Talk about bad customer service!

I went out for dinner this evening with a friend. We went to a place called "Moxie's Bar and Grill." The prices are medium. Dinner for 2 with one appetizer and 2 martinis was $76.00.

It was Martini Thursday and all martinis are on special. I had my usual regular martini, but my friend tried something called an "aruba martini." I looked at the ingredients and told her that I didn't think she would like it. While she liked the ingredients individual, I didn't think she would like it all in combo because personally to me the mixture sounded rather gross. And this is coming from a former bartender. I was right. She didn't like it. I tasted it and I was right, the combination of things in it was awful.

So she sent it back and ordered a Mango Creamsicle which had orange flavoured vodka, mango puree, pineapple juice and banana liqueur. I knew she would like that one.

The waiter brought her martini in a shaker container and poured some into her glass. She took a few sips and then went to pour in more. Then she asked me....

"What is that black thing in my drink" while she handed me the shaker container.

I looked, and it was a fly!!!! Not one of the large ones, and not a fruit fly. But a small fly!

I caught the waiter and pointed out the situation. He took it away and then completely ignored my friend for the whole evening. He asked me how my meal was. He never asked her. When he came to ask if I wanted some more water, he never asked her. We both noticed it. And she mentioned it more than once how she felt he was ignoring her.

When the bill came, her 2 martinis were not on the bill...rightfully so. However, my friend felt that we should get some kind of compensation for her having been ignored by the waiter and for having a bug in her drink. So she asked to speak to the manager.

This girl comes over who couldn't have been more than early to mid 20's at the most. Her solution?

"We didn't charge you for the martini. That's the best that I can do."

What?!! They didn't charge her for a martini that contained a bug, and they consider that to be rectifying the situation?!

On the way out she asked at the front for a comment card. Apparently they don't have any comment cards. So she asked for the phone number to the main office. The girl wanted to get the manager. My friend told her to not bother because she already talked to her and it was pointless. So she wanted to talk to someone else above her. The girl ummmed and ohhhhed, and my friend pointed out that she could easily google the information. The girl's response? You should just do that then.

*shakes head*

When I worked in the hospitality industry, none of that would have ever been allowed. When I managed a restaurant, if someone told me they found flies in their food, they would have gotten a discount, or a complimentary dessert or appetizer. Not told that they weren't charged for the offending item, and that they should be happy about that.

I did leave a tip. But only about 10%. I didn't even feel I should have left that.

I've worked at a restaurant and the situation you describe sounds insane, it never would have happened. The manager where I worked was also a girl in her middle 20s, but she was so careful and so worried of leaving a bad impression on any customer- and we tried hard to make sure all reviews left everywhere online were positive! The restaurant I worked at was local, the owner had only two restaurants so he was just a small business owner so that could have to do with it. Large chains could care less most of the time...
What happened sounds soo rude, sounds like they just tried to keep your friend quiet and avoid any consequences of having a fly in the drink!! I think you should call health services on them...

I have never heard anything good about the customer service at Moxie's, a few of my friends go there specifically for the martini night thought.

My parents got Mike and I a gift certificate for The Keg for Christmas (my other sisters and their SO's got certificates for Cara Foods lol). Anyways, a few days later we went there. Our gift certificate was for $100, our total bill for 2 entres (1 steak, 1 prime rib), an appetizer (tempura), 2 drinks (1 glass of wine, 1 beer) and tip was something like $92.

Anyways, to continue on with my story, lol. We had to wait 45 minutes to get a table, which wasn't a problem, then we were seated at the wrong spot. We could hear the floor manager very rudely telling the person that had seated us to move us because there was a very important customer coming in. The seater (I don't know what to call him), was very polite and moved us to a table just over from where we were but didn't help us with our drinks, menus or coats. Our actual server was very nice but the floor manager was horrible. We saw him grab her rear 3 times and while we were chatting with her she mentioned her fiance that worked somewhere else. He was also extremely rude with telling her to move while she was serving us and other customers so that he could seat people. It was definitely a negative experience. I got his name from her and told her that I was going to file a complaint, she was very nice about it and said that she understood, I also made sure she knew that we were going to give her a very good review because she was so nice and dealt with it all well. I emailed the head office the next day and the response I got back was something along the line of, "I'm sorry you had such a negative experience at one of our restaurants, I sincerely hope your next one is more pleasurable.". We won't be going to that particular one again.

