Feedback - call, email, snail mail?

[GirlyGirl]

6 of us visted a local restaurant on Sat night -- while the food was wonderful (with one exception), the service can only be explained as sloppy and because of this, we didn't enjoy our meal as much as we could/should have.
None of them would have been a big deal on their own, but they added up & as I was entertaining family from out of town, it was embarassing to me as I chose the restaurant. I will not name the place until I have given them a chance to respond.

I did not speak to the manager while I was there, primarily because my mother would have gone off on them & I didn't want to make a scene (she is like Judge Judy). I said we'd take care of it offline & now I really do want to.

So... now that it's a few days later, how should I proceed - phone call (ask to speak to manager?), email via their website, or regular mail (who to address the letter to?).

Or, since I missed the boat on complaining in person, do I just let it go? I do not expect anything in return, but this is a place where I've had some outstanding meals and I'm upset that they are "losing their touch" so to speak. Thoughts?

[DivaKitty]

I wouldn't let it go. It sounds like you probably spent a lot of money and they certainly would want your return business.
I'd call and ask who the manager is, then I would write them a letter.

[bdavid]

Definitely write, a proper letter on paper via the postal system. I would simply describe what happened and then say just about exactly what you say in your last paragraph.

[Mrs. Fury]

If you don't want to call them, send a letter describing the entire event with as much detail as possible. Send it certified so you know they received the letter. I've had this happen at two restaurants. One apologized and took responsibility. The other (much more expensive place) did nothing. Maybe they thought I was trying to get a free meal, I'll never know.

[BTG]

If you like talking, just call the general manager.
I sent an email to the general manager of a place that had given me a problem. I told him at the end that I did not expect anything to be reimbursed or anything like that, but I had to let him know what a terrible experience I had.

He emailed me back and called me within 8 hours of me sending the email. After appologizing and explaining things he insisted on giving my party of four another meal on the house.

[MindyMoo]

I'm still waiting for Commander's Palace to answer my letter I sent them on October 21. I sent a letter to the general manager and CC'd Lally Brennan. As of today, I have not heard anything back from them...

[Alex]

I'm still waiting for Commander's Palace to answer my letter I sent them on October 21. I sent a letter to the general manager and CC'd Lally Brennan. As of today, I have not heard anything back from them...

My mother had an incident there where she was over billed. She had no less then 3 phone calls with whoever the GM was at the time, and in the end he told her too bad there was nothing that could be done. Needless to say, she does not patronize that establishment anymore. This happened about a year ago when she was hosting a private party.

[MindyMoo]

My mother had an incident there where she was over billed. She had no less then 3 phone calls with whoever the GM was at the time, and in the end he told her too bad there was nothing that could be done. Needless to say, she does not patronize that establishment anymore. This happened about a year ago when she was hosting a private party.

Alex, you would not believe how many of my foodie friends who will not patronize that place anymore. I'm very curious to see of they ever respond to my letter. Interestingly, I had a former Commander's chef in my living room the other night, and he looked appalled when I told him I had to write a letter.

[JudiB]

Mindy, Alex... I'll never go back to Commander's. It's pretentious, overpriced, and I will never understand how they get away with their shoddy practices.

Girly, recently ambrosia and I were in a family owned, well known ethnic place. The owner for whatever reason was clearing our table, and asked us why neither of us had eaten a certain dish. ambrosia ain't shy, and very nicely told her that we though it was 'off'. The owner came back, extremely apologetic, and explained why the dish was off, and insisted on making a new one, putting it in a take out container for us. She told us that if folks don't SAY SOMETHING that she can't make it right... and doesn't want to lose customers!! She couldn't have been nicer... but was FIRM that the owners have to know about the problems.

I would definitely let the manager/owner know what happened. Of course, depending on the place, you may get no satisfaction.

[MindyMoo]

I received a letter from Commander's Palace Friday, answering my complaint from October. The text of the letter, signed by Robin Bordelon, Maitre'D, follows:

Let me start by saying thank you for dining with us on Saturday, October 4,2008 for your
wedding anniversary. I realize that there are several wonderful restaurants here in New
Orleans that would be perfect for such a celebration, and we are honored that you chose out's.
Also, thank you very much for your most valuable feedback your unfinished entrees.
Without your comments, we would have never known.
Here at Commander's Palace, we set very high standards for ourselves in terms of food,
service, wine, and overall hospitality. We work with our staff members a great deal on the
importance of communication and follow through when working with each and every guest.
You and your acquaintances are absolutely right; we should have offered some sort of
compensation. And for that oversight, we are embarrassed!
I again want to thank you for the time you took to share this very valuable
information with me and while it feels insufficient, I hope you will accept this Gift
Certificate as my most embarrassed apology and do hope you will return to our
establishment soon. I do hope that you will contact me directly the next time you
plan to dine with us. I would like to take extra special care of you and your husband.

It was accompanied by a gift certificate for $50. The squeaky wheel gets the grease!