Ever complained to a chain restaurant's Internet or email customer service?

Question

I had a bad experience at one of America's most popular restaurants. I asked the waiter to bring the manager over and after a 15 minute wait he finally came over to talk to us. He was rude and and acted like he was doing us a favor to even talk to us. I got no where with him.

Anyway I went to the website for the chain and submitted a complaint over the Internet and also sent them an email. Two weeks have passed and I have not heard anything yet. Shouldn't I get at least a form letter or a gift certificate?

What are your experiences with complaining to the front office and do you get a gift certificate or coupon?

Answer 1

Yes I have.  Many times and for many reasons.  Some serious (racism, no joke and weight discrimination towards my roommate who had already lost 50lbs and was working very hard) some less severe (bad service, cold food).  

Depending on what the complaint was over (and how it was worded) I was usually sent a letter with an apology and a gift card.  Sometimes I was also called to discuss details.

If it's been two weeks, give their office a call and say you're following up with a letter you sent on such and such date and you'd really like to discuss it.

Answer 2

No, I never have. If it was that bad, I recommend that you call the restaurant and speak with the General Manager. Politely explain what happened, and he or she will probably take care of it.

Please realize that restaurants hear a lot of complaints, and often times they are from people out to get a free meal (literally). I used to work at Applebee's, and people would stick their own hairs in their food and complain.

I understand that you feel that you should be compensated for your bad experience, but looking for a hand-out will only lead to disappointment.

Answer 3

One time we had horrible service at the Spaghetti Factory. We later called customer service and they promptly sent us a gift certificate for 10 meals. My wife did have to talk to a manager for about 15 minutes but she remained polite and explained the problems. Niceness always wins.