I'm sure their intent with the "no substitution" rule was to do way with all changes. Poor wording choice on their part. Poor public relation strategy either way. If it were me, I wouldn't go back. Extreme, I know.

I do not consider a deletion the same as a substitution.  I would find out if that really is their policy or if it was an idiot employee that was too stupid to know the difference. 

Y

My glass is not half empty or half full; the glass is just too big.

The only way they couldn't have accomodate that request was if the product was made in advance.  And with nachos, if it was, I sure as hell wouldn't have wanted it.

I think I would have gone a step higher in the food chain (pardon the pun).  That was definitely wrong on the part of the server and I'm sure someone with a clue - providing managers with clues were hired - would have understood the difference between an omission and a substitution.

Ciao,

I'm interested in this discussion.

At my bakery, I had to limit the amount of changes people were making to our menu, due to a staggering volume, and a "No lines at food shops." rule by the theme park owner. (He believes 5 people constitute a line.) It has nothing at all to do with food costs, and everything to do with the time involved in turning a customer.

My answer was to put up a sign saying "All substitutions $1.00"

We'll make any substitution, and now it has become an upsell. My counter girls say we've missed no sales, although a few have rethought their order to stay with the original ingredients. I have stock items that address several food allergies (I have both raw food, vegetarian, and gluten free entrees), so it would be unusual for someone to feel they were forced to the upcharge by their allergies.

To explain what I mean by staggering volume; I'm the first food booth on the right in a theme park that gets an average of 30,000 people per day.

Warmly,

Rhonni

Phil still claims to be typing-impaired, but that might just be so that Rhonni feels needed.

Until that is remedied:

Rhonni's Blog

Rhonni on Twitter

Rhonni,

Aren't captive audiences great!

<sheepishly>

yes, they are.

Phil still claims to be typing-impaired, but that might just be so that Rhonni feels needed.

Until that is remedied:

Rhonni's Blog

Rhonni on Twitter

positively NOT a substitute, obviously a subtraction. without a doubt idiot employee.