My complaint:
I am writing to you to express my disappointment about an experience meal my family and I had in your restaurant Carrabba’s located in Addison, TX. We ate there on November 18, 2023 . This day was a typical day for us as we had just made it back into the area from picking up our daughter from college for the Thanksgiving break. This was our very first time eating at your establishment. While I had high hopes for an enjoyable dining experience, I was unfortunately met with a major issue that left me feeling dissatisfied.
Firstly, the customer service was great when we entered and was seated at our table for 3. I ordered pasta that had a sharp piece of metal mixed within it. I was just about finished eating and while chewing I bit on something that felt like a bone and it pierced my tongue. At this time the manager was walking around asking how things were and saw me having issues as I took this sharp object (attached pic) out of my mouth. He did show concern by apologizing and he also quickly assisted me with the situation. While I went to the restroom to clean myself up the manager on duty said he went and spoke with his kitchen staff and that the metal that poked my tongue was from the cleaning brush used to clean the pots and pans. He took care of the bill for all 3 of us that night. The attached document shows proof of the form of the incident.
My issue is not with your manager on duty. My issue with the complaint incident department. When the man called me about one week later, he assumed that giving me gift cards would take away the emotional issues and bad tasteful experience. I get it that things happen, but this young man who called me didn’t seem to have the same hospitality as the manager on duty did. He kept asking me if I needed stitches or if there was a hospital bill. I explained to him NO. He said to me that he could only give me a $200 gift card to another restaurant and that I should take that. I expressed to him that I would like to know that some changes would be made when it comes to the kitchen staff cleaning. He asked me if I would like to file a claim. I told him yes because I want someone to look more into this.
I am 46 I never want anyone else to experience what i did that night or even worse by swallowing this and causing more issues. I would like there to be a change in the type of material used for cleaning your pots. Also for the incident report department to have more empathy to the issues when they are reported.
Today is December 18, 2023, a month from the incident and nobody has called or emailed me regarding the further investigation. I can be reached by email xpectnc@gmail.com or my personal cell phone 469.671.9816.
I have attached a pic of sharp object in plastic cup for your reference, and I would appreciate a response from you regarding the actions taken to address my concerns. I hope that these issues can be resolved, and that I can return to your establishment for a more enjoyable dining experience in the future.
Sincerely,
Katherine N. Gilstrap
Suggested solution:
I was told that someone would call me after Thanksgiving and I haven't heard from anyone!!!
I am 46 I never want anyone else to experience what i did that night or even worse by swallowing this and causing more issues. I would like there to be a change in the type of material used for cleaning your pots. Also for the incidents report department to have more empathy to the issues when they are reported.
