Where do I write a letter to report a very bad dining experience?

[disneyfan67]

I had a real bad experience at Lottawotta lodge in BB and I couldn't find a food manager to complain too. I was real mad and outside the main entrance and found a CM who heard my story and found a merchandise manager to assist me and hear my complaint. Here is what happened and tell me what you think.

Tuesday, May 3rd my family and I went to BB to see what it was like. It was our first visit to a water park and for the most part it was a good experience until we went to Lottawotta Lodge for our late lunch. I stood in line with 2 hungry twin boys and waited for 2 hotdog dinners, 1 chesse burger dinner, and 1 chicken wrap. There were several people waiting for their food and were getting tired of the long wait. All that was working behind the counter was a bunch of punk teenagers who didn't seem to want to work. I saw part of my order come up but then this is where it gets bad.

I could see something going on in the kitchen area because of all of the yelling and swearing going on. It seems the hotdogs they were going to serve weren't cooked and they had to go get someone to measure the temp of the hotdogs. Before they got someone who knew what they were doing the other workers were doing their own checking by squeezing the hot dogs with their fingers in full sight of everyone. This caused a women next to me to change her order to a chicken wrap! Believe it or not it gets worse! They take the hotdogs back to the inside of the kitchen to recook them. Meanwhile my kids who have their minds and hearts set on a hot dog are getting real fussy. When it comes time for the hotdogs to arrive they run out of hamburgers! So I wait another 10 minutes for my food then something happened that was very un-Disney like that would have made Walt himself spin in his grave!

All 4 teens that are involved in this fiasco are starting to swear at each other placing blame on anyone except themselves. Then the one sassy punk girl who is working in the kitchen area tells the food runner that the grill isn't her F--ing job. I couldn't believe that I heard this and the runner who saw me overhear this gave me 3 cookies for my wait and said sorry. I went back to my table and started to get mad because my 7 year old autistic son overheard some of this and repeated it! I tried finding a manager but it was mass confusion. I was kind of intimidated because the teens who did all this were black and I was worried how it would look but I was really getting mad!

I ended up talking to a manager named Nelson who worked in merchandise and he said he would make this right by me but I never heard anything when I got back to my hotel. I think they might have swept this under the rug and I regret not getting my money back. I don't know how Disney is going to make this right by me? I told Nelson that all of those teens should be fired and he said they would look into the matter. I just don't have a good feeling about it. Tell me what you would do?

 

[Sherrilatte]

I was kind of intimidated because the teens who did all this were black and I was worried how it would look but I was really getting mad!?

I think it was UNEXCUSABLE what happen to you. Those teens should be dismissed for their conduct!

But I fail to understand what their race had to do with the situation and why you felt intimidated by it??

 

[budbeerlady]

I agree this is unacceptable, I would start calling all the Disney numbers untill I found someone who would listen to me. There must someone you can write to also off from these boards someone should have an address. As far as compansation state the price of your meal and ask for a check!

 

[CNMooner]

all I can say is that when these kinds of things happen, you have to go straight to the top. I had a problem once with my wedding dress, and to get it resolved, I called the CEO of Marshall Fields. I had a brand new wedding dress in 48 hours.

I would find out who is in charge of Disney's water parks. Resources like Hoovers.com can help you find out the top guy to go to. Then, get on the phone and call him. I'm sure you'll get his administrative assistant, but he/she will get you in touch with the person who takes care of guest relations. Trust me, when Mr. Head of Disney Waterparks calls this guy and says, "I have this person complaining to ME. You better resolve this asap," you'll get satisfaction.

Running out of food is one thing, but I think that swearing in front of children is deplorable. They should be fired.

But a quick work of advice-- don't call the kids "punks" or call attention to their race, because you'll lose credibility.

 

[disneyfan67]

I was kind of intimidated because the teens who did all this were black and I was worried how it would look but I was really getting mad!?/QUOTE]


I think it was UNEXCUSABLE what happen to you. Those teens should be dismissed for their conduct! But I fail to understand what their race had to do with the situation and why you felt intimidated by it??

I know it sounds kind of dumb but it seems when you have a big complaint against a group of people who are black and the one who is complaning is white then race gets involved. I guess I'm a little worried how this will look. I don't want to open up that can of worms but something has to be done. I used to work as a manager for a large nation wide company and I understand how this can play out and look. I just don't want to be flamed or tagged as a racist. Maybe I'm just worrying about the race thing too much but I don't want Disney to dismiss this as a angry white guy against a bunch of black teenagers. I hope this explains why I said that.

 

[zurgswife]

Complaints are better dealt with while you are still there...I understand you spoke with a Manager named Nelson in Merchandising...I'd start there....It's very difficult to be effective once you have gone home. I also wouldn't mention race or call the kids punks.

I can't find a phone number for BB...I'd call CRO and ask them to connect you to an appropriate manager.

