The "To Go" Box Drama
December 6, 2006
This is how an employee can tarnish a business' image.
The letter explains what happened.
December 6, 2006
Mr. Peter J. D'Amelio
President and Chief Operating Officer - Restaurant
Division
The Cheesecake Factory Incorporated
26901 Malibu Hills Road
Calabasas Hills, CA 91301-5354
RE: Complaint about The Cheesecake Factory in the
Brea Mall, 120 Brea Mall Way, Brea, CA 92821
Dear Mr. D'Amelio:
On November 27, 2006 my family and I went to dinner at
The Cheesecake Factory referenced above. I have included a copy of the
receipts to prove we were customers on that date. The dinners were very
good, including the cheesecake however my complaint is not about the food,
but the server, “Michael F. (#258)”. Let me explain:
At the end of our meals, several of us asked for a
“to-go” box and Michael F. dutifully took the appropriate plates and boxed
their remaining food. However, my wife's request for a to-go box was ignored
because she wanted to put the food into the box herself. Michael F. insisted
he had to take her plate “to the back” and promptly left. When my
wife again requested a to-go box from him, he ignored her and simply walked
away.
During my wife’s last request, she said all she wanted
was a small container for a bit of food for our little dog.
I understand companies must have policies but to ignore a
customer's request for a to-go box should not have become such a crisis.
Customers sitting near us were listening, watching and wondering about the
unfolding to-go box drama. And no wonder, the server was loud, rude and
officious. His behavior was unacceptable.
The customer is not always right but asking for a small
empty to-go box was not wrong. The server's behavior certainly reflected
badly on your company. No doubt the continuing negative effects will be felt
not only by my family but by about a dozen other customers.
I just wanted you to know our experience and ask you
whether The Cheesecake Factory's stern to-go box policy is worth the
price of alienating customers.
Jim Pierce
Response received early January 2007
|
I am in receipt of your letter to Peter D' Amelio concerning the
behavior of your server at our Brea, CA Cheesecake Factory
restaurant. I sincerely apologize for what occurred. We wrap our
guest's leftovers as a courtesy, not as a rule. I assure you
that the staff member has been counseled. |
|
As a token of my appreciation for taking the time to write and
as an apology for any embarrassment we caused you wife, I am
enclosing a gift card in the amount of twentyfive dollars. I
hope that you will view this as an anomaly and will visit us
again to enjoy something nice with my compliments. |
|
Happy New Year to you and your family; and thank you for being
our guest. |
|
Patricia O'Neill
Guest Services Director |
|
The Cheesecake Factory
Incorporated
26901 Malibu Hills Road.
Calabasas Hills, CA 91301
.
(818) 871-3000
.
fax (818)
871-3001 |
