Best Restaurant: "I need to call the police", Secret Diner | Gordon Ramsay
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- เผยแพร่เมื่อ 10 ต.ค. 2011
- Gordon Ramsay reveals to the owners of thai restaurant Nahm Jim, that he sent in a secret diner to test the food and service.
Gordon Ramsay in search of Britain's best restaurant. Top restaurants from around the UK compete to win the title.
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I have a strong feeling the owner is lying and the employees were told it was the restaurants policy. It most definitely wasn't the waiters fault.
+MultiBigbird01 pretty much what I thought, for him as a waiter it makes no difference whether to sell a bottle or a glass. I do not think that any waiter would do it unless the boss tells.
Word. Only way a waiter would care that much is if their pay is being garnished/their job would be in danger for unpaid items.
I agree. Doesnt make sense that an employee will say such thing for no reason, unless advised.
Honestly it looks like the husband knew, he was just embarrassed that it happened. The wife clearly didn't know, she was genuinely heartbroken at this revelation. This is further evidenced from the beginning when she was excited to hear they had a secret guest.
Yeah probably.
the owners claim they were shocked, but you could see they werent the slightest bit concerned
+carpii Yeh was an attempt at saving face
Quite. She didn't give a hoot, because that's a normal tactic in Thailand.
@@mouldiepops1618 indeed and she's not wrong for that either. cause the waiter specifically told the customer what was going to happen and the customer acted like it was absurd, THEN DRANK THE WINE, and then acted like he was right from the beginning. the customer is a dick
@@notavailableatthemoment7623 From a trading standpoint, you're right. The rules of the exchange were set from the start and the customer had no right to complain.
From a hospitality standpoint, however, doing this is a huge no no. Especially when you're trying to be the best Thai restaurant in the UK.
Your right
The owner is sitting smiling and chuckling like a douchebag. “I’m shocked”. No you’re not.
My thoughts exactly! So shocked, allow me to laugh it off! It’s people like that who shouldn’t even consider being in customer service.
I had to rub my eyes when I saw your 1k likes in 2 days on a 9 year old video.
Good show mate
this had a full video ?
You got that from a short clip.... wow... no wonder TH-cam is seen as a sewer in the comments fields.
The waiter was nervous
As a waitress myself, we do not “create” our own rules of policy and most of us are really scared of making the establishment look bad or disrespecting costumers. I can just tell that waiter was told to implement that policy by the owners/front of house manager/general floor manager.
Agreed. No server just comes up with threatening to have a customer arrested for tasting some wine on their own.
Same here in my place we always offer them a glass to taste if there unsure
This argument doesn’t make sense. What’s the point of being shocked then if there wasn’t something completely off about it? Deviant waiters are possible as long as they are human. As with the other replies, no, there’s no “guarantee” that the waiter will never do a human error.
@@YanVidz Lol. It’s called bad acting... 🤣 You really think they would just admit on national TV like, “Yep, we are such cheap, douchbag owners that we force people to buy terrible wine?”
What incentive does the waiter have to lie? Forcing people to take expensive wine like that would negatively affect the tip customers would leave for him.
No one is saying it’s impossible for a server to lie, we are just saying that it is faaaar more likely that based on what we saw, the owners put him up to it & judging by their weak, fake ass reaction, that seems to be the case, but you can believe whatever you want to-it’s a free Internet. Lol. If I was the owner & I saw that, I would be PISSED! You wouldn’t? They have no reaction & seemed to already know about it.
@@YanVidz As Hawkeye said, you're completely off. Sure, there could be bad waiters who just make up rules. But then what if that customer decides they want to talk to the owner? Then the owner finds out the waiter has been making shit up and they are out of a job. It is far more likely that it was actually the restaurant policy. Especially when you consider the man's "shock" was not very convincing. You would think an owner would be extremely pissed at a waiter making up policies and probably want to fire them. That is, unless the owner knew it was actually their fault...
It's the owner's fault for the stupid policy. Now they're gonna blame it all on that poor waiter who simply chose to follow the rules that his boss set up.
+River Capulet You're right. I am wondering why would a waitress risk getting smaller tip by arguing with customer if it's not the restaurant policy that customers are not allowed to taste it. I meant it's not coming from his pocket. The owners are probably acting
River capulet he was doing it behind there backs open your ears and listen there shocked of how he treated him so before you comment listen
+MARK HULSE but how do u know the owner is just acting like he didnt know? i mean what does the waiter get out of this? it doesnt make sense to me that if the restaurants policy was "customers are allowed to try wine and send it back if they dont like it" why would the waiter purposely act like an ass and be like u have to purchase the bottle or u cant have it at all.. theres nothing in it for the waiter unless the actual policy of the restaurant was "u have to pay for the bottle once opened and u cant send it back"
+roksoulja84 The problem is that you're trying to use logic and reason in a youtube comments page.
robisan shit ....good point
That waiter sounds more scared than anything. No way the owners didnt instruct them to do this
Ikr. Dude looked like confrontation isn't his thing at all and like he knew the policy was stupid but it was probs either he gets the customer to pay or pays it himself.
Still think it was bad customer service from the waiter. At least show some remorse or relate with the customer. Or ask if he would like to speak to the manager if he was there. The way he escalated it is NEVER done within customer service. With or without instruction from someone higher up. The manger may be a dick but the tone the waiter used should never be considered.
@@Ayomayo48583 I should rephrase it to "should NEVER be done" if it has to be escalated a manager should be called or a compromise made. Threatening a customer is never ok no matter which way it is looked at.
@@sampc865 Unless thats the way the owner instructed them, 100% the owners fault, the waiters just doing his job.
@@colinproctor1346 so how was he able to come to a compromise at the end? Why not come to that comprimise before the threats? Owner might have something to do with it but to say 100% is foolish...
When the owner’s realize their “policy” looks really stupid so they just decide to play along and act “shocked” and “surprised”
Was thinking the same. The waiter looked scared shitless that he's going to have to face a serious confrontation.
