Subject: Formal Complaint Regarding Unprofessional Conduct - April 3, 2026
I am writing to formally address an unfortunate experience my friends and I had on April 3, 2026, following a celebratory outing after my play.
The three of us visited your establishment to enjoy a meal. One of my friends ordered the calamari; however, it was excessively salty to the point that it was inedible. After tasting it myself, I found the level of salt overwhelming so much so that I needed to drink water immediately to alleviate the taste.
When our server, Diego, checked on our table, my friend politely explained the issue. He responded that he would speak with the manager. Upon returning, he informed us that the manager stated there was nothing that could be done. We were surprised and disappointed that the manager did not come to the table personally at that point.
We then requested to speak with the manager directly. When she arrived, she did not introduce herself by name or title. We respectfully directed her to the side of the table where the concern originated, rather than speaking across our food. She appeared visibly annoyed by this request.
As my friend explained the issue, noting she had never experienced calamari prepared in such an overly salted manner, the manager repeatedly stated that there was nothing she could do even after being told the dish was inedible. At no point did she initially offer a replacement or alternative.
When another friend asked whether there was a policy displayed on the menu regarding such situations, the manager responded by accusing us of being rude and stated, "I'm not supposed to give you a credit, but I will." This was the first mention of any form of resolution, and it was delivered in a dismissive and unprofessional tone. She also used air quotes while speaking, which further escalated the situation.
At that point, one of my friends asked to speak with the manager, as Michelle had not identified herself and did not appear to be acting in a managerial capacity. She responded defensively, stating, "I don't appreciate you asking for the manager when I am the manager," and accused us of being disrespectful.
Attempting to de-escalate the situation, I thanked her for the credit and asked my friend to remain quiet. However, when another friend reacted with a laugh clearly out of disbelief the manager confronted her, asking, "What are you laughing at?" This further demonstrated a lack of professionalism and appropriate customer service conduct.
My friend responded appropriately, expressing surprise at the manager's demeanor and explaining that we are all professionals who expected to be treated with respect. The manager's attitude from the moment she approached the table was unnecessarily hostile.
For context, I have personal experience in the service industry, having worked as a server in the past and as a supervisor for over 10 years. Based on that experience, I believe this situation reflects a clear need for additional training in customer service, communication, and conflict resolution.
Please note, we are not seeking any compensation or resolution from this complaint. However, we felt it was important to bring this matter to your attention, as the level of unprofessionalism we experienced ensures that we will not be returning to your establishment.
Sincerely, read more