The idea behind chain restaurants is — or at least it should be — to provide customers with dependable, consistent food and service at multiple locations. And many chains succeed in at least trying to fulfill these goals. But according to a recent survey of nearly 48,000 Consumer Reports readers, some chains are struggling to maintain a mediocre level of service and quality.
A mix-up at the Hard Rock Cafe gift shot left Simon with different keepsake booze glasses than the ones he tried to buy. He sent a letter to the restaurant’s GM, who made things right. Simon writes: