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Have you ever complained about service in a store, rest... - 2/2/2011 7:37:12 AM

TotallyDude

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A few days ago I was having lunch with a dear friend of mine who is ruthless to a fault with service personnel. Not all that surprisingly, she's never had a terrible job and she also never tips much. She's a lovely person despite these irritating traits, but she's also very much inclined to demand imperiously to "Bring me your manager" if she feels at all slighted by the service she receives. To my embarrassment she started to do it again at lunch because "That girl didn't refill my water enough," though I shamed her out of it and we went on about the day.

On the other extreme, I tend to be polite and indulgent with people who are clearly doing their best at bad jobs on bad days, and if anything I find customer service mishaps a little comical. The only time I think I've ever complained about service wasn't even on my behalf. I threw a fit at a hotel when I overheard the desk clerk refer to a customer walking back to the elevators by the ugliest of racist insults.

Where do you fall between the two extremes? Do you tend to be extremely demanding about receiving excellent customer service in all situations or are you more inclined to let things slide especially if it's pretty clear everyone is doing their best under stressful circumstances?

ETA If the waitress is hot I tend to tip more.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 8:02:19 AM

gungadin09

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i almost never complain, even when the restaurant clearly deserves it. i don't know if that makes me gracious or a wus. i worked as a cook for a long time. i think it makes me more critical of restaurants. i notice their mistakes, but i usually let it slide.

What bugs me more is lack of effort rather than the mistake itself. Like, if the meat came out at the wrong temperature i wouldn't make a fuss. But if the server stood around talking to his friends while the dishes piled up at the table- that would bug me. But i probably still wouldn't say anything.

i have come to expect pretty bad food and service from most restaurants-even the supposedly good ones, which is why i don't eat out more. If i ever own a restaurant and i was in charge of the staff, i would be a Nazi.

So, to answer the question, i guess i have pretty high expectations, but i don't freak out when their not met. And i always tip well, and if i can see that they did a good job, i tip REALLY well.

pam

< Message edited by gungadin09 -- 2/2/2011 8:05:49 AM >

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RE: Have you ever complained about service in a store, ... - 2/2/2011 8:10:03 AM

TotallyDude

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quote:

What bugs me more is lack of effort rather than the mistake itself. Like, if the meat came out at the wrong temperature i wouldn't make a fuss. But if the server stood around talking to his friends while the dishes piled up at the table- that would bug me. But i probably still wouldn't say anything.

Yeah, this seriously annoys me too. I'm more likely to get someone's attention and insist they get their ass over to my table with all speed than to take the complaint to a manager. Usually if you do this once the level of attentiveness escalates for the rest of the meal. After that, the tip depends on how penitent and diligent they were for the rest of the meal. That seems fair.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 8:56:48 AM

Hillwilliam

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I'll complain if the food is improperly cooked or if I get bad service (outside of restaurants as well).

One thing that you need to realize is that the person you talk to probably is NOT the person at fault so I try to soften the blow by initially saying "OK, I know this isn't your fault but you're the point of contact"

As for how often I complain. Probably around 1-3% of the time so I'd say Im on the low end.

Like the OP, I had a friend that complained everydamntime we went out someplace.
Solution.....quit asking them if they want to join you.

(in reply to TotallyDude)

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RE: Have you ever complained about service in a store, ... - 2/2/2011 9:09:57 AM

windchymes

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I had a little mini-trantrum in Lowe's a couple weeks ago. I couldn't find something, and though I tried my best to look like I was looking for something and couldn't find it, 4 store clerks looked at me but didn't offer assistance. In fact, they sort of made themselves scare. So I found another small cluster of store clerks and made my frustration and feelings of neglect known. They did scurry to find a clerk who "handled" what I was looking for. I never seem to have that problem in the Home Depot.

On the other hand, I've had mini-tantrums when I've walked into Bath & Body Works and gotten ambushed by 3 or 4 clerks before the door was even closed behind me. The store's less than 20 ft. wide, and every product is prominently displayed. I think I can find the cucumber melon lotion. They seriously need to pay those people a salary and get them off commission.

Oh dear, I'm having a mini-tantrum right now!