It's not stupid that's a policy in a lot of restaurants that some bottles can only be bought by the bottle
It is stupid.
They didn’t even have the decency to look surprised.
@@jackbizzell7136 it's not stupid. You don't know the cost of that bottle. That's why restaurants offer wines by the glass and wines by the bottle. What good is it to open a $50 bottle of wine that they only sell by the bottle, for someone to try and not like? There goes $50 for nothing. I'm actually shocked by Gordon's reaction.
That’s the most unshocked looking “shocked” people lol it’s the stupid policy they made I’m sure
Shocked that he got caught....
He's a POS.
in their minds they are proud of him lol
Its not the waiters fault. It is 100% the owner/Manager's fault.
To be fair, the waiter flip flopped. First, he said that he would charge him for the full bottle of wine. Then he said that if the customer didn’t like it that he didn’t have to have it, implying that he wouldn’t be charged. Finally, after a taste and not liking the wine, he was told that the entire bottle would be on his bill. That back and forth seems an awful lot like the illegal practice of bait and switch. This absolutely falls on the owners, not the customer
@Sheist MCE Not even close. He clearly said if he didn’t like it he didn’t have to have it. Of course he didn’t have to drink it. What do the waiters force customers to drink and eat shit they don’t like.
@Sheist MCE At 55 seconds the waiter tells him he didn’t have to have it and then proceeds to bring him the wine. You need to learn how to communicate and do some listening.
@Sheist MCE I can see this clip is way over your head so I’ll move along now. The difference from you and me is I can tell when the person I’m talking to isn’t listening and has no interest in facts.
@@scatdog1 nah, you’re completely wrong. The customer INSISTED he wanted to try the alcohol but the waiter already warned him that if he ordered, he would have to pay for the WHOLE bottle. He already warned him if he wasn’t sure he wasn’t going to like it, DON’T ORDER IT. But again, he insisted and that’s why the waiter brought the bottle because he kept wanting to try it despite the waiter’s advice. He even said, “Bring me a bottle”. What? The waiter is supposed to refuse him service? But he continued to give the waiter shit about what he was warned of beforehand. Asian restaurants are very different from western restaurants in that they don’t typically have wine tasting services nor do they give the first bottle of alcohol for free. By the waiter saying ‘he didn’t have to have it’ meant he didn’t have to order it if the customer wasn’t sure he was going to like it. Maybe understand the situation better before you go ahead and act like a smartass and talk about facts when yours clearly aren’t even accurate. It’s laughable how the situation flew right past your head.
He was definitely told to do that the owners are bad at acting.
NO HE WAS NOT TOLD TO DO ANYTHING. YOU THINK RAMSAY ISN'T GOING TO SEE THROUGH SOMEONE'S LIES?
“I’m at a loss for words” as he smirks as if that’s exactly what he was hoping for..
yessss!!!! he was so proud of his employee for saying he'd have to call the police.
It is so obvious this was their policy. They didn’t act shocked despite claiming they were. They didn’t look the slightest bit angry just uncomfortable. They were smiling most of the time and it really just came across as duper’s delight. Disgusting to put it on the poor man who is clearly just doing what he was told. Why else would he do that?
But even still, it was 100% clear - if you open the wine you must pay for it. Why would you then proceed to taste the wine and refuse to pay😂 If you buy something knowing full well you cant refund it and you dont like it then thats on you. The guy sat down was just looking for a way to make the show more interesting.
@@SpinningGecko I hope you have a quick recovery :(
@C A I do, the customer acted like he didn't know the policy despite it being told to him. If the policy is stupid then don't try it, trying it just makes you stupid.
(I say 'you' in a general term, not you specifically)
Doesn't matter how silly it is as long as they tell you before hand.
@C A if thats what the resteraunt wants to do them who are we to tell em to change? If thats the policy then either follow it or leave.
Bruh, the waiter was tryna save him the stupidity of the policies that the owners gave him but the guy just ignored it
Agreed. I don't think it's as black and white as Gordon is making it out to be.
It's clearly the owner, or at least the manager's, dumb policy.
The dude clearly warned the diner that if the bottle was opened he'd be responsible for paying for it. Diner still said he wanted to drink it.
Whether or not you think not having a tasting policy or by the glass sale is dumb, the policy was clearly explained to the diner, who still wanted the wine. The question about the policy is a separate issue. You don't get to invent your own policy as a customer.
The diner is planted by Gordon to intentionally be difficult to see if the staff deal the same way with regular customers than they did when they knew Gordon had guests coming in just to make sure they weren't putting on an act specifically for him
It's called white entitlement and then they act surprised at call the police as if they don't call the police on black and brown ppl just for walking around the neighborhood...
To be fair, he did advise the wine policy before giving him the product. I’m not saying the policy was right, but he did have the integrity to atleast warn him it was all or nothing. Rather than just bringing the bottle and then enforcing the policy.
Any "good" restaurant in a major city will let you taste it and most will allow you if you are a lone diner to buy a glass even if its only listed as a bottle. Mostly listing bottles is a way to push couples to drink more wine. If you're talking about "good" restaurants in big cities it's very rare for them to not have flexibility and atleast call a manager to the table. Honestly my dad used to be a chef at what was ranked as one of the top restaurants in the world and his manager used to have to negotiate things as ridiculous as what you charge people for extra spoons of caviar. It's really not that hard
Totally agree that waiter knew it was gonna be a problem because the policy is wack. He’d had to deal with it probably so many times so warning them ahead of time was a way to protect himself. He even agreed “okay I’ll pay for it then” and then acted surprised when he said he didn’t like it and said he wasn’t gonna pay after tasting it!
@@alb9829 You are correct but regardless the waiter did give the warning , so the customer knew what was coming.
