Discussion
We went out for my daughter's Birthday to a local gastro pub.
As my 11 yr old was eating her ice cream she found a piece of glass approx 1cm x 1cm buried in it.
We called over the Manager who said "I prepared it myself from a new tub, the glasses are no where near it"
The inference being that we'd put the glass in there.
I didn't want to ruin my daughter's Birthday (any more that it had been) so just paid and left but I intend to go there tomorrow but equally wondering what is a reasonable outcome ?
I'm not after compensation, I certainly don't want to eat there again, but he didn't even apologise or presumably check the rest of the tub.
As my 11 yr old was eating her ice cream she found a piece of glass approx 1cm x 1cm buried in it.
We called over the Manager who said "I prepared it myself from a new tub, the glasses are no where near it"
The inference being that we'd put the glass in there.
I didn't want to ruin my daughter's Birthday (any more that it had been) so just paid and left but I intend to go there tomorrow but equally wondering what is a reasonable outcome ?
I'm not after compensation, I certainly don't want to eat there again, but he didn't even apologise or presumably check the rest of the tub.
If part of a chain then an email to their head office but if not I would be tempted to let the local environmental health know.
Glass in ice cream is going to be a pure accident, not an endemic failure in the food safety procedures. An EHO visit won't stop accidents but it may help them focus on their procedures and how they can eliminate the risk in the future.
For example, I have a no glass or ceramic policy in kitchens at work. We use metal, silicone or polycarbonate only. If we used glass for serving drinks etc that would be separated both physically and in terms of procedures and handling from food production.
A good EHP visit would guide them to that way of thinking.
Glass in ice cream is going to be a pure accident, not an endemic failure in the food safety procedures. An EHO visit won't stop accidents but it may help them focus on their procedures and how they can eliminate the risk in the future.
For example, I have a no glass or ceramic policy in kitchens at work. We use metal, silicone or polycarbonate only. If we used glass for serving drinks etc that would be separated both physically and in terms of procedures and handling from food production.
A good EHP visit would guide them to that way of thinking.
Just as an aside, what would people deem an appropriate response for such an incident?
I run a restaurant and personally, it would have been a sincere apology with a promise to investigate how the glass may have got there with a follow up email/phone call. Whilst the OP was in the restaurant, all desserts would have been comped together with a round of drinks.
Any other thoughts?
I run a restaurant and personally, it would have been a sincere apology with a promise to investigate how the glass may have got there with a follow up email/phone call. Whilst the OP was in the restaurant, all desserts would have been comped together with a round of drinks.
Any other thoughts?
KungFuPanda said:
Just as an aside, what would people deem an appropriate response for such an incident?
I run a restaurant and personally, it would have been a sincere apology with a promise to investigate how the glass may have got there with a follow up email/phone call. Whilst the OP was in the restaurant, all desserts would have been comped together with a round of drinks.
Any other thoughts?
Pretty much this, theres little more you can do at the time.I run a restaurant and personally, it would have been a sincere apology with a promise to investigate how the glass may have got there with a follow up email/phone call. Whilst the OP was in the restaurant, all desserts would have been comped together with a round of drinks.
Any other thoughts?
I would also be concerned about other desserts that could have already been served that might be affected. I would be very swiftly removing, replacing and comping them as (discretely as possible!)
If it was me I who discovered it I would be more interested in hearing how the restaurant was going to prevent it happening again than anything else.
It's local so I popped down last night - Manager wasn't in.
I spoke to another staff member who did apologise but I've had more concern from someone who's bumped into me in a crowded pub !
She didn't know about it - nor did the two kitchen staff and nothing had been done, the ice cream was still being used
Without going all Daily Mail - she could have badly cut her mouth or if swallowed required an operation, the fact she didn't was purely good luck.
I'll call EH today
I spoke to another staff member who did apologise but I've had more concern from someone who's bumped into me in a crowded pub !
She didn't know about it - nor did the two kitchen staff and nothing had been done, the ice cream was still being used
Without going all Daily Mail - she could have badly cut her mouth or if swallowed required an operation, the fact she didn't was purely good luck.
I'll call EH today
KungFuPanda said:
Just as an aside, what would people deem an appropriate response for such an incident?