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RE: Have you ever complained about service in a store, ... - 2/2/2011 9:11:01 AM

Phoenixpower

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It depends...

back home in Germany I can't remember to have ever complained about service (not saying it is great but I simply didn't feel the need to)...also I remember times where I was too shy to say something, as it was when I was invited for a meal out with 2 colleagues to celebrate their birthdays and got a tomato with squib salad instead of the tomato salad which I had ordered...there I should have complained but remember I felt embarrassed to do so at that time aged 19...I didn't eat the salad as I don't eat sea food...

However over here I did in the first years, but about 2.5 years ago I gave up...as the day just wasn't long enough to handle uni, work, placement and remembering to fill out my complaint...

the royal mail here got about 15 complaints from me during my first year uni, as their staff kept damaging my books with folding them and squeezing them through the tiny letter box I had at that time...on one occassion they told me they've put their staff under disciplinary procedures as he got so cheeky to tell me I should buy another post box and put it on the floor, so they can leave my post in there...so I told him "nope, you can take it back and leave me a picking up leaflet." following which he said "but you always get so much post...." WTF??? He somehow needed that reminder that me getting post is actually the way how his salary is getting paid

So overall I don't complain that much anymore, as at present I don't have the energy left for it anymore...

however, one attitude which I obviously adapted from my dad is to leave a store or a restaurant if I have to wait too long for no apparent reason. So e.g. a while ago I wanted to buy cat food and drinks on my way home but their staff was more interested in privat chit chat than to serve their customers. I waited a short period of time and then left the store, leaving them the items at their check out to put them away again...wasn't important enough to wait until they bother...

on another occassion I had problems with my electricity key and got a replacement one...I then had accidentially both with me, the broken one and the replacement and was reasonably sure which one is new one...I decided at one of the corner stores to let him first check that key and top it up and then shop at his store as he got on my nerves before already with what he considers as great customer service (I was served whilst he and his colleague chatted on and on and on, barely noticing me whilst they put my goods through their system. I was glad when I had left as it felt just odd...and don't get me wrong, I am not someone who wants to talk much with that staff, however, I don't have an interest in their rambling for ages either).

So I gave him my new key and he knew I had a broken one in the past and claimed it wouldn't work...so I went straight to my favourite corner shop checking the same electricity key there and voila...it worked...so since then that other corner shop lost me as a customer, when he felt it isn't worthy enough for him to bother to top up electricity a la he wouldn't earn much on doing so...well, he would have, after that topping up.

On a different occassion I complained once again about royal mail...where there a person behind the counter tried way too hard to talk to me...and when I go into a store I don't go there to talk as such. Brief "how are you" is fine but don't overload me with chit chat, unless I meet you regular and we have some sort of being familiar with each other...she kept trying to talk to me, not getting the fact that I had no interest in it (I had just worked through 2 nights in a row on my dissertation on top of working at my employer at daytime and as I was knacked but knew I still have to function another day shift at work which involves lots of talking I had no interest to entertain her on top of it). So I emailed them again, not because of he trying too hard, but because of her comment on top of it which was something like "are you in a bad mood?" Hello? I just came to post a parcel, I am not there to chit chat, and you are in no position to judge if I am in a bad mood or not when all you are supposed to do is to tell me how much it costs and to give me a stamp for it.

These days I enjoy that many post offices have self service maschines and I love them...they don't talk (neither with colleagues nor too much with me) but post my stuff...ideal...same in some supoermarkets

So I think I am somewhere in the middle...I can, when I have the time and energy left to bother...otherwise I just let it go. But if I am left to wait too long in a restaurant or store, for no real reason (I don't blame a store if all counters are in use and their staff does their work instead of talking to colleagues or talking way too much with customers about their last night out) then I am gone. And that I have from my dad, he was a manager in a popular DIY store in germany and always observed customer service as he regular pulled his staff on the carpet for it and had the habbit in his store that customers are entitled to 5 pound if they have to wait for more than a few minutes during check-out, when not all counters are open. So he was always keen on delivering the best possible customer service but also expected the same in return...and you grow into that as a kid when that is topic every time you go out with him due to his reaction or talk about it afterwards.

< Message edited by Phoenixpower -- 2/2/2011 9:20:47 AM >

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RE: Have you ever complained about service in a store, ... - 2/2/2011 10:23:50 AM

sirsholly

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quote:

Where do you fall between the two extremes? Do you tend to be extremely demanding about receiving excellent customer service in all situations or are you more inclined to let things slide especially if it's pretty clear everyone is doing their best under stressful circumstances?

