"When it was time to order, I showed the server a photo of a dish featuring an oval-shaped bowl with veal sausage on top of something else. The dish was labeled “Suxhuk” (traditional veal sausage). However, when our order arrived, it was just a plain plate with a large piece of meat, which looked nothing like the picture. I realized there was a mix-up: although both dishes were traditional veal sausage, they were different versions with the same name.
I expressed to the server that I thought we might have received the wrong order. After reviewing the photo again, he informed us that the dish in front of us was indeed called "Suxhuk" and that the photo was of another version. It was a bit confusing, but I politely said, "I'm sorry, but we really need the dish we intended to order," referring to the image.
This is where things took a turn. The server took the dish away but returned a few minutes later with the same one. He explained that since we had shown him the name “Suxhuk,” that’s what we had ordered, and there was nothing they could do. I was honestly shocked. While there may have been some misunderstanding on our part, we had also provided a photo, so I don’t fault the server—it was just a miscommunication. I couldn't believe the restaurant's response was essentially, “too bad, deal with it.”
This approach resulted in what’s known as “opportunity loss.” By choosing this route, they’ve lost a customer, received a lukewarm review, and likely did not get a tip, not to mention potential future customers hearing this story. All of this over what should have been a simple switch of a dish.
On a positive note, the food was very good; we did end up eating the Suxhuk, which was tasty. However, the overall experience cast a shadow over the evening and left everyone in a bad mood, which wasn’t how I envisioned celebrating my birthday."
