Lights Out On Restaurant’s Performance

March 14, 2010

in Server Stories

I had a reservation March 4th @ 7pm – party of 6, at “M’s” in Miami.

Overall, our experience at M’s was very costly and painfully sub-par. I read their website’s bios etc. and all of their press, especially from NYC critics, including the NY Times and James Beard pieces.

M’s should NOT believe everything it reads. Unfortunately, we are only as good as our last performance. Instead of focusing on all of their press (earned or purchased), they should be seizing the opportunities that their patrons graciously provide to them each and every business day! M’s must learn to thrive in the moment or it will be obliterated by an avalanche of its own press clippings!

I too received my culinary education and training in NYC, was published in books, written-up & featured by the NY Times, did the Oprah Winfrey Show, did several Food Network shows and The NY Chocolate Show, was honored by the Salon De Culinaire for my sugar work, sold a successful retail confection line in exclusive NYC shops, blah, blah, blah, blah, blah!

I do not look back, neither should M’s.

M’s service staff is unsophisticated, grossly uninformed about FOOD and rude. And very, VERY unorganized! More “CLUELESS” than “GENUINE.”

I notified the restaurant the week before that one guest in my party was vegan. Nothing was prepared by M’s to accommodate this request ahead of our arrival. After being seated, I asked our server if the chef had a menu suggestion since I can not eat dairy. I was told to select from the menu and request that cheese or cream etc. be eliminated. The server said “They never make any substitutions.”

Furthermore, when we asked if a specific cheese was pasteurized, our server told one of my guests (who is 4 months pregnant and can not eat unpasteurized dairy) that the cheese “is OK for you because it is either pasteurized or aged 6 months”! IT was truly the most incredulous and IDIOTIC logic we had ever heard. And a dangerous path to follow for a business catering to the general public.

The kitchen and dining room are completely out of sync – the server placed the 1st course dishes randomly – he watched as we tried to unscramble his puzzle and match the 1st course dish with the guest that ordered it. He never attempted TO correct or apologized FOR his mistake. One guest’s entree was sent out 8 minutes AFTER all the others were served!??? Again, NO warning, NO explanation, NO apology. The server even removed one of my guest’s plates and utensils while we were still eating!!!

When we ordered dessert, I asked the server if any items were dairy free. He said no, so I asked him what flavor sorbets were available. He said “rhubarb and white chocolate.” I then ordered the rhubarb sorbet. He then tells me “no, it is rhubarb and white chocolate.” I then ask him “you mean it is one flavor – rhubarb with white chocolate?” The server then tells me “no, it is 1 scoop of rhubarb and 1 scoop of white chocolate!” Then I tell him I will take 1 scoop of rhubarb – HOLD the white chocolate since I can not eat DAIRY and white chocolate HAS DAIRY IN IT!!!” He was informed throughout the meal about the dairy issue. His demeanor was callous and extremely offensive. It is outrageous that M’s would subject their guests to such a CIRCUITOUS route when ordering a DESSERT!!!

Actually, for M’s to present a dessert menu without any main item dairy-free is very neglectful and un-evolved. THIS IS THE 21ST CENTURY!

Our hospitality experience at M’s was regrettable and truly unforgettable. This restaurant touts all of their NY press on M’s website but if  THEIR “performance” that night was on a NYC stage rather than in a Miami dining room, their “show” would be closed after a few performances. LIGHTS OUT!

Overall, it was the worst dining experience for all of us in a VERY LONG TIME!!! Every chef has a restaurant in him, which in M’s case was the best place for it.

This joint really does believe its own press! Miami’s M’s is nothing more than the flawed formula that PLAGUES our hospitality industry: 1 cup of BAD service, a dash of MEDIOCRE food and a pinch of SHABBY decor for a WAD of $$$!

{ 18 comments… read them below or add one }

Clare March 14, 2010 at 3:55 pm

You must be a blast a parties, you pompous douchebag.

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Jody March 15, 2010 at 1:07 pm

While I can sympathize with the apparent miscommunication from management (regarding food allergies and choices), you do come across as very pompous. The guest who cannot eat unpasteurized dairy is one thing, that's a definite medical condition. As for the guest who's vegan — that's a CHOICE.

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Jack March 15, 2010 at 3:54 pm

I bet your group was a real joy to wait on. Nine chances out of ten the chef spit in your food. Why not post the name of the restaurant, so we can send them a sympathy card.

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Guest February 17, 2018 at 10:59 pm

I'd rather send a sympathy card to the parents who raised a troll like you.

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rerere March 15, 2010 at 4:25 pm

Go back to the 60's you filthy hippy/vegan. You make me sick. And, I have to agree with Jack, send me the name of the resteraunt so I can write them a sympathy card too.

