Between waiting 40 minutes for a gross french onion soup, an hour and a quarter for COLD food, and a manager who was too afraid to apologise for the terrible service, our Yesterday's experience was terrible. As a result of their inappropriate delays (the restaurant was NOT busy), we missed our tour that was scheduled for 2 hours after we arrived at the restaurant.
As a customer service teacher, I felt the need to complain, and even this was not sufficient as the manager refused to give more than a 15% discount on two out of the three bills. The third bill didn't contain food that was served cold, and despite waiting just as long as the other meals, and despite also missing the tour, no discount was given.
If management from this restaurant were to contact me and offer a full refund, or to give us 5 free meals, it STILL would not be enough to ever get me to come back to the restaurant.
At least I have a GREAT case study of bad customer service for my students!!!