I am not demanding at all, and it takes a great deal for me to voice a complaint.

No matter who you come in contact with, the bottom line is they are human. Sure the waitress might be distracted and forgetful, but what is really going on with her? Does she have a sick child at home and is devastated that she cant be with him? Marital or health issues?

There is a human being behind every job title.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 10:59:02 AM

Aynne88

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What Holly said. If I had a friend like the OP's, I would never go out with her. Asking for a manager over water? FFS.

.....

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RE: Have you ever complained about service in a store, ... - 2/2/2011 11:10:09 AM

pahunkboy

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I live in bliss- and have never complained.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 11:46:36 AM

tazzygirl

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quote:

ETA If the waitress is hot I tend to tip more.

ROFL As if "hot" is the measure of competent.

Im not "hot". But my customers tip me well... extremely well... because I am knowledgable about the products (food), attentive to all their needs (including the little pillows the "ladies" like to sit on) And I take responsibility for errors that I make.

Serving is a science. Not rocket science. Our "hottest" waitress is a coke head and cant seem to come up for air from the bottle. A server makes, at least in my state, 2.83 an hour. We deal with "people" like your friend everyday. Believe me, that attitude isnt special, or uniquu. You would me amazed at how much the inconsideration exhibited from one table will boost the tips at another.

The caliber of knowledge from our customers is appaling. We charge a rocks charge... an extra 1.50 for an extra pour on your drinks... ie. Stoli on the rocks. The Stoli is 6.50. The rocks (the extra) is another 1.50.... 8.00 for a 2 ounce drink. But our computer system is hand made, and the charge comes out on the sheet as Stoli 6.50, on the rocks, 1.50. We then have taken a glass and showed them the difference between a single shot and a rocks pour. Yet, we get told repeatedly... dont charge me for the "ice" because if you do, you will never see me back here again. oooooooo how I wish I could say what I want to say. But we smile and just order the same drink, and have started changing the price of Stoli to reflect 8.00 for the total charge instead of breaking it down. And no one complains.

Customers come in to order sushi and a meal. I will attempt tp stop them when they have ordered too much food. And its the only restaurant I have ever worked in that customers complain about getting too much food.

Like most complaints written about on blogs, you dont go into details such as how busy the restaurant may have been. Foodies have become the "do me now" crowd. Immediate palate gratification demanded. When was the last time you served 21 people who came in to your place of business within a 30 minute time frame?

quote:

I had tried to get reservations for 7:30 (for a party of 8!) but all they had was 8:45...we took it anyway, but had to wait an extra half hour once we got there. I don't know how their reservation system works, but it's clearly inadequate. I assume they were just trying to pack as many people into the restaurant as possible, without leaving enough time to space out the parties correctly - at least, that's how it looked, as you could not have fit more people in there last night. Once we were finally seated, though, things started looking up. The waiter was attentive as far as orders and water were concerned, and was quite nice. The food itself was pretty good, with cool presentation! Some of it is overpriced, sure, but it was fun. Unfortunate that it took them so long to seat us...it took a while to get the check as well. So if you don't mind getting a drink and waiting a bit, it might be worth it for the food, but otherwise I suppose it's not as attractive as it could be.

A complaint listed on a foodie site. My response to this would be... you want us to force a party to get up from a table because you are ready to eat? We cannot control how long someone decides to linger. We give three hours for a large party to eat. If eating in a popular restaurant, and having to wait, is such a big deal to you.. go to Mc Donalds.

And this one is my absolute favorite!

quote:

My God. Such a beautiful place and so much potential. All they have to know are the basics like a spoon for soup or a drink order with enough time to digest or converse.What the hell happened to them???? I order the drink. solid whiskey no vermouth...have to send it back or ask for the vermouth...I drink a sip of the cocktail and IMMEDIAYELY comes the full dinner fr bothe parties. Are you crazy?? No one serves the full meal one minute after a patron orders the cocktail..imagine the clash of tastes.Then OF COURSE the meal was barely warm when we got it. sent it back coached the manager who said he did not have to do anything and I said Yes you do you are a manager of a restaurant. You must give a spoon for soup ...then the food came back to the table reheated three times and HARD then NO Waitress whatsoever. waitign for ever. WHY THE HELL DID I TIP THIS FACADE OF A CRAP PLACE??? I feel like an idiot. I am writing this because it is a beautiful place but the potential is wasted. they need radical meetings and clean up their act. I am sure there was a rataliation into my returned food if you know what i MEAN.

