Advice please - tricky situation with restaurant

[hairbearbunches]

Any advice on this welcome. I'm not sure what to do next other than chalk it up to a poor experience and move on, but I'm pretty cross about it. Went to a pretty upmarket restaurant last week not far from where we live. Second time I've been. DH has been a few times more with work colleagues. The waitress dropped some cutlery behind my chair as she was clearing away the plates of the table next to us - group of 5 women. Loud noise, nothing more than that or so I thought at the time. As we were leaving, DH went to loo and asked me to take the dog who had been sitting underneath his side of the table the entire meal. I took her lead and she started paying serious interest in my coat which was hanging off the back of the chair. When I looked down, it was covered in grease marks, there was pretty much a perfect imprint of a greasy knife up the left hand side of the sleeve as well as other biggish greasy marks. It was quite obvious what had happened so I went and told the waitress who had dropped the cutlery. She looked a bit rabbit in headlights and I got the distinct impression she knew it was already there and had been hoping we weren't going to notice. The coat is a waxed coat from Toast. I got it in the sale but it still cost £175. It can't be dry cleaned, hand wash cold only. I've tried to get the grease out and made a decent stab of it, but it's not the same coat. There are still stains on it.
Anyway, long story short, I finally got an email back from them tonight saying they'd spoken to the waitress and the knife (singular) she dropped was nowhere my coat and therefore they believe that my coat was already greased up before I got there and the dog licking it has made it worse (the dog licked it once).
What would you do? Put it down to bad luck and accidents happen or pursue it further. I'm pretty hacked off with their dismissive attitude. I walked in to their restaurant with a pristine coat and walked out with it in a right mess and they've made me feel like I'm trying to pull a scam on them.

Credits for a place that you don't really feel like going back to are the most useless 'compensation', aren't they? !

I'd wait to see what Toast say, and in the meantime go to a good dry cleaner and see what they say. If they think they could clean it, get a quote for the cost.

Then I'd go back to the restaurant and say either 'it'll cost xx to get it cleaned, which I'll send you the bill for, and I don't want a token £50 credit for a coat that cost many times more than that, for a restaurant where we've been treated like this' or, if you can't get it cleaned, 'the coat cost £175 and I've been advised it isn't cleanable. I'd like compensation to that amount (not in credit, in money), and if you won't do that then it's small claims court.'

I’m bemused by it too. An upmarket restaurant where it’s a hundred quid a head for lunch, sure. That’s upmarket, but one that also allows dogs. That’s more pub/cafe.

Op, I’d suggest to the restaurant they are the ones who need to claim on their insurance. I’m fairly sure your insurance company will tell you this. The restaurant should habe accident and liability insurance.

I bet OP is wishing she hadn't mentioned the dog now as, other than the dog effectively pointing out the stain to her, the dog's involvement is entirely irrelevant!

Do you have a Ring doorbell OP, or cameras at home that would show the sleeve before you went out?

Also, are there any signs in the restaurant saying that they don't take responsibility for any damaged items?

I agree - I tend to judge the quality of food by the number of men I see wearing a jacket and tie. The standard of clientele is massively important when it comes to eating good food.

Seriously. Wtf?

I often go to Brutto, and they very much encourage dogs. It's a ridiculously good restaurant.

The dog is a total red herring anyway.

The OP clearly knows that their was no grease stain on her coat prior to visiting the restaurant. The stain is also a that of a knife. Am surprised some can't see it. The restaurant needs to take responsibility for this and offering a £50 credit on another meal is not a way to go about resolving this. Neither should the OP have to claim on her household insurance.

Good lick OP, tell the restaurant their offer is not good enough and tell them what you want. I believe that is the only way you will get a solution you are happy with.

The standard of clientele is massively important when it comes to eating good food.

Why? Do you have a taste for long pig or something?

Would it help if I said it was upmarket food, instead of an upmarket restaurant? The restaurant itself is laid back and relaxed, but the food is not standard fare. Renowned chef doing amazing things, chilled out enough to realise that if you're by the sea and you don't allow dogs you're not going to be very busy. You don't need to waltz in in some poshed up floaty number, you don't need heels, you don't need anything other than an appreciation of good food, ffs. Is it L'Enclume? No. It's not Nando's either.

All those who judge a restaurant by its decor and matching chairs are missing out on some seriously good, 'upmarket' food 😀Some of the best places I've eaten at recently seem to pride themselves on the ramshackle-ness of their establishments.

1974 just called. It wants its ridiculous, stuffy, class based bollocks back.

I agree - I tend to judge the quality of food by the number of men I see wearing a jacket and tie. The standard of clientele is massively important when it comes to eating good food.

There are plenty of Michelin starred pubs though, they might welcome dogs, although possibly only in the bar or outdoor areas.

Small claims court?!
I don’t think that would go well.
Personally I would write this off as lesson learned - put precious coat in the cloakroom in future. Surely life is too short to still be upset about this. Kudos to the restaurant for at least trying to make amends. Time to move on I think.

