Hi,
I am doing this post not only to express my displeasure about this unfortunate fact but also to reach the people in charge of the franchise, to let them know what type of manager they hired.
CONTEXT
3 Days ago, I was in Brno...visiting my girlfriend, she wanted us to go to one of her favorite restaurants in the city, Forky’s. Everything was good, the place, the vibe, the waitress, etc. That night I was in to get a nice burger and the chicken one called my attention, but there was just a tiny problem, mayonnaise was one of the ingredients… (I personally hate having any type of sauce in my burger, especially mayonnaise). I accept that most of the restaurants serve burgers with sauce or cream thinking that everybody likes it, but this issue has a very easy solution, kindly request to avoid applying mayonnaise on the burger you order.
CONFLICT
I did so and according to the waitress, there was no issue, apparently. The surprise was that when I got the burger, it had a very generous quantity of mayonnaise. Once I saw that my reaction was: Okey, somebody forgot my request… no issue we are all humans, I will ask for a replacement, as I usually do when this happens.
I asked for a replacement, and she quickly took my burger back to the kitchen. When she came back, she was very embarrassed to tell me, that according to the manager my burger could not be served without mayonnaise because it will be “too dry”… ARE YOU KIDDING? The waitress, with a red face, was very sorry that it was the excuse she was told to justify the manager’s decision.
First of all, who are you to dictate the way I should eat my burger? Exactly, no one. Even if you are the manager, you have no right. That is the worst excuse that I ever heard to decline such a simple request. I understand that if I ask to change ingredients or very picky requests, they go against the rules of the franchise, the menu, or the business because it is not efficient, and you might make them lose money. In my case, you were not only saving money you are also saving time for the waitress and the cook, it is definitely a win-win request. Removing sauce is a very simple request, that all the restaurants I have ever been to in my life, do with pleasure because they know that not everybody likes to have sauce in their favorite food.
Once I heard such an excuse, my first reaction was to leave the place immediately, but since I was with my girlfriend and I did not want to ruin our date, I tried to content my anger, ignore the sauce, and eat as much as I could (I only could eat half of it). After having the most unpleasant dinner I ever paid for, I wanted to talk to the manager, but of course, he does not speak English… SURPRISE, SURPRISE! So I could not talk to him or complain about it properly. He did not care about it at all, such a great manager! The only person being sorry was the nice waitress that was assisting us.
I’m sorry to tell you that after this unfortunate incident, I will never come back to this restaurant. My complaint is provably insignificant for you, but if you really think, so it means that you don’t know anything about customer services and the impact it has on your business.
If you would like to corroborate the veracity of it, you can ask the waitress. I will be available; in case you need more info.
Kind regards,
Josep V.More
