Bad Experience/Service (In stores/Restaurant): Do you escalate the situation to upper management?

It depends on how bad the service is, to be honest. We ate at a restaurant recently where the food was slightly undercooked. Since it wasn't a health issue, and didn't bother either of us terribly, we just dealt with it--but we did mention it to the owner on our way out since the restaurant is new and we enjoyed the visit and the food aside from that one relatively minor issue. I've had other issues in the past that I've escalated to a franchisee, like the time where the employee made my order incorrectly and outright refused to correct it. In that case we received equally bad service when we returned to redeem the coupons I was sent, and I've never set foot in that franchisee's locations again. On the other hand, I had an experience a week or two ago at a local fast food chain. They gave us the wrong order in the drive-thru, and were extremely apologetic when I came back to have it corrected. They bent over backwards to make it right because of the inconvenience, up to the point of offering me several free items in addition to the correct order and the other order I'd received by mistake. The funny thing is all that it would really take to make most situations 'right' in customer service scenarios is the employee owning the issue, offering a sincere apology, and doing what they can to fix it or escalating it to a person who can fix it if they can't.

I agree with your b/f on the food thing, I'd rarely say anything unless it was terrible then I'd send it back and eat nothing else from there As for other things I normally don't protest too much unless it is something particularly bad.

thankfully i have not been in to a situation where i had to ask for a supervisor. but i would if it's reeeally necessary, in the nicest way possible.

I seldom do that. It is not worth the trouble to complain to senior management. If it is big ticket item, then I will do so, but for a meal, no, just forget about it, and move on.

Food is a tricky thing. If you complain they very well could spit. Just like if we order delivery, I want to give them a good tip because I don't want the driver's to spit into my food. I live with my grandparents and uncle, if my grandfather is paying for the meal I always give him an amount atleast $1.00 over what it really cost so that he will give a good tip. He usually only gives two dollar tips to delivery drivers. I make it a point to give them atleast enough money for a gallon of gas but usually I give them $5.00. I think a lot of people blame the wrong person. Like if a cashier can't take a coupon or can't combine a sale, they blame that person. Truly it's not them, and it's not even the immediate management but the corporate levels that make the rules.

yes while we are not satisfied with service and we not get good quality of food we have to first call to manager with patiently that other one no t know about it if they not change food that time we have to ask to upper management...

I agree with your boyfriend's theory. If I would complain about poor service, I would make sure never to go there again. Once my friend came out of the men's room and told me we should leave instead of eating at a restaurant where he saw one of the servers using the toilet and then going back to work without washing his hands, which is illegal in the state where we live. I told a supervisor who acted annoyed at me and asked "What am I supposed to do about it?" So I did ask to speak with the manager, and to my surprise, he too was unappreciative of my report. So, clearly we left without eating there and told everyone we know about this experience.

It depends on what it is and how bad the service is. If it is something really bad, then I will report it. If it is a minor thing, though, then I might mention it to the person directly but would not report it to a supervisor. A friend of mine is allergic to mushrooms. She ordered a steak and made sure to tell them she could not have mushrooms, even though the item description on the menu did not state that it came with mushrooms. When she got her steak, it had mushrooms on it. She returned it again stating that she was allergic to mushrooms. Apparently, when they took the steak back to the kitchen, all they did was scrape the mushrooms off the top and re-plate it. Before she even got done eating her steak, she started having an allergic reaction and had to be rushed to the hospital.

I had one bad memorable experience in a well known pizza outlet here in my country. I was with my oldest sister and her family. We ordered pizza, drinks, green salad, pasta etc. We ate everything and then noticed something very white and very fat crawling on the rim of the salad bowl My sister called the attention of the waiter and showed him the cute little creature.

My husband and I also normally just deal with it and won't go back and won't recommend them to others.. Yes, that's the right attitude when is comes to that ..

I usually sent an email to the manager to let him know that I was unhappy with the service, the food or whatever. I think it's a better way to manage the problem than to escalate on the site.

In restaurants, if there is a real problem with my food, I will discuss it with my server and usually I am given a replacement meal, all done with smiles on both sides. I've never had any real problems anywhere that I needed to get management involved. And even food related problems have only happened once or twice.

i had once complain something to the manager, felt sad with the emplyee though

I don't say much, but sometimes if my meal is not going to be enjoyable at all, I will ask for something to be fixed. When I am mystery shopping I sometimes have to eat food that is not hot as I am asked not to mention things like that. I have to try and not be memorable. It goes into the report, but that doesn't get me my hot food!

I think only bring it up if the service is terrible or if there is something very wrong with the whole ordeal. I have only done this a few times and usually by email. I have done this before and gotten a giftcard for that restaurant, even thoigh that was not the intention! Luckily I have not had bad experiences like that lately.

It depends on the situation really. Now usually with food I will give them another chance and if the food is bad the second time then I will just not go back.

I like my steak to be cooked medium, and if it isn't I send it back. You've got me worried now!

As much as possible, I keep calm but if the in charge is not responding positively, maybe I have to call their supervisor or manager and won't be back to dine in there again.

Whew, I can't imagine they will spit on my food? Sometimes I just don't complain but swear not to eat there again!

I do this, I first speak to were I feel my problem is (waiter or waitress, etc.) and explain my concerns. If it falls on deaf ears, I do talk to the manager. Now with that said, if an employee is going above and beyond, I will of course reflect it the tip, but I also speak to the manager about the great employee. I was a manager in retail for 2 years and I know I was happy when my boss was called over to explain that I did a great job, blah blah blah.