[Midge538]

After a meal at Glenview two years ago .. that I would not finish ... I have not been back ... except for refreshment at the bar after golf. If one needs to 'complain' after paying for a meal ... who needs that! I would never complain and then have something 're-served' from that kitchen ... 'ewwwww!'

[Chi-Town]

Jumping on Geraldine is a little harsh. When you go out with company and the place you chose was a gift from your spouse it makes one pause before complaining. Under those circumstances it may be better to keep quiet rather than place all in an uncomfortable position. After all, this was to be a fun night. She did not know that she would get sick. Probably no call would be placed the next day if she wasn't up all night.

[beartrack]

I have been in that managers place many times having to deal with an unhappy customer as I have been in the restaurant business for my entire adult life. If my kitchen put out grey and shriveled up lobster tails and it was brought to my attention. I would have solved the problem by giving Geraldine an unforgetable Mothers day. I not only would have seen to it that she recieved a satisfactory dinner, I would have comped the entire table with my apologies.

Some of you out there are more than likely thinking " comp the entire table ? " are you nuts. Let me tell you why I have learned to handle a legitimate complaint in that manner ( key word, legitimate ) The reason would be to turn negative comments like Geraldines into positive comments. I would want all the people in Geraldines party to tell all their friends. "You will never believe what happened last night at Beartracks rest. There were eight of us and one person was very unhappy with her dinner. She called over the manager and he agreed with her and not only replaced her dinner but, he picked up the check for the whole table. He's nuts, but what a class act." Now I have created eight ambassadors singing my praises, instead of eight people knocking my restaurant.

Geraldine took away any oppurtunity that manager might have had to satisfy her and make a bad situation better. I am not saying that he would have comped the whole table but, given the oppurtunity and being an experienced manager, he would have certainly done something to make all concerned happy.

As far as the next days phone call is concerned, the only way to determine if the manager was rude or if Geraldine was angry, or both, would be to hear the whole conversation between them. Let it suffice for me to say that it is impossible and at the very least, unfair, to ask a manager to solve a problem with a completely finished dinner, and the next day no less.

In closing, I feel very sorry that Geraldines Mothers day did not turn out the way she would have liked. I'm sure that we all feel bad for her.

[sunday]

My wife and I went to glenview last night for steak dinner, as is customary one Saturday a month. Like some of the other posters, I have had really great meals at this restaurant, and I have had some not so great meals(the good far outweighing the bad), But the service has always been excellent...
With 50 years expierence, and growing still to a lesser capacity, in the restaurant industry... I had an inking there was more to this post than a poor meal and an indifferent manager. So I mentioned this post to the GM last night..
His reply to me was; that he had had a 15min, amicable conversation with a woman about her lobster tails being smaller and not as attractive as the table next to hers...he went on to say that he was apologetic and wished she had brought it to his attention sooner. He also added, "That there was no mention of illness, or this post, until after her request for a $50 gift card, as other establishments had compensateded her for similer experiences, was denied."
Non the less, my steak was perfect and the service was wonderful...the only thing that could have made it any better is if the manager would have comped our wine!!

Peace and Love

[memason]

Originally Posted by sunday

... "That there was no mention of illness, or this post, until after her request for a $50 gift card, as other establishments had compensateded her for similer experiences, was denied."

OUCH! Given the above quote is accurate, it certainly puts a different spin on things ???

[784caroline]

Geraldine said that when she called on saturday to complain, the manager would not make this situation right with her. I asked what her expectations were that would make it right.....NO response. Not a good omen!!

[Bogie Shooter]

as other establishments had compensateded her for similer experiences.
??????

[chuckster]

Seems more and more likely an habitual complainer out to get whatever can be had. Don't you love it? Worked in public contact business and over the years witnessed the same, generally from same people each time.

[BobKat1]

Classic "she said - he said"???

