I was at a casual BBQ place on the weekend close by... The CH thread had given it mediocre reviews but I decided to try it anyway.
The place had a mailbox that said "Comments and suggestions" on it so after my mediocre experience I decided I was going to leave some comments about why I wouldn't be rushing to come back. I asked the guy at the counter if they had any comment cards/pen and he grabbed me a piece of paper/pen. I went back to the counter I was sitting at and started writing out my comments. A few minutes later he was like "you writing a book over there? did you have a problem with the sandwich"? I told him I was giving some feedback and asked if he was the owner. He was so I told him I could tell him directly but I wanted to make sure my comments had gotten back to the owner.
The thing is he was not very receptive at all to my points. Instead of listening to me it felt like he was trying to argue/defend himself on all of the issues I brought up. There was another lady working there and she was more receptive and she said she appreciated the comments. I kept having to say that I was just giving him my opinion and that others might agree with me. He kept saying about no one has ever complained before and that people love his food. He was telling me about the customers in his area and how they all loved it. Then, he went on to blame ME for ordering the sliders vs. getting a normal sandwich. The bread was really dry and the sandwiches had hardly any meat on them (compared to the sample photo of them). It was a joke really how little meat was on them compared to the size of the bun.
Don't blame the customer for ordering something bad off the menu, remove it from the menu if the quality isn't there! They were distributing flyers too with the sliders promo on it. To give him credit, it originally was just for pork sliders and I asked if he was able to do it for beef too and he did one of beef/pork/chicken for me.
Anyone care to share experiences of how owners/staff have reacted to your comments about food/service. I told him that not everyone who has an issue will say something, they will likely just walk out and never come back again... or go on sites like this, yelp, urbanspoon, etc and post bad reviews.
I can see why people don't bother as this isn't the first time an owner has reacted defensively instead of taking in what I say and considering it.
(sorry if there is another thread on this, didn't find anything in my searches here).