@@alb9829 while that is true, it is because they add the money for all the wasted wine each week to EVERYONE's bill. I, as a customer, would far, far rather go to a restaurant where I wasn't subsidising people being a-holes. The customer was told they don't sell wine by the glass, only by the bottle. That's the restaurant's choice, and a reasonable one. Not every restaurant chooses to offer 'kids meals' at a cheaper price either. I certainly don't have the globe-spanning experience of Ramsay, but I have encountered several restaurants in the UK that have the same policy of only selling wines (and beers) by the bottle, in London, Hove, and Edinburgh.
Even the good restaurants are not going to sell you a glass of a rare vintage, only the 'house wine' that they are invariably overcharging for in the first place, and where buying a glass already paid for the whole bottle.
The customer's behaviour and attitude was appalling. The kind of toxic entitled bullshit that expects the 'plebs' to change their entire lives because someone waving a tiny amount of spare change demands it and has a certain accent. I hope the waiter spat in his food.
@@britishknightakaminininja1123 you can't just close the bottle back? I don't drink, so I honestly don't know
The server sees he's destroying his tip, it's not his choice.
You don't tip in england.
@@pitchparanoia6044 your absolutely right I forgot it's mostly an american post-depression practicality
@@pitchparanoia6044 well you dont need to but i usually leave something
@@pitchparanoia6044 Yes you do
@@Toby_Bartlett No, you don't. Service people don't rely on it like they do in the US. Fair enough if you do tip, but you've been Americanised.
Damn, the owners did not
even defend their staff...
defend what, the waiter calling the police or not having a clear policy if they pay for wine glasses or whole bottles? The fact is, the owner is a fake liar who told the waiter to act like this. Look at the comments here. I am personally convinced of this.
its true that the staff could have been trained better in order to deal with these kinds of situations.. I think the owners instructed their staff that the wines that they are serving are to be sold only as whole bottles and not by the glass.. If you are the owner, at the very least, own up to your shortcomings of not training the staff well, and not just hide and throw
them under the bus..
@C A It all comes down to training and briefing of the staff.. Clearly the waiter could have done better if he was trained to impose the restaurant's policy better.. I find fault on the owners not explaining to Gordon that its their policy to serve wine by the bottle only. They instead kept quiet..
Am I the only one who feels like the server isn’t at fault here?
If you check through the comments, pretty much everyone believes that it was a policy that the waiter was following, virtually nobody thinks he’s come up with such a rule if he didn’t have to!
Tbh I also think it’s Gordon’s fault for letting the customer act like a dick head to the server. Pretty disappointed in him from this video
Nah tbf even if it's ridiculous the policy the guy agreed to it after hearing the conditions MULTIPLE times XD
@@qa5159 if you've ever worked in a resteraunt you would know wine tasting is common, buying the whole bottle is very expensive but costs the resteraunt very little to buy wholesale, requiring you to buy the entire bottle is horrible and a predatory business tactic. its literally the same level of crappiness as that insane baking lady
@@Ayomayo48583 His American career, sure.
In all fairness he did tell him multiple times before he tried it.
Yeah it’s a bit of an asshole move to argue even after he was told multiple times
Agree
Exactly! And then he yells at the server after he’s a fucking dick head I hope he gets fired wherever he works
Fax
Ah but before he agreed to having the glass poured, the server did say the words “ok, if you don’t like it you don’t have to have it”. And then pretend he didn’t say that.
The waiter is just implementing the owner’s policy. What would he have gained from making a customer buy an extra bottle of wine? Nothing. Who are the people that actually benefit from this policy? The owners. Not only that, he would actually be more inclined to make the customer not pay for the wine if he had the choice, because then that would make the customer appreciate him more and leave a bigger tip. Anyone that blames thr waiter is stupid.
Not to mention the several warnings the waiter gave, owners came up with that shit. Also, the secret customer or whatever he's called, was kind of an ass too, he knew that it was gonna be all or none but still went with it and pitched a fit.
No matter who implemented the policy, the server did tell him several times how it works.
Right? I mean sure he's gotta test the service etc but he had it explained to him multiple times, he essentially guilt tripped the server into allowing him to commit theft.
@@danielmechtersheimer9327 exactly!
Yeah I’ve been to places where customers want to taste test drinks or food and when the server says no, the customer always say, ‘But what if I don’t like it?’. Then just don’t order it. Stop demanding the server to give you free shit.
The guy did get the waiter to badically say "you can taste it amd decide if you want to buy the bottle" before he decided to though, that was the aggrivating part
@@raymondwilliams379 No he didn't at all. The waiter literally said "If you don't like it, you don't have to have it." Pretty clear if you understand basic English.
He never ever said he doesn't have to pay for it. He's an adult, If he doesn't want to risk it then he can go leach somewhere else.
I'm very sorry sir, we do not offer wine tasting. Would you care to order a bottle anyways or would you prefer something else?
Stu Bur ?
I would have stood up, said "yes, i do, a polite resturant" and left..
Really, it's not that hard. You have one bottle reserved for tasting and the rest for sale. Then write off the bottle for tasting as a business expense.
@@kettch777 hallelujah
@@NoMoreMrNiceGuy223 you clearly don't run a restaurant so stfu lol
I don't believe the owner for a second about this.
The waiter wouldn't have done that if it wasn't the policy
I'd be interested to see how Gordon Ramsay's staff would cope with someone saying that they didn't like a £3,000 bottle of Petrus after having opened and tasted it.
This actually happens sometimes, and is the reason why it is customary to taste and approve the wine before serving. Specifically, wine can potentially develop off-flavours in the bottle, which gets more common as the wine ages. The likely scenario is that the sommelier will take the bottle to the back, taste whether it's gone bad, and depending on that they will either bring out a new bottle of the same wine or recommend a different one. The potential good bottle will then be used for individual glasses, potentially as part of a wine-matched tasting menu.
Exactly
@Ryan Smith that was not very nice
Amen. Ramsay is being a smug shit about all this.
Yeah the tasting of the wine is too check if it's turned or not... Not to see if you like it. If it hasn't turned, and you don't like it
.. tough!
