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Who to contact in mgt in restaurant dispute
Posted: Nov 11, 2012
I had dinner last month at a popular restaurant chain and ordered (ok, so it was breakfast that evening) country ham and 2 pancakes. When I got the ham it looked to be the size of a child's serving. I called the manager over and said I eat there quite frequently and usually served a full serving of ham. He replied maybe the server thought I wanted the half serving?? I ordered country ham, nothing more, nothing less and there is no half serving listed. The manager took my ticket (originally charged $4.99), went and got another half serving and then changed my ticket to $6.00+. While my hubby was still eating I went to the front desk, asked to see a menu and no where, and I mean no where on the menu is there a charge for ham for $6.00+. I called the manager over and said to show me where there is a country ham for $6.00+. He said, "Well, I know how much it is." Told him I was the customer, he should know most about the place but show me the price. He, of course, couldn’t because there is no such price. I have called their corporate office since that time probably 4-5 times with no response at all. The manager that night offered my money back; he just did not get the fact I felt he lied to me and cheated me with the addition of the extra almost $4.00 and I do not intend to let it go. Now my question to you is who to contact next, someone higher up instead of customer relations (they ignored me). Would you try to contact a vice-president, marketing, operations, retail. This is a well known place and some place we frequented quite often. Thanks in advance.
;
Reataurant dispute - Anonymous
[ In Reply To ..]They offered to refund your money, which was all they could do. If it were me, I'd ask myself if it were worth the stress and possibly causing someone to lose their job over a few dollars. Corporate won't do anything either, except offer a refund. Don't go back to the restaurant again. I don't know if you've ever worked in food service or lower level management, but try putting yourself in their place, everyone has a bad day once in a while. I'm only hearing your side of the story, but there's probably more to it than what you are sharing.
My post here was long and that was it in a - P
[ In Reply To ..]nutshell. You say possibly causing someone to lose their job, well consider this, what if this happens to others, many others, is that alright for the manager to be unethical? This is a restaurant my husband and I frequented perhaps every couple of weeks but they have a person working for them that overcharges just because he wants to be right and say I got the half order of ham when there is no half order on the menu,much less a charge for $6.00+. From my view, that is stealing from me. Maybe others think differently.
The next person the manager mistreats - might be
[ In Reply To ..]you or someone you know. Would you want to let it go? She was very badly treated. This is probably not the first time that manager has behaved badly to a customer. If he loses his job over his own behavior, it's his own fault. There are plenty of competent people ready and willing to take his place.
You have several options - depending on your goal
[ In Reply To ..]The restaurant chain is probably part of a larger conglomerate corporation. Find out who the parent company is and write a letter to the CEO (he/she won't read it, but someone on his/her staff will and is likely empowered to take action if warranted). Keep the letter to one page if possible, be concise, use reasonable language, point out why the incident is bad for the business and its reputation, state what outcome you want.
You can contact the consumer action reporter/staff at a local newspaper or radio station. Every town probably has one of those. Again, use reasonable language to describe the incident and why it is bad for business, be clear about what you would like to see happen to resolve the issue.
You can address the issue on any one of the many social media outlets that allow customers to vent about bad experiences. Do a google search for consumer complaints.
I agree, you were poorly treated, and the manager at the very least needs additional training.
Good luck.
Can you somehow let us know - L&L
[ In Reply To ..]which restaurant this is so we can boycott it? I boycott several restaurants on behalf of my gay relatives. I'm betting, though, this is all ready on my boycott list.
Dont mind at all answering - P
[ In Reply To ..]How about Cracker Barrel? Apparently this place has issues in keeping their reputation up to par because have read about their treatment of others. Not my #1 restaurant but hubby does like to go there.
Top of my DO-NOT-GO list. Most notably - L&L
[ In Reply To ..]anti-gay. I believe in supporting local restaurants rather than chains anyway. Try to find somewhere else to please hubby (unless YOU'RE the one paying!, then go where you want).
He is more than likely one of several “restaurant managers” or an “assistant manager” - Hope this is helpful
[ In Reply To ..]As you have mentioned the name of the establishment, there is more than likely a general manager overseeing the restaurant managers and a regional manager overseeing the general managers. I would call the location you dine at and ask the name of the general manager, then ask to make an appointment to speak with him or her. If they are not willing to let you speak with the general manager, then find out who the regional manager is and speak with them; you will more than likely have to call corporate to find out who the regional manager is.