She asked for a whiskey martini, extra dry, on the rocks. They ordered their meal at the same time they ordered their drinks.

She ordered the Thai Spicey Duck, which takes 10 minutes to prepare.

She went to our Manager where she demanded the meal to be free.

The waitress was me. And, yes, she was well taken care of. The food was hot when taken to her table. She demanded a recook and it was done.

The kicker? She was blogging this from her table. Then demanded another drink. When she attempted to go to the bathroom, she was stumbling. So, I declined the request, per state alcohol laws. Thats when she became furious and started demanding things of the manager.

quote:

I am sure there was a rataliation into my returned food if you know what i MEAN.

Gotta love this one. Guess she took the movie Waiting as a documentary.

She has been back several times. Always stating she closed down the former restaurant and will close us down as well.

People are arrogant. People are morons. UNLESS and until you have served before, relax, enjoy and enjoy. We want your business. We do our best. But I will not ignore other customers simply because you snap your fingers.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 12:58:54 PM

ShaharThorne

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Gods, Bo is that way. I would go to restaurants where he would not voice a complaint (Gold Corral style). With him being in the restaurant, I know he will be racking up points.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 1:13:31 PM

abrattyprincess

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One time I was out with an ex of mine and as I went to pick up the fork to start eating there was this massive piece of dried spinach (or some leafy green crap) stuck on it. I called the waiter over and asked to see a manager. She came right over and I said.. "Do I have to pay extra for this?" pointing to the fork. She saw it, was very embarrassed, got me a clean fork and my entire meal was free. :D

I was kind of joking but it worked out for me. lol!

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RE: Have you ever complained about service in a store, ... - 2/2/2011 1:31:17 PM

soul2share

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quote:

ORIGINAL: Aynne88
What Holly said. If I had a friend like the OP's, I would never go out with her. Asking for a manager over water? FFS. .....

This too! I'd end up smacking said friend for being obnoxious!

Been there, done that.....waitresses and serving people don't make minimum wage.......they make like $3 an hour and rely on tips to make up the difference. I always leave a tip, the amount of the tip is based on the service quality. I don't raise a stink, mainly because once the customer is appeased, and out of earshot, they become the joke of the day. And that's not just in the restaurant biz.....how many of us have done that ourselves? How many times have you been a witness to the stink, and turned around and called them some name like "jerk" or "idiot"?

Personally, I don't need the server coming to my table every 5 minutes asking how things are.....I ask for a pitcher of tea left at the table, and have told them before that if I need them, I'll call them! I let my tip show my satisfaction of the whole experience.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 2:16:55 PM

LinnaeaBorealis

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Ok, first off, I would like to address the "if they're hot I tip more" remark. I'm hoping that was a joke. Because tipping for something ridiculously subjective like that is unconscionable.

I don't tend to complain because I rarely find something awful enough to make a stink about. And if I do find something, I am pretty discreet about it. I don't get snarky or sarcastic. I am kind with my criticism. And likewise, if someone has given me exceptional service, I will go out of my way to make sure that the management is informed about that. One time I went to a chain gourmet-type burger restaurant & ordered a sandwich that was new to their menu. It was a terrible disappointment, but not inedible, so I ate the whole thing & never said a word. Until the waiter came at the end of the meal & asked how everything was. And I told him. He said he wasn't going to charge me for it. I said that was ridiculous because I'd eaten the entire thing. It just wasn't up to the usual standards of their menu. He insisted & shortly thereafter, the manager came to the table to apologize about the low quality of the sandwich. By now, I was getting a little embarrassed & I kept insisting I would be happy to pay for it because, after all, I'd eaten it. They wouldn't hear of it & also assured me that they would be making a suggestion to "Corporate" to remove the item from the menu.

I pretty generally tip 20% & round up. So if 20% works out to be say, $3.40, I will leave $4.00. But if I receive dismal service & rudeness on the part of the wait staff, I've been known to leave a nickle. It's a small enough amount that it's fairly obvious to the server what message I'm trying to convey.