I'm confused....are they criticizing the waiter or the customer? The waiter DID tell the gentleman that this wine was only sold by the bottle when the gentleman asked to taste it and then he warned him again, that if he opened the bottle, then the gentleman would have to purchase it. How is that disrespectful? Its the owner's rule, is it not? That wine sold by the bottle must be purchased once its opened? What would he have had the waiter do differently? Refuse to sell him the wine?
This is exactly what im thinking
Because no legit restaurant does this. I don't see what the issue is other than the owners are gouging customers by forcing a bottle on them when every normal restaurant in the world will open a bottle, pour a glass, and shocking I know, sell the rest of the bottle by the glass. I know, such a radical idea, huh? This is a scam by the owners pure and simple.
It actually has nothing to do with it being a scam. Selling a wine by the bottle may mean that it is rarely sold but still made the menu. Wasting wine is not a good idea!
@@McLegionGames Having actually worked in the beverage industry for 20 yrs this is all on the owners. They set policy, good or bad. No waiter can set a standard. The owners are embarrassed that they are being shown up with bad practices. Never fall for the "I didn't know". If there is no one for the waiter to ask that is also the owners fault. If you want to effectively compete for the niche rich market you have to have best practices.
@@mmmc5122 having actually still working in bar, all three of them are wrong. Waiter because hes not polite. Yeah we work in service industry so the least is not show it in face and voice, but hes asian and thats how they generally talk in south east asia. The owner because they are not defending the policy which is very common in everywhere. The customer because you cant have something if its not in the house rules. Just because you are a customer doesnt mean you are always right.
I honestly do not blame the waiter here, I hope he didn’t get in trouble
He was definitely the scapegoat here. This is textbook retail/restaurant. The manager/owner has a stupid policy, and the grunt workers are the ones that have to deal with the backlash.
Hes definetly responsible for his own actions. His ass should be on food stamps
He's an entitled jerk
@@RadTradX true. The waiter is aggressive but 90% sure it is 'policy'. Struggling restaurants tend to nitpick especially if they have product that's $$
He's a waiter, he doesn't care about bottle cost.
The owner does. That line was straight from the owners mouth and regurgitated back.
Plus training.
@@dom5410 im so sorry to burst your bubble but im more likely to be more blessed than you. Actually in comparison your more like a destitute pauper and im more like a nobleman or a thane of a jarls court. More so a plebian to a patrician
He’s only a waiter there. I dont think he has anything to gain from selling the whole bottle to the costumer. That’s obviously their rule. On the other hand, its their restaurant. If they want to only sell it by bottles, then i dont see what’s wrong with that. Calling the police is stupid though.
If they only sell whole bottles it’s because they’re greedy, honestly. They can do whatever they want, but that doesn’t make it make sense and that doesn’t make it right.
If a costumer doesn't wanna pay for their order, what else are you supposed to do?
@@PinkiTadinki they can call the owner or the manager first. You don’t call the police right away.
@@vasisteel895 Not for slow selling wines, if the rest of that bottle cannot be sold that day they will lose money.
@@vasisteel895 Even if you put the rest on special, Best case scenario you are still selling your wine at a discount price, worst case scenario it will still not sell. They do this if bottles are accidentally opened usually.
DEFINITELY the owners put that policy in place. You can see it written all over their faces
I don't get it. Right from the word go, the waiter informed him multiple times that once the bottle is opened, he must pay for it. He was also fully made aware that the option to purchase only a glass was not available.
He really had no right to complain about it if he didn't like it. The only way he could possibly complain is if the product was faulty.
***** I did. I also took the liberty of quoting an extract of the video into text, so I can show exactly what I am referring to.
Customer: "Can I try a glass of the wine?"
Waiter: "We just do the bottle of Thai wine."
Customer: "Oh do you? Can I just try a little bit?"
Waiter: "We can't do it by the glass, we do the whole bottle."
***** Basically, he was already warned that he must pay for the entire bottle, once opened.
However, he was also told that if he did not like it, he did not have to have it. The waiter isn't going to force feed the bottle to him.
However, he was still warned that he must pay for the entire bottle, once opened. Once the bottle was opened, he was obligated to pay for it.
As for whether he decides to drink it is entirely his choice.
Daniel G I'll agree with that. It's a pretty harsh rule, no doubt.
If I were in that situation though, I would head the fir warning, and not attempt to try it.
Daniel G What, so you're just going to demand that the restaurant serve you something they don't offer.
Daniel G OK, I misread your comment. I agree with you that the rule is not customer friendly, but just because you can sample at many restaurants, doesn't mean all restaurants are required to offer that.
The owners definitely have that as a policy... if the waiter didn't charge I bet the owner would be taking the cost of the bottle from his wages for opening it and wasting it.
The guy was told they would charge for the bottle and he still asked for a bottle. Lol what did he expect.
@@suckmyballzgameplays7172 no he got the bottle to taste test knowing that's not how the restaurant works. If you are told the rules don't break them on purpose.
@@suckmyballzgameplays7172 tbh the guy in the video came across as a conman and he put the waiter under enormous pressure. If you are like that guy, i wouldn't want someone like you in my restaurant anyways. Keep your gold.
@@suckmyballzgameplays7172 this ain't fast food buddy , there isn't a corporate you can complain to to give you a refund.
Right before he left to get the bottle the waiter said “If you don’t like it I’m NOT making you pay for it.” That was the las comment before he came back with the wine.
@@suckmyballzgameplays7172 The law in your country protects you from restaurants rules. Yeah right Karen lol I'm calling BS on that.
The owners didn't give out any "I'm actually being honest here" vibe, and their posture doesn't feel like it either
Am I the only one not getting here why the customer acted like he didn’t know the wine was going to be added on to his bill he made it clear regarding it before he served it to him, WHAT GIVES?!
fr. he should've said no if he didn't want the charge
I don't know about in America, but in the UK it is most often customary to be allowed to taste the wine before you purchase a bottle.
