The manager seems to be getting a bad rap here... How are you so sure the people that were talked to even told the manager of the issue???
I think this happens more than we know.... Think about it..you don't like the service, temperature, whatever... You ask your server to speak to the manager. The server already knows you are not happy and want to complain. What is their incentive to get the manager for you, so you can "maybe" complain about them...
Just my thoughts...Maybe your requests for the manager never reach them.
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