Genifer Stewart sent a message to Elizabeth Smith that said:
To Whom it may concern,
Last evening my husband, two guests and myself had drinks and dinner at Outback Steakhouse # 2022 10860 State Rd 54 Trinity, FL 34655. Our dinner guest Dr. J. Dmitri Aldana ordered a Samuel Adams beer and appeared hesitant to drink it. When asked what the matter was he removed a shard of glass from his mouth. Upon further investigation it was apparent the glass shard was from the glass beer mug that had been chipped.
In order to prevent embarrassing our guest we patiently waited for the server to return and quietly showed her the shard of glass and chipped beer mug. She politely offered to replace the beer.
The fresh beer was delivered by a different Outback associate who never introduced herself but I assume was the manager. She casually asked Dr. Aldana if he felt okay and said the beer and one appetizer would be deducted from the bill.
At the time of the event and now in retrospect I don\'t feel the episode was managed correctly. I\'m remiss to write I failed to act on my feelings at the point of service to prevent further embarrassment of our guest.
My concerns include the following:
The total lack of documentation of the incident. Normally does Outback Steakhouse have a system in play reporting incidents or patron injury? It is the obligation of any dining establishments to provide patrons with food and drink that is fit for consumption. There is no doubt finding a piece of glass that large was disturbing and potentially harmful. Neither associate appeared surprised or especially concerned about the episode and no sense of urgency was displayed.
Does Outback Steakhouse implement sensitivity training? A sincere request to follow up with Dr. Aldana the following day would have vastly shown more apologetic concern as opposed to the cost of a beer and one appetizer being deducted from the bill.
Does Outback Steakhouse perform glassware inspections? The lack of surprise or deep concern from the associates in this case would lead me to believe this is a common occurrence.
In closing please consider this written documentation of the above mentioned incident. I would greatly appreciate a response to my concerns and questions about protocols in place regarding Patron injury, Patron sensitivity training and glassware inspection.
Outback Steakhouse has long been a favorite of ours we dine in and carry-out frequently. There are 3 locations we visit in our area and the food, service and atmosphere is consistently good. Please keep up the good work.
Sincerely,
Genifer Stewart
1659 Silverwood St
Tarpon Springs, Fl 34689
Ghiatt14@gmail.com
727-560-3604
