Should the meal have been comped?

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TechnoPro

Golden Member
Jul 10, 2003
1,727
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My girlfriend went out with 2 other friends to Bertucci's. The girlfriend ordered eggplant parm, while the 2 friends split a pizza.

The eggplant was burnt to the point of having charcoal on it. She sent it back and the waitress offered her any other entree from the menu at no charge. Girlfriend ordered Chicken Ziti Broccoli.

Bill comes and the eggplant parm was listed and then deducted. The Chicken Ziti Broccoli was also listed but was not comped. Waittress said something to the effect of "that's how we do it here."

Manager was called over, thay argue, and finally the Chicken Ziti Broccoli is removed from the bill, but only after a drawn-out power struggle.

The times I've had an order screwed up at any restaurant, my meal is always comped. Is this no longer the case? What are your experiences is sutauations like this?
 
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Viperoni

Lifer
Jan 4, 2000
11,084
1
71
When I went to Boston Pizza and they screwed up, they knocked off the screwup completely.
 
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TitanDiddly

Guest
Dec 8, 2003
12,696
1
0
It should have been, but personally I don't think anybody has to right to demand or argue excessively for it.
 
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n0cmonkey

Elite Member
Jun 10, 2001
42,936
1
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I don't think I've ever sent a meal back. I've tried senting poorly made shots back once, but it didn't help.
 
Quasmo

Quasmo

Diamond Member
Jul 7, 2004
9,630
1
76
This bastard sent a steak back on me (medium not medium-well) and they didn't even tip, those people really piss me off. But who cares I got a free filet minion (sp?)
 
oogabooga

oogabooga

Diamond Member
Jan 14, 2003
7,806
3
81
usually places try to take care of you : Also, when i'm told i'll be comped, i definatley expect it. I don't really take crap in that sense, as in being promised something else free, then being told it wouldn't be.

still, glad to hear she didn't pay.
 
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TechnoPro

Golden Member
Jul 10, 2003
1,727
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76
Originally posted by: oogabooga
usually places try to take care of you : Also, when i'm told i'll be comped, i definatley expect it. I don't really take crap in that sense, as in being promised something else free, then being told it wouldn't be.

still, glad to hear she didn't pay.
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Yeah, I'm proud of her for standing up for herself. Bad customer service like that just pisses me off.
 
Mo0o

Mo0o

Lifer
Jul 31, 2001
24,227
3
76
Legally they dont have to do anything other than refund you the money of the bad food right.
 
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TerryMathews

Lifer
Oct 9, 1999
11,464
2
0
I do not think that a person should outright demand a comped meal upon a screwup, but this situation is different since the waitress offered and then renigged. I would've pitched a fit too.
 
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TechnoPro

Golden Member
Jul 10, 2003
1,727
0
76
Originally posted by: Quasmo
This bastard sent a steak back on me (medium not medium-well) and they didn't even tip, those people really piss me off. But who cares I got a free filet minion (sp?)
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See, that's just not right. Why punish the wait staff when the kitchen made the mistake...

FYI, it's "mignon".
 
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AndrewR

Lifer
Oct 9, 1999
11,157
0
0
Originally posted by: PhasmatisNox
It should have been, but personally I don't think anybody has to right to demand or argue excessively for it.
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My wife and I are fairly demanding in restaurants, simply because we are PAYING for the food and the service so we shouldn't have to put up with crap from either. However, I do NOT ask for free food or free desserts or anything like that.

The secret to a good restaurant is having the management, or even the server, offer to comp the meal or provide free dessert or whatever. Whenever I have had a problem in a higher priced restaurant, they have ALWAYS comp'ed either the entrée or the entire meal, thus guaranteeing that we would revisit the establishment.

Quite basically, though, the main thing I want to hear from the server or the manager is, "I'm sorry". Either a recognition that the kitchen screwed up, the server screwed up, or something happened that was unforeseen. I don't mind waiting, and I don't mind having something sent back to be reheated. I do mind, however, when the server acts like she's put out by having to fix a problem -- that PISSES ME OFF. It's your job, honey.