 

[disneyfan67]

all I can say is that when these kinds of things happen, you have to go straight to the top. I had a problem once with my wedding dress, and to get it resolved, I called the CEO of Marshall Fields. I had a brand new wedding dress in 48 hours.

I would find out who is in charge of Disney's water parks. Resources like Hoovers.com can help you find out the top guy to go to. Then, get on the phone and call him. I'm sure you'll get his administrative assistant, but he/she will get you in touch with the person who takes care of guest relations. Trust me, when Mr. Head of Disney Waterparks calls this guy and says, "I have this person complaining to ME. You better resolve this asap," you'll get satisfaction.

Running out of food is one thing, but I think that swearing in front of children is deplorable. They should be fired.

But a quick work of advice-- don't call the kids "punks" or call attention to their race, because you'll lose credibility.

This is what I mean. Out of 5 people there was only 1 white person working behind the counter and he wasn't swearing. The other 4 were black teens who were doing all of the swearing and goofing off. How can I not mention that they were black if Disney asks me? In fact the the one teen who saw that I overheard all of this gave me the girls name and I'm sure it was fake because I can't even pronounce it. This whole thing is terrible and I'm going to end up looking like the bad guy, bet on it! I'll bet Disney will think that I'm trying to get something for free but as long as this doesn't happen to any other guest then it will be worth it.

 

[VickiVM]

We should never be concerned about race/age when service employees behave in this manner - if they had been middle-aged white women with bad haircuts, the effect is still the same. These outward physical traits do not make behavior such as this neither right or acceptable. Bottom line, your food was improperly handled, timely service was absent and behavior was severely offensive.

 

[Sherrilatte]

My advice would be to put this complaint in writing. Most organizations take written complaints more seriously than verbal vents. One reason is because they have a point of reference.

 

[CNMooner]

Ugh. What a mess! No one here thinks you're a racist. I understand your problem. At this point, maybe it's best to let it go? I'll bet those kids have not given you another thought, but your blood is still boiling. Maybe you should take back the power and let it go. I'd hate to see them win, if you know what I mean.

I'm sure they are not long for disney anyway with those attitudes.

 

[tkldisney]

I would call the hotel and ask for the manager and then the restraurant mgr. I would also write a letter to WDW HQ. As the manager at the hotel for the address, that way he knows your serious about your complaint.
It's really to bad you had to deal with this, but unfortunately there must not have been mgr. close by because I can't believe this would have happened otherwise.
Race has nothing to do with it!

 

[Took]

What a distressing incident! I can hardly believe it (although I do!).

Let me add my advice, which agrees with most others' advice, that you forget the race issue and skip the angry name-calling in your letter. You'll be believed and treated more courteously if you appear fair-minded. Management needs to deal with these individuals' behavior.

took

 

[Lewisc]

What do you expect Disney to do? You can't unring a bell. The fact that you heard some CM's cursing doesn't really warrant any financial compensation.

I'd write a letter BUT all you doing is putting a complaint in a file. Disney isn't going to fire anyone based on one letter or even multiple letters based on one day. If there is a pattern with those employees or manager disciplinary action may be taken BUT I WOULDN'T EXPECT a specific answer other than thanking you for bringing it to their attention. Don't expect a specific answer like those employees were suspended or fired.

I don't know how Disney is going to make this right by me? I told Nelson that all of those teens should be fired and he said they would look into the matter. I just don't have a good feeling about it. Tell me what you would do?

 

[disneyjunkie]

In fact the the one teen who saw that I overheard all of this gave me the girls name and I'm sure it was fake because I can't even pronounce it.

If I told you my niece and nephew's names, I'm willing to bet you won't be able to pronounce them right away, but they are real names. They both have African names. Their baby sister; who was born this morning will also have an African name.

Your race or the race of the CMs involved shouldn't matter.

 

[disneyfan67]

I want to thank all of you who have helped so far. I was able to find a number for BB and talked to a operartor who gave me a address to write to and even gave me Nelson's last name! At least this way if they talk to him they will be able to confirm my story, if he tells the truth or remembers me! I hope something good will come out of this like making sure that this does'nt happen again! I'm going to tell the plain honest truth and if it offends someone, oh well! I'm worring too much what people will think and not enough about what is right. I not a bad person and if someone plays the race card in this fiasco it won't be me. Thank you all for some good advice because I really needed it.

Eddie (Disneyfan67)

 

[disneyfan67]

What do you expect Disney to do? You can't unring a bell. The fact that you heard some CM's cursing doesn't really warrant any financial compensation.

I'd write a letter BUT all you doing is putting a complaint in a file. Disney isn't going to fire anyone based on one letter or even multiple letters based on one day. If there is a pattern with those employees or manager disciplinary action may be taken BUT I WOULDN'T EXPECT a specific answer other than thanking you for bringing it to their attention. Don't expect a specific answer like those employees were suspended or fired.

