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After having good luck with the restaurant for many years and spending at least $ 100.00 per visit with my family, I returned the major portion of a $ 23.00 take-out calve's liver dinner to the restaurant because the texture and flavor were unacceptable. The chef offered to make another meal for me, but - having had a poor experience that night - I declined. The chef's wife then asked if I paid with a credit card or cash. I told her cash, and she returned with $ 12.00, explaining that she was refunding only the liver portion of the meal. Never mind that I had been a customer for many years, never mind that I had to make two trips to the restaurant that night, never mind that the what was supposed to be a lovely dinner that night had turned into one of the worst. I thiink that I would have been less put off if she had said that the meat was fine and she would not do anything. In this instance, however, she was, in effect, telling me that the customer is only half right. What she didn't understand was that by keeping
$ 11.00, she was forgoing hundreds in future business. This was the worst instance of customer relations that I have ever seen.