"The way you handle simple situations can easily determine keeping and losing long time customers. I eat at this restaurant atleast twice a month and my bill is always $60-$100. I always tip the chef, I always tip the waiter. Today is the first time I ever had an issue and it changed my mind about ever spending another dollar of my hard earned money here again. It started off kinda lackluster because though the restaurant was empty the waiter didn 't bring the soup to the table until our food was half cooked, it obviously sat on the counter waiting for him to come get it because at that point it was no longer hot, but luke warm. We paid it no mind. The chef did a great job entertaining the table, the food came out delicious. 1/3 of the way through my plate i noticed a long stringy straight dark hair. Immediately I lost my appetite. The young man came back out with to go containers and bills. I showed him the hair, he took it and disappeared. I then go to the front desk and tell them what had happened and he asked what would you like me to do about it I said comp my meal ill pay for the other 2 his response was i can only offer a 10% discount my reply $4.50 discount for a meal I didn 't eat, you know what cool I paid for the food. I ask again how about you ask them to remake the plate, once I discovered the hair I didn 't finish the meal he goes in the back and after deliberation with several staff members in the back he comes back and says they told me no, we won 't remake the food so now I 'm at a loss, I 've paid for food I didn 't eat at a restaurant I enjoy frequenting to be treated like I was fishing for a free meal. The truth is I attempted to solve the problem without disruption, at this point the place is getting busier and I don 't want my experience, easily written off as an honest mistake by a staff member, to reach the ears of other patrons. I kept it cool and I never raised my voice but I was furious. That exchange solidified my decision to never eat here again. I 'll gladly drive to Kalamazoo before I ever spend another dollar with this business. It was tasteless how they handled it and their inability to train their staff to problem solve and minimize the potential to lose a customer made no sense at all. That experience handled the right way would have not only solved the problem but easily alter my opinion on future business. If wasn 't about who 's at fault, it was about making it right. I wish things were different but this was definitely the last encounter with this restaurant I 'll have. There are plenty of other businesses that value the customers who frequent their establishment."
