“We don’t take substitutions, so we can’t substitute the fries.”“But you have salad,” I protested, pointing to the list of entrée salads on the menu. The news made international headlines when it happened in 2011, but when the Los Angeles Times reached out to Gjelina for a statement, the restaurant refused to apologize for its decision. Instead, they stated that the no substitutions policy was “clearly stated on the menu” and hung up. It’s easy to understand why certain restaurants, especially those specializing in fast and casual service, might not want to accommodate complex substitutions. Accommodating simple substitutions is one of the most quintessential ways that a restaurant can show guests that their patronage is valued.

Source: National Post May 09, 2018 19:07 UTC