Frankie & Benny

I've only eaten in a F & Bs once. Terrible food, very stingy portions, bad value. I vote with my feet rather than get a meal replaced. If you've read George Orwell's "A Down and Out in Paris and London" (the bit where he worked in a fancy hotel) you'll know why.


Answer: The waiters/kitchen staff spat in the replacement food when there were complaints.

I always found that when people complained they got quite a bit back if they did it well- we had one !!!!!!! of a table at the restaurant I used to work at- there were over 20 people there and only 2 waiting staff on.
Because they were waiting until all the food was out until they started (as most people do) the first plate of veg that was brought out wasn't as hot as it had been (it wasn't cold or just warm- still hot) and they complained- got £50 off their bill.

At the inn I worked at I had someone place an order for a well-done steak on a really busy day- I explained when they ordered it that as it was so busy (there was a concert on, was a tiny place- the next nearest place to eat was about 20/25 miles away) it would be an additional 20-30 minutes wait as the kitchen was backed up, and that this would be on top of the normal 20 minute wait there is on well done steaks because they take longer to cook. She said that was fine and after less than 40 minutes came into the bar where I was and complained about the wait she had- even though I had explained it, but I gave her a refund on the sauce for the steak because she had been relativly polite and to be honest, since the bar was jumping I really couldn't be a***d to put in the time and effort to argue when I could have been serving customers (at least the place had a good set of locals that could jump behind the bar for me when I was serving food)

But in both of these places if somebody wrote to complain we wouldn't nessecarily offer anything- because there is a member of waiting staff around plus the service checks during and after each course and at the bill stage which would have enabled them to complain- if the letter was a follow-up to a compaint made in the restaurant we usually remembered, but we oculdn't offer a refund if we didn't remember the customer or the situation because otherwise it could be anybody randomly writing into get freebies!

Pixie28 wrote: »

I used too work for Frankie & Benny's as a manager...complaint letters are forwarded from head office to the naughty restaurant in question, and usually vouchers or a free meal for two are sent as compensation.

I don't think the OP wants to go back to F&B's, so that would be a cruel form of compensation.

alison99 wrote: »

I don't think the OP wants to go back to F&B's, so that would be a cruel form of compensation.

Very true...lol! However if a meal is offered as compensation the restaurant will take a booking for a specific date and time so that they can bend over backwards to make sure that the returning customer gets excellent service and delicious microwaved food....mmmmmmmm!

Yes! Scary stuff....If I am complaining I never let them exchange my meal or order anything else from the menu. I worked in restaurants for years and I have seen a few gruesome things in my time! I get your point though with regards to going back to the restaurant for a free meal, but I think if you complain on the day you are more at risk at having your food "tampered" with because the chef is the first to hear of your grievances and may react in the heat of the moment.

I will add that during my 3 years at F&B's, the chefs never messed with the food, except for one who thought it would be funny to put a fully wrapped starburst sweet in three different pasta dishes.(It was her last night the b!) Now that took some explaining to the customers! :rolleyes: