"Initially, the two appetizers ordered as entrees were brought out first. However, we only received two of one entree and one of another, and it took an additional twenty minutes to receive the second double order. When it finally arrived, it had cream in it, which one diner couldn't eat due to a milk allergy. Although she hadn’t mentioned it in advance, the dish wasn't typically served with cream, and the menu didn't indicate it would be included. Understandably frustrated after such a long wait, she sent it back.
Rather than simply apologizing and removing it from the bill, three different staff members came over to argue the situation. This was particularly tense, as our table included a former restaurant owner and two former managers, and the way the matter was handled nearly escalated tempers.
On a positive note, my salad was quite good, even though it came out as an appetizer, and my husband also enjoyed his meal. I hope it was just an off night for the kitchen, but the staff could certainly benefit from better training on how to manage complaints."
