manager was never called. In fact, the person who brought out the steak didn't say much of anything at all. He set the steak in front of my DH who then said, "Did I not order the 24 oz. porterhouse?" The man said, "Oh, did we bring you the wrong steak?" My DH responded, "Yes, but it will be ok" (just because he doesn't like to complain). Then the man went away without apologizing or anything! That's what kind of upset me. Then our server came over, and she did apologize and offered to get us something "on the house." We ended up getting a dessert, but it was NEVER offered to my DH to replace the steak. I thought that was odd.

I just thought it was ironic that we listened to and watched a 5-minute presentation of the different cuts of meat before we ordered and that the server recommended the porterhouse, then ordered the wrong steak! She even said that she wrote down the Porterhouse, but told the chef the New York Strip.

 

[Euphoria027]

Isn't the strip significantly cheaper than the porterhouse? I hope you didn't pay the wrong price

 

[DisneyStarWisher]

Isn't the strip significantly cheaper than the porterhouse? I hope you didn't pay the wrong price

No, they charged us for the NY strip, which was $3 less than the porterhouse. For $3 more, my DH would have much preferred the porterhouse, but he still enjoyed the strip, too.

 

[Euphoria027]

Yeah, I would have for the 3 bucks too. Sorry that happened to you.

 

[si-am]

I kind of expected that the certificate wouldn't work, so I wasn't upset about that at all. I just wanted to inform anyone thinking about using one on Valentine's Day in the future.

As far as the wrong cut, the manager was never called. In fact, the person who brought out the steak didn't say much of anything at all. He set the steak in front of my DH who then said, "Did I not order the 24 oz. porterhouse?" The man said, "Oh, did we bring you the wrong steak?" My DH responded, "Yes, but it will be ok" (just because he doesn't like to complain). Then the man went away without apologizing or anything! That's what kind of upset me. Then our server came over, and she did apologize and offered to get us something "on the house." We ended up getting a dessert, but it was NEVER offered to my DH to replace the steak. I thought that was odd.

I just thought it was ironic that we listened to and watched a 5-minute presentation of the different cuts of meat before we ordered and that the server recommended the porterhouse, then ordered the wrong steak! She even said that she wrote down the Porterhouse, but told the chef the New York Strip.

I think they would have replaced the steak if your husband hadn't immediately said "it's okay."

It's an irritating thing to have happen, but if I'm brought the wrong entree and am really NOT okay with it, then I say so.

 

[Winue]

I think they would have replaced your steak if your husband hadn't immediately said "it's okay."

It's an irritating thing to have happen, but if I'm brought the wrong entree and am really NOT okay with it, then I say so.

I agree with this. You made the complaint, then when offered the correct entree, your hubby denied... so why complain now?

if this is just a "heads up" to make sure everyone gets the correct entree they ordered, then point taken.

 

[mollygirl13]

I agree with this. You made the complaint, then when offered the correct entree, your hubby denied... so why complain now?

I agree w/ this. Why complain now?
Yes, they made a mistake but offered to get you the replacement. I agree that a manager should have been brought over immediately.
I definitely could see complaining here if they refused to offer you a replacement. What was the reason that your husband decided to eat what they served him? Why did he settle and get disappointed?

 

[psac]

What was the reason that your husband decided to eat what they served him? Why did he settle and get disappointed?

To play devil's advocate, sometimes it's easier to take what was served, even if it is not exactly correct, so that you don't have to wait for a new piece to be cooked, while his wife doesn't either have to eat without him, or wait for him and have her meal get cold. Realistically, it's a lose-lose.

In either case, I wouldn't have said it's okay. I would have wanted the porterhouse that I ordered AND I would have wanted it (not some cheap dessert) taken off my bill for the hassle!!!

 

[dalt01]

I think they would have replaced the steak if your husband hadn't immediately said "it's okay."

my thought exactly, you tell them not to do anything and then they dont and it makes you upset?????? i dont think you have a valid "beef"

 

[DisneyStarWisher]

First of all, I'm not complaining now as many of you have stated.

I was just posting that this happened. I hope it's not a common thing to happen at this restaurant since they emphasize the cuts of steak before you order, but I posted just because I thought it was a strange thing to happen.

And many of you are obviously not reading carefully! We were NOT offered a replacement! But if we were, I don't think my DH would have taken it because of what a pp stated, he wouldn't have wanted to wait for his steak while mine got cold. It was Valentine's Day, and I don't think he wanted to ruin the night.

Sorry to some of you for posting about a situation that I thought some might want to know about. Won't happen again. First time I've felt this way on the boards.