I don't expect any financial compensation but I do expect my food not have fingernail marks in them when checking if the hot dogs are done or not. I also expect to be treated with respect. I paid a lot of money to go on my Disney vacation and I didn't expect to see and here all of this when all I ordered a simple hotdog and hamburger. They were disrespectfull of me and my family and I don't feel that I should had to go through what I did. I don't want anything for free but I do want to make sure they know what is going on. This ruined a very nice day for my family and I don't want to see it happen to anyone else!

 

[Disney01]

Honestly, I would let it go. You're home now, what do you want them to do and is it really worth your time and effort? I think Disney is a great place, but even I've had bad service there from time to time. I wouldn't be so worked up about it, really. And yes, from the sound of your post, you do sound racist. Sorry.

 

[Grand2me]

I had a real bad experience at Lottawotta lodge in BB and I couldn't find a food manager to complain too. I was real mad and outside the main entrance and found a CM who heard my story and found a merchandise manager to assist me and hear my complaint. Here is what happened and tell me what you think...

All 4 teens that are involved in this fiasco are starting to swear at each other placing blame on anyone except themselves. Then the one sassy punk girl who is working in the kitchen area tells the food runner that the grill isn't her F--ing job. I couldn't believe that I heard this and the runner who saw me overhear this gave me 3 cookies for my wait and said sorry. I went back to my table and started to get mad because my 7 year old autistic son overheard some of this and repeated it! I tried finding a manager but it was mass confusion. I was kind of intimidated because the teens who did all this were black and I was worried how it would look but I was really getting mad!

I ended up talking to a manager named Nelson who worked in merchandise and he said he would make this right by me but I never heard anything when I got back to my hotel. I think they might have swept this under the rug and I regret not getting my money back. I don't know how Disney is going to make this right by me? I told Nelson that all of those teens should be fired and he said they would look into the matter. I just don't have a good feeling about it. Tell me what you would do?

Bad service is bad service. FORGET(Not what I really want to say but) how it "looks". It doesn't matter whether they were black, white, red, or hot pink. LOL @ "sassy punk chick" but I digress. You did right by complaining to a manager. You probably should have cancelled your order. I know there are more places in the park that you could have gotten a hotdog. I thought all of the parks had a Guest Relations station? Write a letter to one of the Corporate offices and make SURE you mention Nelson.
BTW...I do not think you sound racist. Racist is a VERY strong word. Personally, I don't like just throwing it around. Last time I checked, bad service was not just limited to certain races. You are guilty of being overly cautious...and quite possibly a little scared. Just my opinion...no offense.

 

[disneyfan67]

Honestly, I would let it go. You're home now, what do you want them to do and is it really worth your time and effort? I think Disney is a great place, but even I've had bad service there from time to time. I wouldn't be so worked up about it, really. And yes, from the sound of your post, you do sound racist. Sorry.

I guess I'm still angry and disapointed because I feel they have ruined a nice memory and a place I loved to go with my family. The real world has to seep in sometime and maybe I will let it go but this bad taste in my mouth. I never thought my handicapped son would hear and learn the F word at WDW! I'm glad you called me a racist because it showed me that I was right about what could and would happen. There is no winner in this argument and if I don't say something then those teens get away with what they did. BTW, I used to work in a theme park and in fast food as a teen and what they did was a firing offense. I just wanted to see what other DIS members would do and I'll probably just let it go but I still feel very disapointed. Thank you for taking the time to reply.

 

[disneyfan67]

Bad service is bad service. FORGET(Not what I really want to say but) how it "looks". It doesn't matter whether they were black, white, red, or hot pink. LOL @ "sassy punk chick" but I digress. You did right by complaining to a manager. You probably should have cancelled your order. I know there are more places in the park that you could have gotten a hotdog. I thought all of the parks had a Guest Relations station? Write a letter to one of the Corporate offices and make SURE you mention Nelson.
BTW...I do not think you sound racist. Racist is a VERY strong word. Personally, I don't like just throwing it around. Last time I checked, bad service was not just limited to certain races. You are guilty of being overly cautious...and quite possibly a little scared. Just my opinion...no offense.

You're correct about being cautious and having been the manager of a large nation wide auto parts store maybe I am scared. I have dealt with many issues like this when I was in charge of my store and to this day I have a bad taste in my mouth. I was taught by the comapny I worked for to walk on egg shells when It came to stuff like this and I've been fighting with this all day. It's hard to properly describe what happened unless you were there. I know It doesn't make sense but I feel that it was just wrong in how I was treated. Maybe it's time that I grow out of my thinking that Disney is something special and that they would never allow what I and many others saw. I'm not the only one who heard and saw what happened, I'm just the only one who has the guts to speak up.