I think usually in Asian restaurant, those bottles are for groups who come in. They don’t sell by glasses and the waiter knows that from experience. This isn’t a chain restaurant where you can just sample out wine. The waiter warned him multiple times and after drinking it he attempts to test the customer service. even if it’s good or not, he was going to say it’s not good lol.
The waiter flat out told him the bottle is his. Whether like or not. And the customer said okay. Orders it anyway. Customer is a complete Donkey
Well yeah he said okay because he didn't wanna debate with the dude any longer he decided screw it the show pays for it anyways what does it matter
Matters because the show was trying to make the owners look like an ass just by having a policy that was completely explained before the "show" paid for it.
donkey knew the rules then got upset when he had to follow them
@@andymorin9163 the "donkey" is supposed to be a "donkey" he is acting a role of a difficult, super rich customer. How are some of you so dumb you don't fucking understand that? The stupidity in these comments is incredible to watch. He wasn't upset about following rules, he isn't paying for any of this. He is supposed to make things difficult for them as a customer, and see if they can handle a rich snob, because that is the hyper rich customer base they cater to.
Moron.
This is the owner's fault, the waiter was just upholding the policy that the owner made. Sometimes our managers/ owners make shitty policies but we have to unfortunately follow them regardless of how we feel about them.
Fuck that I'd call the police, swat team, FBI, national guard, ghostbusters, superman and the avengers.
What phony owners! In my opinion, the waiter is following the explicit mandate given to him by the restauranteurs. It is clear by the server's diction and actions. In many eating establishments throughout the world there are no free refills or samples. Instead of holding themselves accountable, they throw the employee under the bus because their ridiculous wine policy was exposed on this medium. In the interest of fair and investigative reporting, why didn't the restaurant critic or Ramsey ask the employee whose orders was he following when he told the customer he had to pay for the wine bottle?????Let's dig deeper and get to the truth instead of this superficial, type of finger pointing reporting!
Agreed, they should have asked why they don’t do sampling and who made that decision. Though it’s pretty obvious that’s the case, the waiter explicitly stating that would give the owner no room for wriggling out of it.
Glad to see all the comments here having the waiters back. The waiter isnt look to start trouble.
I’m so happy to see my fellow TH-camrs have enough common sense to know it wasn’t the waiters fault. Thank you.
It was the owners fault. But the waiter is a moron for threatening to call the police...over a sip of wine.
@@Ipo024 not really what is he suppose to do when someone doesn’t want to pay for an expensive bottle of wine they just drank. Especially when he might have to pay for it. Before escalating the situation he calmly told him what would happen so he can avoid calling... and it worked.
I seems to me that the waiter is being blamed for his poor training. The 'owners' must explain what to do in such situations before he is 'let loose' to wait tables. Certainly he should have asked what to do but it seemed very busy. The owners did not appear that disturbed until they saw Gordon's reaction. They have to take the bulk of the blame, in my view.
I felt so uncomfortable watching this, I felt bad for the waiter and...the owners had the "evil eye". Hahahahahaha!!!
There’s no way the waiter would’ve acted like that without being given the ok.
@Phi Vai yes I agree but I doubt the owners didn’t know let’s be honest. He was way to quick to do that and enforce rules, almost as if it was normal procedure
@Phi Vai imma take a shot everytime I see you comment bout the waiter
They don’t seem shocked at his behavior..
The guy clearly told him at 0:57, if you don't like it you don't have to have it.
You don't have to have it but you have purchased a bottle (as warned before)
Yeah I caught that too
i was thinking he meant it in a you don't have to drink it if you don't like it way. however, he clarified multiple times that if he wants the wine he has to buy the bottle.
@@mgth7812 That’s pathetic, when someone says “you don’t have to have it” they obviously mean in this context that u don’t have to pay for it. Or what? They mean u don’t have to drink it? No shit u don’t have to drink it, what? U think the waiter is gonna stand there next to his customer forcing the wine into his throat? Comon, this is just pathetic..
@@melo6122 That’s pathetic, when someone says “you don’t have to have it” they obviously mean in this context that u don’t have to pay for it. Or what? They mean u don’t have to drink it? No shit u don’t have to drink it, what? U think the waiter is gonna stand there next to his customer forcing the wine into his throat? Comon, this is just pathetic..
2:03 > Cuts waiter off mid sentence
2:08 > "are you gonna' let me speak?"
What a fool.
The waiter acted like a frightened rabbit. He didn't win his respect because he wasn't gentle to him, so that happened. Nothing is done randomly. Especially when the waiter threatened him to call the police. Even if he had to, he shouldn't had that tone in his voice. He should have a more gentle tone.
@@exapsy no. The person ordering the wine is pompous. He was disrespectful the entire time. And in tense situations when someone wants to win over another respect goes out of the window 9 times out of 10
Manager, who has control over everything and whos job is to look after everything: "How can my workers do this? How can they do this to me?"
@Phi Vai bro....you are in every reply putting down the waiter lmao
@Phi Vai The pwner needs to be slapped, not the waiter. The owner implemented the policy, and the waiter just enforced it.
@Phi Vai he did say you can only pay for half the bottle... And he even apologized for his mistake.
"What am i going to do with the rest of the bottle?"
Well, like all other restaurants, you charge customers per glass. You make far more money that way anyways. What a ridiculous rule, that was obviously put in place from the owners.
Maybe if you go out to a restauranr/bad, outside in the real world, they have different types of selling. By glass or by bottle. You can try a sample of by the glass wines, but if its by the bottle only, you cant. Thats the rule. If you dont like it, go to a wine bar and enjoy their fine wine tastings.
@Phi Vai lol
@Phi Vai Each place has it's own sets of rules, and the rules was very clearly stated by the waiter before he poured the wine. Don't like the rules? Don't order the wine then.
@Phi Vai The only reason not to sell by the glass is if it's not a high selling wine, which it sounds a lot like this one isn't. No sense in opening a bottle of wine every night that only 5% of your customers drink, and wasting the rest. They are a business after all...
