How to Politely Complain About Bad Service in Restaurants

Published May 16, 2026·Updated May 26, 2026

Transcript

Read along, German & English, side by side

Hey everyone, great to see you. So today we’re chatting about bad service and how to complain effectively.

It might sound a bit dry, but honestly, it happens to all of us. Then you wonder, what do I do now, right?

Absolutely. Hi from my side too. I think this topic is super important because people often feel uncertain.

You don’t want to be rude, but you also don’t want to swallow everything. And sometimes, well, you just need to be clear.

Exactly. I’ll put it this way, a small mistake is okay, we’re all human. But when it happens repeatedly, uh, you need to say something. Otherwise, nothing ever changes.

Yes, and how you say it is the point. I recently had an example. My package was late three times. The first time I thought, okay, it happens. By the third time, I really wrote to support.

Oh, and how did you write? Did you complain right away or were you more friendly? I notice when I’m angry, I type too fast. So I prefer to take a deep breath first.

I wrote calmly, hi, my package is late again. I’m disappointed, could you help me? Short but friendly. And I mentioned the date and time to make it clear. That’s like evidence, you know, something that shows what happened.

Yes, exactly, evidence is good. Like receipts, photos, timestamps. I sometimes take a picture of the display board when the train is canceled. Then I have something for the refund, you know, getting my money back.

Oh yes, that's important for buses and trains. Many people just complain loudly at the station but never submit anything. When you document it, things go much better. And you stay calm.

I once had a situation in a restaurant. The soup was cold, really cold. In the past, I would just say nothing and pay. Now I politely say, excuse me, the soup is cold. Could you please warm it up?

Good phrasing. I love sentences like that, excuse me. I think there’s a problem here. Or could you please help me? That’s polite but clear. No drama, just the info.

Exactly. And then waiting to see what happens. Recently, the waiter reacted immediately, apologized, and brought a new soup. I was like, oh great, thanks. No stress, everyone’s happy.

Sometimes it really helps to talk directly to the person and not immediately rant online. Many people post a one-star review right away. But, hmm, that often doesn’t help and just makes people defensive.

Yes, that’s true. I once spoke to a coffee shop owner. He said many bad reviews come from small issues that could be resolved quickly on-site. A short dialogue, and everyone is satisfied.

And, uh, some shops react very sensitively to ratings. They only think about the number, not the solution. So first ask the manager or say, could I please speak to the person in charge?

The person in charge just means the one responsible.

Good tip. And if it has to be online, then please stay factual. So, what happened, when, where, and what do you wish for? No cursing, no insults, just facts.

Yes, and don’t forget to follow up. So later, ask again. If you send a complaint, you can check back after two or three days, hey, is there an update? That shows you care, but you stay friendly.

I’ve also experienced that a store only responded after I asked a second time. Then there was a voucher. That was okay for me, as I just wanted them to take it seriously. Sometimes you have to persist a little.

Do you know that situation at the supermarket? The checkout with ten items or less?

I was there, and a guy with a big cart wanted to get through. The cashier politely explained, and he totally lost it. I thought, oh man, people, just breathe.

Yes, exactly. These things escalate quickly. There’s a simple rule that helps. Think first, then speak. When you’re angry, words sound harsher.

You can say, excuse me, I’m waiting here. Could you please follow the rule?

Exactly. And sometimes, honestly, I just let it be. If I have time and it's only a minute, then I save my energy.

But if it happens repeatedly, then I say something.

That’s a good point. Once is okay. Repeatedly is not. Then it becomes a pattern. And then a complaint is fair.

Yes. It’s about quality too, not just frustration.

Yes, and one more thing. Don’t believe everything people tell you. A friend of mine said a veterinary practice was really bad.

Lots of negative comments online, blah blah. She went there herself. And it was actually great, friendly, and quick.

Oh, interesting. So, personal experience counts. You can read reviews, sure. But it's better to read the content, not just the stars. Are there real details or just anger?

Yes, and some companies, uh, let's say, play with reviews. They only ask satisfied customers for stars. Or they report critical texts.

That’s why I like to read concrete details, date, problem, solution.

That’s good. Culture is also important. In some countries, things go faster, in others slower. When I know that, I’m more relaxed. And if something goes wrong, I calmly say, I don’t understand this. Could you explain it to me?

