coctail stick in my burger

tbw

Lots more of the usual c*** about leeches etc as when anyone mentions a little bit of 'extra' after an unfortunate experience!

Personally, I don't agree at all with the current 'compensation culture' which we have imported from the USA. However, there are times when compensation is warranted ie when injury or personal loss is caused by negligence. Its not warranted over relatively minor accidental things like the OPs unpleasant experience with a sharp stick!

But what I reckon is fair - and I would certainly be asking for - is a small/reasonable ex gratia payment which doesn't admit of any blame but is designed to make up for the customers upset and to preserve a bit of goodwill. Things do go wrong from time to time and I have always found that most reputable organisations will bend over backwards if they are given the chance to put things right. They don't want anybody going off in a strop telling all their mates that xxx company is awful/serves rotten food etc etc. They would much rather you said that something went wrong but xxx company was really great at sorting it all out!

So, yes, I would expect a little bit more than just one replacement burger - and I wouldn't be shy at giving the company concerned a bit of a push in the right direction. Tell them that one burger (which you've already paid for!) doesn't quite hit the spot and that a £20 voucher for a free meal for you and your kids would be more appropriate .

kaj70

Thankyou, that is a very good point, i didnt really think of putting it like that and it is good when someone comes up with something useful. i have never heard of an "ex gratia" payment, but i reckon that is the right way to go about it. i dont want loads of money out of it atall, i just wanted to know the best way to deal with it so it isnt just brushed under the carpet, as it is just a mistake, but it does need to be avoided. it did upset me, as i stated in a previous response, i do have an illness and at times i struggle alot, i had been out and got very tired and didnt want to even make a sandwich when i got home, i know that for some people its hard to understand. but i will often buy something to eat for lunch at home as i need to make my life as simple as i can! so i ended up going without.

But yes, i like your way of thinking on this, and that would be a sensible way of showing that they acknowledge their mistake.

Thankyou for your sensible reply,

tbw

Kaj - glad it was useful. I used to run a Customer Service dept. for one of the utilities - ex gratia payments are a useful way of keeping customers reasonably happy without any legal comeback (it also usually keeps them quiet as well!). It indicates to the customer that their complaint has been taken seriously and helps to make up for whatever upset/inconvenience etc has been caused. I know things do sometimes go wrong without anybody really being to blame and there is no harm at all in smoothing things over with a small 'offering'. It also makes it more likely that the businesses concerned will take a little more care in the future.

kaj70

yes, that is how i feel, its just that i want to know that they acknowledge the mistake, i know these thing happen, but it was sharp. and although some people on here are incredibly rude, it did go into my gum and it bled. it's just considerate on their part to make an offer in the mannor you have suggested. thank you

Im not a drama queen, but if everyone just excepted everything... oh well there is a cocktail stick in my burger, or whatever the complaint may be, then nothing would change. and it may happan again. the restaurant would then get a bad reputation.

love_my_2_boys

Boo hoo. Grow up

kaj70

lol..so grown up. your boys must be proud

love_my_2_boys

they are very proud of me and far more grown up and responsible than you :rotfl::rotfl::rotfl::rotfl::rotfl:

kaj70

really, your the one writing rude comments to me, when you dont even know me, its big and clever hiding behind a keyboard. but if that is your mentality your on the wrong site. yes i can see why your boys are very very proud of you. your probably on the same wavelength, how old are they 7?!?! if you cant write anything of any consequence then dont bother. and dont worry about a reply, just go and get therapy instead.

tbw

Do you know, I'm fed up to the back teeth with all the unpleasant crappy comments that follow ANYONE who asks a civil question following various accidents or other problems! Do you lot really get such a massive kick out of being such petty minded, rude people?

God help anyone who asks for advice on here - given the usual standard of comments they might just as well accept whatever rubbish life throws at them and not bother with complaining about anything.

There is nothing wrong with expecting firms to put right their mistakes and customers should not be penalised either by loss of money, loss of time or minor injury. Just wait until something unpleasant happens to one of you spiteful, rude people - your tune will change pretty quickly!

kaj70

thankyou..i have got defensive as it is upsetting me. and i dont understand why people are using this forum just to have a go at others. maybe i shouldnt have wrote back, but there is no need to be nasty in the first place. its the first time i have used this, and just wanted some other people's view on it. not to feel abused and stupid for doing so.

we do have to stand up for our rights, and if your paying for a product or service that isnt to standard, are we just meant to except it. I have not wanted to cause any trouble for the restaurant or the staff, and i wouldnt dream of doing so. i do understand mistakes happen. but just wanted to know where i, or anybody stands when this happens. it's wrong of anyone to be-little the views of someone else.

you put that far better than i did. and im sure that many others feel the same.

thanks