Do you ask for compensation for poor service?
Mar 4, 2015 | 1:30 am
#16
FlyerTalk Evangelist
Join Date: Jan 2004
Location: About 45 miles NW of MCO
Programs: Acapulco - Gold, Panama - Red, Timothy Leary 8 Mile High Club
Posts: 31,268
Last night I watched a server deliver a pint of beer to the table next to me. The glass was half head. The patron handed the glass right back to the server. When she returned, the glass was full. Bravo!
Mar 4, 2015 | 10:55 pm
#17
Join Date: Mar 2014
Posts: 1,783
Last month I ordered farfalle pasta online for takeout. Five minutes after I ordered, the owner called me to say he was out of farfalle but had penne.
A couple of weeks ago I ordered a calzone for delivery. My receipt said I would receive delivery in 35-60 minutes. After 90 minutes I called the restaurant and they said they would deliver "soon" which turned out to be 10 minutes later.
Last week I ordered Pizza Hut for carryout. I was quoted 30 minutes but waited 50 minutes for a single box of pasta and breadsticks.
Tonight at 5:00 I ordered chicken wings for pickup at 5:40. I arrived at the restaurant at 6:00 to be told my order was not ready yet. It was ready 10 minutes later -- and missing ranch sauce for the side of celery.
I received a verbal apology from everyone but no compensation from anyone. Do I expect too much?
For the farfalle, I mentioned the issue in a Yelp review. For the calzone, I filed a credit card chargeback, reasoning that I had agreed to a specific delivery window and they failed to deliver as promised. For Pizza Hut, I wrote into customer service and received a coupon for a free large 3-topping. For the wings, I wrote into customer service 10 minutes ago and expect some sort of coupon or refund.
A couple of weeks ago I ordered a calzone for delivery. My receipt said I would receive delivery in 35-60 minutes. After 90 minutes I called the restaurant and they said they would deliver "soon" which turned out to be 10 minutes later.
Last week I ordered Pizza Hut for carryout. I was quoted 30 minutes but waited 50 minutes for a single box of pasta and breadsticks.
Tonight at 5:00 I ordered chicken wings for pickup at 5:40. I arrived at the restaurant at 6:00 to be told my order was not ready yet. It was ready 10 minutes later -- and missing ranch sauce for the side of celery.
I received a verbal apology from everyone but no compensation from anyone. Do I expect too much?
For the farfalle, I mentioned the issue in a Yelp review. For the calzone, I filed a credit card chargeback, reasoning that I had agreed to a specific delivery window and they failed to deliver as promised. For Pizza Hut, I wrote into customer service and received a coupon for a free large 3-topping. For the wings, I wrote into customer service 10 minutes ago and expect some sort of coupon or refund.
Have you tried, you know, cooking?
Mar 5, 2015 | 2:19 pm
#19
A FlyerTalk Posting Legend
Join Date: Jun 2004
Location: Either at the shooting range or anywhere good beer can be found...
Posts: 52,783
http://www.yelp.com/biz/minas-grill-...ANlWufjOXBlquA
This is my review. You and others can judge for yourself.
This is my review. You and others can judge for yourself.
Mar 5, 2015 | 2:44 pm
#20
Join Date: May 2012
Location: San Antonio, TX
Posts: 506
Chargeback on a food item that was delivered but late I find
stretching it a good bit... after all you received the food and
presumably consumed it.
I would call that a fraudulent chargeback... far too much of
that going around in this gimmie compensation world we
seem to be living in.
You do realize merchants pay a premium for offering consumers
the ability to pay by credit card instead of cash?
...and that the merchant is charged anywhere from $25 to $35
for a chargeback on a single transaction?
I'm willing to bet that merchant has your credit card blacklisted.
stretching it a good bit... after all you received the food and
presumably consumed it.
I would call that a fraudulent chargeback... far too much of
that going around in this gimmie compensation world we
seem to be living in.
You do realize merchants pay a premium for offering consumers
the ability to pay by credit card instead of cash?
...and that the merchant is charged anywhere from $25 to $35
for a chargeback on a single transaction?
I'm willing to bet that merchant has your credit card blacklisted.
Mar 5, 2015 | 2:48 pm
#21
Join Date: Feb 2008
Posts: 1,154
I've got to fall on the side that the OP is expecting way too much for fairly minor inconveniences. The chargeback for the calzone? That's borderline fraud in my opinion.
Most places I've been if it was bad enough that there probably should have been some sort of compensation the restaurant offered it without me asking. I've had some places that offered some compensation for stuff that I wouldn't have ever considered asking for it.
Most places I've been if it was bad enough that there probably should have been some sort of compensation the restaurant offered it without me asking. I've had some places that offered some compensation for stuff that I wouldn't have ever considered asking for it.
Mar 9, 2015 | 10:16 pm
#23
Join Date: Mar 2014
Posts: 1,783
http://www.yelp.com/biz/minas-grill-...ANlWufjOXBlquA
This is my review. You and others can judge for yourself.
This is my review. You and others can judge for yourself.
Mar 10, 2015 | 1:17 am
#24
Join Date: Feb 2015
Location: UK
Programs: Emirates Skywards Silver
Posts: 384
Last month I ordered farfalle pasta online for takeout. Five minutes after I ordered, the owner called me to say he was out of farfalle but had penne.
A couple of weeks ago I ordered a calzone for delivery. My receipt said I would receive delivery in 35-60 minutes. After 90 minutes I called the restaurant and they said they would deliver "soon" which turned out to be 10 minutes later.
