How Far Does Restaurant Loyalty Go?
While I'm a pretty adventurous eater, I have my standby restaurants that I go to over and over—weekly, or even more, if time and bank account permit. In New York City, with so many zillions of dining options, it's nice to have those places where you know the staff, they know you, and your favorite dish is always on the menu. So a few weeks ago, I stopped by my go-to neighborhood brunch spot with a friend. Let's call it Café X. Nothing, I thought, could ever challenge my devotion to Café X.
But I was wrong.
About 18 hours after my tasty meal, I was sick. Really sick. Incapacitated, bedridden, eventual ER visit sick. Easily the worst stomachache I've ever had, not lifting for more than a week. And when I dragged my feeble body to the doctor, he said it was almost certainly food poisoning.
"What did you eat, say, 12 to 18 hours before you first felt ill?"
A big meal at Café X. And nothing else that day but a bowl of cereal with brand-new milk.
Did Café X make me sick?
According to my doctor, almost certainly. But in the last few years, I've had brunch at Café X probably 40 times, and nothing bad ever came of it (except the occasional too-stuffed belly). Almost everyone I know goes to Café X, and none of them have ever come down ill. I know the owner, I know the cooks, and I would trust them with my life. At least, I thought I would.
Now that I'm on the mend, I'm facing quite a dilemma. My appetite is back, and I would usually head straight for Café X. But I don't know if I can ever return. Does my long-standing loyalty outweigh this one horrible experience? After all, I know their food has brought me and my stomach untold pleasure, and I don't actually know that they made me sick. On the other hand, I never want to feel that terrible again.
What do you think? Should our favorite restaurants be given a little lenience? Or is food poisoning one strike, and you're out?
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37 Comments:
Did you tell them? If you've been there 40 odd times and you get food poisoning than i would think it would be in everyone's best interest if you notify them. Posting this question without taking that step just seems a bit odd to me...
I've never been to a single restaurant that many times - I have no loyalty as places, owners, waiters, etc all change so often.
bravian at 8:44PM on 10/12/08
Did you call them? Do they know? What did they say?
I've had one bout of debilitating food poisoning where I know exactly where the food came from - it was the only time I've been to that restaurant and I will never go back. But they didn't give a flying fig when I called to let them know.
cybele at 8:44PM on 10/12/08
I would never go there again. The memories of my illness would make it too hard to enjoy the food.
SEFB9118 at 8:44PM on 10/12/08
Thats a tough one, I am very picky where I will eat and have gotten sick from a couple places. Its a terrible feeling just thinking about it. You don't want to say anything to anyone there either because they will just deny it. Then prob. go into the kitchen blabbing what you said. Although I had a bad experience with a coffee drink where the milk was bad and didn't realize it before I drank about 1/2 of it. I got so sick!!! I went back a couple weeks later and mentioned it to one of the counter staff and the young worker admitted to the refrigeration now working properly a couple weeks prior.
joanpieroni2 at 8:51PM on 10/12/08
Since you are a regular, why wouldn't you call them? They should respect your comments since you dine there regularly!
izatryt at 8:56PM on 10/12/08
I think we need more information. What did you eat? If it was seafood or, especially, shellfish, I would be inclined to give the restaurant a pass, and just avoid the dish you ate (which you probably wouldn't want to eat anyway, for fear of Proustian memories). More of a fish-monger problem than a restaurant problem.
If it was dairy or meat, I'd be considerably less likely to go back, as its easier to tell if those are off.
In either case, call and let them know what happened- they should be aware of a potential problem, and their reaction will guide your decision.
I'm glad you're finally feeling better!
