This is true. I know this is how they will look at it but still, I refuse to pay you for poor service and as having worked as a waitress as well in my past I try to tip "above average". But if I get mad, you best believe you "ain't getting no" optional money. You will get exactly what I have to pay to keep from going to jail for stealing, *theft of service" and not one penny more. I may or may not tell the manager my gripe, certainly not for no check back or my drink not being refilled. But you better believe I won't be back for you to screw with my food.
I did a Texas Roadhouse dinner shop for another MSP. I ordered chicken fried steak, which I had not had in a long time. My family and I are from Texas and I had a taste for it. They brought me chicken fried boneless chicken instead. I took one bite and it was great. However, I had my heart set on some chicken fried steak since that's what I was daydreaming about. They brought me my chicken fried steak and it was drenched in salt, so salty that you could not eat the crust. I did not say anything, did not send it back again partially because I was on a mystery shop and didn't want to cause too big of a scene. I took it home scraped all the crust off ate a few bites and gave the rest to the dog. I didn't go back. That was over a year ago. They didn't do the line dancing either. They hooped and hollered for one minute that was it.
I had a situation with a Lady Foot Locker one time long before I ever became a mystery shopper. They didn't have the female shoe I wanted in my size and one pair left in the warehouse. So I ordered them and decided to wait for them to be shipped. When they hadn't come when they were supposed to I called customer service. It turned out they were shipped to the wrong address. She offered to replace them with any shoe they had in the store. I told her I really liked that style and could I get the men's shoes for the women's price, (the men's were ten dollars more). She said sure just go in the store and tell them. They can call and verify if they want. When I got there and explained what happened and what customer service had told me the young ignorant supervisor got an attitude with me and said "she ain't get my shoes for ten dollars off". I got mad when explaining that that was what customer service agreed to and she responded so negatively. She got in my face with her hand or something I really can't remember because it was over twenty years ago. I had to leave Lady Footlocker and go to Footlocker to get a manager. By this time I was so disgusted over the whole affair told them to keep their shoes and just give me my money back. I refused to shop at any Footlocker (ladies, men's or kids) for like 20 years. (Yes, I know they were not her shoes, they were the companies which was one reason I was so mad).
I was trained by 7-11 back in my 20's. Their policy states that if you come in and buy a gallon of milk and go home and put it in the refrigerator, get up the next morning and pour it on a bowl of cereal and it turns out the milk was spoiled. I could do up to and INCLUDING give you your money back, give you a FREE gallon of milk, and give you a FREE box of cereal. They said the average customer spends roughly 700+ dollars a year at a gas station on snacks, sodas, etc. and that that ten dollars was not worth losing the 700+ dollars for a year. I was also taught in customer service that the first thing out of your mouth when a customer has an issue is, "I'm so sorry that happened, let me see what I can do to remedy that', even if I had to defer to a manager because I could not solve it myself. This diffuses the customer's anger and opens the door to communication as to what that particular customer thinks would be fair. I can't tell you how many times (especially here in Georgia) that I don't hear that statement.