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jca's avatar

If you had a "poor customer service" experience at a restaurant, would you do the online survey and tell, or just let it go and forget it?

Asked by jca (35976points) September 7th, 2011

I was in Boston Market yesterday and got a small soup, a side and a cornbread. The cashier offered me a cup so I could get water, because I did not get a drink.

Because yesterday’s experience was easy and satisfactory, and I was shopping in same area tonight, I decided to go back to Boston Market. I had the receipt from yesterday in my handbag, and looked at it before going in, and I also counted my cash in my wallet.

I got a small soup and a side, and the total came to over $7. I paid with $20.02 and then looked at the receipt and checked the prices on the board. Soup was $3.50 and side was $2.30. I called the cashier over and told her I didn’t understand why I was charged over $7 when the total did not add up to $7. She said she gave me the combo price and if I paid separate it would have been more. I said how could that be when $3.50 and $2.30 does not add up to $7 and change, even with tax. She asked if I wanted her to ring it up again, and I said yes. She then handed me my $20.02 back. She should have just returned my $7 and change. Anyway, she rang it up again, and it was the price I expected, not what she said it would be. She did not offer me a cup for water.

I did not realize until I went to the store after this, and counted my money and thought more about the Boston Market experience, and I realized that I had more money then when I started.

The receipt has the “take the online survey” thing on it. Should I do it and say that the girl can’t add, she can’t give change (giving me back my $20.02 instead of just the $7 and change), and one day the cashier gives out a cup for water and the next day the girl does not, so it’s inconsistent, plus in addition, the girl was not friendly or helpful in any way, although I did get a free dinner?

Do you think Boston Market should know that, or should I let it go?

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12 Answers

Cruiser's avatar

I ask for or approach the manager on the spot and discuss the under-performance of his staff. I have yet to find a manager/owner that was not appreciative and very gracious about my concerns.

WestRiverrat's avatar

Her manager should know at the least. Corporate likes to know these things too, so that if a certain location is consistently getting bad reviews they can either send out a new manager of pull the franchise.

digitalimpression's avatar

I would probably let it go and never go back to the restaurant (depending on how badly the service was). It would take something pretty drastic for me to take the time to fill out a survey.People make mistakes. I am willing to except less than perfection sometimes at such a place. That’s just me though.

Berserker's avatar

I’d forget about it if it was something minor. I mean, some people got bad days. I have a hefty waitress resume under my belt, I most certainly know. Unless someone pukes in my food or tells me to fuck off when I ask for a coffee refill, I’m willing to let it go.

Except Burger King. Those guys gave me food poisoning once. Fuck those fuckers.

plethora's avatar

@Cruiser I do exactly the same.

I am now in a motel in which the service throughout is excellent, free breakfast would cost $10 anywhere else, housekeepers are courteous, even the off duty cop/security guard is friendly and courteous and even knows my name. The desk clerks are HORRIBLE, don’t look at you, don’t communicate, don’t smile, etc, etc, etc.

Managers always wanna hear, immediately.

Today I called the general manager and courteously said, “I have good news and I have bad news”.....and then told him the good, which is even more, and then the bad. He was most appreciative and replied that he would have a little pow wow before the day was over.


I’d just let it go and forget about it. Sure, the cashier was kind of ditzy but it wasn’t a big thing. She probably was conscious of her mistake and felt very uncomfortable about it, and instead of rectifying it at the very start she tried to “cover it up” to deflect her embarrassment.

However, if the cashier was rude and treated me badly, or if it was a big mistake and she didn’t apologize or acknowledge it, I’d do the survey.

mazingerz88's avatar

Based on your story, I did not get the sense that the girl ( same one? ) who did not give you a cup for water did not do anything or say anything in a mean way. Assuming that is true, her poor performance about the money should have been brought to her attention or her manager.

If I sensed that she was tired or just plain inadequate, I would point it out to her nicely. If she was nasty, I would point it out to her with a bit of attitude.

jrpowell's avatar

“She should have just returned my $7 and change.” No, she should not have. Thet don’t want people to do mental math. She should have gave you the money back and cancelled the order and then redid it. The registers keep track. If the receipt was for 7 bucks she will be short if it isn’t cancelled. It sounds like she forgot to collect for the second receipt and will probably get fired for that so you don’t really need to worry about the survey.

Sure, she fucked up but it could have been her second day and got flustered. I would have went back to pay instead of being, “Free meal” knowing that she probably got a lot of shit for being short or most likely fired.

At the theater I worked at being off by over five dollars twice in three months got you fired.

jca's avatar

@johnpowell: She did give me the money back and redo the order. When she gave me the money back, she pulled out $20.02 and gave it to me. That’s what I meant when I said she should have given me back my $7. She should have given me back what I paid, not what I gave her. She then rang it up again (as I stated, she said “do you want me to ring it up separate?” and I said yes so that’s what she was doing). I was kind of confused at that point myself, and it wasn’t until after I was shopping, about an hour later, and counted my money before paying in the store, that I realized I had the extra money, and thought about what she did. I was not close to Boston Market at that point, and if I went back, and explained it to her, she probably was not going to remember my transaction (whereas to me, it was my one transaction). Then I would be arguing to get her to understand that.

smilingheart1's avatar

The way every day zooms by I am sure my intentions would be to go on line and make my statement however I probably would not actually get it done unless I did it the same day and if it came down to complaining in person, the food or service would have to be pretty raggedy. My weakness is always cutitng people the slack they really don’t deserve.

OpryLeigh's avatar

If I feel I have been ripped off in some way (this week I was charged £60 by a local garage to recover my car that had broken down two miles away. I am pretty sure that fuel for 4 miles and labour to drive the vehicle and pick up my car would not amount to £60) or someone has been very rude and unhelpful, then I like to name and shame. However, if I actually benefit from their incompetence then I see it as karma for the unhelpfulness and probably wouldn’t complain. When their tills don’t match at the end of this girls shift then they should be able to tell who made the mistake anyway!

Neizvestnaya's avatar

Yes, take the survey and be truthful. If they have a suggestions box then you might offer they train their cashiers to be able to count money back. The cashier may have been flustered realizing the mistake but it’s not your fault they continued to blunder. A little training takes these situations into account, no shame in that.

Boston Market should thank you for bringing this to attention so they can get on it. They also should offer you some future comps’ in order to win back your positive experience with their stores.

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