@Phi Vai This is normal practice in almost every restaurant, especially for high price wine to be sold by the bottle.
It's pretty well known that opened wine loses it's original flavor very fast. And he does actually seem like the manager since the first waiter was different, and his attitude is absolutely fine especially when there's an entitled cunt trying to leach off the business. Pretty basic policy unless you live on McDonald's and soda refills.
In italy If you order a wine in a restaurant you need to buy the bottle
Not entirely true. You can usually order glasses of some chosen wines.
+Argamus1 If they have leftover wine or wine coming in a box of usually 5liters you can get a glass of wine... at least usually this is how it works in Italy.
+Tecnovlog Pretty sure he asked for a glass of wine, then the service comes with a bottle
+Rei Meta uh a box of wine in Italy? No
Jeremy Garvie yes .. local wineries (since Italy has almost one for every city or country) sell them in boxes and for restaurants it's more convenient and practical... and the quality is great
Obviously this is a policy the owners came up with and the waiter is just enforcing it. Why blame the waiter?
Idk, if they have a rule where they only sell wine and you don’t want to get the whole bottle.. THEN DONT GET THE WINE
The waiter was perhaps a little hasty to call the police, but he was well within his rights and likely following restaurant protocol.
The diner was told several times that the restaurant does not serve wine by the glass, and that they could not try the wine without purchasing the entire bottle. It doesn't matter if the diner doesn't like the wine - tough shit!
Owner: "I am shocked!"
Owner: "Horrified!"
0:58 "OK, if you don't like it you don't have to have it".
If you don't like it, you don't have to drink it. He never said "you don't have to pay for it". Having wine and paying for wine are different things.
Ren Huynh He said you don't have to have it which would imply that he doesn't have to pay for it as he offered it as a solution to not wanting to purchase a whole bottle of wine.
ellis0896 Clearly, this is the ambiguous statement that was the problem.
tbd Not ambiguous at all. It was pretty clear that the waiter reiterated again and again that they do not allow tastings. If he wanted to taste only a glass, he would have to purchase the whole bottle. That was clearly informed to the customer. Regardless of their service standards, you do, as a customer have to obey payment rules if you are aware of them. Clearly, the "fake customer" knew.
Laoya puka That could be interpreted as the waiter agreeing with the customer after arguing about it; that he's going to let the customer have the sample after all.
He should’ve said it’s the policy and I follow them
Chanel Adriana there’s a lot the waiter could’ve said and done but it’s pretty clear he’s implementing what he’s been told to do by the sneaky owners.
@@KH4L13D its their policy. The waiter even told him if he opens, he has to buy it. Yes, he was somewhat rude, most south east asians sounds like that, but thats the house call.
@@Sh1ro_Yaksha yeah totally agree it's the house rules which he clearly stated as they sell by the bottle and not the glass... The customer was trying his luck even knowing this and placing the waiter on a predicament.
@Phi Vai he just needs more training on conflict management... The lines the waiter used is clearly what he's used to saying to the majority of people and I'm guessing he gets away with it. The customer was being a douche as he was doing it for the camera... There's definitely fault on both parties no doubt but I would honestly say the ones to blame (in order of blame) are primarily the owners, then the customer and finally the waiter.
I agree, although I have worked places where we were told not to tell customers "it's the policy" because that was considered "poor customer service". It's always shady.
Hes liked "im shocked and angry" but there is no look of either emotion. They lying.
Does anyone here actually think the waiter is so loyal to his position that he would protect it to this level? Or is it more likely this is the standard, as he has probably been docked pay for similar issues.
“I’m going to call the police”
“No IM going to call the police”
*uno reverse*
I’m in 2021 too hehehejehehhehehehehehhehehehehehehehhehehehehehhehehehehehehhehehehehheehheheheheheh
To be fair he did say if you want the Thai wine then you have to buy the bottle, since he didn’t that’s technically a dine and dash so the waiter is right and the customer is wrong.
Why is no one commenting on the secret diner. He created the situation he didn't need play the waiter like that.
That's his job
Owner : I'm a loss for words.
Thai guy sitting beside owner watching review: Damn my sleazy side plan has failed
Next time I go a restaurant, I'm going to ask for a sample taste of everything on the menu. Then say I hate it all and leave.
+jim jimjim lol or try going to a shoe shop and ask to buy only one shoe instead of the whole pair....
Why would you do that?
Chris Bruggers because his a flop.
@@SkiizmBeatz A what?
jim a flop is a slang term for a dickhead
Am 100% sure the owner is not as innocent as he pretends to be here.. He is just passing on the buck to the poor waiter using his power position here...
There are several restaurants that only sell certain wines by the bottle and not the glass. I see no problem here. Instead of being pretentious, how about not ordering it in the first place.
exactly. don't wanna buy a whole bottle? nobody's forcing you!
When you go to the liquor store, you don’t get to take a bottle and then choose not to pay for it if you don’t like it.
this is a restaurant tho
@@dianabodounova6700 If the bottle is corked, that's one thing, but if you just don't care for the taste, there's no reason not to pay.
"What am I gonna do with the bottle if I open it?"
Sell a glass of it to someone else.
@james ahn Then how do most restaurants sell it by the glass?
@@herbie747 they'll make a markup to consider that possibility.
Exactly! I have been to many restaurants where a customer has disliked a bottle of wine but they suddenly have a limited special by the glass and that bottle is gone.
@@herbie747 Because they are selling it fast enough that its not an issue. In places like this the wine would have gone bad before another customer ordered a glass.
This reminds me of Mekong, the Thai "whiskey" which is really a rum. Whiskey reviews trash it, Thais prefer Jhonny Walker Red, but it is what is is.
Walker ewww not nice now a glenlivit or a dalmore now those are dome good malts
The way the owner couldn’t help but smile when he was saying he was shocked was a big giveaway, that was absolutely his policy which he has implemented and he has just thrown his server under the bus. Granted the waiter could have handled it with more tact, but the owner is 100% lying through his teeth here.
