Here’s a doozie.
Last Sunday night, a family of three came in. They had a Groupon and ordered a pizza with some toppings and fried ravioli. They decided to dine in so someone from my staff brought them the fried ravioli first. The employee returned to the dining area a few minutes later to tend to another customer. After this, I noticed her talking to the family of three. I could tell something was off, but I figured my employee would let me know if she needed me. A few minutes later, a guy from the group of three came up to the side of the counter where the employees enter the back and asked if I was in charge. I replied “sure, what can I do for you.” He then proceeded to tell me that his wife bit into the fried ravioli and…
At this point, I’m thinking something bad, like there was a hair, a bug, or my cook just didn’t cook it and it was still partially frozen. Instead he says “it was extremely hot and the cheese burned her lip.” He goes on to tell me how I should be more careful and let me customers know how hot the food is and that the cheese in the fried ravioli can burn you. I heard him out, apologized that she got burnt, but offered nothing more as I was amazed at the stupidity of the complaint. They continued to be rude to my staff the rest of the night and left a mess with no tip. They took the leftovers home but I’m sure had no intentions of returning unless there was another super discount available.
And that’s not even the end of it!
I got a phone call this morning, caller ID reading Boar’s Head Provisions. I assumed it was the Boar’s Head guy telling me he wouldn’t make it till tomorrow or something of that nature since today is his typical day. Well what do ya know, it was the husband of the wife who burnt her lip on our hot food. He called to ask if we had decided what we would be doing in the future on letting our customers know of how hot the fried ravioli were. The whole conversation was very odd, as he mentioned once that he wasn’t out to get my “insurance money” and that it’s my decision on what to do. I was pretty straight forward with him, told him that I didn’t think it was necessary to mention that food coming out of a fryer was hot, as food coming out of the fryer is expected to be hot. I told him I didn’t plan on treating the situation differently in the future, but I was once again sorry for the unfortunate situation. All in all, an odd conversation that had me feeling like he was recording it, trying to get me to say something wrong, and attempting some sleazy way to try and squeeze some money out of me.
Thoughts? Any fault here on my end that I’m being oblivious too?