Controversial Restaurant Policies: When Is It Ok to Send Something Back?

by James Mulcahy and Kelly Dobkin
. Recently a Zagat editor sent back a dish at a NYC restaurant - not because it was burnt, cold or undercooked - but simply because she didn't like it. Well, some people would take issue with that one, in particular another Zagat editor who had some very strong opinions on the subject. Next up, witness these two editors having it out over IM about when it's ok and not ok to send something back in a restaurant. Who do you agree with? Take your stand in the comments.

Kelly: Hey, so I sent a dish back last night. Haven't done that in awhile.

James: What was the problem, was it not what you ordered?

Kelly: Oh no, it was what I ordered, it was just...nasty. Blegh. Got something else instead.

James: I didn't think nastiness was a reason to send a dish back. If it was undercooked, or not what you ordered maybe...

Kelly: I disagree. You're paying for what you're eating. If you don't like it after three bites I say it's fair game. If you've eaten most of it, then definitely not ok.

James: "Nastiness" is subjective, a lot of people in the restaurant probably love that dish. Besides - you never like anything.

Kelly: I mean you'd send back a drink that tasted funny, what's the difference?

James: Something has to be objectively wrong with it - if a beer tastes funny, it's because it's flat, or because the taps haven't been cleaned. I'd send that back. But not a beer that I'm ordering for the first time and just happened not to like.

Kelly: Yeah, but you have no idea how something is going to taste before you order it! The cheese in the dish tasted really foul. That's not my fault.

James: But you ordered it, if it is what it was described as on the menu, and prepared properly, then it's your fault for ordering wrong.

Kelly: Why do servers come over and ask: how is everything tasting? I mean they've gotta be ready for some people to tell the truth. Any restaurant worth returning to wants you to be fully satisfied anyway.

James: Restaurants are aiming to please, but it's a little unfair to make them eat the margin - it's not like a shirt, someone can't use that food again.

Kelly: Restaurants eat their mistakes all the time, it's just how it goes, part of the business. If they don't like it, they should quit and open a 7-11. Customer is always right, dude.

James: Customer is always right, except when they order the wrong thing.

Kelly: Next time we go out, you can order for me. Then you get to pay if it sucks!



Have something you want to add to this discussion? Chat with Zagat editors James Mulcahy and Kelly Dobkin live during our Google Hangout this Thursday, January 12th at 2:30 PM on our Google+ page!

.Posted on January 6, 2012 14:56