Restaurant reparations

B-Line · #1 05-06-2009, 01:25 AM

Hey folks..

Wanted to get your thoughts..

Valentines Day, I had some family in town and six of us went on a double date to a fancy LA restaurant. The short version of the story goes like this:
Sat us two hours late.
Food was mediocre
Table was horrible, smokey and cold, by the door..

Basically our V-Day was ruined by a bad restaurant experience.

So I went on Yelp and wrote an absolutely scathing review. A few weeks later the restaurant tracked us down by our reservation and apologized. They sent me and my wife a coupon for a free meal.

So here's my questions..
1) Do we accept the free meal?
2) Do I take down the bad review of the restaurant?
3) Do we accept the free meal, leave the bad review, and write an update, showing that the restaurant tried to make it better...

But here's the other thing that bothers me. There were six of us there for V-day. Two local couples and one couple from out of town. Considering they ruined all our V-Days, shouldn't they try to get all of us back in for a free meal or at least, my wife and I and the other local couple?

The coupon also says, "does not include tip or alcohol.." which I can understand, but really, isn't this a half assed attempt...

Or should I just forgive them, take down the bad review and move on?

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FSETH · #2 05-06-2009, 01:30 AM

I vote for #3.

Atleast they are trying. If you aren't happy this time, then never go back.

blondboinsd · #3 05-06-2009, 01:34 AM

Quote:

Originally Posted by B-Line

Hey folks..

Wanted to get your thoughts..

Valentines Day, I had some family in town and six of us went on a double date to a fancy LA restaurant. The short version of the story goes like this:
Sat us two hours late.
Food was mediocre
Table was horrible, smokey and cold, by the door..

Basically our V-Day was ruined by a bad restaurant experience.

So I went on Yelp and wrote an absolutely scathing review. A few weeks later the restaurant tracked us down by our reservation and apologized. They sent me and my wife a coupon for a free meal.

So here's my questions..
1) Do we accept the free meal?
2) Do I take down the bad review of the restaurant?
3) Do we accept the free meal, leave the bad review, and write an update, showing that the restaurant tried to make it better...

But here's the other thing that bothers me. There were six of us there for V-day. Two local couples and one couple from out of town. Considering they ruined all our V-Days, shouldn't they try to get all of us back in for a free meal or at least, my wife and I and the other local couple?

The coupon also says, "does not include tip or alcohol.." which I can understand, but really, isn't this a half assed attempt...

Or should I just forgive them, take down the bad review and move on?

B-Nobody is perfect. V-day is i'm sure a huge night for them and most likely their not equipped to handle it. I would be kind, forgive, take the coupon, remove the review and move on with your life.

Also what do you expect them to do for the out of town people? Fly them in for free? That is a bit petty don't you think? I mean I understand the frustration but c'mon

jsears · #4 05-06-2009, 01:35 AM

I vote #3.

Go and give it another try. If its still horrible service scratch it off the list and don't go back!

Thunder22 · #5 05-06-2009, 01:41 AM

This is a big topic in NY as well. The "coupon" is seen as a bribe to take down the bad review and it doesn't give other prospective diners true insight into the restaurant if you take it down. It's up to you what to do, but what my circle of friends have done in the past is accept the restaurants "bribe" and if the problems have been resolved, they write a new reivew, but the original stays. The original can be updated to point to the new one or have the new one reference the old one. Whether it was a holiday or a Tuesday during the summer they should provide the same high level of service, not sacrifice service for cramming in as many reservations as they can and praying that they will handle it successfully.

One thing that is kind of half-sincere on their part is only bribing you with 2 dinners if they blew the meals for a party of 6. That perceived insincerity would probably steer me away from accepting the coupon and I wouldn't go back.

blondboinsd · #6 05-06-2009, 01:42 AM

Quote:

Originally Posted by gresch

This is a big topic in NY as well. The "coupon" is seen as a bribe to take down the bad review and it doesn't give other prospective diners true insight into the restaurant if you take it down. It's up to you what to do, but what my circle of friends have done in the past is accept the restaurants "bribe" and if the problems have been resolved, they write a new reivew, but the original stays. The original can be updated to point to the new one or have the new one reference the old one. Whether it was a holiday or a Tuesday during the summer they should provide the same high level of service, not sacrifice service for cramming in as many reservations as they can and praying.

Great Point. Do you find the majority of them are flukes or just have bad service?

Thunder22 · #7 05-06-2009, 01:47 AM

Quote:

Originally Posted by blondboinsd

Great Point. Do you find the majority of them are flukes or just have bad service?

It depends. 2 family members are corporate event planners so I get to try out new restaurants a lot with them, the instances of bad service/meals increases dramatically the more you go out

.... they both have horror stories, but it takes a real disaster for either of them to write anything online. I have other friends who are major "foodies" who write reviews every time they go out it seems....

PersonaNonGrata · #8 05-06-2009, 04:23 AM

I agree with the others. It is a nice gesture even if they have an ulterior motive. They went to some effort to track you down so they deserve a chance just for that. Let them earn your business and their reputation back. I also agree that many restaurants would just leave it as it was and didn't bother to try and bring you back.

If things improve, acknowledge it. If they didn't, be honest in a subsequent review but remain objective.

Enjoy the meal.