I think that the owner should be angry at himself for not properly training his staff! Easy to pass the blame onto the workers but the distance the shot put goes depends upon the amount of effort you put into it...
that is the best comment on here
I have seen Ramsey shout at a customer and bloody swear at him, he's been abusive to the staff in a professional setting and this is somehow the worst service he's seen? The waiter wasn't even that bad, he was being upfront and clear about the decisions from the start the only thing is that he could have been more polite, that's about it!
You don't understand, when Ramsay yells at a customer it's usually at a restaurant specifically made for a show. It's not a professional 5 star restaurant that needs customers, it's for a TV show. So when people complain about things to get attention on TV, he doesn't care if they don't come back. But in a professional restaurant, he would never ever act like that. Watch videos of him learning from other chefs and cooking for their restaurant and you'll see he's very respectful.
jevnoc365dd he yells at customers for the TV show itself but a lot of the time when he has a go he has a right when you're a 3 Michelin Star Chef you have to have everything perfect food wise waiter quality of orders and if something isn't right he has the right to have a go not just that gordan is a registered professional food critique and if he wanted to he could shut down a restaurant if not up to standards in all honesty if i were at his level of a chef id shout at people as well if you ask me
Ramsey is a fucking hypocrite
The Owner husband clearly established this policy with his staff, they need to better trained to say they simply don't offer wine tasting.
E
I wouldnt blame the waiter for trying to follow protocol.
I don't know. It could be a misunderstanding. The waiter informed him that he had to buy it once the bottle is opened. But then, he didn't agree to it. Here's the turning point. The waiter said "Ok if you don't like it you don't have to have it."
It could mean two different things. Don't have to pay for it or don't have to drink it.
The restaurant has every right to set its own rule. If it is the bad one, we don't have to eat there and leave. They'll shoot themselves in their feet, but they do have the right to do so. The waiter had to be more clear to the customer. It's still his fault for not clearing things up. Simply emphasize "Ok if you don't like it you don't have to have it. But, you still have to pay for the entire bottle." Problem solved. If he did so, he is not wrong, even though it's a bad practice...
He’s only a little angry because he was caught
I mean the customer was definitely being a Karen, the convo basically went like this:
“May I have a glass of wine?”
“We sell by the bottle sir”
“But what if I don’t like it?”
“We still only sell by the bottle so you’d have to keep it, is that ok with you?”
“That’s dumb but bring the bottle, *tastes wine* I don’t like it”
“Well as I told you, you purchased the bottle and you will be charged”
“👁👄👁, I’m not paying for the bottle of wine that I purchased after you told me I’d have to pay for it regardless of if I liked it”
“Well I’m going to have to call the police because you are attempting to avoid paying the bill you just racked up”
“Are you really threatening to call the police because I’m not paying for the bottle of wine I ordered in a restaurant that I knew I’d have to spend money in exchange for goods in???? This is madness”
The whole exchange was just so 🤦🏽♀️
The waiter literally tells him right before he orders that he WON’T have to pay for it if he doesn’t like it.
@Ricky Kelly fair, he probably asked someone and they doubled down on him to tell the customer that they can’t taste it. As he did say when he brought the bottle out he would have to pay for it that final time. Either way I still feel like it’s wrong to ask a waiter, who has nothing to do with company policy to change the policy 🤦🏽♀️ They could have asked to see a manager who could actually do something, but if he did he would have undoubtedly been a Karen as overused as that it 😂
They both were definitely implementing that rule. Just watch the wife’s reaction and how she was looking at her husband like, fuck 0:50
The problem was that the waiter eventually told the customer that he could taste the wine without buying it and then got angry when he didn't like it and wouldn't pay for it. If you have a rule, then you have to stick to it.
He never said that.
@@aoifex4748 The waiter clearly states at the beginning that they only sell the bottle as a whole.
Then the customer says that if he doesn't like the wine he doesn't want to drink it.
So then the waiter says that the customer doesn't need to drink the wine if he doesn't like it.
The waiter never implied that the customer doesn't have to pay for the wine and the customer actually never said that he isn't gonna pay for the wine if he doesn't like it. And you can clearly hear that english isn't the mother tongue of the waiter.
So given the context the waiter might not even know that the customer doesn't plan to pay for the wine after he tested it.
So if this went to court with this video as vidence, the customer would need to pay for the wine.
In my opinion the waiter handled it very badly, but he was actually in the right. I work behind the bar in a restaurant and we serve some wines by the glass and some by the bottle. If it's wine by the glass customers are welcome to taste before they buy, as naturally we will have a bottle open. However if they want to taste from an unopened bottle that we DON'T sell by the glass I tell them that I'm very sorry but you can't do that, if I open it for you, then you're paying for it whether you drink it or not (obviously I say this far more politely than I've written here). As long as you let the customer know this politely beforehand, then it really is that simple.
That's what I was thinking. The service left a lot to be desired and the customer should be pampered whenever possible, but if it is the restaurant's policy to only sell wine per bottle (as was stated like half a dozen times), then the customer knows what he is getting into.
There are so many better ways to handle that sort of situation. I think the customer has the right not to pay after sampling a bottle IF the wine is corked, cooked or oxidised (due to improper storage or a bad cork). Otherwise it's up to the waiter to tell the customer about the wine's characteristics and the customer to decide if they want to buy it. Waiters can also ask customers about their wine preferences in order to gauge whether or not the wine is suitable for the customer. Also waiters can suggest "Wait for the food and try it together with the food" since palettes can change. In the case of reds "let the wine breathe for a few minutes" is something else they can mention to the customer.
If customers don't have a sense of adventure or interest in novelty then I think the waiter should just steer them away from things like the Thai wine. One of the best bits of feedback to give to a customer is simply telling them what other customers think of a particular dish/drink. "This is quite popular", "some customers find it slightly too acidic" etc. The two key components of a good waiter's job is to help customers order (sell stuff) and to show customers a good time (service).