Lilly at 9:22PM on 10/12/08
I would go back, but I would also let them know. If I'd been there so many times before and this was the first time I'd gotten sick from their food, chances are it was a fluke - probably nobody's fault at all. But just let them know anyway so they can be aware. (And so they hopefully appreciate you going back all the more!)
w at 9:36PM on 10/12/08
It is very difficult to identify the cause of food borne illness. Your doctor gave you a time window that is too small (12 to 18 hours) in reality it should be a time frame of several hours to several days (everything you ate and drank). Unless multiple people get sick, it is very difficult to pin it down on any one thing.
So, if I was you I would continue to visit Cafe X unless you are no longer able to enjoy yourself (keep thinking that every bite is going to lead to getting sick).
My source is the CDC:
What happens in the body after the microbes that produce illness are swallowed?
After they are swallowed, there is a delay, called the incubation period, before the symptoms of illness begin. This delay may range from hours to days, depending on the organism, and on how many of them were swallowed. During the incubation period, the microbes pass through the stomach into the intestine, attach to the cells lining the intestinal walls, and begin to multiply there. Some types of microbes stay in the intestine, some produce a toxin that is absorbed into the bloodstream, and some can directly invade the deeper body tissues. The symptoms produced depend greatly on the type of microbe. Numerous organisms cause similar symptoms, especially diarrhea, abdominal cramps, and nausea. There is so much overlap that it is rarely possible to say which microbe is likely to be causing a given illness unless laboratory tests are done to identify the microbe, or unless the illness is part of a recognized outbreak.
sfmitch at 9:38PM on 10/12/08
If I were to do that (one strike you're out), I would have stopped eating at fried chicken places (KFC by brand, and I probably wouldn't have stopped at by brand either if I had) years ago. I've only been that sick 25 years ago (25!?!?!) when my dad rescued me from my apartment after I didn't show for our weekly dinner/clothes washing schedule.
I just can't believe it's been that long. That's a half a lifetime for me at this point. And now I'm missing Dad!
bytehead at 9:42PM on 10/12/08
I'd definately tell them. It may not have been bad practices on their part, but instead a bad batch of something that they bought. And that something could still be in their freezer.
If no one tells them, they'll never know. If only one person tells them, they'll think that it was something else that made you sick (because they'd expect that if more people were ill, they'd have heard about it.) If not enough people tell them, they'll never be able to narrow it down to the particular food or beverage or supplier that caused the problem.
As far as going back to eat there again, for me, part of it would depend on their reaction when you tell them you got sick and you relate to them what your doctor said. See what they say, and see how you feel about that as a response.
After that, if you decide to go back again, you probably won't want to eat the same food again, anyway. At least not there, and not for a long time. But if you like the place and the people and the food in general, go back and see how it feels to you.
I'd bet that most people get foodborne diseases from food cooked by family and friends. You wouldn't stop eating at mom's house because she bought that bad spinach, would you?
dbcurrie at 10:02PM on 10/12/08
There's also this: it is possible that the restaurant did absolutely nothing incorrect in terms of food handling and food safety and you still got sick from something you ate or ingested while there. Recent outbreaks of food borne illnesses involved tomatoes, cilantro, jalapenos and none of these had to be mishandled or cross-contaminated by anything else in order for people who ate them to get sick.
As others have written, contact them. I expect they'll react with concern and want to know the information you've got so they can figure out if it was actually something they did or what the source may have been. Restaurants don't get very far if they're making their customers sick.
ccbweb at 10:12PM on 10/12/08
It's important to get a second opinion about your medical condition as well before you make a decisive commitment to go or not go back to that restaurant. While one doctor can say that you had food poisoning, another doctor can give you another point of view on what might have happened (be it that the span of the food poisoning occurred in a longer period or you have a certain allergy, etc).
youny at 10:34PM on 10/12/08
I think you might want to go in for an ultrasound to check your gall bladder. Over the course of a year, I occasionally had unexplained sever stomach pains and sickness. Each time, the doctors said it must have been food poisoning. I checked my symptoms on WebMD and realized that I had occasional mid-back pain as well. Could it be my gall bladder? But the pain was from my stomach. On my next visit to the doctor I insisted they do an ultrasound, and what do you know - gall stones. After a vey easy laproscopic surgery, not once have I had "food poisoning".
