Consumer Reports: Diners' Complaints about Restaurants

posted: 151 DAYS 13 HOURS AGO

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Consumer Reports' recent survey of 70,403 subscribers who made 158,744 visits to 101 restaurant chains revealed good meals, good deals, and choices for every budget and taste. Readers gave 21 chains top marks for food, and five very different chains earned exceptional scores for value: Black-eyed Pea (home-style comfort food), Sonny's Real Pit BBQ, Azteca Mexican Restaurant, Cheddar's Casual Café (eclectic American), and First Watch (eggs, pancakes, and sandwiches).

At the other end of the spectrum, with lower marks across the board, were Buffalo Wild Wings Grill & Bar, Joe's Crab Shack, and Friendly's.

On 43 percent of restaurant visits, survey respondents had at least one complaint. On 10 percent of visits, they had two; on 14 percent, three or more.

Noise (from loud customers and crowded tables) was cited most often, followed by sloppy service (waiters or waitresses were inattentive or slow to bring food or the check), lack of cleanliness (bathrooms or floors were dirty, tableware was grimy), and food-prep problems (dishes were under- or overcooked, had too much or too little seasoning, or looked unappetizing).

There were also complaints about long waits, which were more likely than average at The Cheesecake Factory, Rainforest Café, Texas Roadhouse, Houston's, P.F. Chang's China Bistro, and Outback Steakhouse. At those restaurants, 6 to 14 percent of respondents waited 30 minutes or more to be seated. Most fancy chains and some casual ones accept reservations; most family chains don’t, but they rarely make you linger. Only one in 10 respondents waited 10 minutes or more at a family restaurant.

Below, chains with more complaints than average, listed alphabetically.