How to send back food at a restaurant

by Jen

“What’s the point of saying anything? We just won’t come back.”

Lately, the majority of restaurants I’ve eaten food from have disappointed me. This includes everything from fast food and takeout to sit-down dining. I ordered a salad that was supposed to have onions, but didn’t – it was completely flavorless. I ordered a meal involving beef at a fast food place, and the beef was just fat and gristle. Did I send these meals back, or even mention to the staff that they weren’t as they should be? No, I just said “I’ll stop coming here.”

Then I went to a really good restaurant that serves a dish I crave now and then. I took my first bite, all set to savor that unique flavor, and it tasted like a particularly good TV dinner I get for about a quarter of the price of this meal. I politely told the waiter the kitchen had left something out of the sauce. He took it back, and I was right – the chef even told him to tell me that was a “good catch.” They fixed it, and I enjoyed my meal. If I hadn’t spoken up, that would have been a really disappointing experience.

You are absolutely entitled to a meal that’s made from decent ingredients, meets the description in the menu, and tastes good to you. I have even worked at restaurants that would replace your meal just because it unexpectedly didn’t suit your tastebuds. Good restaurants want to hear when they’re doing something wrong. It’s how they improve. Those who don’t care enough to do something to fix the problem really should be avoided.

If you’re shy about speaking up, or if you’ve been told you’re rude for doing so, here are some tips for sending back food in a constructive manner.

• The person who brings you your food most likely did not cook it, so don’t treat them as if they’re to blame. Servers, who work for tips, are motivated to see that you’re happy and will advocate for you in the kitchen, especially if you’re polite and understanding. Give them the benefit of the doubt. If they don’t take care of it, ask to speak to a manager.
• Explain very clearly what’s wrong with the food and what you want done about it. Try to identify what’s missing, what’s not fresh, etc. They may offer to cook another meal for you, or cook a different meal at the same cost, or give you a freebie like dessert. Very few restaurants will offer to take the cost of the item off your bill (not sure about fast food – I’ve never tried it there), but some will “comp” the meal if you argue your case for it. Decide in advance what you think is fair and why, and be prepared to accept something else if they just won’t give you what you want.
• Complain early! If you eat most of the meal to see if it ever gets better, your complaint won’t seem as valid. There are actually people who do this scam routinely to get free food – they eat most of their meal, then insist it was inevitable and must be taken off the bill. If you do this twice in the same restaurant, expect to be asked not to return. Seriously. It’s the same as shoplifting, and they have a legal right to refuse service to you.
• A server or manager may politely try to explain to you that you’re mistaken, and they may be correct. You may have misread the menu, or it may be that weird flavor you’re tasting is an unfamiliar ingredient rather than something that’s spoiled. Be open to the possibility that you’re wrong. They should still offer to fix something else for you at no charge, however, if you really find the meal inedible.
• If the explanations they’re offering don’t add up, or you get the feeling they’re trying to hard-sell you into shutting up about your valid complaint, you should ask to speak to someone higher up. If there is no one higher up, ask for the number of their corporate office – this lets them know you’re serious and not buying their excuses.
• If the staff person you’re dealing with doesn’t understand your language well enough to understand your complaint, please don’t insult them about it – it’s rude and it doesn’t help you get what you want. Just politely ask to speak to a manager.

Related posts:

1. Avoid long restaurant waits on Mother’s Day
2. Is fast food bad for me?
3. 12 ways to save money on eating out
4. Corn and Bacon pie
5. Organic food, genetically engineered food – what to eat?

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Posted in Easy Food, Personal Development on July 30, 2009
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