Yes, someone may be reprimanded for the way you were treated, but I agree with other posters in that you are more than likely not the only person this particular manager has treated in such a disrespectful manner; the customer is always right! Another poster mentioned “there are plenty of competent people ready and willing to take his place” and I would be one of them; I just graduated on Friday, November 9, with an Associate’s degree in Hospitality and Restaurant Management (really need to get out of the dying profession of MT).
Without a doubt you were treated poorly and the situation should have been handled differently. Also, the manager should have taken your original plate and brought you a new plate with the correct portion size, apologized for the confusion, and that should have been the end of it; this business about adding an additional charge is ridiculous! I am curious if the manager even spoke with the server? Reading your post really struck a chord with me and goes against everything I have learned about the hospitality industry; I hope you get the resolution you clearly deserve, and please let us know what happens. Good luck! :0)
You have gave me something to go on - P
[ In Reply To ..]and I appreciate the information because that is exactly where I will start tomorrow. I don’t think the customer really matters that much anymore but they should. When I called the company the very next day after being there, I had the total for the charge, they found it and could even tell me what I had. What really surprised me was the fact this person could just make up a charge and I would like for the higher ups to know that. If you look on their website you see a regular slice of country ham, not a half or a fourth. Again thanks and congrats about your new endeavors and good luck with that.
Resolution, that fast? - P
[ In Reply To ..]Just spoke with a manager at the store and he told me he would contact the general manager who was out of town. I immediately got a call from the general manager with the resident manager working today on the line so speaking with both. They have been able to call up the ticket, know what was bought, how much it SHOULD have been and have spent at least 15 minutes on the line speaking with me. I said it was not the price of what I was charged but my feeling about being lied to and overcharged. I also told the general manager I believe firmly that the manager there that night took my ticket and changed the real price of $4.99 to over $6.00 because he was trying to compensate for his telling me in the first place "maybe your server thought you ordered the half serving" when there is no half serving to start with. The general manager said he would take care of the issue and he is sending me and my husband a gold card to come back, have a meal complete with drinks and dessert to boot. My goodness, the man even asked if I had grandchildren he was going to include them and he said would enclose extra cards! I had called corporate for the past month and I did not intend to let this drop. I as the customer spending my money should be treated fairly and this was not. Someone said about having a person lose their job? If you are in a managerial position then you should know how to treat a person, how not to tell a bold face lie to them and also how not to cheat and overcharge them. How about our jobs where if we put in a comma incorrectly we catch you know what? I do not mind heaping praise when I think it is warranted but I also do not mind trying to right a wrong. Now, off soap box. Thanks everyone.
Fantastic! - Hope this is helpful
[ In Reply To ..]I am pleased that you were able to get a satisfactory resolution; I had no doubt they would do whatever they could to keep an existing customer happy.
Thank you for the congrats, I appreciate it! :0)
my take - sm
[ In Reply To ..]I think you are being awfully vindictive over $1.01. He offered you a refund; did you take it? Then what are you whining about? I think being this vindictive reflects more on your character, or lack thereof, then whatever this manager did reflects on his character. He offered to make it right for you. What else do you want? For him to be drawn and quartered? Tarred and feathered? Dragged down the main street of your town behind a horse?
I have worked in both the restaurant industry and retail, and I am here to tell you that NO, the customer is NOT always right. That's utter BS. And let me tell you, you can complain till the cows come home and they just will not care. They will hang up the phone and laugh at you.
You really need to let this go. Put on your big girl panties and deal with it.
Appreciate your concern and I did deal with it - P
[ In Reply To ..]I have no problem if I am wrong and saying so. The only issue here is I am not wrong, have backup to prove it (as in the receipt) and I want fair and this was not. I care less about what others think, such as one might think i am being vindictive, way past the age of caring. I can afford the extra dollar or so but what about the next person who maybe cannot afford and then getting the same treatment. Nah, others can be stepped on if they would like, not me. What one person does does not dictate what I do. As a manager you do not stand and lie to me and then overcharge me??? If others accept, that is on them.
Good for you! I'm proud you did what you did! - Too many people just
[ In Reply To ..]let things go, and standing on principle is a wonderful thing! I applaud you!
Reply to sm - anon
[ In Reply To ..]I am curious to ask you, just what would you stand up for? This woman was cheated and lied to and she stood up for herself and yet you find fault with that. It's not about the money, it's principle. And if he cheated and lied to her, he has probably done it before and will continue to do it until someone stops him - which is what she did. It's people like you for whom this quote was meant - "evil exists where good people do nothing".
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