yankeesgal at 10:47PM on 10/12/08
A couple of years ago, my husband got food poisoning from undercooked chicken at McD's. It was the most sick I have ever seen anyone get. He became sick within 4 hours of eating the ill-fated meal. Yet, he continued to eat at the same McPlace.
beth1 at 11:19PM on 10/12/08
I would probably give them a second chance, but I'd be remiss if I didn't tell you what happened to my BF. He used to frequent a bakery in Park Slope and for some reason one day, he got sick after eating a pastry there. A few weeks later he decided to go back, because he thought there was a possibility it wasn't the pastry that got him sick. Of course he got sick again. Not sure if you want to risk it, but I agree with bravian. You should let them know because the sickness may coincide with a new prep guy, new vendor, etc...
bionicgrrl at 11:35PM on 10/12/08
Thanks for these comments. I have let the restaurant know, via voicemail directly to the owner, because they do have the right to know. Beyond my own case, though, I think it's an interesting question: just how much responsibility restaurants can have over what is coming out of their kitchen. It's true that I wouldn't stop eating my mother's food if I'd gotten sick from it, once! But we hold restaurants to a higher standard--correctly, I think.
Carey Jones at 11:44PM on 10/12/08
My daughter developed food poisoning after eating a turkey burger at a restaurant my family, and my husband's family had been going to for more than 30 years. We never went back after that. Sloppy behavior only takes one instance to make someone seriously ill, or even die.. I'm shocked that you didn't report this to the department of health and then to the restaurant manager.
Food poisoning is serious, and it's not always just a bad stomach ache. My family had eaten there that evening, we each had something different. That night, my daughter (who was a college freshman at the time, home for the weekend) became violently ill, and by four in the morning, she was pale, and alternating a temperature and the chills. We rushed her to the emergency room. They had to insert an IV because she was so dehydrated, she could have died, had we not brought her in.
I informed the health department, and the restaurant owner. We used to think fondly of him as well, but he brushed it off, as though it had to have been some mistake. But my daughter had eaten the same things my husband and I had that morning, and at lunch, and none of us were ill. The only time she'd had something different, was that dinner.
The health department investigated, and found that they weren't up to code requirements with their freezer, weren't keeping records of what went in, on what date, you name it, the restaurant was playing Russian Roulette with their customer's health. Please follow up with your city's health dept, and the manager, because while this might have been a first for you, it could very well be happening to other innocent victims. You aren't doing them, or anyone else a favor by over rationalizing this.
Mares at 12:09AM on 10/13/08
oops, sorry, hadn't scrolled through and noticed that you'd reported this.
Mares at 12:11AM on 10/13/08
For a place I do not adore: one bout of food poisoning, and that's it. This is why I don't eat at Red Lobster anymore. Doubled over and puking up fish-flavored broccoli for two hours...ugh. I couldn't eat broccoli for two years after that, and I LOVE broccoli. I certainly haven't been back there since.
For a place I love: tough call. It has yet to happen to me, but it's really only a matter of time. I agree with the peeps who said to call the restaurant. If you go there often, they surely know you and consider you a valued customer. If they're worth your business, they're worth communicating your incident. Who knows? They might even give you a free meal. :)
onalark at 12:15AM on 10/13/08
You didn't mention if you had eaten that same order without consequences, prior to the meal that made you so sick. Just wondering about possible allergy.
I'm with dbcurrie. Letting them know is so important for many reasons.
Just recently I bought some milk with an expiration date weeks away, yet it was sour and curdled. I'm guessing it got a heavy dose of hot temps somewhere on the way to the convenience store. I purchased more a week later (different expiration date) and it was the usual fresh product. If no one reported the spoiled "X" , they would continue to sell it. It's considerate of others to report these sorts of things, to protect and prevent illness. With the restaurant's record, I'd feel confident to try again, unless you see a big difference in staff, cleanliness or ownership. Then it would be sayonara, adios, adieu, hasta la vista baby!
