Mister A's Complaint - Dangerous & bad customer service!

Review by sandiegopanda on 2008-02-01
SAN DIEGO, CA, CALIFORNIA -- While dining at 8:45pm on 1/30/08, I ordered a drink from the bar. After taking several sips of mine, I found a 1 inch shard of glass on the side of my glass. The large shard came from the rim of my glass and there was also another chip in the rim. I was completely petrified that I had swallowed glass. Luckily, I'm OK just a little traumatized. Our server said the dishwasher (appliance) had recently been replaced and that they've been having problems with broken glasses since getting the new machine. I've already contacted the restaurant's management and notified them, they've denied the statement made by the server. The owner himself called my husband to yell at him and call him a liar & scam artist though we asked for nothing. The manager, Penny, pretty much said the same thing. We did not claim injury and we weren't asking for anything. I'm just concerned that other diners are at risk.

Their food was just OK (lobster over-cooked, salmon under-cooked, steak chewy and tough), I've had much better meals and service at Morton's, Island Prime and Prado. Please don't give them any of your money, they really don't deserve it.

If this review keeps even one person from spending money there, then Bertrand has gotten what he so richly deserves.
Comments:7 Replies - Latest reply on 2008-02-04
Posted by Principissa on 2008-02-01:
Wow, that's pretty scary. I hope you are alright.
Posted by Aerocave on 2008-02-02:
I do hope you are OK...but I have to say I am not understanding why the owner would call your husband, especially in this situation, and yell at him? Maybe out here in the Mid Atlantic States we just have better customer service...but, whenever I hear statements like that (and knowing how most level headed managers/owners would handle this type of situation) my mind begins to wander a bit...and think...is there more to this story?
Posted by madconsumer on 2008-02-02:
this is fairly common. the bartender should have noticed that, or your server.
Posted by Slimjim on 2008-02-02:
I have to agree with madconsumer. Glasses crack and break all the time in restaurants. These things are put in commercial dishwashers that literally boil water, subjecting the glass to extreme temperature changes, not to mention just being handled quite a bit. Whoever prepared the drink missed it and it was probably a one in a million occurrence.
Posted by Anonymous on 2008-02-02:
Same thing happened to me at a bar in Mexico. Showed it to the waiter, he ran off with it and then no one had any idea what the crazy Gringo was talking about. At least I did not swallow the piece of glass.
Posted by sandiegopanda on 2008-02-03:
Thankfully, I am alright just a little shaken. My husband called the restaurant the next day because he was not with me that night and he wanted to make sure that the manager knew what happened so they could look into the problem. She said that she'd investigate and call him back. The next day the owner called my husband and just started yelling at him right away. He called him a liar and a scammer though we had asked for nothing and we never claimed that I was injured. I'm sure that he had had experiences where other people were trying go after him for some kind of ill-purpose. But he was irrational and didn't even take the time to listen to us. When my husband merely tried to explain that to him, he hung up. We have no motives other that to make sure that no one gets hurt and, after the way that we were treated, spread the word about this terrible customer service. "Aerocave" is right, most level-headed manager/owners would have handled this a totally different. This, however, was the exception to the rule and they were not level-headed.
Posted by FoggyOne on 2008-02-04:
Sounds like action by the Health Department is required - you can call them anonymously (of course how many people had this problem?) and complain. They might be interested to know why drinks are served in broken glasses.

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