Last year at Woofstock, in Toronto, Mike, my friend, my mother and myself had lunch at a patio restaurant that we always eat at during the festival because they allow dogs on the patio. It started raining part way through so we gathered under an umbrella. Next thing I know, one of my dachshunds is yelping in pain, sparks are shooting out from the umbrella and there's a burn mark on her pad! I informed the manager, all she said was "oh, we put that over a spot where a lamp post was knocked down. The power was supposed to be off.". No discount on our food, no offer to pay for emergency vet care, nothing. Luckily, there was an emergency vet stationed just down the street that looked Sadie over for free and said she appeared fine, but to have her checked out when we got home by our regular vet. I emailed the head office of the company when I got home, and scheduled an appointment for the next day. I received a response from the same manager a few days later stating that she had said that she would pay for any vet bills that were a result of the incident. After the vet appointment I emailed her copies of the bill with no response. A few days later I emailed them again. This went on for a few weeks until I finally just accepted that they weren't going to pay the bill. We won't be eating there next year during the festival, that's for sure. My dog could have died, she's small (11 lbs) and she's epileptic. I suppose one positive thing that came out of the experience is that she hasn't had a seizure since it happened, lol.

Mike has worked in the hospitality industry for years with various restaurants and was horrified in both situations.

One word of advice, if you do file a complaint with their head office it will probably go to the manager of that particular restaurant. If it does, find the phone number for their head office and call them. Keep at them, these things are not acceptable.

Originally Posted by nerdrock

One word of advice, if you do file a complaint with their head office it will probably go to the manager of that particular restaurant. If it does, find the phone number for their head office and call them. Keep at them, these things are not acceptable.

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I looked up the head office, it's in Calgary. I plan on calling tomorrow, as does my friend. I'm not going to send an email. I want to talk to someone directly, so that they can't brush me off.

My friend and I both agree that we aren't going back to that location ever again. The food was good, at least the stuff that didn't have a bug in it, but dining out is more than just about the food. It's about the experience too. And this one was not pleasant.

Originally Posted by nerdrock

My parents got Mike and I a gift certificate for The Keg for Christmas (my other sisters and their SO's got certificates for Cara Foods lol). Anyways, a few days later we went there. Our gift certificate was for $100, our total bill for 2 entres (1 steak, 1 prime rib), an appetizer (tempura), 2 drinks (1 glass of wine, 1 beer) and tip was something like $92.

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I love The Keg, but it's often "hit and miss" when it comes to food quality. There are times I've gone and the food and service were exceptional. The last time I went it was very much less than that. My friend's steak was cooked to the point of shoe leather... it was literally black! I asked for "medium rare" and it arrived well done. My martini was horrid, and it was served over ice!! The second one was no better, at least they didn't serve it in a glass full of ice!

Originally Posted by Natalie_ca

I looked up the head office, it's in Calgary. I plan on calling tomorrow, as does my friend. I'm not going to send an email. I want to talk to someone directly, so that they can't brush me off.

My friend and I both agree that we aren't going back to that location ever again. The food was good, at least the stuff that didn't have a bug in it, but dining out is more than just about the food. It's about the experience too. And this one was not pleasant.

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Exactly. I'm glad that you're calling them instead of emailing. Unfortunately for me, I usually work during office hours for those types of things so I am forced to email.

It's funny how different people interpret experiences though. Personally, I hate hearing crying children/babies when I go out to a fancy place to eat. I don't particularly enjoy it at "family" restaurants, but I'm more understanding. My sister and her husband went to a local, more upscale, restaurant with one of their children (at the time she was less than 1 year old) and were offended that they were seated away from the majority of the customers. So she saw that as bad experience, whereas I would see it as a positive one because I wasn't being bothered by a baby crying while I enjoyed a night out.

