We chose KöD for my husband's birthday dinner because we expected a high-quality steakhouse…read moreexperience. Unfortunately, the evening fell well short of that. What ultimately disappointed us most was not just the dinner itself, but how the restaurant handled the situation afterward.
When we arrived at 8:00 p.m., the table next to us was still covered with dirty dishes from previous guests. A receipt left on the table showed they had paid about 15 minutes earlier. During our meal, two more nearby tables became vacant, yet none of them were cleared before we left at around 9:20 p.m.
We ordered the tasting menu with wine pairing. The waiter accidentally poured full glasses of wine for both of us after asking whether we wanted to taste it first, laughed it off, and moved on. A small mistake, but representative of the evening. The starters were good.
The biggest issue was the steak. We both ordered medium rare. One arrived medium, the other clearly overcooked, which the waiter acknowledged. My steak was eventually taken back, but after a long wait--during which my husband finished eating--the waiter informed me they were only then starting to prepare a new one. By that point, our dinner together was over, so I declined.
The béarnaise sauce had clearly been sitting for a while, with a glossy skin on top.
I spoke with the floor manager privately and asked for a bill they considered fair. The explanation for the uncleared tables was that the staff had been busy, although the restaurant did not appear particularly crowded.
The final bill was €118. My starter was removed, but we still paid for my husband's starter and main course, both wines, and approximately €8 for water we had never ordered but which had been brought to the table automatically. My steak was not charged because I never received a replacement. When I questioned the water charge, I was simply told that I had drunk it.
Mistakes happen in every restaurant. What prompted this review was the way the complaint was handled afterward.
Two days later, I contacted the restaurant to give them an opportunity to address the issue. Instead of acknowledging their mistakes, the discussion focused on defending their actions. They described the compensation as "more than generous" because desserts and dessert wines were not charged, even though we never received them. In reality, the only actual compensation was my starter.
The restaurant also claimed that I shouted at their staff. I was certainly disappointed, but I deliberately held every conversation away from our table to avoid disturbing other guests. The only moment my voice may have risen was when I asked, "Are you serious?" after realizing we were also being charged for water we had never ordered.
I appreciate businesses that support their employees. However, I also expect them to acknowledge their own mistakes. Throughout the entire process, I was left with the impression that the restaurant apologized only for my disappointment--not for failing to deliver the experience we had paid for.
That distinction matters. Saying *"We're sorry you feel this way"* focuses on the customer's reaction. Saying *"We're sorry we failed to deliver"* accepts responsibility. That responsibility was missing throughout this entire experience, and for that reason, I cannot recommend KöD.