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rerere March 15, 2010 at 4:28 pm

Oh, and by the way, I am not making fun of your dairy allergy, just that you are a vegan, and therefore dirty.

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Clare March 15, 2010 at 7:08 pm

Most restaurants, unless they cater specifically to vegetarians & vegans, are not equipped to handle vegan-only requests, with the exception of salads, fruits & vegetarians. Most don't have vegan-specific items on the menu and you can't expect them to run out and get vegan foods for the occasional and probably rare request.

That being said, if you're vegan or vegetarian, at a non-vegetarian/vegan restaurant your cooked food is still prepared on the same grills and in the same pots, pans & skillets that are used to prepare meat, fish & poultry.

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@KravVegan April 22, 2011 at 1:46 pm

What's your point, with the same grills etc? What do you think the point of veganism is?

I believe that the OP was aware of the difficulty in catering for vegans – that's why s/he notified the restaurant early, and, presumably, was told it wouldn't be a problem.

I would also disagree on the statement that mainstream restaurants don't have vegan items on the menu – many do. I make a point of looking for them, so I know what I can order before it becomes an issue.

I don't disagree on the many comments on the OPs tone – no one wants to wade through paragraphs of how fantastic you ARE (or random capsing) to get to the point.

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nns740 March 16, 2010 at 6:26 am

As a now vegetarian that was a vegan for 5 years, I can tell you: as long as you are polite and respectful, I have never, ever had a problem at a restaurant (especially a nice one), when I have informed the server that I was vegan and asked what the options were.

My guess is that you were a jerk, or rude to the server. At the very least, your obvious disdain was probably not as well hidden as you think, and then no one is going to want to accommodate you. I always go way out of my way to be polite, understanding that I am the one making the out-of-the-ordinary request. Nine times of out ten, I come out with meals that are fantastic (often to the envy of my meat eating companions).

And, for those of you who have so blatantly bashed the food choices of others: go get a masters in microbiology and spend a semester interning at a processing plant, and then tell me you never thought about giving up your eating habits.

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Jodi March 17, 2010 at 11:49 am

Wow. I’m not going to bash your one guest’s choice of being a vegan or the fact that another was pregnant. I’m not even going to bash you for your dairy intolerance. You do, however, come off as pompous. My suggestion to you is the next time you try not to come off as pompous in real life as I am thinking that 90% of the problem and the definite cause of the attitude you received was your own attitude. If you’re gracious and nice people tend to try to fix things for you. If you’re a rude jerk, they spit in your food. You might want to just consider that. Have a nice day!

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Hugh G. Rection March 19, 2010 at 1:13 am

You are the douchiest Douche I have ever encountered or heard of. You might just possibly be the worst person EVER.

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mw March 21, 2010 at 4:21 am

You are a server's nightmare, a pain in the ass, and probably a 10% tipper. If you don't eat dairy , if you don't eat meat, if you have a problem with pastuerized/ un cheeses…do us all a favor and either stay home or bring your baba in so we can heat it up for you.

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Restaurant Owner March 21, 2010 at 3:12 pm

I wish you would post a picture of yourself so that I could post it my kitchen in the restaurant with strict orders to immediately throw your ass out the door the minute you walk in.

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Peace Lover July 20, 2010 at 1:57 pm

mmmmm rhubarb and white chocolate, that sounds yummy.

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College Kid November 3, 2010 at 7:25 am

tldr

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Amber May 11, 2016 at 5:14 pm

Restaurants are not required to offer dairy free or vegan, they are within their rights to refuse substitutions of their menu, many do so. If you don't like it eat elsewhere. the starters being mixed up, minor issue and easily corrected by yourselves. An entrée coming out 8 minutes after the rest is hardly the end of the world, unless you're a bunch of slobs that inhale your food in an instant.

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Mel November 3, 2016 at 9:00 am

Nobody is responsible for your food sensitivities other than you. Restaurants do not have to cater to the billions of allergies, sensitivities and plain crazy substitutions people expect these days. Dairy-free, gluten-free, nut-free, vegan, vegetarian, GMO-free….literally no restaurant could afford to keep its doors open if they cater to every single person. Almost all restaurants have their menus available online, so check it out before you go and if you don't see anything you can eat, DON'T EAT THERE!!! It's really that simple.

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Ace November 27, 2016 at 2:12 am

The only thing I would say in the OPs defense is, whoever he originally made the reservation with should've informed him of all the possible vegan options they have, but it sounds like he might of those people who despite being offered 1.5 options still decided to book the party there, and yes, the way this is written pissed me off more than the big party that tipped me only 10% today for a definitely good service.

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