Great sentence. Another tip, short “I” statements. For example, I’m disappointed because the food is cold. I paid for it and wish for a solution. That’s clear and not aggressive.

Yes, and please, no threats. So not, I’m going to railroad you online. That never helps. Better to say, I hope we can find a solution. What can we do?

With delivery services, I save screenshots of the chat. It says, driver arrives at 7:20. If he shows up at 9:00, I have proof. Then it’s easier to get a replacement or a refund.

And always keep the receipt. Oh yes. Also in a restaurant or taxi. The receipt has the date and time. That’s important. If you write an email, attach a photo.

By the way, a form can help. Some stores have a complaint form, a paper to fill out. You write your name, problem, contact info. Sounds old-fashioned, but it’s often very effective.

And sometimes just ask, is there an email for customer service? Or who can I speak to? When you have the right person, things suddenly go much faster. It saves nerves.

I also think it’s fair to give good feedback when something is great. So not just complain. If the service is superb, I say so or write a nice review. It motivates the team.

Totally. I then say thanks. That was really friendly and quick today. I see you have a lot on your plate. That takes 10 seconds and brightens the day. And yes, when the next problem arises, they’ll listen to you more.

One more thing about buses and trains. Some people just call and get annoyed, but they never fill out the passenger rights form. That’s the rule that gets you money back when trains are severely delayed. So fill out the form, include the ticket number, done.

Yes, it sounds complicated, but it’s usually simple. And if you’re unsure, ask at the counter. Just say, where do I find the refund info? People often explain it gladly when you’re friendly.

About feelings, when I’m very angry, I count to ten. Sounds silly, but it helps. Then I say my sentence calmly and without irony. After that, I listen closely to what the person says.

Oh, and please, don’t film secretly. That’s unfair and often not allowed. First talk, then, if nothing works, you can write officially. But no show, no drama.

Good point. And if it’s really bad, like very rude or even dangerous, then you can be clear, of course. But always with respect. Respect makes everything easier.

There are also ethical questions. For example, if a service dog, a dog that helps a person, doesn’t seem well-trained. Do you report that?

Hmm, I’m cautious about that. I tend to ask the staff quietly, without judging.

Yes, it's about respect and knowledge too. You can’t see everything from the outside. I might say, excuse me, I'm unsure how the rule is here. Could you tell me? That’s neutral.

In small towns, it's tricky too. If you complain, you might know the person. Then I speak even softer. I'm sorry. But I have a problem with X. Can we solve this together? That keeps it friendly.

I also like the structure: what happened, when, where, and what do I wish for. For example, on Tuesday at 6 PM my food arrived cold. I’d like a new portion or a partial refund. Short and clear.

Yes, great. And at the end say thank you. Simple. Thank you for your help. It sounds small, but it opens doors. People like to help when you’re respectful.

Sometimes it doesn’t work out, of course. Then you can write a factual review. No insults, just facts. Or write to a different place, like the head office.

One more thing about platforms. I always think about where I write something. On some sites, only the stars count, little text. Then it’s better to send an email to the company; you can be more precise. And you often get a real response.

Yes, stars are quick, but text explains the problem. When I post, I avoid saying everything is always terrible. I write, today on 12.02 at 2 PM, X was broken, no information at the station, please fix it. That’s helpful.

And if they improve it, I like to say later, thank you, it's better now. So, follow-up, get in touch again. That shows feedback works. And the company appreciates it too.

In the end, it’s about balance. Not everything is a drama, but quality is important. Stay calm, speak clearly, gather evidence, ask the right person. That usually brings the best solution.

Yes, and you feel better afterward too. No arguments, no loud drama, but you’ve spoken up for yourself. That’s strong. And others benefit when the service improves.

Maybe two example sentences for you. One, excuse me, I ordered that differently, could you please correct it?

Two, who is responsible here? I’d like to briefly explain my problem. Simple, polite, direct.

I love that I understand that a lot is going on. Still, I need a solution. That shows understanding and also a clear request. Great mix. Try it out.

Okay. I think that was a well-rounded discussion today. If you have experiences as well, feel free to share them in the comments.

Maybe we can talk about it next episode and give more tips.

Yes, I'd love that. And if this helped you, leave a like and subscribe to the channel.

That way, you won’t miss an episode. And we can see that you like the topic.

Thanks for listening, and until next time.