How to handle restaurant complaints like a seasoned pro

Doug Wallace, a Toronto-based lifestyle writer and editor of TravelRight.Today, knows how to handle dining mishaps with confidence. His approach blends sharp common sense with a firm belief in staying calm when things go wrong at a restaurant. Whether it’s a poorly prepared dish or a simple mistake, Wallace insists there’s a right way to address the issue.

Wallace recalls a particularly disappointing meal—lobster poutine at a now-closed restaurant—that left a lasting impression. For him, the key to resolving dining problems starts with the person eating the dish taking the lead. If something isn’t right, they should quietly signal the server and explain the issue directly.

When complaining, having a clear solution in mind helps. If a dish is simply not to someone’s taste, Wallace suggests apologising and asking to try another option. But if the food is incorrectly prepared or doesn’t match the menu, the restaurant bears the responsibility to fix it. He advises against sending back a correctly made dish, as that shifts the blame unfairly onto the customer. Waiting for a replacement can test patience, but Wallace recommends handling it with grace. Ordering another piece of bread or resisting the temptation to snatch from a companion’s plate keeps the mood light. Above all, he stresses the importance of staying composed, even when frustration builds. His no-nonsense attitude extends beyond personal experience. Wallace believes restaurants must take accountability for errors in quality or accuracy. A calm but firm approach ensures the issue is resolved without unnecessary conflict.

Wallace’s methods rely on clarity, politeness, and a touch of pragmatism. By keeping emotions in check and focusing on solutions, diners can turn a disappointing meal into a resolved issue. His advice reminds customers that restaurants should—and often will—make things right when given the chance.