| rev:text
| - Two week update: No response from managing partner to letter. Disappointing.
Short version: Poor manager customer service this time. Confusing menu offer for restaurant week. Generally it is an excellent restaurant.
Long version: This is a letter sent to the managing partner - easiest to CC here and will update as applicable.
I wanted to, as briefly as possible, share our dining experience last night. I visit Seasons 52 about ten times a year for pleasure and business, and last night was a special occasion for my family. We didn't realize that it was also restaurant week.
As always, the food was exceptional, and the few service errors could be overlooked - it took about ten minutes before we were greeted at the table and the salads were brought out and shoved in front of us midway through the first course (not by our waiter, but by two female runners). If this had been the experience I would not be writing you now.
However, this wasn't the case. My wife and son ordered from the restaurant week menu, and my daughter and I from the regular menu. Our waiter, Michael H, was kind enough to point out that my daughter should also order from the restaurant week menu as she wanted the filet, and he also noted that this meant that we would only be getting two flatbread first courses. When my wife questioned this he responded that this was noted on the menu. She responded that this was incorrect - the menu says 'Select one of the following to share'. Michael looked at the menu, was confused and agreed with our interpretation, and then sought a manager. Truthfully I would have been fine with the misunderstanding - it had already created more stress and confusion than was warranted.
Danielle Gonzales came to the table and noted that she understood that 'we had a problem with the menu'. This isn't customer service - it is problem escalation. She proceeded to berate me and explain in detail how the system wouldn't allow the order, that she'd have to charge extra and so on. I was glad when she left, but seething at this point being made to feel like some kind of cheapskate and fraud, worsened by the fact that I was being put into the position that I was somehow wrong (leaving it at misunderstanding would have been détente). I almost cancelled the order right then, but simply sat frustrated.
When Michael returned to the table I probably vented to him more than I should have, but he had started the engagement with an apology. I told him that at least he was smart enough to do that, and that the situation was very upsetting. Ms Gonzales took an unfortunate situation, that shouldn't have existed in the first place, and made it worse on behalf of the restaurant. I didn't not take my frustration out on Michael and tipped him my customary 20%+, although there were points where I seriously debated this.
In summary, I believe Ms Gonzales should have acknowledged that 'Select one of the following to share' does not imply or convey the intended concept of 'Every other order on this menu receives this item'. It took three minutes for me to get this, and dining should not be an intellectual activity. I honestly cannot fathom that the restaurant's P&L is improved by the high-margin appetizer being marginalized in such a bizarre manner - the wholesale amount is less than $3 and the goodwill eroded is worth thousands.
Regardless of my experience, I would find it much more reasonable to reduce the portion size or provide a more precise explanation of how the menu is intended. As written it implies that the item is large and typically shared, especially when more than one is ordered. And, I am grateful this wasn't a business meal - it was awkward enough with family.
This isn't about the food portion (we never finish everything anyways). It is about service, which is what I expect from Seasons.
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