Big Fish Restaurant Group

We have received the complaint submitted by Mr. & Mrs. [redacted] from their visit to the Big Fish Grill Glen Mills location on Morch 28, 2015. We have provided our statement and the details of our experience with the complainants below:Mr. & Mrs. [redacted] were seated for lunch and...

[redacted] was their server. [redacted] was made aware of Mrs. [redacted]'s pepper ollergy and Mr. [redacted]'s dairy allergy. She then followed the allergy procedure and approached [redacted], the manager on duty and [redacted], our kitchen manager to assist in finding the correct preparation methods for both of the guests entrees to be sure they met their allergy restrictions. [redacted] then rang the order into the computer with [redacted] confirming before sending and then confirming ogoin with [redacted] os the ticket was received in the kitchen. We then prepared a chicken sandwich to meet the pepper restriction for Mrs. [redacted] by using chicken strips instead of the traditional chicken breost because it is marinated with seasoning thot include pepper. Mr. [redacted] received a grilled barramundi with a side of steamed spinach instead of our traditionally prepared sauteed spinach with butter due to his dairy allergy. [redacted], the manager on duty was alerted over the heodset when the ollergy was ready to be served.[redacted] delivered 1he food to the table and addressed which entree was for the dairy allergy and which entree was for the pepper allergy. The [redacted]'s finished lunch and left the building.Then per the complainant Mr. [redacted] developed on allergic reaction.Mrs. [redacted] called around 2:30p.m. ond spoke to [redacted], the Assistant General Manager because [redacted] had left for the doy. Mrs. [redacted] wonted to make us aware that her husband was at the hospital due to an allergic reaction.She told [redacted] that her husband had the barramundiwith two sides of sauteed spinach. She asked if there was anything related to dairy that could have gotten in his meal.[redacted], having no background of this allergy and not being the manager on duty during their visit told her traditionally sauteed spinach has butter, solt and pepper. [redacted] placed Mrs. [redacted] on hold to check with [redacted] about the specific preparation of her husband's meal. [redacted] spoke with [redacted] and confirmed that [redacted] himself used fresh spinoch with oil, salt and pepper instead of our traditional method to prepare the spinach and that the barramundiserved was grilled.Mrs. [redacted] then stoted that a manager did not deliver the food to her table like we normally do and she was not pleased. [redacted] then let Mrs. [redacted] know that someone from upper management or ownership would reach out to her.[redacted], our Director of Northern Operations spoke with Mr. and Mrs. [redacted] on Monday, Morch 30th. [redacted] expressed her empathy ond explained our allergy procedures. She also made them aware that we deol with all allergies seriously and with the utmost core and concern. After speaking with the [redacted]'s [redacted] communicofed their experience with the owner, [redacted] Sugrue.[redacted] spoke with the [redacted]'s about their experience on Tuesday, March 31st_ They had a nice conversation concerning the communication between them and our staff. [redacted] then inquired about the severity of Mr. [redacted]'s allergy. Mr. [redacted] indicated that if a piece of chicken was cooked on the grill and wiped with butter and removed ond an hour later a new piece of chicken was grilled with no butter he would still be reactive and require medical ottention. [redacted] responded "If my daughter was that reactive then Iwould not let her eot in a restaurant". [redacted]'s offer of a gift card was denied and the [redacted]' s requested that they be reimbursed for their medical attention. [redacted] declined and the [redacted]'s hung up the phone.