I run a restaurant and personally, it would have been a sincere apology with a promise to investigate how the glass may have got there with a follow up email/phone call. Whilst the OP was in the restaurant, all desserts would have been comped together with a round of drinks.
Any other thoughts?
That was the point of my post really as the thought of my daughter eating glass due to negligence has really pissed me offI run a restaurant and personally, it would have been a sincere apology with a promise to investigate how the glass may have got there with a follow up email/phone call. Whilst the OP was in the restaurant, all desserts would have been comped together with a round of drinks.
Any other thoughts?
Whilst accidents happen, if we smash a glass at home and there is open food nearby - my wife insists it's binned - just in case.
If they seemed genuinely concerned, worked out what happened and put measures in place to stop it happening again then I'd be happy(ish)
V8RX7 said:
It's local so I popped down last night - Manager wasn't in.
I spoke to another staff member who did apologise but I've had more concern from someone who's bumped into me in a crowded pub !
She didn't know about it - nor did the two kitchen staff and nothing had been done, the ice cream was still being used
Without going all Daily Mail - she could have badly cut her mouth or if swallowed required an operation, the fact she didn't was purely good luck.
I'll call EH today
I think thats fair enough, you gave them a chance and they didn't act on it. Report it to local EH, maybe ask for a follow up from them. EHPs are normally pretty hot on things like this.I spoke to another staff member who did apologise but I've had more concern from someone who's bumped into me in a crowded pub !
She didn't know about it - nor did the two kitchen staff and nothing had been done, the ice cream was still being used
Without going all Daily Mail - she could have badly cut her mouth or if swallowed required an operation, the fact she didn't was purely good luck.
I'll call EH today
I don't understand what you expect to happen?, you should have dealt with it at the time.
You could have asked to speak to the manager away from the table or made your excuses to the table and found the manager and called them out on accusing you of being a liar.
Going back days later is a waste of time what fo you expect the manger to do as they've already accused you of lying, if you're really that bothered report them to the council.
You could have asked to speak to the manager away from the table or made your excuses to the table and found the manager and called them out on accusing you of being a liar.
Going back days later is a waste of time what fo you expect the manger to do as they've already accused you of lying, if you're really that bothered report them to the council.
In hindsight, the manager should have apologised and investigated it but you got your apology from the staff the day after.
At this point, there's no point in going further unless you want to waste your time and hear some bs from the managers about a new procedure in place just to make you happy etc unless you're looking for compensation.
I'd just write some google/TripAdvisor reviews to warn others from going to this place if you're really that pissed off!
At this point, there's no point in going further unless you want to waste your time and hear some bs from the managers about a new procedure in place just to make you happy etc unless you're looking for compensation.
I'd just write some google/TripAdvisor reviews to warn others from going to this place if you're really that pissed off!
If the glass was in the tub there has been a serious failure at the manufacturers.
Odd as it sounds, most metal detectors would reject glass as the density would register. Under no circumstances would I accept the manager's words. There was a failure at either the manufacturers or withing that premises which had the pitential to do very serious harm. After those words I would make sure my vouce was heard by other customers, even if the manager wasn't actually listening.
Odd as it sounds, most metal detectors would reject glass as the density would register. Under no circumstances would I accept the manager's words. There was a failure at either the manufacturers or withing that premises which had the pitential to do very serious harm. After those words I would make sure my vouce was heard by other customers, even if the manager wasn't actually listening.
wijit said:
If the glass was in the tub there has been a serious failure at the manufacturers.
Odd as it sounds, most metal detectors would reject glass as the density would register. Under no circumstances would I accept the manager's words. There was a failure at either the manufacturers or withing that premises which had the pitential to do very serious harm. After those words I would make sure my vouce was heard by other customers, even if the manager wasn't actually listening.
That was exactly my thoughts.Odd as it sounds, most metal detectors would reject glass as the density would register. Under no circumstances would I accept the manager's words. There was a failure at either the manufacturers or withing that premises which had the pitential to do very serious harm. After those words I would make sure my vouce was heard by other customers, even if the manager wasn't actually listening.
Hence my call to EH - IMO it's incredibly selfish to do nothing - perhaps if the last person did something my daughter wouldn't have been put at risk.
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