Wine shock at Petrus....

[sandra]

I am happy to report that we have received a response to our letter.

Mr. Chris Hutcheson, CEO of GRHoldings writes: "I am shocked to hear of the events surrounding the choice of wine with the alternative recommendation of the assisstant sommelier"...."this is not the approach that we would ever as a company, encourage our staff to pursue."

They have offered to refund us with a check, or to invite us to dinner, with a menu specially prepared by Chef Wareing and with wines chosen by the Head Sommelier to complement each course.

Needless to say, we have accepted the dinner option!

As I mentioned before, in countless posts all over the site, Petrus has been of our favourite restaurants in London, and it continues to be.

[Andy Lynes]

Thank you for letting us know what has happened, it sounds like the best possible outcome. You must tell us about that meal when it happens.

[Louisa Chu]

Sandra, congratulations on handling this whole situation with elegance and dignity. You go girl.

[Jonathan Day]

Great outcome. Looking forward to a full report on your dinner!

[magnolia]

What a happy ending, gives me a little faith that good customer service, while scarce, is not totally dead. I have to say I would have completely freaked out at the bill, I don't know how you held your tongue ! (maybe the wine put you in a magnanimous mood?) It was completely out of order. By the way, any info on the mystery behind the claim that they have never carried the wine in question?

[tommy]

I am happy to report that we have received a response to our letter.

Mr. Chris Hutcheson, CEO of GRHoldings writes: "I am shocked to hear of the events surrounding the choice of wine with the alternative recommendation of the assisstant sommelier"...."this is not the approach that we would ever as a company, encourage our staff to pursue."

they didn't mention that the restaurant does not carry and has never carried the wine is question? that's puzzling.

[Andy Lynes]

By the way, any info on the mystery behind the claim that they have never carried the wine in question?

I think that has been proved beyond all doubt to be incorrect and is best left at that.

[Sandra Levine]

Whew!

[sandra]

they didn't mention that  the restaurant does not carry and has never carried the wine is question?  that's puzzling.

tommy,

that was NOT part of my issue with them, that is an issue that other people took up with the restaurant.

I never even mentioned it to them because it did not affect me.

s

[Andy Lynes]

I think I'm right in saying that tommy was being a sly old sarcastic dog when he made that comment.

[tony h]

don't accepted anything less an a bottle of Petrus from the 40s

[Niall]

I hope this happens to me....

[Mark Sommelier]

The bottom line here is that any sommelier who listens to a customer order a £150 bottle of wine and turns around and recommends and brings an £800 bottle without disclosing this fact is a thief and a charlatan. The restaurant should eat the bottle and fire the alleged sommelier IMO.

Edited October 13, 2003 by Mark Sommelier (log)

[elyse]

Glad to hear you are happy with the outcome, Sandra!

[Schneier]

That's certainly the best possible outcome. Good for the restaurant for doing the right thing.

Can you post the letter you sent, so we can see how to do it properly?

Bruce

[slacker]

This is interesting. I'm not surprised a this ending (it hasn't ended).

How can we keep things discreet, whilst at the same time dicussing them?

We can't here. Simple.

More thoughts please...

[slacker]

Can you post the letter you sent, so we can see how to do it properly?

...along with several other personal issues that you wish to air with the nation, or rather, world?

[Schneier]

You're right. A good letter writer could be put to much wider use.

Bruce

[Andy Lynes]

How can we keep things discreet, whilst at the same time dicussing them?

By posting only that which you would be happy to discuss in any other public place, or actually say to a person face to face. There has been no indiscretion here.

[slacker]

How can we keep things discreet, whilst at the same time dicussing them?

By posting only that which you would be happy to discuss in any other public place, or actually say to a person face to face. There has been no indiscretion here.

Beautifully put. Of course there has not, but I wonder whether the initial poster would have wished an outcome such as this.

[Andy Lynes]

but I wonder whether the initial poster would have wished an outcome such as this.

I think the outcome has been the best possible for everyone involved. An error on the part of the restaurant was made on the night in question, that has been established without question. It would appear that Sandra and her husband's reaction to a potentialy volatile situation was exemplary, both on the evening itself and subsequently.

By informing Petrus restaurant of the events of the evening as they saw it, without complaint, but in the spirit of good customer relations, they have handed management the opportunity to grab victory from the claws of defeat, which they so admirably did.

In addition, by raising the issue on eGullet, Sandra provided, in my opinion, a genuine public service. She was not complaining, and indeed gave the restaurant a glowing review, but questioned the conduct of one member of staff. She made it plain that she was unwilling to do so on the night as it was a special occasion and did not want to cast a pall over the evening.

A big motivation behind my involvement with eGullet is that it brings the restauratuer and the customer closer together. I would hold up this thread as an excellent example of that ambition being realised.

[elyse]

Sandra, did you know of the publicity before it happened?

[Craig Camp]

The discussion concerning journalistic ethics and so forth may now be found here. The wine forum is not the appropriate forum for that discussion.