Last week I ordered Pizza Hut for carryout. I was quoted 30 minutes but waited 50 minutes for a single box of pasta and breadsticks.
Tonight at 5:00 I ordered chicken wings for pickup at 5:40. I arrived at the restaurant at 6:00 to be told my order was not ready yet. It was ready 10 minutes later -- and missing ranch sauce for the side of celery.
I received a verbal apology from everyone but no compensation from anyone. Do I expect too much?
For the farfalle, I mentioned the issue in a Yelp review. For the calzone, I filed a credit card chargeback, reasoning that I had agreed to a specific delivery window and they failed to deliver as promised. For Pizza Hut, I wrote into customer service and received a coupon for a free large 3-topping. For the wings, I wrote into customer service 10 minutes ago and expect some sort of coupon or refund.
A couple of weeks ago I ordered a calzone for delivery. My receipt said I would receive delivery in 35-60 minutes. After 90 minutes I called the restaurant and they said they would deliver "soon" which turned out to be 10 minutes later.
Last week I ordered Pizza Hut for carryout. I was quoted 30 minutes but waited 50 minutes for a single box of pasta and breadsticks.
Tonight at 5:00 I ordered chicken wings for pickup at 5:40. I arrived at the restaurant at 6:00 to be told my order was not ready yet. It was ready 10 minutes later -- and missing ranch sauce for the side of celery.
I received a verbal apology from everyone but no compensation from anyone. Do I expect too much?
For the farfalle, I mentioned the issue in a Yelp review. For the calzone, I filed a credit card chargeback, reasoning that I had agreed to a specific delivery window and they failed to deliver as promised. For Pizza Hut, I wrote into customer service and received a coupon for a free large 3-topping. For the wings, I wrote into customer service 10 minutes ago and expect some sort of coupon or refund.
Every thought of trying to learn how to cook rather than relying on unhealthy takeaways ?
Mar 10, 2015 | 8:05 am
#25
FlyerTalk Evangelist
Join Date: Feb 2010
Posts: 13,595
That is completely beyond reasonable - they called and let you know they were out of one shape of pasta, and could they substitute. You had the option to cancel your order at that point, or accept the substitution - no additional compensation necessary. Just as if you were in a sit down restaurant, ordered the fish, and were told 'sorry, we are out of the fish, is there anything else you would care for'.
Mar 10, 2015 | 9:05 am
#26
Original Poster
Join Date: Nov 2013
Posts: 4,374
That is completely beyond reasonable - they called and let you know they were out of one shape of pasta, and could they substitute. You had the option to cancel your order at that point, or accept the substitution - no additional compensation necessary. Just as if you were in a sit down restaurant, ordered the fish, and were told 'sorry, we are out of the fish, is there anything else you would care for'.
Tangent: twice in the last year, I've been seated at a restaurant and later asked to move to accommodate a larger party. In both cases, which occurred on opposite coasts of the country, the restaurants comped an appetizer for everyone in my party. If a third restaurant asks my party to move but offers nothing beyond a verbal thank you, I would be disappointed.
Mar 10, 2015 | 9:16 am
#27
Join Date: Mar 2007
Programs: QFF Gold, Flying Blue, Enrich
Posts: 5,369
That is completely beyond reasonable - they called and let you know they were out of one shape of pasta, and could they substitute. You had the option to cancel your order at that point, or accept the substitution - no additional compensation necessary. Just as if you were in a sit down restaurant, ordered the fish, and were told 'sorry, we are out of the fish, is there anything else you would care for'.
Mar 10, 2015 | 11:23 am
#28
FlyerTalk Evangelist
Join Date: Apr 2001
Location: Denver, CO
Programs: UA Silver, Bonvoy Gold, Hyatt Discoverist
Posts: 23,164
Since we have a daughter with food allergies, we inform the server and manager of the situation. The great majority of the time, it works out great--and we tip well to show our appreciation.
When it doesn't, we let them know what needs to be done, and they make it right. We have never explicitly asked for compensation in those situations, but the server/manager often will remove Miss Swede's meal from our bill (and we tip 20% pre-removal to show our gratitude). Honestly, anything extra is above and beyond our expectations. In one situation, Red Robin removed Miss Swede's meal from the bill and gave us a $25 gift card. In another situation, a hotel restaurant paid for our hotel stay (although that was a more serious situation that almost ended up with a trip to the ER).
When it doesn't, we let them know what needs to be done, and they make it right. We have never explicitly asked for compensation in those situations, but the server/manager often will remove Miss Swede's meal from our bill (and we tip 20% pre-removal to show our gratitude). Honestly, anything extra is above and beyond our expectations. In one situation, Red Robin removed Miss Swede's meal from the bill and gave us a $25 gift card. In another situation, a hotel restaurant paid for our hotel stay (although that was a more serious situation that almost ended up with a trip to the ER).
Mar 10, 2015 | 11:58 am
#29
Join Date: Mar 2014
Posts: 1,783
Since we have a daughter with food allergies, we inform the server and manager of the situation. The great majority of the time, it works out great--and we tip well to show our appreciation.
Mar 11, 2015 | 10:25 am
#30
Join Date: Aug 2010
Location: YWG
Programs: Aeroplan, MileagePlus, Marriott Rewards
Posts: 2,208
I'd only ask for compensation from a restaurant if their poor service somehow caused an expense for me, e.g. a waiter spills soup on my pants, or a maitre'd tells me it's OK to park in their lot but I end up getting a ticket/tow, etc.
Fortunately, this has never happened to me.
Fortunately, this has never happened to me.