Restaurant owners and managers are not having it with bad reviews these days. More and more often, they are defending themselves when a 1-star review pops up and it happened again, this time for a restaurant called Plae Bistro in Green Bay, Wisconsin. When Carol P. came out swinging with her bad review of her dinner, she had very specific complaints about the thickness of her steak, how awful her booth was, being constantly interrupted by the server and how she felt rushed the entire time. The manager had an answer for every single complaint and proved that Carol P. didn’t quite have her facts straight:
- The steak she ordered was 1.25” and not the half-inch she claimed. (Either Carol P. needs a new measuring tape or her husband has brainwashed her into believing that some objects are slightly larger than they may appear and now she gets all confused when it comes time to measure something.)
- She was seated in a booth that is the most requested table in the restaurant and they would have happily moved her if only she used her words and asked for it. But she didn’t. She decided to complain about it online instead.
- According to security video, Carol P. was there for almost 4 hours and the server checked on them a total of seven times, or an average of every 32.142857 minutes. That is not being “constantly interrupted” or being “rushed.” That’s just someone looking for something to complain about and failing miserably.
So what lesson can reviewers learn from Carol P.? Namely this: if you are going to complain about something, make sure your complaints are valid because if they’re not, there is an awfully good chance that you are going to be called out on them. And if you are called out, there is another good chance I am going to blog about you.
By the way, Carol P. has only reviewed two places and she gave them both 1 star. Once again, we see that people are far more willing to write a complaint than write a compliment, myself included.
Predrag
Many times when I read complaints like this I actually wonder, what is wrong with some people.
They are reason why Americans are not working on a cruise ships, where I spend many years, with most demanding guests that you can imagine. It is hard but it is my job. I am 100% sure that Mrs. Carol needed more attentive WAITER. Specially if waitress is good looking. Mrs. Carol was just JEALOUS.
Owner made good response, next time more communication between waiters and management can be very useful. ( less facebooks and twitters….)
Kris
I make a point of asking for the manager whenever I receive good service. I used to work in a field where I was subject to the public’s reviews and one soon learns that the happy ones skip home and say nothing and the malcontents bitch. Now when I have a competent server, I say something. If the server does anything at all that can be construed as “extra”, even something tiny, I’m in front of the manager going “I want you to know that even though she had just been yelled at by jerks at the next table, our server noticed that my son had broken two of his crayons and brought us a new package on her way back to the kitchen.”
So many people are jerks.
Brent Seaman
I agree, I myself don’t take the time to offer a great or even good restaurant experience. A couple of other observations…Carol P said this was an “expensive” dining experience…$300 for FOUR people AND YOU had a $40 steak, oh, let’s not forget the “expensive” wine. Let’s break it down: $300 – $60 (that “expensive” wine) = $240 / 4 = $60 per person? And did the $300 INCLUDE tax?? Sounds EXTREMELY reasonable, considering $40 of that $60 was your entree. I’m sure with all the other items your party ordered (cappucinnos) the deal looks better and better. Of course, you failed to mention these additional items in your “review”. If I’m ever in Green Bay I’ll make sure and visit this place…sounds like fine dining and reasonably priced place!
Philip Jackson
All yelpers should die a VERY slow and painful death. Please do not breed. Oh wait, you’re too busy yelping to notice that c☆☆k up your a$$
Mel
Once time when I went out for a meal with a friend, we were served a salad that hadn’t been washed and was full of mud. We sent it back and either received a new, clean salad, or else that same salad was washed and returned to us clean. Either way, we didn’t mind. We didn’t complain and ask for anything free or for a discount on our bill, we were perfectly happy simply to be given a clean salad, so we were very pleasantly surprised to receive free dessert. I only wish that it had been in the days of Yelp or TripAdvisor, so we could have given a positive review for the service. Sadly, too many people prefer to complain than compliment.
Jayme Shefchik
PLAE is one of my favorites and I’ve had nothing but amazing service and food every single time!
