What do you do if you made reservations in a restaurant, get there, then feel unhappy about the service and the prices on the menu? Do you go right ahead and just stay on, even if you know that it will all cost you a lot of money? Even when the staff have been making you feel uncomfortable?
If you did stay on, ignored the fact that you’ll be faced with a massive bill and just eeny-meeny-miney-moed through the horrible menu. And then, the food arrived and it all was just so bland. The meat came medium rare, even if you specifically asked for medium well. You were given half a small potato, a stick of broccoli, and tiny bits of morsels to accompany the already small portion of meat.
Do you just nod, smile, and swallow the whole experience - for fear of being called ‘uncouth’ in this fancy restaurant? Then, do you just pay the bill begrudgingly? Will you even leave a tip?
How do you handle similar situations? Is there a good way to deal with this?
{ 8 comments… read them below or add one }
ApplesH 01.05.08 at 3:55 pm
I’m afraid I wouldn’t have the courage to leave (unless I were dining with my hubby). But I would probably not leave a tip - which is what I do when I am not happy with the service provided.
I love food and it would be frustrating to experience all that and have to pay for a ghastly amount.
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Junnie 01.05.08 at 5:32 pm
i will throw this Salt and Pepper shakers and leave them on the floor…and leave the place and say, “ooppsss”
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toni 01.05.08 at 6:44 pm
My husband and I have an “X-list” — a list of restos we never want to go back to!
If the food really sucks, we don’t finish our food. If the service sucks, we drop hints but don’t pick a fight for fear of what they’ll do to our dishes in the kitchen. If the ambiance isn’t as appealing, we stick it out most times. But ALL times, we don’t leave a tip.
And then I tell my friends about my negative experience!
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Robin Yap 01.06.08 at 3:30 am
Tip (or lack thereof) is a powerful message but leaving no tip without explanation can backfire to you as the waitstaff involved may not realize the reason for the lack of appreciation. And in smaller cities, people know people.
In situations like this, I would not tip but also do the next thing: Either talk with the manager now or later (depending on how busy the place is since I would need 10 minutes at least to pull him/her aside and talk) and make sure I have all the information with me - receipt with waitstaff’s name, date/time, meals, etc (most waitstaff would remember their tables anyway-at least I hope they would).
I have this need to teach especially when it comes to service because one of my expertise is writing standards (I’m writing the Int’l Standards Org (ISO) standards for Non-Formal Education Services, for example) so it is important for me that the restaurant I paid lots of money to would know my concerns. I’m normally polite in these discussions [using my "teacher's" voice] and then provide solutions (maybe cook the meat to order, maybe need to have better beverage selections, whatever that may be). If the restaurant manager really want to live up to their reputation they would refund you and maybe even invite you back gratis (that’s what one restaurant in Times Square did and I’m forever a loyal client).
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Mary Jo 01.06.08 at 6:56 am
There are a whole bunch of issues rolled together here, but I definitely think there is etiquette involved.
If you don’t like the ambiance after you arrive, or aren’t treated well, I’d leave. Before I ever got to the meal. And I’d ask to see the manager, and let them know why I was leaving.
If I had misjudged the prices, I don’t consider that the fault of the restaurant. I try to check those out before heading out to the restaurant, but I don’t believe that is a satisfactory reason to withhold a tip — assuming the service was fine.
If I didn’t like the food, again it would depend. If it wasn’t prepared the way I had requested, I’d let my server know and give them a chance to correct the problem. That’s a kitchen issue, not a server issue. If I just didn’t like something, I’d chalk it up to experience. That’s not the responsibility of the restaurant or server.
If service was an issue, I’d ask for the manager before the meal was a total disaster, and explain the issue in a firm, but polite manner, and ask that the specific problem be resolved.
I don’t withhold a tip from a server for things that aren’t within their control, but if I am not going to tip, I always speak to someone about it and explain why.
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Heather 01.06.08 at 9:52 am
Hi Shai,
I just thought I might point out to people reading this blog, that not leaving a tip isn’t such a big deal here in Australia. It is not expected. It is of course very nice, but no Aussie will feel compelled to leave more money than is already on the menu/bill. Hope that helps a little.
I don’t get as many chances to go to fancy restaurants these days anyway, so I won’t comment further.
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Shai Coggins 01.06.08 at 5:54 pm
Interesting points, everyone. Thanks for sharing your thoughts. Yeah, it’ll be good if we can have some kind of guidelines on how we can deal with this situation, huh? Anyway…
ApplesH: I understand what you mean. But yeah, paying a lot of money for something you’re not happy with IS annoying.
Junnie: LOL. You naughty thing you…
Maybe I should do one too! Heh. Which brings up another question: Is that something we, as bloggers, should do? I wonder how such lists will affect the industry?
Toni: You should publish that list online - and why you’re not going back to them.
Robin: Sure could’ve used your expertise and guidance on this. Maybe I should print out your response and mail to the managers of such restaurants? Heh. Also, what would you advise to people post-event if they didn’t complain at the time?
Mary Jo: Good and valid thoughts! I understand the different aspects of where things could go wrong. You’re right about the prices being not the fault of the restaurant. However, if staff already notice discomfort in a group, they should find ways to make their customers more at ease. And, make sure that their service is top notch. I guess I just wish that there is better quality control in places where you end up paying nearly $100 a head for a *lunch* meal. But yeah, the tough bit I think is always “speaking up” when one is unhappy or when things go wrong.
Heather: You’re very right! Tipping/non-tipping isn’t the best way to show your happiness/discontent in an Aussie restaurant. I wonder if there is a particular Aussie way to handle such situations? Hmmm…
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Robin Yap 01.06.08 at 6:17 pm
Re “Also, what would you advise to people post-event if they didn’t complain at the time?”
With receipt in hand, you can provide detailed explanation of your discontent by email/mail/fax/phone. Receipts, esp in fancy restaurants, would indicate table number, number of people in the party, waitstaff, date/time, orders and cost and managers would be able to tract down to specifics so that the issue can be rectified.
There are websites like Zagat’s for example that allow comments as part of their restaurant reviews. If its really a very bad issue (like health code violations) there’s BBB (Better Business Bureaus - not sure if you have one like this in AU) and Health Departments.
I think all in all it comes down to your tolerance level that will reflect your next steps.
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