Today I got some great news—my husband got a promotion! He is an officially an assistant branch manager now. This is a great relief because we start to pay his student loans back later this month. We have bills we need to pay off, you know, all the typical reasons. We went out with a few friends to celebrate. We hadn’t been to Applebees in awhile, so we decided to take our celebration there.
It was a bad decision. I ordered a drink, a chocolate martini. I hated it after two sips—one for me, and one for my girlfriend to see if she would drink it. She didn’t like it either, and we tried to send it back. However, we were told that their new policy was that they would not remake or refund an alcoholic beverage. We asked to see a manager and were told the same thing. They could see I wasn’t trying to get a refund on a half-finished drink. It looked like I hadn’t even touched it. Still, they refused to relent on their “policy.”
My husband got very upset. As someone who has worked in customer service all of his life, he feels that there should be higher standards where customers are concerned. He was so upset that it ruined what was supposed to be a celebration. Fortunately, we were able to get our credit card company to refund us for the drink, because they have the standard that a customer who does not receive a product or is not satisfied—as in our case with the drink we sent back—shouldn’t have to pay.
We have since discovered that the “new rule” was not a rule at all. We have eaten at two different Applebees since then and have inquired, only to find out that no company rule exists. If we weren’t sure before, we definitely agree now that we will never visit such a restaurant that would lie to its patrons! It really upsets me how bad customer service has gotten over the years.