 

[3Minnies1Mickey]

First of all, I'm not complaining now as many of you have stated.

I was just posting that this happened. I hope it's not a common thing to happen at this restaurant since they emphasize the cuts of steak before you order, but I posted just because I thought it was a strange thing to happen.

And many of you are obviously not reading carefully! We were NOT offered a replacement! But if we were, I don't think my DH would have taken it because of what a pp stated, he wouldn't have wanted to wait for his steak while mine got cold. It was Valentine's Day, and I don't think he wanted to ruin the night.

Sorry to some of you for posting about a situation that I thought some might want to know about. Won't happen again. First time I've felt this way on the boards.

He may not have had to wait, the correct steak may have been sitting in the kitchen and the server just grabbed the wrong plate. I'm sorry you were disappointed but it was likely an honest mistake by the server that could have been easily corrected if your DH decided to speak up.

 

[DisneyStarWisher]

He may not have had to wait, the correct steak may have been sitting in the kitchen and the server just grabbed the wrong plate. I'm sorry you were disappointed but it was likely an honest mistake by the server that could have been easily corrected if your DH decided to speak up.

No, as I stated earlier, the server informed us that she had written down the correct order but mistakenly told the chef the wrong cut of meat. There was no correct steak sitting back in the kitchen.

 

[3Minnies1Mickey]

No, as I stated earlier, the server informed us that she had written down the correct order but mistakenly told the chef the wrong cut of meat. There was no correct steak sitting back in the kitchen.

Sorry. I missed that part.

 

[A_Princess'_Daddy]

No, as I stated earlier, the server informed us that she had written down the correct order but mistakenly told the chef the wrong cut of meat. There was no correct steak sitting back in the kitchen.

I understand your frustration and disappointment in not receiving what you ordered and am sorry that it happened to you. It should not have been up to you to ask for resolution; the restaurant should have gotten it right in the first place.

 

[si-am]

First of all, I'm not complaining now as many of you have stated.

I was just posting that this happened. I hope it's not a common thing to happen at this restaurant since they emphasize the cuts of steak before you order, but I posted just because I thought it was a strange thing to happen.

And many of you are obviously not reading carefully! We were NOT offered a replacement! But if we were, I don't think my DH would have taken it because of what a pp stated, he wouldn't have wanted to wait for his steak while mine got cold. It was Valentine's Day, and I don't think he wanted to ruin the night.

Sorry to some of you for posting about a situation that I thought some might want to know about. Won't happen again. First time I've felt this way on the boards.

My only point was that I'm pretty sure you WOULD have been offered a replacement if your husband hadn't said "it's okay."

Still, it's a sucky situation; it's happened to me before and a lot of times I'll just eat whatever they bring me (as long as it's something I like) to avoid the extra wait.

 

[A_Princess'_Daddy]

My only point was that I'm pretty sure you WOULD have been offered a replacement if your husband hadn't said "it's okay."

Still, it's a sucky situation; it's happened to me before and a lot of times I'll just eat whatever they bring me (as long as it's something I like) to avoid the extra wait.

Yes, but if they'd replaced his steak, she would have had to eat alone and then watch him eat when his arrived, or wait on his steak while hers grew cold, or, if they'd replaced both steaks, the correct course of action, have their dinner delayed 15-20 minutes. None of the three is a good outcome when paying for a quality meal and experience.

Mistakes do happen, and it's too bad, but they should not happen when paying over $200 for a meal (our minimum tab for two at Shula's) and if they do, the diner has a right to be frustrated. And that's all the OP is saying, that she's frustrated.

 

[DisneyStarWisher]

Yes, but if they'd replaced his steak, she would have had to eat alone and then watch him eat when his arrived, or wait on his steak while hers grew cold, or, if they'd replaced both steaks, the correct course of action, have their dinner delayed 15-20 minutes. None of the three is a good outcome when paying for a quality meal and experience.

Mistakes do happen, and it's too bad, but they should not happen when paying over $200 for a meal (our minimum tab for two at Shula's) and if they do, the diner has a right to be frustrated. And that's all the OP is saying, that she's frustrated.

Thank you. That's exactly what I am saying. We were in a no-win situation, and this is probably the most we have EVER paid for a meal. It's also the first signature restaurant we have ever been to. I was just disappointed and found it odd that it happened, especially since the server was so persuasive in recommending the porterhouse, saying it was her favorite, and that we were given a presentation of all the cuts before. And yes, I understand that mistakes do happen; that's why we didn't become belligerent and demanding. The server was truly sorry. We still enjoyed the meal, and we may even go back one day. Just a frustrating first experience.