We don't go out often, but when we do we want it to be a positive experience. I must say that the two experiences that I posted about above have definitely made us eat out a lot less.

Originally Posted by nerdrock

It's funny how different people interpret experiences though. Personally, I hate hearing crying children/babies when I go out to a fancy place to eat. I don't particularly enjoy it at "family" restaurants, but I'm more understanding. My sister and her husband went to a local, more upscale, restaurant with one of their children (at the time she was less than 1 year old) and were offended that they were seated away from the majority of the customers. So she saw that as bad experience, whereas I would see it as a positive one because I wasn't being bothered by a baby crying while I enjoyed a night out.

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When we first arrived, we were seated at a booth next to one where there was a small infant that was screaming and crying. I was just about ready to ask to be reseated elsewhere when the woman got up with the baby to go to the bathroom, and the waiter came by to pick up payment for their meal. As they were about to leave I didn't say anything.

But I agree. I don't have kids for a reason, and I don't surround myself with kids for a reason, so the last thing I want to hear when I go out for a relaxing night out, is a crying baby, or children that are yelling and/or running around. If I wanted that I'd go to McDonald's play land or something where I would be sure to be surrounded with such kids.

I can appreciate parent's wanting to go out for an evening, but IMHO there are places and times to take kids and others where you simply get a sitter and leave them at home.

Originally Posted by nerdrock

I received a response from the same manager a few days later stating that she had said that she would pay for any vet bills that were a result of the incident. After the vet appointment I emailed her copies of the bill with no response. A few days later I emailed them again. This went on for a few weeks until I finally just accepted that they weren't going to pay the bill.

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Save those emails where she said she would pay for the vet bills. From what I've heard, (I could be wrong), emails are admissable in court. Maybe a threat of court would help her remember that she said she would pay.

Their behavior was inexcusable! I see more and more of this, though.

DH and I went to a Mexican restaurant a few years ago. The food was good, but something made him vomit (in the bathroom). When he told the manager, all the guy did was say he was sorry, and gave him his business card, telling DH to call him and let him know how he was doing later on. DH still got charged for the meal! Needless to say, we've not been back since.

Does anyone remember my "Hair salon rant" from last October? I've not back back there, either, and never will go back, unless the salon changes hands.

Very rude waiter. I would definately go over the managers head. We had a rude girl at Red Robin, she refused to seat us because there was 7 of us. She thought we had to many people. We have been to that restaurant with a group of 12 before with no issues. I emailed head office. The manger phoned and apologized. He said the girl had been written up. If it happened again she would be fired. A few days later I received a gift certificate for $50, in the mail from the manager, with a letter of apology.

I've heard enough bad about Moxie's that I will never go, not that it is my style anyways....afraid I am more a frequenter of locally owned places rather than chains, although Boston Pizza and The Keg are places I will go. I've had enough bad experiences in many of the middle to high end chains that I just don't go: why can cheap places like KFC, Boston, etc be consistant in food and service while the top end chain eateries suck in all aspects? It isn't that I do only junk food at restaurants, but have been to some pretty decent places but decent and chain for higher end dining rarely go hand in hand.

I called Calgary today and spoke to their "Guest Relations" person, Christine. When I told her of our experience, she was rather surprised because she understood the location we were at to be one of the best.

And the manager yesterday was not the general manager, she was the shift manager.

She is passing along our concerns to the general manager and he will call me early next week.

Originally Posted by Natalie_ca

I went out for dinner this evening with a friend. We went to a place called "Moxie's Bar and Grill." The prices are medium. Dinner for 2 with one appetizer and 2 martinis was $76.00.

It was Martini Thursday and all martinis are on special. I had my usual regular martini, but my friend tried something called an "aruba martini." I looked at the ingredients and told her that I didn't think she would like it. While she liked the ingredients individual, I didn't think she would like it all in combo because personally to me the mixture sounded rather gross. And this is coming from a former bartender. I was right. She didn't like it. I tasted it and I was right, the combination of things in it was awful.

