Etiquette tips: How to voice complaints about a restaurant

Here's a good way to complain about bad food, bad service, or bad ambience

I've gotten into a new addiction as of late: Gordon Ramsay's Kitchen Nightmares. The early 00's television series has been a great source of entertainment; it features the less-than-appetising recipes, dysfunctional staff members, and searing Gordon Ramsay insults that all make for pretty good trash TV. But any restauranteur will tell you: Kitchen Nightmares is only laughable when it's not happening at your own restaurant. When someone complains of bad food or bad ambience, national television is there a right or wrong way to do so?

While good dining experiences can make for great memories, unpleasant ones often leave a bad taste in the mouth. But sometimes, human errors are inevitable and what was an honest mistake can make or break a restaurant. Should you ever find yourself upset, annoyed, or frustrated with your favourite eatery, consider these tips on the best way to make your complaints known.

1. Consider the circumstances

Above (Photo: Camille Chen / Unsplash)

People make mistakes, and that's just the way it is. Sometimes, it's best to consider the circumstances before getting too heated up over a mistake or inconvenience. Is it the soft launch of a restaurant and the staff are overwhelmed? Maybe it's peak season and thus the queues are long. Perhaps there's a shortage on ingredients so your favourite dish isn't available on the menu. These annoying little inconveniences don't have to ruin your night (or your temper)! Simply try to understand why and how the situation resulted and consider what can be done about it to make the best of your day.

2. Tell the server, talk to the team

Above (Photo: Diogo Brandao / Unsplash)

Talk to your waiter or waitress or direct message the brand online. Chances are, they're more than happy to help out and resolve any kind of problem.

At this stage, the worst thing you can do is jump directly on social media and call a restaurant out. Try talking to the brand first. It would be unfair to voice strong criticism without giving management a chance to fix the issue first (that's quite often a no-win situation and will either embarrass the restaurant or even yourself). Oftentimes, people can get so keyed up about a mistake or perceived injustice, but calm down quickly once they realise that someone will be willing to take responsibility and make their experience better.

More often than not, restaurants will be very accommodating and happy to help you out.

3. Write it down

Above (Photo: Jessie McCall / Unsplash)

If the restaurant you're in has comment cards—take advantage! This is a quick, easy way to voice complaints with anonymity (if that's something you prefer) and without any uncomfortable confrontation.

4. Be specific about criticism

Above (Photo: K8 / Unsplash)

The word "bad" can mean so many things. If the food was "bad", does it mean that it was bland or over-seasoned? Dry or undercooked? Was the service too slow or was your waiter a bit rude? When making complaints known always make sure to be as specific as possible about your experience. This will help restauranteurs and staff know which problems to zoom in on so that they can best address your concern and improve for the future.

5. Ask for what you want

Above (Photo: Fraser Cottrell / Unsplash)

The entire service industry relies on one thing: making customers happy. When making your complaints known, don't forget to let them know you're preferred course of action. Ask them if it would be possible to refund, reschedule, or whatever it is you would like to be done about the situation. Though the desired course of action may not always be doable, it will open the doors for compromise and it will help restaurant owners understand your priorities.

6. Don't jump on social media—yet

Above (Photo: Alexander Shatov / Unsplash)

Avoid jumping straight to social media to rant about a bad experience. Oftentimes, management will have a ready solution for emergencies or customer problems. However, if you (as a customer) feel as if your complaints have fallen on deaf ears, or if you were met with unsavoury service when trying to resolve the situation, then take to social media responsibly. Avoid bashing any restaurant through online reviews. Without being too harsh, simply state your experience and explain the reason you felt the restaurant was lacking. Try to be objective and avoid infusing too much emotion into any review. Remember, the point of a review is to share with others, not to ruin or belittle an establishment.

7. Let it go

Above (Photo: Kelsey Chance / Unsplash)

At the end of the day, a bad dining experience is just a bad dining experience. We've all been through a couple ourselves and in a few years, it might even become a funny story to tell. Don't get too worked up about it, especially if the situation was caused by an honest mistake. After all, it's been a tough few years for all of us!

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Topics

restaurant etiquette

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