Serious Eats - seriouseats.com

This is a little late, but..
I ordered a burger at "Joe's All American Bar and Grill" in Boston awhile back (the burger was about $11 at the time), medium rare. It came seriously well done, dry and crunchy on the outside, though not actually burnt. I had taken one bite and flagged the server and said "I'm sorry, I can't eat this; I ordered medium rare and it's way overcooked." The waiter apologized, took it back, and the manager on-duty brought the new burger and said there would be no charge for my burger. That's how it should work. I think the corporate/restaurant chain management training probably has a lot to do with it. Or maybe they're just reasonable.