Mitchell Hyde
As a business owner, in the service industry, I would like to applaud the owner of this establishment for going to the trouble of addressing the issues that plainly have exposed someone with either a negative demeanor, or an ugly vendetta. As a reminder to those reading my comment, a small business such as the one in this story, thrive and survive through word of mouth advertisement and reviews for those who read them to find out about places they may not know about. It is very unfair for someone to put out there such a blatant negative review, with outright falsehoods for the sake of besmirching the reputation of a business, with a review so contradictory to those of many others. Some owners might just let it go, but I am happy that this was not the case. Not only was the response concise, but with many pieces of proof that blew holes in this woman’s decrepit story. Shame on her. A small business owner sticks their own heart, soul, money, reputation and life into building a place for others to enjoy, for others to help build by sharing their experience. When someone writes a deceptive negative review, it is the equivalent of kicking a man between his legs when he is not looking for no reason.
I again not only applaud the owner of this business for his pride and stance, but I hope that his business flourishes by others deciding to come and make the assessment of this business for themselves. I encourage sharing this story with your friends if you are appalled by the attempt to smear the reputation of a business for personal means.
Cheryl
I live in Green Bay and can tell you this place is Delicious!! This women must have been having a bad day and needed to take it out on someone. I have eaten here Many times and have had nothing but amazing meals!!
Brenda
Two thumbs up!!! That manager owned her bitch ass!!
Melissa
The manager’s grammar is kind of embarrassing…
dead_elvis
No worse than average, I think – at no point did I wonder “WTF does she mean here?”. Elegant writing skills aren’t typically high on the priority list for hiring competent restaurant managers, and I’d gladly overlook more “embarrassing” grammar by a manager like this who’s willing to call out an asshole in detail.
Also, read up on use of the ellipsis.
Scott
Agreed. I noticed when I first joined YELP that I had written a couple of scathing reviews (One was a dentist that was trained at Auschwitz) Then I looked back at my reviews and thought, “There are plenty of places that I like”. So I made it a point to think of all my favorite places who always treated me well, and provided good service and value and wrote glowing reviews. They certainly deserve it, Plus, if all you read are nasty reviews, how much can you trust that person’s judgement?
Ana
I just wonder, if they were SO unsatisfied with the experience, and they stayed for nearly 4 hours, how much $ did they TIP their server? That’s my concern now, since the bitch and her party are not coming back… Hopefully.
John
The guests need not to nitpic over such trivial issues. Fine dining calls for providing the ultimate experience for the guest. Thumbs up mgr, for doing the right thing. How is one going to eat, take food home, then complain? WTG!! Looking forward to celebrating my special day next month!
Aly
I love how this woman wants to act like she’s a savvy, experienced fine diner, but thinks that $300 is a high bill for a four top at a nice place. No, honey. You need to spend waaaay more than that if you want a table for four hours on a Saturday night. What a nightmare.
Alan
This is great!
It’s about time these miserable people started getting called out for their exaggerations and outright lies!
More managers and owners should step up instead of kowtowing to every whiner and complainer who bitches about the most minute things. And they should also have their staff’s backs when justified instead of throwing them to the wolves every chance they get!
Sharon
Arrrgggghhhh!!!!!!!!!!!!!!!!!!!
Susan
Well that must be embarrassing for her. Probably the last review she’ll ever make, good or bad, which is probably a good thing.
dead_elvis
Unlikely. Assholes like this will usually just keep on keepin’ on, asssholing all over the place.
(Misanthropic? I have no idea what you’re talking about.)
Yes
I completely understand, if you don’t that’s a you problem
Dee Cross
It’s sad that it is becoming a norm on Yelp and Tripadvisor. They weren’t designed for you to only bitch and moan. Bravo to this manager to tastefully responding and keeping to the facts.
Kimberly Sims
Seriously, if you have a good experience give a shout out!
John
Kudos to the Plae mgr on duty. This person did exactly what should of happened, without putting Plae’s rep at all in jeopardy. Thumbs up for handling a very difficult situation the right way! I am looking forward to my bday day dinner next month, and I know that it will be an experience that will stay with forever! Folks REALLY need to lighten up and just relax. Maybe order within your means next time, cuz cash spent can cause outrageous rants with no cause or reason!
Cindi
PLAE is a fantastic restaurant, one of many we are pleased to have in Green Bay!! I am very proud to know the owner of PLAE and am glad she challenged this unhappy, ungrateful and snarky reviewer.
Jill
Agreed. PLAE is excellent and has a great local following.