SO !! After my email to Cafe´ Amore´ expressing my disappointment in our Valentine’s Day lunch, I received a response a day later. I really wasn’t looking for any response, but a nice gentleman sent me an email explaining the Dinner Menu being used on special occasions instead of the Lunch Menu. He also apologized for my burnt Lasagne, which was very nice.
It appears I had jumped to a few conclusions – or assumptions – and I was soon made aware that I had to dismount from that high horse of mine. I decided to post the response from Cafe´ Amore´ – even though I didn’t make a copy of my original email (that was done directly from the restaurant’s web site), but there is a small synopsis of how our evening went on my previous posting. I’m also posting my reply and duly apologizing for certain assumptions made. After all, fair is fair.
Email from Cafe´ Amore´:
Thank you for your email and your thoughts regarding Valentine’s Day.
I am sorry your lasagne was dry, it is usually quite delicious and moist. I apologize for that.
We do run our dinner menu all day on three occasions each year. Valentine’s Day, Mother’s Day and New Year’s Eve.
We do this for several reasons. First, these are the three busiest days of the year and there is a lot of preparation to do in the kitchen to ensure there is enough food ready. We don’t have time to prepare food specifically for lunch and then again for dinner while trying to switch the kitchen over from lunch service mode to dinner service mode. We therefore focus on one meal service for the entire day and execute that all day long.
Second is the demand from customers who want to order from the dinner menu on special occasions. For example, this Valentine’s Day there was a party of 25 who were coming at lunch and wanted to order dinner. It was a special day they wanted to celebrate together. Then there are others who want to have an early dinner to avoid the crowds that occur on special occasions, so they come for dinner at lunch.
We always inform people who are making reservations of the menu offered, just we did with you.
The meatball pasta your husband enjoyed is the same price and portion at lunch as it is at dinner. The large salads offered at lunch are exactly the same at dinner. There is no price difference. For lighter fare a bowl of soup and small side salad can be ordered if that is all someone really wants to eat. There are several lighter choices on the dinner menu as well.
Our intention is not to be greedy but rather to do what we can to service the demands of the day and the requests of our guests.
If you would provide me with a mailing address I can send you out some coupons to use another day to make up for the dry lasagne. I know you didn’t ask for anything but I would like to send them to you.
Thanks again for your comments.
Thank you so much for your response. It seems I’ve made certain assumptions regarding your Restaurant and am now eating humble pie. I was taking out previous frustrations from another restaurant that charges “Holiday” prices on at least 10 occasions and during the month of December. I should never have clumped other establishments into the same group.
I apologize if I implied your establishment was being greedy, and assumed your Dinner Menu was used more often than the 3 occasions you stated. I broke my only golden rule – “never assume”. It’s also quite apparent I’m making certain assumptions about other customers – again, my assumptions were wrong and just re-affirmed my golden rule.
I turned 68 years old 12 days prior to Valentine’s Day – so may we please chalk this whole affair up to me having a “Senior Moment” – which appears to be quite frequent for me these days.
I really did have burnt edges around my Lasagne and was a tad disappointed. I’m a “meat and potatoes” kind of gal, so when I order a pasta dish, Lasagne is my favourite. I’m going to chalk this little matter up to a busy day for your Chef and leave matters at that.
As for the coupons – I appreciate your offer, but it’s truly not warranted. As we live in Ridgeway, we only dine out at a restaurants in St. Catharines on special occasions. The coupons, I’m afraid would therefore would be wasted. We will, however, revisit Cafe Amore again in the future.
A little anecdote:- When Cafe Amore first opened on Lake Street, we lived on Green Maple in St. Catharines. By way of coincidence our phone number was 688-1794 and the restaurant’s the same, except for the last number. We were astonished at how many reservation calls we had to re-direct. Our curiosity was finally piqued and we went for dinner just to see what all the fuss was about. We soon found out why you moved to a larger establishment. Congratulations.
Again, thank you for your response and much success in the future.
I don’t regret my email to this restaurant only because I felt a need to let them know that I did, in fact, have a disappointing meal. Restaurants, as well as other commercial establishments should always be informed when there is no customer satisfaction. We’re paying for those goods and services and we at least deserve a good bang for our buck. When you’re wrong, your wrong and you should admit it or at least own up to your mistakes. I’ve also argued that anyone who “Assumes“ will somehow regret it or certainly be wrong in most cases. I just proved my theory right, and I deserved to be corrected.
As for an update on my disappointments with The Mandarin (Niagara Falls). I did receive a reply, only looking for further information. The response was from the powers that be higher up the food chain and I gave them my answers as honestly as I could. I never criticized the restaurant’s staff, cleanliness or service. My main concern was the downfall of the food, which I truly hope somehow, somewhere and by someone will return to its former tasty, delicious self. The Mandarin opened up a location in Niagara Falls because of public demand and I, for one, hope the public continues to get meals it deserves. I really do not want to loose a good restaurant that serves oriental food at its best.
To date, no response. But I’m not looking for one. I’m hoping to return sometime in the future for a great meal.