It’s OK to Send That Bad Food Back

Stop being scared of voicing your concerns at a restaurants. 

Let’s be real—no one wants to be that person who sends their food back at a restaurant. While nobody wants to be a complaining “Karen” because your order is prepared wrong, cooked incorrectly, contains allergens, or is just simply not what you ordered, forcing yourself through a miserable experience for fear of speaking up or insulting the restaurant is just as bad—if not worse. 

In fact, the general consensus among a range of industry folks we tapped on the matter—from servers to managers to owners—is they actually want you to voice your concerns (just not after you’ve already finished half your meal or because you’re looking for a freebie). After all, their bread and butter is literally hospitality—and their primary goal is ensuring guests have a top-notch experience. 

While mistakes are no doubt inevitable—even in the finest of establishments (if you’ve worked in any restaurant or seen The Bear, then you know)—ultimately, honesty is the best policy. 

So if there’s an issue, Wye Hill co-owner Sara Abernethy emphasizes, “I absolutely want to know so we can address it immediately! I would so much rather have the opportunity to correct an error than have a disappointed guest who may be more prone to sharing negative feedback online later.”

Abernethy’s team utilizes what she calls a “two-bite check” for checking on guests so they are more likely to speak up if they need something or have a concern. “I think waiting too long to address the issue creates resentment,” echoes MOFU Shoppe Restaurant Operations Manager Darany Samountry.

In line with that approach, Mulino/La Terrazza server Tim Pinner stresses it’s a server’s job to make the guest feel comfortable voicing concerns at restaurants. “I try to put them at ease so they’ll tell me anything we can do to improve, or possible complaints with food, wines, etc.,” he says.

Sarah Santoro, marketing director of Hummingbird, agrees that customer communication and feedback are crucial to ensuring a business’ standards are met. The linchpin is really more about the delivery. “Feedback should be given honestly but tactfully,” she maintains. “Kind and respectful comments/questions are always well-received and accommodated.” Translation: Be honest—but don’t be a jerk.

Honesty “should also come with a good helping of understanding,” agrees Samountry, “and it doesn’t have to include belittling or disrespect. Mistakes happen—and they aren’t personal.” 

That said, “There is a difference between trying something new that isn’t to your taste and an item not being cooked correctly,” says Santoro, “and if the business doesn’t advertise as an ‘all-you-can-eat buffet,’ then it isn’t one.”

The takeaway? Samountry says the key is to air an issue with clear expectations that allows the server/chef to make it right. So, less “My steak isn’t cooked right,” and more: “I don’t mind waiting for a new one,” or “I would not like a new one, and please take it off my bill.” 

After all, “we are in the service industry,” says Sassool’s Simone Lawson. “We’re here to make sure our guests are full and happy. It’s the most frustrating when we don’t realize we’ve given a guest the wrong thing and then they post a horrible review on Yelp when we would’ve loved to make it right for them and turn the experience around.” So go on, be that person—in the end, it actually makes everyone happy. 

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