The wife and I went to a middle of the road seafood restaurant last night (name withheld on purpose), and ordered an app, entrees, and a couple of drinks. Now the app we ordered was a seafood cocktail with shrimp, lump crab, avocado, etc... and the entrees we ordered had a seafood cream sauce with lump crab topping. When the app arrived, it was decent but it did not have any crab meat. I asked the waitress and she said they were out of crab meat and couldn't add any. The manager stopped by the table at this point. Here is the conversation we had. Everything was very civil and polite on both ends.
Why I wasn't told when we ordered. - Waitress "I'm sorry, I didn't think you would mind"
Will our meals have the crab meat topping. - Manager "No, they will not"
We would like to change our order. - Manager "I'm sorry but the kitchen is already preparing your meals and it is too late to change them."
I would like a discount for each item that was supposed to have crab that will not have it - Manager "Unfortunately we cannot discount your meals per policy, but I can offer you $10 off your next visit coupon."
Can I use that coupon on this visit? - Manager "No, it can only be used after this visit"
Go ahead and keep the coupon, we will not be coming back.
My wife and I didn't want to cause a scene or deal with drama so we finished the meal, paid with tip, and left. I have had issues at restaurants before, but the managers usually make it right with comped items, etc... I have never had them basically say, "we screwed up and it is on you to deal with it". Has anything like this happened to you? How would you have handled the situation?
Why I wasn't told when we ordered. - Waitress "I'm sorry, I didn't think you would mind"
Will our meals have the crab meat topping. - Manager "No, they will not"
We would like to change our order. - Manager "I'm sorry but the kitchen is already preparing your meals and it is too late to change them."
I would like a discount for each item that was supposed to have crab that will not have it - Manager "Unfortunately we cannot discount your meals per policy, but I can offer you $10 off your next visit coupon."
Can I use that coupon on this visit? - Manager "No, it can only be used after this visit"
Go ahead and keep the coupon, we will not be coming back.
My wife and I didn't want to cause a scene or deal with drama so we finished the meal, paid with tip, and left. I have had issues at restaurants before, but the managers usually make it right with comped items, etc... I have never had them basically say, "we screwed up and it is on you to deal with it". Has anything like this happened to you? How would you have handled the situation?
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