Morton's used to be the best steakhouse. Not any more.
A very disappointing experience from a restaurant I’ve patronized for more than 30 years
I recently had an extremely disappointing experience at Morton’s Scottsdale, and what has bothered me most is not simply the mistake—it is how the situation was handled afterward.
I ordered a $95 bottle of wine from the wine list. Instead, the waiter brought me a different, considerably less expensive wine from the same brand. I noticed that something was wrong because the wine did not taste like the bottle I had ordered.
When I questioned the waiter, he acknowledged that they had mistakenly brought me the wrong bottle. I asked how that could have happened when the bottle they served me wasn’t even listed on the wine menu. He explained that it was the wine they use for serving by the glass.
He then told me, “Don’t worry, we’ll charge you the cheaper bottle price.”
I was left to drink this substandard wine with my guests, no offer to bring me the correct bottle was made. No manager nor a sommelier ever approached the table.
I was ultimately charged $80 for the substitute bottle rather than the $95 price of the wine I had actually ordered.
Afterward, I checked the particular wine I had been served and found that it retails for approximately $12 per bottle. I understand that restaurant wine pricing includes substantial markup, but the larger issue for me is that I ordered one bottle and was served another without being informed before it was opened and served.
What made the experience considerably worse was what happened when I tried to address it afterward.
I contacted the restaurant’s management by email. The manager Andrew Cook called me and left me a voice mail inviting me "to call him back if I wanted to discuss this issue further." That's all he said. I did not like this response so I sent him an email requesting a written response. I hear nothing back from him, so after about a week I escalated the matter to Morton’s Customer Relations and subsequently to corporate management. After more than 30 years as a Morton’s customer, I expected someone to take the complaint seriously and at least acknowledge my concerns. I have spent considerable effort trying to get a meaningful response, but to my surprise, NO ONE has answered. I have been totally ignored.
Mistakes happen. Restaurants can make an honest error. What distinguishes a great restaurant, however, is how it handles the mistake once the customer brings it to its attention.
In this case, I ordered a specific $95 bottle and received a different wine without being told. Yes, it was presented by in the dim light I missed the subtle difference in the label. I discovered the substitution myself because I noticed the difference in the glass. And after multiple attempts to have Morton’s meaningfully address the situation, I am still waiting.
After more than 30 years as a Morton’s customer, I expected better.