So she sent it back and ordered a Mango Creamsicle which had orange flavoured vodka, mango puree, pineapple juice and banana liqueur. I knew she would like that one.

The waiter brought her martini in a shaker container and poured some into her glass. She took a few sips and then went to pour in more. Then she asked me....

"What is that black thing in my drink" while she handed me the shaker container.

I looked, and it was a fly!!!! Not one of the large ones, and not a fruit fly. But a small fly!

I caught the waiter and pointed out the situation. He took it away and then completely ignored my friend for the whole evening. He asked me how my meal was. He never asked her. When he came to ask if I wanted some more water, he never asked her. We both noticed it. And she mentioned it more than once how she felt he was ignoring her.

When the bill came, her 2 martinis were not on the bill...rightfully so. However, my friend felt that we should get some kind of compensation for her having been ignored by the waiter and for having a bug in her drink. So she asked to speak to the manager.

This girl comes over who couldn't have been more than early to mid 20's at the most. Her solution?

"We didn't charge you for the martini. That's the best that I can do."

What?!! They didn't charge her for a martini that contained a bug, and they consider that to be rectifying the situation?!

On the way out she asked at the front for a comment card. Apparently they don't have any comment cards. So she asked for the phone number to the main office. The girl wanted to get the manager. My friend told her to not bother because she already talked to her and it was pointless. So she wanted to talk to someone else above her. The girl ummmed and ohhhhed, and my friend pointed out that she could easily google the information. The girl's response? You should just do that then.

*shakes head*

When I worked in the hospitality industry, none of that would have ever been allowed. When I managed a restaurant, if someone told me they found flies in their food, they would have gotten a discount, or a complimentary dessert or appetizer. Not told that they weren't charged for the offending item, and that they should be happy about that.

I did leave a tip. But only about 10%. I didn't even feel I should have left that.

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Did I understand right that your friend was not charged for the aruba martini? There was nothing wrong with it. She just didn't like it, right - and she was not charged. I think that was nice for the restaurant to do.

I agree, though, that the waiter was rude.

Originally Posted by Rockcat

Did I understand right that your friend was not charged for the aruba martini? There was nothing wrong with it. She just didn't like it, right - and she was not charged. I think that was nice for the restaurant to do.

I agree, though, that the waiter was rude.

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Right. The first martini she ordered she sent back. It tasted funny. The combination of ingredients just didn't meld together. I tasted it too and it was truly awful.

I used to bartend and I used to manage a restaurant. We never ever charged someone for something that was sent back, no matter what the reason. If the customer wasn't satisfied, it was on us, not them.

I'm in Montreal,qc and i don't think we have a Moxie's.....but after reading your post i would not touch that place with a 10 foot pole!

Good for you for doing something about it, you should have been comped big time, no questions asked.

I went to the Moxies in London (Ontario) once and the service wasn't very good. I also found their waitresses looked like they belonged in a club rather than in a restaurant. I haven't been back since then, and don't ever plan to.

If I want to go out for an expensive meal, I will go to Milestones. Thats my favourite restaurant and they always have great service. Last time I went there, my steak was cooked to medium and I like it medium well and told the waitress. She apologized and they fixed it right away and the manager even came and apologized and gave me a coupon for a free appetizer.

I think too much is being made of this. Your friend ordered something and sent it back because she didn't like the taste. She wasn't charged. She also wasn't charged for the drink with the fly in it.

As for the waiter ignoring your friend, I'd like to believe there's two sides to every story, considering that none of us were there. So the waiter, who is probably barely paid minimum wage and who gets by with tips, is going to be written up.

The service industry seems to receive the worst of customer behavior. They see the side of human nature that isn't always flattering.

I've heard stories where a diner would eat almost half the meal and then send it back saying it wasn't any good. It happens quite a lot, actually.

Originally Posted by Cosabella

I think too much is being made of this.