PerkyMac at 2:29AM on 10/13/08
I think you should check with another doctor. 12 to 18 hours is a way to long timeframe. In most cases symptoms of food poisoning appear much shorter after the meal.
zedvaint at 7:27AM on 10/13/08
There are two different types of "food poisoning" - the much more common explanation is a germ transferred from a server or other staff member who uses improper sanitation techniques (and who may not be sick him or herself). Less likely is contamination originating with the food itself and exacerbated by poor food-storage procedures, but of course the latter does happen.
Clearly the former - catching a germ from another human for a particularly vile 24-hour flu bug, say - can happen anywhere, not just in a restaurant. If you'd gotten sick immediately after eating, the food at Cafe X would be clearly to blame, but with such a wide time-window it would be too harsh to deny yourself one of your favorite dining experiences because there's a chance your illness originated there.
If none of your dining companions got sick, that's another point in Cafe X's favor, unless you happened to eat wildly different brunch foods. Most brunches consist of variations on the same eggy theme, and since eggs are the likely suspect here, if your friends also ate them and didn't get sick, it probably wasn't the food.
producestories at 8:21AM on 10/13/08
Wow. On the one hand, I think the rational response would be to judge the place by how they respond to your issue, since that would indicate how much they value your regular patronage. All business screw up eventually, but the only those that value their customers are really worth a customer's loyalty.
On the other hand, if I got that sick from something I ate at a restaurant, the resulting psychological aversion would probably be too much for me to overcome, no matter how much I liked the place or how well they treated me.
This reminds me of one of my former favorite restaurants, that I actually had to quit going to because I loved it too much. I went crazy one evening there and ate so much food that I ended up hurling during the drive home. It was such a horrific experience that just looking at the restaurant made me nauseated, so I could never go back.
Weirdsmobile at 10:43AM on 10/13/08
personally, i wouldn't go back. like you said, there are a lot of restaurants there to go to besides that one. even if it wasn't their food, the association seems to be set in your mind, so why ruin a dining experience with paranoia?
gastronomeg at 10:46AM on 10/13/08
I had food poisoning and when I called them about it, the manager denied I could have gotten it from them, which is what they have to do to avoid lawsuits, I guess. But I just wanted them to know that their food was contaminated with something. Perhaps I could have pushed it but once I'd recovered I was just happy to not be sick.
Anyway so I said that's fine however just so you know I had such-and-such to eat on such-and-such night and maybe then just consider this an anonymous tip that maybe you should look into this so other people don't get sick. But I never went back to that place again. I thought I was going to die from vomiting, etc.
And people really could die from that. I'd take my business elsewhere.
aargh at 12:20PM on 10/13/08
During my first semester of grad school, my friends and I would always go to the same place on Thursday afternoon for happy hour. $3 frozen cosmopolitans and decent food at reasonable prices all combined to create the perfect atmosphere in which to get completely loaded and forget all about the previous week.
Three of us (including me) all got food poisoning one weekend, and after a Sunday spent alternating between bed and bathroom, I've never gone back.
I did receive a slight vindication when the place burned down last summer, though.
maryofdoom at 1:44PM on 10/13/08
the worst thing that happened to me was at a pizza place, we ordered grinders and the first bite was fine, on the second bite i felt a hair so i pulled it. it was a hairball. like someone had emptied their brush after a few uses.. nasty.. i called the place and all they said was it must of been mine and they offered me a cuupon for my next vist. now i know why they never have cars in the lot.
dearrie at 2:44PM on 10/13/08
Hmmm I think you handled it well but I wouldn't go back. Was it something raw or carpaccio? If that's the case, you could be just intolerant of what you ate.