In this situation the waiter could have avoided all that nonsense in the first place by combining firmness (no sampling by-the-bottle wines) with redirection (try this instead). It doesn't really matter which wine the customer picks so long as the customer buys something.
BobfromSydney you describe this as all waiter are like a sommelier. They probably won't understand about the characteristic wine that much.
Alex Henderson totally agree with you but the restaurant only offer the one wine... And that's only by the bottle. They should surely sell at least one wine by the glass. It's a strong indication that they don't have much business if they believe the wine will go off before another customer orders it. :(
Anyone that has ever waited tables knows these are the owners rules not the waiters. The waiter is just doing his job.
The owner knew this was standard operating procedure. His reaction told me everything I need to know.
0:58 The waiter says there that If the customer doesn't like, then he doesn't have to "have it", which gives room to misinterpretaion. While the definition of "having it" for the waiter was "you don't have to drink it", the customer was thinking of having it as "purchasing it". I see this problem more as a communication problem, and lack of experience from the waiter's side. Waiter should have just said they don't have glasses of wine on the menu, just bottles and the restaurant should have at least couple bottles for degustation.
If wine is sold by the bottle it is NOT OK to taste it and then refuse it ONLY because you don't like it. The wine must have something wrong with it if it is to be refused. If you have never tried Thai wine before than tough tits! Thats not the restaurant's problem. The waiter should have encouraged him to drink something more traditional that would compliment the meal. The customer is being a complete wanker from the start. It's the same as saying "I've never tried a $500 bottle of penfolds grange before, if I don't like it can I just not pay for it?" ...the guy needs to be slapped back to reality!!!
then why, at :56 seconds in, the waiter says that he doesn't have to buy it if he doesn't like it. You can't say something like that and then go back on it. The waiter made the mistake
Call the police? At least call the manager first wtf?!
I must be the only one that doesn’t think the waiter, or owners are at fault, at all. A business sets their rules, and policy. They have the right to decide how they provide their wares. The undercover diner was being intentionally antagonistic to see how much he could get away with. The waiter informed him of the policy, and explained he would have to buy the bottle. That is not unreasonable. To fight that under the guise of, “the customer is always right” is foolish, and unrealistic. If you don’t like the policy, don’t dine there...simple.
Not every restaurant (especially asian ones) have wine tasting/testing. I don't understand why that diner guy could not understand that.
Well THIS one does have wine tasting. Why can you not understand that?
When I was 18 I worked in a Restaurant that was a "wine bar".. They didn't serve wine by the glass and the owners wouldn't budge on the stance even at lunch where it was complaint after complaint and we were told just to deal with it.
Sorry for you, sounds like a lousy wine bar. Every wine bar I've been in based their profitability on selling specific wines by the glass and not incurring fines when customers can only buy by the bottle with a potential DUI when driving home.
@@brianshoman1723 Ah not to worry Brian! I'm 31 now and I'm doing what I always wanted to do! It was a lousy wine bar and had an awful selection! Great experience for me though to see how not to run a business! It closed two years after opening!!
Gordon know the truth he’s just seeing what they have to say about it 😂
Waiter: This isn't a wine tasting service. If you buy wine, it's by the bottle.
Restaurant Critic: *buys wine anyway and is shocked when he is asked to pay for it*
Bruh no one wants a random whole bottle of wine without tasting it, the fuck? Got a whole dipshit trying be smart posting a comment.
@@EaastonCams have you ever ordered wine at a restaurant before? They won't open a new bottle just to taste. And expensive wines in most restaurants are ordered by the bottle. They're not going to give this random guy a taste of an expensive wine and risk spoiling a bottle because no one else wants to order it within the next 24 hours.
If i wanted to buy a bottle of wine I'd go to the liquor store. What is this? lol
by having a bottle of wine you know it was not messed with, by having a glass of wine you don't know if it was messed with nor how long is the bottle open unless you know your wine.
1:10 is the reason I side with the waiter
Wine wankers.
You can tell by the owner reaction that they were not sorry and that this waiters reaction is exactly the way they wanted him to act.
I love how everyone in the comments actually know how restaurants work, unlike whoever produced this episode.
they also know about it.. but now they are making money by producing videos.. 😅😅 and this video have to 'save' the restaurant..
I work in fine dining and we don't offer people tastes of wine that we only offer by the bottle. This customer was told they don't offer that wine by the glass. We have bottles that are thousands of dollars and would never open them to give the customer tastes of it. They should have offered different wines that are open and available by the glass for him to taste. This customer should know better if he is some sort of expert.
Fair enough if the bottle is fine wine costing thousands of dollars/pounds. But pretty sure this was a relatively cheap bottle in comparison.
Trust me when I say the waiter is doing what the owners have told him to do. They are lying to gordon.
The recommendations have brought us together one more time
The owner(deep inside): i think the waiter is ready for a promotion. We need more people like him in my business....
The waiter should never have spoken to a customer the way he did, but that aside, I side with the waiter on this one.
Even if it's common practice elsewhere, I don't see why anyone would feel *entitled* to taste wine before buying it.
Asking for that and being told no is totally fine, but why insist like that and make a scene?
I dunno, i'm Canadian, so I would never make a scene like that, even if "the customer is always right".
I would have asked to try it, and when told no, either ordered a bottle or just moved on with my order.
Winetasting is pretty common. You let the customer try a wine and if it doesn't suit them, you offer something else in hopes of a sale. This isn't very uncommon
I'm pretty sure the waiters don't make these things up on their own. They usually have to follow policy if they don't want to be charged from their own salary or fired. Disgusting owners.
There’s no way that waiter would care so much about a bottle that’s not even his
Not the restaurant's fault he doesn't 'like' the wine.
What if he just has a poor palate for this style of wine? If the wine were faulty, corked or off that would be different.
Badly handled all round though.
Not allways a poor palate just people's tastes there I don't like the taste of certain wines but does not mean I have a poor palate not ever food person has the same palate and enjoys everything the same