I adapted this from a letter to La Superior about this past weekend's experience.
Dear Owner/Manager,
I wanted to write you about my unfortunate experience at La Superior last Saturday, May 21, 2011.
I arrived at La Superior with a friend to grab a late-afternoon post-bike riding snack. We sat down and were excited. We've come quite a few times before (maybe over 10 times?).. I've never had a bad experience except it's too crowded or service is slow or indifferent, but I've only come in the evening. I figured daytime would be even better because it would be less crowded.
Our server seemed nice enough, but we weren't really paying attention to how she looked as a person. I stressed to her that I have a dairy allergy, which means no cheese, butter, cream, or dairy of any kind. She brought our first round of tacos, and they were great. We ordered another round, but didn't notice our server had changed by the time we put in our second order. We were too busy laughing and catching up to notice that the gal who served us had changed. I stressed, "no cheese" to this server when I ordered the second round, flautas de pollo. They arrived with cream on top, which is not mentioned in the menu (which says, merely, "crispy rolled corn tortillas, choice of chicken or potatoes with cheese topped with romaine and salsa,") and I asked the chef who dropped the plate to please bring me one without dairy. I saw him go over to the server and talk to her.
Our server came over (second gal). She gave me MAJOR attitude.
"What's the problem?" she said.
"These have dairy, I wanted ones with no dairy. I don't think the menu said they'd have cream."
"So what do you want me to do???" she asked rudely (the tone of voice was confrontational and rude).
"I would like some new ones," I said, a bit defiantly. I felt ridiculous that I had to be defiant to be able to eat my food that I was paying for.
She took them away without a word, and the air was tense. She went to the back, spoke with the chef. She came back within 30 seconds.
"You know, the menu says it has cream," she said.
I double-checked the hard copy later - it didn't, so maybe there are multiples of the menu??? But at the time, I worried, oh no did I make a mistake? But then I realized that no matter what, I didn't warrant this kind of behavior from her. I felt like I was in an etiquette class where someone was telling me I'd broken every single one of Emily Post's rules, from the way she was uppity with me. But in reality she broke all the etiquette rules, whether it comes to making a restaurant a pleasurable experience or just plain being a nice, decent human being.
"You should really let us know beforehand when you can't eat something," she said. "It's not our fault you didn't read the menu. THIS COMES OUT OF OUR WAGES, YOU KNOW. It'll be okay with this one because I worked it out with the chef, but normally this would have come out my wages." This was said quite incriminatingly, as if to make me feel guilty. I refused to feel guilty. Was she doing me a favor by having "worked it out with the chef?"
"I did tell you before," I said. "I told you I was allergic to dairy the first time I ordered my first tacos."
"No, that must have been the other girl," she said. "BECAUSE WE ALL LOOK THE SAME, YOU KNOW," she said loudly and sarcastically. I mean, her voice was dripping with sarcasm. This gal seemed ANGRY, and to be having a bad day. I understand the possibility for that, but there is no excuse for how she acted. To perpetrate bad feelings and meanness upon someone just because you're having a bad day really sucks.
I was shocked and blown away. My friend was mortified and had her hand over her face, looking away (she hates confrontation, but I was not about to admit I was at fault here). I widened my eyes and said, "That doesn't make any sense that it would come out of your wages," a bit more upset.
"Well, you know, that's what happens when customers do this," she said.
"That's not my fault," I said.
I'm pretty sure other people were listening to this conversation. It's bad enough that I don't like feeling noticed or special for not being able to eat dairy. This woman had to go and make me more noticed, more ostracized than I already regularly feel at restaurants, but also didn't give a CRAP if I had an allergic attack. WOW.
I shoveled the food down, barely tasting it, the rest of our conversation stilted, we left over a 20% tip, and we got the hell outta dodge before the Server from Hell descended upon us again. We won't be back until she's gone, and we'll be telling other people about how bad the customer service can be at La Superior. We'll get agua fresca and tacos at Taco Chulo til then. See ya later, unprofessional, rude, I-Hate-My-Job meanie! read more