As for people who consistently complain in restaurants & other service oriented businesses, I think that they must feel very insecure in their own lives & must make themselves feel bigger by belittling others.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 3:04:09 PM

TotallyDude

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quote:

Ok, first off, I would like to address the "if they're hot I tip more" remark. I'm hoping that was a joke. Because tipping for something ridiculously subjective like that is unconscionable.

I was being a little bit flippant. Like you, I normally tip around 20% and round up because I worked as a waiter for a little while (and no matter how hard I tried boy was I bad at it!) so I have extra empathy for anyone who makes their living working in restaurants. Often I tip more than that. I always tip more if service is exceptional or if it's clear the staff are making the best of a hectic/bad night. Holidays hell yeah, I tip more. If the server is funny or charming I tip more because it makes my meal better. And yeah, if I'm honest, if the waiter or waitress or bartender is unusually hot, I probably tip a little more too. I'm a sucker that way.

quote:

Like most complaints written about on blogs, you dont go into details such as how busy the restaurant may have been. Foodies have become the "do me now" crowd. Immediate palate gratification demanded. When was the last time you served 21 people who came in to your place of business within a 30 minute time frame?

Oy vey I know exactly what you mean. There is a ghastly strain of privilege and entitlement running through so many (not all but many) self-proclaimed "foodies." I see the attitudes that even most very spoiled people outgrow sometime in their 20s at the latest still rearing their ugly heads in "foodie" friends of mine who are well into their 30s. It really is appalling.

Tangentially related, Tazzygirl, have you read anything by Anthony Bourdain? His work on restaurants/foodie culture/gourmet chefs is really engrossing and sometimes infuriating to me. I just finished Medium Raw and it was an extremely compelling, fun read.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 3:19:12 PM

sexyred1

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I got out alot in NY and NJ so I have seen everything from the best restaurants to diners.

I find that people are ridiculous in their behavior to waitstaff. They seem to take out their frustrations on them and complain to the manager about the slightest thing.

I was a cocktail waitress in college on Capitol Hill. You have no idea what assholes the senators and their colleagues were to all us cocktail waitresses. They pinched us, wrapped up their room keys in our tips, etc.

I never let anyone touch me and one day one of them patted me on the ass with a big wink. I dropped my entire tray of iced drinks on his lap and winked back.

Of course I got fired, but everyone clapped.

I am a very good tipper and I detest going out with anyone date or friend who tips badly or behaves rudely to the help.

I will only complain if something is very wrong with the food or if the staff is rude, otherwise, sometimes you just don't get something you like, but you chose it. There is a difference between not liking the food and having it come to you wrong.

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Post #: 16

RE: Have you ever complained about service in a store, ... - 2/2/2011 3:32:35 PM

littlewonder

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I only complain if the service is truly horrible.

I may ask politely for something to be replaced or changed if something is wrong with my service but I don't complain.

I've rarely had really bad service. Most have been very nice when I've asked and been polite.

I see no reason to be discourteous and when I see others who yell for a manager all the time or constantly have problems with others it speaks about that person and I rarely hang out with that person again.

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Post #: 17

RE: Have you ever complained about service in a store, ... - 2/2/2011 3:55:28 PM

LaTigresse

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I have waited tables. If you are a good server, I am the customer you want to have.

That being said.......if my food is not what I ordered, I will quietly bring it to someone's attention and ask it be fixed. If I am not getting the service I should be getting, I will calmly ask to have the situation resolved. If I get great service, I tip great. If I get mediocre service, I give a mediocre tip. If I get truely horrible service, I give a horrible tip.

I've been known to contact the owner/manager the next day and give praise or criticism.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 4:00:13 PM

ElSabio

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Mister gucci mane got an ice cream cone tatted on his face. More girls need face tats.

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RE: Have you ever complained about service in a store, ... - 2/2/2011 4:20:06 PM

soul2share

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quote:

ORIGINAL: ElSabio
Mister gucci mane got an ice cream cone tatted on his face. More girls need face tats.

Damn, is school out on a break again?

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All Forums >> [Casual Banter] >> Polls and Other Random Stupidity >> Have you ever complained about service in a store, restaurant, etc?

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