March 19, 2008

Closure

As my previous post suggests, I had a very disappointing experience at our local Applebees last night. I thought it is only fair to update the situation and commend Applebees for at least getting on this quickly and making an effort to resolve this situation properly. In my opinion, they did exactly what I was hoping for.

I received a phone call from the GM of Applebees this morning, at around 9:00 a.m. Pretty impressive, considering I sent the email less than 12 hours prior to a general inbox from the Applebees corporate website. I was expecting a couple days before getting an email, let alone a phone call.

The GM handled the situation professionally. He took responsibility, which is really all we asked for. It was not a conversation of 'acting' sorry and constant please and thank yous, it was simply a 'here is how we messed up, and I have taken all the steps to correct it.' The District Manager 'was furious' and called a meeting in Torrington tomorrow about it, and against my best wishes the GM insisted on sending me a gift card. He also verbalized his displeasure with the situation and his hopes that this might lead to her retiring.

I'm still not really sure what provoked us to take it to this level. I am fine with mistakes, I understand the waiter was new and I wasn't unhappy with that. I think what caused the anger was the way management treated us, as paying customers, that evening. Thankfully, they have a decent GM there who was able to pick up the pieces and put an end to my already overwhelming response of a boycott. (Let it be known, I had quite a following on this one.)

While it is fairly uncertain as to whether or not I will ever return to that Applebees, I am officially putting an end to my boycott. I am very pleased with the way this turned out though, and the speed at which it was resolved.

Again I don't even know why I bothered taking it this far, but I am proud of me and 'friend' (whose name I will not mention) for standing up for ourselves, for our wives, and for the good people of this town.

Hmmm, maybe I'll run for mayor... or governor... or President! This may have really started something...

Cheers!

Posted by jed at March 19, 2008 04:05 PM
Comments

"Again I don't even know why I bothered taking it this far"

This far? Oh, my young padawan, you have much to learn. One email to corporate is always just the first step! Luckily it worked and you have satisfaction... this time!

Let me open lead you to the world of consumer complaints and uncaring corporations:
http://consumerist.com/

Posted by: Andrew Davis at March 20, 2008 11:13 AM

Ummm... Jed - Applebee’s sucks. That why they are so crappy.

Karen & Lauren - don't ever let them go to an Ihop -or god help us all.

Posted by: Marc is Great at March 21, 2008 05:05 PM

Also the thought of Jed and "General manager at another very large restaurant chain" stewing with rage while choking down cold mini bacon cheeseburgers and boneless buffalo chicken wings, amuses me to no end.

Posted by: Marc Rulz at March 21, 2008 05:06 PM
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