I have reviewed the response made by the business in reference to complaint ID 11505682, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to each point made by the business: 1. I was told by BOTH waitress(who said she was going to the back to ask) and hostess that it IS a meat sauce. The manager was the only one who said differently.
2. Yes a new meal was brought and I specifically thanked the waitress for her help in the matter. But unfortunately I could not actually finish the meal because I had already begun to feel unwell. 3. The manager made no offer of removing it from the bill until we asked it to be. 4. There needs to be a note ON the menu about "cross contamination" (and more specifically about the possibility of the sauce containing ground beef), because most customers will see "vegetarian" and not think to ask if it actually is. 5. Customers need to be advised of this as well, again on the actual menu. 6. (Speaking as the young woman) I was most certainly not any of those things. I had spent the moments before the manager came over crying because of how upset I was. As people who work in customer service ourselves, we try to give employees the benefit of the doubt. However after receiving attitude and an overall flippant demeanor from the manager immediately upon arriving to our table and continuing throughout the entirety of our conversation, we did begin to raise our voices. But what she fails to mention is this didn't happen until well into the 5-10 minute conversation. 7. She did not show concern at all, but instead asked me if I was vegetarian or vegan, and then mentioned her own food allergies as if I would have sympathy for her and not be upset about my own. 8. I most certainly did not deny it. I told the waitress right away that I was a vegetarian and that I would get ill from eating it, then repeated it to the hostess, and then repeated it once again to the manager. I mentioned it multiple times to each. 9. The others in my party completely ate their meals by the time I got my replacement. Not to mention they were able to eat their meals because they actually got what they ordered. Which is why there isn't a complaint filed for their meals, but for mine. Regardless of what their meals contained, I am the one who ordered a vegetarian meal and was instead served ground beef in sauce, and I then proceeded to have several bouts of vomiting and diarrhea, as well as severe stomach pains, for the entire rest of the night, woke several times through the early hours of the morning, and then all through the next day. The third day left me weak and extremely dehydrated and unable to stomach anything without repeating the past day and a half. She asked me multiple times what would make me happy even after I told her specifically that nothing can make me "happy" because I'd be spending the rest of my vacation miserable and in pain. And that the only thing she could do is to alter the menu to be accurate, to which she responded "ok". So yes she asked me, and I responded. But if the menu doesn't get changed then I don't see the point of her asking me, and then her agreeing to it. I have been a vegetarian for 7 years. This isn't a hobby, or something I just decided to try out. This is an extremely important part of my life. And when I noticed the meat, I was horribly upset enough to start crying in the middle of a restaurant full of people. And now seeing the business' response to this, as if they're just shrugging it off like it isn't a big deal, when it's in fact a huge deal to me. I don't eat new foods without reading the ingredients list, and I always look up any obscure words I am not familiar with. I am diligent when I go to restaurants, always asking about meals even if it seems like it would be vegetarian. I am always double and triple checking whatever I consume. And this one instance I didn't because it explicitly said "vegetarian", and I believed that they wouldn't put something on their menu that was so obviously inaccurate. The only thing I asked was to remove the word "vegetarian" from the menu, and they agreed to do it. The issue could have been easily resolved had they just done so.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID 11505682, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to each point made by the business: 1. I was told by BOTH waitress(who said she was going to the back to ask) and hostess that it IS a meat sauce. The manager was the only one who said differently.
2. Yes a new meal was brought and I specifically thanked the waitress for her help in the matter. But unfortunately I could not actually finish the meal because I had already begun to feel unwell. 3. The manager made no offer of removing it from the bill until we asked it to be. 4. There needs to be a note ON the menu about "cross contamination" (and more specifically about the possibility of the sauce containing ground beef), because most customers will see "vegetarian" and not think to ask if it actually is. 5. Customers need to be advised of this as well, again on the actual menu. 6. (Speaking as the young woman) I was most certainly not any of those things. I had spent the moments before the manager came over crying because of how upset I was. As people who work in customer service ourselves, we try to give employees the benefit of the doubt. However after receiving attitude and an overall flippant demeanor from the manager immediately upon arriving to our table and continuing throughout the entirety of our conversation, we did begin to raise our voices. But what she fails to mention is this didn't happen until well into the 5-10 minute conversation. 7. She did not show concern at all, but instead asked me if I was vegetarian or vegan, and then mentioned her own food allergies as if I would have sympathy for her and not be upset about my own. 8. I most certainly did not deny it. I told the waitress right away that I was a vegetarian and that I would get ill from eating it, then repeated it to the hostess, and then repeated it once again to the manager. I mentioned it multiple times to each. 9. The others in my party completely ate their meals by the time I got my replacement. Not to mention they were able to eat their meals because they actually got what they ordered. Which is why there isn't a complaint filed for their meals, but for mine. Regardless of what their meals contained, I am the one who ordered a vegetarian meal and was instead served ground beef in sauce, and I then proceeded to have several bouts of vomiting and diarrhea, as well as severe stomach pains, for the entire rest of the night, woke several times through the early hours of the morning, and then all through the next day. The third day left me weak and extremely dehydrated and unable to stomach anything without repeating the past day and a half. She asked me multiple times what would make me happy even after I told her specifically that nothing can make me "happy" because I'd be spending the rest of my vacation miserable and in pain. And that the only thing she could do is to alter the menu to be accurate, to which she responded "ok". So yes she asked me, and I responded. But if the menu doesn't get changed then I don't see the point of her asking me, and then her agreeing to it. I have been a vegetarian for 7 years. This isn't a hobby, or something I just decided to try out. This is an extremely important part of my life. And when I noticed the meat, I was horribly upset enough to start crying in the middle of a restaurant full of people. And now seeing the business' response to this, as if they're just shrugging it off like it isn't a big deal, when it's in fact a huge deal to me. I don't eat new foods without reading the ingredients list, and I always look up any obscure words I am not familiar with. I am diligent when I go to restaurants, always asking about meals even if it seems like it would be vegetarian. I am always double and triple checking whatever I consume. And this one instance I didn't because it explicitly said "vegetarian", and I believed that they wouldn't put something on their menu that was so obviously inaccurate. The only thing I asked was to remove the word "vegetarian" from the menu, and they agreed to do it. The issue could have been easily resolved had they just done so.
Regards,
[redacted]