We had an issue with a waitress at Chili's here. We've noticed that the local nationals are not the best servers compared to the Americans, probably attributable to the fact that Japanese servers simply aren't as attentive in the same manner as American servers are in the States (overall, no matter what restaurant). Well, this one had issues, and when we were having to ask for water three times and send back food because it was cold, she just gave us a stupid grin and said she's be right back -- no recognition of having made mistakes or that there was any problem at all. I finally called the manager, spoke to him, and received a free dessert and resolution of all the problems. Just when I thought I wasn't going to leave a tip, the waitress apologized (twice) and said that she would try to be better. Guess what? She got 15% (I usually give 20% but figured there needed to be some reduction).

Fact is, the tip has to be earned, and I have no qualms about stiffing the server if the experience sucks. I RARELY do that, however (maybe 1 per year, at most). It's a service industry, and you earn the money by actually serving, not just going through the motions.

[EDIT:] Oh, and the meal should have been free. If the waitress offered it, it should have been given. Reversing that in the delivered bill is crappy. Finally, if the person complains about being charged, it DEFINITELY should have been free because it's not as if the initial complaint about the food was unjustified. Arguing about it only leaves a bad taste in the customer's mouth (pun not intended) and almost precludes a further visit. I certainly wouldn't go back.
 
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udonoogen

Diamond Member
Dec 28, 2001
3,243
0
76
Originally posted by: AndrewR

My wife and I are fairly demanding in restaurants, simply because we are PAYING for the food and the
Fact is, the tip has to be earned, and I have no qualms about stiffing the server if the experience sucks. I RARELY do that, however (maybe 1 per year, at most). It's a service industry, and you earn the money by actually serving, not just going through the motions.
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ever watch reservoir dogs? the very beginning when theyre all around the table talking about tipping?
 
IHateMyJob2004

IHateMyJob2004

Lifer
Sep 29, 2004
18,656
68
91
Originally posted by: TechnoPro
My girlfriend went out with 2 other friends to Bertucci's. The girlfriend ordered eggplant parm, while the 2 friends split a pizza.

The eggplant was burnt to the point of having charcoal on it. She sent it back and the waitress offered her any other entree from the menu at no charge. Girlfriend ordered Chicken Ziti Broccoli.

Bill comes and the eggplant parm was listed and then deducted. The Chicken Ziti Broccoli was also listed but was not comped. Waittress said something to the effect of "that's how we do it here."

Manager was called over, thay argue, and finally the Chicken Ziti Broccoli is removed from the bill, but only after a drawn-out power struggle.

The times I've had an order screwed up at any restaurant, my meal is always comped. Is this no longer the case? What are your experiences is sutauations like this?
Click to expand...

I would have walked out and not paid. If the cops got involved, i'd tell them what happened. The waitress said hte meal would be comped and then you got a bill.
 
StageLeft

StageLeft

No Lifer
Sep 29, 2000
70,150
5
0
I had a fly in my food once and they, at olive garden, gave me a fvcking free dessert. Oh great. If they didn't tell you it would be free, then it shouldn't be. I think that the waitress meant that your gf would pay the price of the eggplant nd could get anything else on the menu. Burned food is an inconvenience, but not a health offense like a fly in my food.
 
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TechnoPro

Golden Member
Jul 10, 2003
1,727
0
76
Originally posted by: Skoorb
I had a fly in my food once and they, at olive garden, gave me a fvcking free dessert. Oh great. If they didn't tell you it would be free, then it shouldn't be. I think that the waitress meant that your gf would pay the price of the eggplant nd could get anything else on the menu. Burned food is an inconvenience, but not a health offense like a fly in my food.
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The waitress was clear that my girlfriend would not be paying for what she ate. This was coroberated by the other 2 people at the table.

I like to contrast this with a time I went to a higher-end Mexican restaurant with my girlfriend. My order came, hers didn't. I didn't touch my food as I was waiting for hers to arrive. Finally came after a long wait. Manager came over, apologized profusely, comped both of our meals, noted how each of us had been inconvenienced, and gave us a voucher for for our next visit. Excessive? Not at all. He guaranteed future revenue for the restauarant and left no ill-feeling at all about the experience - if anything, we left that place feeling better about it than we did before, despite the meal not showing up.
 
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