Yu Ming Lui at 5:51AM on 10/14/08
I think going back depends on their reaction to the news you got sick. I use this not just for restaurants, but also for markets. I remember once buying hot italian sausage from the Food Emporium years ago. I had a couple of friends over and made sausage and pepper heroes. All ingredients bought that day from the market. Everyone got sick. I told the market, nicely, as information, not threat. They suggested that perhaps it was my cooking skills that felled the group. Needless to say, I never went back there.
chisai at 6:04AM on 10/14/08
man, that is definitely a tough call!
personally, i've gotten sick several times from my own cooking and the cooking of several close, microbe-conscious friends - despite my near ocd-cleaning of food before preparing. i think because of this ,it's hard for me to hold it against restaurants if i get sick after eating there - sometimes food poisoning can come from microbes that exist within the food and will not be killed off no matter what happens. however, i've also never known anyone who might have gotten a serious-enough case of food-poisoning to die (i.e E. coli), so I can respect that other people might feel differently about this.
so, my opinion is this - if you're craving the food, and it sounds good to you, then you should definitely get it. if you think of it and it makes your stomach curl up and make you feel like you want to be back in the hospital bed, maybe forgo it for a while :)
thuscwspake at 4:16PM on 10/14/08
Life is too short to spend it with your head in a toilet. I'd only go back if they say they found the problem and corrected it. Did you give them your phone number? I hope you'll let us know if they respond, and what you decide about eating there again.
Channa at 11:50AM on 10/18/08
I once got REALLY sick after eating at Panera... I even went in person to complain the next day and got a free soup/sandwich combo, so they tried...
When you deal with that much 'fresh' food and hire a bunch of teenagers, I guess you're bound to have something go wrong once in awhile.
ChicagoDrew at 8:44PM on 10/18/08
A friend of mine had a maggot climb out of his half-eaten burger. I didn't stop going to that bar.
I've had random things like paint chips and hair in my food at another bar. I haven't stopped going there either.
Hair in a burger at a third bar. Whatever. I still go, and I still love it.
shoneyjoe at 10:21PM on 10/18/08
This very thing happen to me at a place I frequently eat at (and still love to). I was baffled especially because I ate there with a friend that day and she hadn't gotten sick (we ordered the same thing). Then I thought about exactly what I had put in my mouth... I realized that it was the house made spicy condiments left out on the table in little jars/bowls that got me sick. I'm a big fan of that stuff and tend to pile alot of it onto my food. These condiments/sauces don't spoil, but they do sit out on the tables and get basically picked at, forked, dipped(doubledipped!) by countless people all day. Bad idea, and sort of stupid of me never to consider how unhygienic it was.
So, I still eat at my favorite Cafe X... I just watch out and stay away from condiments, sauces, spicy garnish, etc that sit out on tables all day at ANY places.
muffintops at 2:17AM on 10/19/08
First of all, yes, tell the restaurant manager. It's possible that there was more than one person affected, and it could be a problem with a supplier. They need to know, though it's probably a little late.
Secondly, go back. Every cook can make a bad meal, unknowingly. It's possible that something was left out too long at some point in the journey from market to table, or they may be trying out a new supplier. But without knowing there is an issue, the restaurant staff does not even know to be concerned.
nanis at 9:42AM on 10/20/08
Incidents of this nature should be reported to the local health department for several reasons;
1. They provide data collection to insure it is not a widespread problem,
2. They will address the issue and not sweep it under the rug, which some institutions may do.
raoulduke at 5:38PM on 10/20/08
Oysters, land based restaurant in Utah. Had them twice before and they were great! No alcohol (Utah) and we drove less than 1/8 mile before I had my husband pull over. We were only there a few weeks for work so didn't go back. But we should have told the manager afterwards. I was busy at the time praying to the porcelain god.
In general, we do best eating from our own kitchen because I practice good sanitation that we can't expect in a local eatery.
tdl1501 at 8:21PM on 10/20/08