[Tweety Bird]

Originally Posted by GERALDINE

My husband and I and a couple of friends went to Glenview last night (Friday) for dinner following the men's round of golf up there. I ordered the Twin Lobster Tails for $22.95 (My Mother's Day Dinner!!!). They were AWFUL!!! When they arrived I thought to myself..."they look small and grey". I tasted them and they were tough and just didn't taste right. I should have immediately complained...BUT because we were with guests & because this was a gift from my husband, I didn't. HOWEVER, after being sick to my stomach all night...and not being able to get grey lobster out of my mind...I called the Manager first thing this morning. I told him I was very disappointed with our experience last night...the food, the waitress (whe was inefficient and rude), etc. I told him I saw a neighboring table get an order of large, white, fluffy lobster tails (the way they should be) after I had gotten mine. His reply???? NOT very apologetic, NOT sympathetic, and NOT willing to make it right!!!!!!!!!!!!!!!!!!!!!! He told me that IF I had complained last night, while there, they may have ascertained what the problem was but because I chose not to make a scene in front of our guests he couldn't (or wouldn't) do anything. I told him I was sorry to hear that he really didn't care what people thought and that I would NEVER be back and I would post this on TOTV. He basically said, "...whatever..." !!

Wouldn't you think that with all the competition for restaurants, the bad economy and people hanging onto their money that this guy would have wanted to make this situation right with me???? VERY SAD and VERY SCARY that an old established CC like Glenview would treat their customers with such callous indifference and even try to turn the table and make it out to be MY fault that this dinner experience was soooo bad. Go figure!!

Soooo, I just want to say BEWARE OF GLENVIEW. Their service and quality of food has hit an all time low. I'll be spending my food dollars at Lopez from now on where I have NEVER, in 5 years, had a bad meal or bad service.

Why do you feel "lambasted"? Because you set yourself up. When you complain about something in this forum, you are ASKING for opinions, not someone to stroke your hair and say "you poor thing". First of all...when something looks unhealthy and GRAY, there is a way to get yourself out of your chair and speak with someone QUIETLY. You do not have to make a scene. If you thought is was GRAY and you got SICK, then you forewarned yourself, seeing that it was GRAY. There is no restaurant that purposely is trying to give you something bad, however, anything humanly is possible. It is up to you to say something quietly if you didn't want your guests or your paying husband to hear you utter words of discontent. You said that you wanted the manager to "make it right" but yet, you said you didn't want your money back. Basically, you wanted a healthy lobster..then simply request another. It doesn't make Glenview a bad place, it makes YOU as a customer not able to communicate with the staff. If you don't want someone to "lambast" you, don't complain in a forum. You only have yourself to blame in this particular scenario my dear. If you were sick, you were forewarned with the GRAY color. Just use common sense. You get no pity from me EVEN if the staff or the cook is to blame. YOU must communicate in a timely manner and it is BEFORE you gobble up gray lobster.

[Chi-Town]

I kind of stuck my neck out for Geraldine, but after the last few posts I agree with 784caroline that it would be nice for her to respond. Having gotten sick on seafood before, it is an experience that would definitely be mentioned early in a conversation to the manager. Of course, we are now into secondary quotes and denials.

[memason]

It's interesting that no one has come to the rescue for Glenview CC.

Just wondering if this is the service everyone "expects" from Glenview or if this is an isolated case...

Just curious....

[Russ_Boston]

Actually there were a couple (Z and Pturner) who gave it a vote of confidence.

[ceejay]

We had dinner at Glenview CC about 4 weeks ago on a Friday night. We were a party of 12 and most of us planned on ordering the Surf and Turf special (filet mignon and lobster tail) for $20.95.
Upon arrival, the hostess was a bit flustered and informed us that she probably wouldn't be able to seat us together, which was a bit disappointing but it didn't put a damper on our party. (We were celebrating two birthdays!)
After about a half hour wait (and one of the best Bloody Mary's I've had in a long time) we were pleasantly surprised when we were all seated together!
We were served THE BEST surf and turf dinner I've ever had (the filet was so tender, it just melted in your mouth!) and our waitress was right on top of things! She was great and our tip proved it! Four of us had salads or an appetizer, another drink and a great entree...all for about $125.00...how could you go wrong?
I am looking forward to another evening at Glenview...and very soon, I hope!

[ncr2482]

Enough already. Haven't you beaten poor Geraldine to death over this? I can't blame her for not responding after the beating she has taken. Lighten up and let it go.