OP, you could try contacting this company to ask if they can clean your jacket:

https://connoisseurdrycleaners.co.uk/wax-jacket-cleaning/

Not cheap though - prices start at £92.50

I had a similar incident where a waitress accidentally spilled candle wax over my handbag, leaving greasy stains. It was a nice, but fairly standard pub who replaced the (expensive ish) bag without question.. because it’s the right thing to do and they cared about their reputation. Perhaps they claimed on their insurance…

I would continue to make the point that it’s not a satisfactory solution. Can you escalate beyond the people you’ve already engaged with..? if so I’d try that too…

good luck!

I think I would be annoyed too. But they're a business and are trying to get out of it as there is no absolute proof the waitress caused the stains. You've tried to make them own up but they haven't. So you will just have to accept that. I don't think you would get anywhere trying to taken the complaint further. You could always put a negative review on TripAdvisor.

The restaurant may well be responsible for damaging your coat. But I think the real question is whether you enjoy the restaurant and would like to return to it. If so, easiest to accept their offer and keep things amicable. Alternatively, you could push back but I doubt you'd feel comfortable eating there in the future.

From OP’s latest update, email from general manager:

He is suggesting that given the circumstances as I describe them, it is very plausible that the damage happened in the restaurant.

Sorry you're getting a ridiculously hard time on here Op. Definitely keep pushing with the restaurant. If it's somewhere that you do still want to go back to in the future, given that the food is so good, perhaps some sort of credit (but definitely more than £50!) would be worth it to you.

In the meantime, I know a couple of people have mentioned talcum powder, but I find this very useful for getting grease stains out. You rub the stick over the greasy area, wait a few minutes and then use the little brush in the other end to remove the powder. You may have to go over it a few times with the extensive stain that you showed, but it might help to reduce it. I find this stick so helpful, I take it away with me on holiday as I'm such a klutz! 😂

Apologies for the Amazon link, it used to be on John Lewis but I can't seem to find it there anymore.

https://www.amazon.co.uk/Janie-Cleaner-Absorbs-Grease-product/dp/B000LFG9TA/ref=sr_1_3?crid=3A11NJ6G483S1&dib=eyJ2IjoiMSJ9.zNl-K49cwkpMT6RSc3CKquBV837fmAY0OMtdmMLF3xIdQSt7OR6GtQNmnxuw8sf-tPZSmP8eqFm_ZzpYu-37u6eBBYqstuyiFwD3zfescdlnt0SBNqPl09oJeNitc_jEG9Fpq2847Y70NFFE8EnjXaGjmRXXELER9dzWRVgiXaE.FXrenekz-fKyIgkpPT4R-WGjomWB_Zsmpsv_IOZoqc0&dib_tag=se&keywords=janie+dry+stick+spot+cleaner&qid=1710246062&sprefix=janie+%2Caps%2C106&sr=8-3

Let it go. Put your coat in the cloakroom next time.

I agree - I tend to judge the quality of food by the number of men I see wearing a jacket and tie. The standard of clientele is massively important when it comes to eating good food.

Absolutely- imagine the riff raff getting within breathing distance of one's dinner 😩

Whilst I agree with you personally, that's not the point I was making with my comment.

I've seen it time and time again on here that people assume Michelin Star = semi formal/formal dress code, no kids, no dogs etc when it's simply not the case. My nearest Michelin starred place is a Gastropub and to be honest, it's not somewhere I'd choose if I wanted an upmarket experience or not to feel out of place if I was dressed up. It is dog and child friendly and the "unofficial" dress code is very much well worn/muddy Fairfax and Favour (at best). Michelin Star doesn't always equal "upmarket", it's about the chef's standards and consistent quality of food.

Equally we have non Michelin Star restaurants where there is a semi-formal type dress code and men can't enter without a jacket and collared shirt, trainers aren't allowed etc.

The food can be equally good in either of the places to be honest. The experience? Well, the first place wouldn't be my choice for a nice sedate dining experience, but others rave about it. I suppose that's because we're all different. I'm fairly young but I suppose I could be seen as old fashioned as I prefer formal dining, dressing for dinner and would walk out if there was a dog there (I frequently do!). Some of my friends of a similar age and demographic couldn't disagree more and would prefer a more laid back experience where they can eat fine food without caring what they look like. It's good to have options for both.

I'd reply that they are welcome to dry clean the coat but that you are unsure if you can. Let them know you have contacted the company that makes the jacket. I'd reiterate the fact that you want them to pay for it if it's not repairable (clean-out-able😉)

I don't think you should ask for the full retail price but for the sale price. As you haven't worn it much I'd ask for the full amount you paid. Have you a receipt? I'd might send a copy with your reply.

Keep your email short and to the point. The only relevant issue is that they damaged your jacket and that you would like to be compensated for the damage.

OP, it is excellent news that they have a apologised for the terrible denial email and have now accepted that the damage was probably caused by their employee.

For now I’d thank them for that, say that you are in touch with the manufacturer about cleaning and will let them know if cleaning is indeed possible. If yes, you note what they have offered to pay for this but will expect them to cover the full cost.

Do you have household insurance that would cover this? You’d be under no obligation to claim on it, but it might be worth enquiring. If you do not have such cover, you can tell the restaurant this.

Douse the stain in talcum power, roll it up and leave it for a few days. Roll out, shake, and brush off. Voila, grease stain has disappeared!

You should have said “schmancy” food. Some would still want to have your head because you can afford to go out to eat and own a coat.