While I was having lunch at Pastis to celebrate a friend's birthday, said friend and Birthday Girl found a piece of glass in her Nicoise Salad. (No need to comment on the gravity of that situation.) We showed the waiter, he whisked it away and brought another. Neither of us pitched a fit.
It seems, however, that we should have. Not only was I charged for the salad, but after an initial apology, we went utterly ignored by our waiter. Not wanting to dampen the already less-than-festive mood, I paid, then called the General Manager as soon as I got back to work. To his initial credit, he apologized and said he'd get back to me.
To his subsequent discredit, he did not get back to me, not, that is, until I stopped by (I work in the neighborhood) the next day, at which point he hastily left a message on my machine, apologizing. (My machine gives the time of each message left.) To my face then, he apologized and offered to "take care of my next reservation" at Pastis.
When I said I wasn't likely to be returning, he got defensive, asked me "what more I wanted" and said they had a very high turnover but very few complaints.
I couldn't believe I then had to spell it out for him that at the very least, I should have been reimbursed for the salad!
He said he'd have to check with Keith McNally and get back to me.
I'm not exactly holding my breath...but I'm sure not eating there again either!