Review: We recently visited Big Fish Grill in Glen Mills. They provide a Dairy Free Lunch Menu. At the bottom of the menu it states, "To ensure a great dining experience for all guest, Big Fish has created allergy menus to assist guests with food allergies to make informed selections. Consuming items not on these menus may aggravate exisiting allergies. Big Fish assumes no responsibility for guests with allergies who consume items not on these menus." My husband has a severe dairy allergy. He ordered off there Dairy Free menu and had an allergic reaction which landed him in the hospital. Upon calling the restaurant the manager admitted the sauteed spinach he was given had butter on it and their Dairy Free menu was wrong. He told us the VP of the company would be in contact. Two days later the VP called and stated she was sorry this happened. She stated the owner would be in contact. The owner contacted us last evening. He stated, "Anyone with a food allergy that is severe should not go to any restaurant to eat." He also went on to tell us that he is taking no responsiblity for what happened and that his allergy menus are designed for people who get stomach issues from eatting foods. We asked him to take responsibility by paying our medical expense and meal, likes his menu states in fine print, and he said he refuses to, but offered a gift card to return to his restaurant.Desired Settlement: We would like our money to be returned and medical co pay paid and for his menus to state the correct items. If you are going to state you will take responsiblity for items ordered off the menu then we would like them to step up and take responsibility for there actions.

Business

Response:

We have received the complaint submitted by Mr. & Mrs. [redacted] from their visit to the Big Fish Grill Glen Mills location on Morch 28, 2015. We have provided our statement and the details of our experience with the complainants below:Mr. & Mrs. [redacted] were seated for lunch and [redacted] was their server. [redacted] was made aware of Mrs. [redacted]'s pepper ollergy and Mr. [redacted]'s dairy allergy. She then followed the allergy procedure and approached [redacted], the manager on duty and [redacted], our kitchen manager to assist in finding the correct preparation methods for both of the guests entrees to be sure they met their allergy restrictions. [redacted] then rang the order into the computer with [redacted] confirming before sending and then confirming ogoin with [redacted] os the ticket was received in the kitchen. We then prepared a chicken sandwich to meet the pepper restriction for Mrs. [redacted] by using chicken strips instead of the traditional chicken breost because it is marinated with seasoning thot include pepper. Mr. [redacted] received a grilled barramundi with a side of steamed spinach instead of our traditionally prepared sauteed spinach with butter due to his dairy allergy. [redacted], the manager on duty was alerted over the heodset when the ollergy was ready to be served.[redacted] delivered 1he food to the table and addressed which entree was for the dairy allergy and which entree was for the pepper allergy. The [redacted]'s finished lunch and left the building.Then per the complainant Mr. [redacted] developed on allergic reaction.Mrs. [redacted] called around 2:30p.m. ond spoke to [redacted], the Assistant General Manager because [redacted] had left for the doy. Mrs. [redacted] wonted to make us aware that her husband was at the hospital due to an allergic reaction.She told [redacted] that her husband had the barramundiwith two sides of sauteed spinach. She asked if there was anything related to dairy that could have gotten in his meal.[redacted], having no background of this allergy and not being the manager on duty during their visit told her traditionally sauteed spinach has butter, solt and pepper. [redacted] placed Mrs. [redacted] on hold to check with [redacted] about the specific preparation of her husband's meal. [redacted] spoke with [redacted] and confirmed that [redacted] himself used fresh spinoch with oil, salt and pepper instead of our traditional method to prepare the spinach and that the barramundiserved was grilled.Mrs. [redacted] then stoted that a manager did not deliver the food to her table like we normally do and she was not pleased. [redacted] then let Mrs. [redacted] know that someone from upper management or ownership would reach out to her.[redacted], our Director of Northern Operations spoke with Mr. and Mrs. [redacted] on Monday, Morch 30th. [redacted] expressed her empathy ond explained our allergy procedures. She also made them aware that we deol with all allergies seriously and with the utmost core and concern. After speaking with the [redacted]'s [redacted] communicofed their experience with the owner, [redacted] Sugrue.[redacted] spoke with the [redacted]'s about their experience on Tuesday, March 31st_ They had a nice conversation concerning the communication between them and our staff. [redacted] then inquired about the severity of Mr. [redacted]'s allergy. Mr. [redacted] indicated that if a piece of chicken was cooked on the grill and wiped with butter and removed ond an hour later a new piece of chicken was grilled with no butter he would still be reactive and require medical ottention. [redacted] responded "If my daughter was that reactive then Iwould not let her eot in a restaurant". [redacted]'s offer of a gift card was denied and the [redacted]' s requested that they be reimbursed for their medical attention. [redacted] declined and the [redacted]'s hung up the phone.