Frankie & Benny's - praise

ellay864

Just wanted to show that some places do treat customers well when there's an issue to deal with.
Last weekend part way through our main courses I found a long hair on the plate, and at the same time my son found a small amount of plastic packaging on his. The waitress I spoke to called the manager over right away. He immediately apologised and offered to replace our meals but as we'd both already had starters and part of our mains, and wanted dessert, we declined. I just asked if he could make some adjustment to the bill which he assured me he'd do. The service all through this was very prompt and polite.
At the end of the meal when we asked for the bill, the manager came over to us with it and told us how he'd knocked 25% of the entire bill...as 5 of us had eaten 3 courses and had drinks that came to a substantial amount, more than the cost of our two mains would have been.
So no hysterics, no damage done, we left feeling very satisfied with the outcome, and will almost certainly go back there again

somethingcorporate

Well done for naming and prasing, always good to see excellent service.

We use F&Bs quite a lot and aside from a couple of sullen looking staff they are very good. We once had a delayed order and when it did come they messed up a couple of the meals. To apologise they gave our entire family (7 people) the meal for free including drinks.

nzmegs

We had a similar issue at this restaurant a while back. One of the mains and one of the starters were (to be honest) not very nice. Overcooked and like they had been reheated. We complained and had the cost of the two meals removed from the bill by the nice manager. it was properley dealt with, but unfortunately it did put us off the food.

munchpot

Thanks for letting us know who it was from the other board
I've never been in a F&B's but honestly think I will try them now

System

although good customer service at the end of the day 2 out of the 5 main meals you got had problems with them. Its not difficult to ensure that prepared food isn't contaminated by hairs or plastic.

Personally if it happened to me, I doubt I would want to go back to that branch!

ellay864

Understand your comment goater but the point of my post was to highlight that when things do go wrong, they can be managed in a way that doesn't lead to shouting and recriminations. I've eaten in F&B many times before and never had problems - this is a new branch opened fairly recently so can't make comment about their general quality. But the praise was for the way they treated me when it happened

Mr.Everready

Although I don't have a F&B near me, myself and the wife used to enjoy going in for a lunch ( expensive for what you're getting though) when we were away for a weekend. On one occasion my wife ordered some chicken wings as a starter.
When it eventually arrived ( place was near empty ) she took a bite and there was blood on the bone. We called the manager over to tell her about it. Her reply ? " yes, some people don't like it like that " I was gobsmacked and haven't set foot in one since.

cool-dog

A couple years ago, I found a maggot in a bit of broccoli, I had almost finished the main course when I found it.

They were so apologetic and gave us the whole meal free drinks included and they waited on us hand and foot for the rest of the time we were there.

It was only two of us but I believe the bill was over £30 so was nice to get it free.

The maggot was 'hidden' between the stalks of the broccoli, it could not really have been prevented. I worked in agriculture so did not really bother me as I had not touched the broccoli so no harm done.

But I agree the customer service was top notch.

If i could afford to I would still be eating there.

System

Mr.Everready wrote: »

Although I don't have a F&B near me, myself and the wife used to enjoy going in for a lunch ( expensive for what you're getting though) when we were away for a weekend. On one occasion my wife ordered some chicken wings as a starter.
When it eventually arrived ( place was near empty ) she took a bite and there was blood on the bone. We called the manager over to tell her about it. Her reply ? " yes, some people don't like it like that " I was gobsmacked and haven't set foot in one since.

I went to a reasonably expensive restaurant in manchester, cut into a chicken breast and blood came pouring out. I obviously complained but they said it was fine. I had apparently cut a vein which had some blood trapped in it. I googled later and it seems they were right but its very off putting when blood comes out of chicken!

cool-dog

MrsMama wrote: »

Frankie & Benny's is just another franchise of the MacDonalds group. It should be avoided.

Are you sure? I don't believe it is, but if it is so what? Why should it be avoided?

System

Mr.Everready wrote: »

Although I don't have a F&B near me, myself and the wife used to enjoy going in for a lunch ( expensive for what you're getting though) when we were away for a weekend. On one occasion my wife ordered some chicken wings as a starter.
When it eventually arrived ( place was near empty ) she took a bite and there was blood on the bone. We called the manager over to tell her about it. Her reply ? " yes, some people don't like it like that " I was gobsmacked and haven't set foot in one since.

also I went for lunch to one a while ago and they are very cheap for lunch these days. About £6 I think?