Mama Lou’s Co-Owner Responds to Customer Complaint with Grace

(SPOT.ph) There are pros and cons to airing restaurant complaints on social media, but the way the establishment responds to said complaints says a lot about how they value their customers. One recent, shining example of a restaurateur that knows how to do it right is David Sison, co-founder of Mama Lou’s.

A Threads post by a customer on December 22 highlighted the size difference between the photo of a dish on the Mama Lou’s menu, and the actual dish that arrived on their table. The latter had a much smaller portion of protein, leading to a bit of an expectations vs. reality moment.

Sison was quick to respond, and made no excuses for the error. “You’re right to question this and we take full responsibility for the confusion this caused.” he said. According to him, the photo used on the menu was of a larger (and more expensive) serving of the dish than what the label depicted. “We failed to communicate that clearly… the visual created the wrong expectation. That’s on us.”

Sison wasted no time working on a solution to the problem. “We are now recalling that menu page and correcting both the visuals and how this is explained in store so this doesn’t happen again. We appreciate the honest feedback and the opportunity to improve. We take our standards seriously and we will do better.”

We don’t know about you, but we stan.

Also read:

Should You Complain About Restaurants on Social Media?

Social Media Rants: What Do Chefs Really Think?