"As we were finishing our meals—after a few minor adjustments—the manager approached us. She sincerely apologized and tried to explain the various factors that had contributed to the situation, mentioning that there was "absolutely no reason for us to make our server cry." Firstly, I felt that if I were that server, I would be embarrassed to hear management share that in front of the customers. Secondly, we didn't cause any tears; requesting a few small changes to our orders shouldn't provoke that kind of response. While I understand the challenges of being new to the job, this isn't the appropriate way to handle things.
My mom took the chance to express her concerns about the uncomfortable encounter to the owner, but all he kept saying was, "You had an overall bad experience." It felt scripted. Unfortunately, we won't be coming back. There is definitely a need for improved training for your staff."