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You're entitled to your opinion. But keep in mind you weren't there. And you weren't footing the bill for the "experience" either.

Dining out is more than about the food. It's also about the whole experience. At least that's what I was taught when I went into the hospitality industry.

If I'm paying a weeks worth of groceries to eat one meal at a restaurant, that whole experience beyond the food, better be worth it. And sadly, this one wasn't.

Originally Posted by Cosabella

As for the waiter ignoring your friend, I'd like to believe there's two sides to every story, considering that none of us were there. So the waiter, who is probably barely paid minimum wage and who gets by with tips, is going to be written up.
.

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Wait staff in a place like Moxie's gets paid pretty decently here, even Rotten Ronnie's.....er McDonalds staff gets more than minimum wage in Canada; min wage in most provinces is around the 10/hour mark.

Originally Posted by Natalie_ca

Right. The first martini she ordered she sent back. It tasted funny. The combination of ingredients just didn't meld together. I tasted it too and it was truly awful.

I used to bartend and I used to manage a restaurant. We never ever charged someone for something that was sent back, no matter what the reason. If the customer wasn't satisfied, it was on us, not them.

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It's not like that so much where I live, although years ago it was in some places. I bartended/waitressed from 1978-1997. At first, we gave away the last shot in the bottle. That changed a long time ago. I can't imagine in this economy, bars and restaurants surviving if they didn't charge customers for things that were not their fault. Your friend knew what ingredients were in the martini and ordered it anyway.

So let me ask you, how long ago did you bartend?

Originally Posted by Rockcat

Your friend knew what ingredients were in the martini and ordered it anyway.

So let me ask you, how long ago did you bartend?

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She's also an inexperienced drinker and asked the waiter what his recommendation would be.

Not sure why you laugh when asking the question about how long ago I bartended. Franky it's irrelevant, customer service is customer service. A customer based company will not stay in business without the customers.

Everyone seems to have forgotten several points, some I mentioned, others I didn't in this thread, but I will list them now:

1. We were seated at a booth in which me, a large person could not fit into so I had to ask for a chair so I could sit on the end of the table. The waiter just stood there while I looked around for a chair to drag over and sit on.

2. A table behind us came available prior to our drinks having arrived. Because I was uncomfortable and somewhat embarrassed to be sitting at the end of a booth table, I asked if we could please change to that empty table behind us. The waiter had the table cleaned, no cutlery or anything added to it, and told us that we could move whenever we wanted. We both stood up to move. The waiter ignored us and began cleaning the booth where the parents band baby had been sitting. My friend and I carried over our own coats, cutlery, menus, and I even had to drag the chair I was sitting on to the table.

3. Yes, the first drink my friend was given was sent back based on a bad combination of mixes and tasted funny. She was not charged for the drink, and shouldn't have been based on my past experiences at other restaurants and the policies of restaurants/bars/lounges that I either worked at or managed during my time in hospitality.

4. There was a fly in the second drink that was given to my friend. No apologies given. It was just taken away and a new drink offered to her, by which time she was completely turned off and decided that she wasn't going to try another one and would stick to water.

5.She was ignored for the entire evening after she sent back the drink with the fly. Completely ignored.

6. The manager refused to do anything about the experience other than to say that she wasn't charged for the drink with the fly in it, and that there was nothing more that she could do.

7. On the way out, my friend asked the hostess for the name of the manager above Steph. Meaning the General Manager of the restaurant, not the shift manager. She would not give the information and when my friend said that she could easily google the information, my friend was told that she should do that.

To me all of that adds up to black marks on the place, and the head office needs to be aware of things such as that. Restaurants are in business because of the customers. If the customer isn't happy, that's one less customer feeding their profits. And word of mouth is a powerful thing.

Some may feel that our experience there was appropriate and dwell on the first drink that was sent back, but that's their opinion, and if those people work in the hospitality industry, I would make darn sure I wouldn't go to a restaurant that they worked at if they feel that our experience at Moxies was up to par with excellent customer service.