When faced with a complaint in the restaurant where I work, I usually try to "make it right" on the spot. It happens very rarely thankfully.
It never get's to the point where a patron has to feel uncomfortable in bringing something forward, as I don't fight back, or disagree, I accept what they are saying and apologize. If in the end, I am comp'ing a meal, I always invite them to contact me personally the next time they are coming so that we can "wow" them.
Too bad that you didn't feel comfortable at bringing it up at the time because while I can't speak to their management style, they might have been able to address it for you if their staff are empowered to do so.
As "pourboi" (hey, nice handle) suggested. Weeding out the circumstances afterwards is somewhat a chore in a high volume restaurant but they will do it if they care. If they are having issues with their emails, you may want to follow up with a short call asking them if they received it? Hopefully they come through for you.
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