I took my 5 children ages 3-11 to eat after a school concert. I originally ordered an iced tea, but while we were still having the chips and salsa, I asked the waiter, VICTOR, for a diet coke instead, since the tea had a funny taste. He didn't bring the diet coke until he brought the food. When we got our food, my oldest had a rubber band in his chili. Since the waiter couldn't tell me if the rubber band was just in the bowl or in the whole pot, I had my son order a different soup. The waiter said it would take 8-9 minutes. I said ok. But by the time the waiter brought his soup, we were all done eating. When I asked for the manager (you have to ask for a manager when you have a rubber band in your food??), she was not apologetic, and even insinuated that we should have known it was going to take longer for Joshua's replacement food. She said, ""Didn't he tell you it would be about 15 minutes?"" I replied that no, he said 8 minutes. She took my bill and brought it back with a whopping 10% discount. Of course I told the waiter that we wouldn't be back. He said that was the 2nd customer to say that today. The whole time we were eating, the waiter never brought me a refill. I had the nerve to ask for a refill while my son was still eating his soup. The waiter finally brought it AFTER he came back with my card (like I want it now). When I told him that we were ready to leave and there was no point to it, he started arguing with me. He said, ""Are you REALLY upset??"" Incredulous that he started off with that instead of an apology, I said YES! He then proceded to tell me off and argue with me in front of the whole restaurant. I said he must not care about his job, to which he replied no! I asked the cashier for the name and contact info for the owner. When I was getting the kids in the van, I heard Victor yell from the back of the building, ""Bye, Bitch!"" I called the manager, and she told me not to come back, and fussed at ME.
I filed a complaint with the BBB, not asking for any money back, but simply asking for an apology. The restaurant manager (not the owner, the manager...one of the problems in the first place) wrote a very rude response filled with lies and insults. For a restaurant's staff to be so angry and rude that they can't even apologize to someone who's not even asking for money back indicates a total lack of concern for their business and their customers.