Customer Service Saves the Day: My Mother’s Day Experience at Olive Garden

Mother’s Day is a time for celebration, love, and making cherished memories. This year, I chose Olive Garden which opened in January of 2024 in Sheboygan, to commemorate the occasion, hoping for a delightful dining experience. Unfortunately, what unfolded was far from the expectations set by their reputation.

Upon arriving, the ambiance was warm, and the staff seemed welcoming. However, the experience quickly turned sour. My steak arrived overly salted, making it nearly inedible. However, the fettuccini alfredo was amazing and made fresh everyday. But the real disappointment was the breadsticks. Advertised with an array of delicious sauces, none were offered when the breadsticks were served. After a 15-minute wait, I had to request the sauces explicitly.

When the waitress finally returned, I asked for all three sauces, as the menu suggested I could sample them. The menu did not specify any additional charges for the sauces, so I was taken aback when the bill showed a charge of $4.79 for each sauce. The small portions served in shallow bowls made the price feel even more unreasonable.

Feeling frustrated, I asked to see the manager. Austin, the manager, approached our table with a humble demeanor. I introduced myself as a journalist from Sheboygan Life and expressed my dissatisfaction with both the food and the service, along with the unexpected charges. Austin listened attentively and, showing great customer service, offered to adjust the bill, cutting it in half. Despite the subpar experience, I left an eight-dollar tip, recognizing the effort to make amends.

Before leaving, I requested a few moments of Austin’s time for an interview. I explained my intention to write an article about Olive Garden for Sheboygan Life and asked what he would like visitors to know about the restaurant. He responded, “People celebrate life moments and allow Olive Garden to be a big part of their special days, and they are honored to be a part of that.”

While my Mother’s Day experience at Olive Garden was not what I had hoped for, Austin’s efforts to rectify the situation and his heartfelt words left an impression. It’s clear that Olive Garden strives to be a part of their guests’ cherished moments, even if there are occasional missteps along the way.

Moreover, Olive Garden’s commitment extends beyond their dining rooms. With more than 900 restaurants nationwide, they are uniquely positioned to help fight hunger in the communities they serve. In 2003, they created their Harvest program, where all restaurants gather wholesome, surplus food every day and carefully prepare it for weekly donation to a local non-profit organization. Over 20 years, Olive Garden restaurants have donated more than 49 million pounds of food. They also have a long-standing partnership with Feeding America® and are helping to provide trucks for mobile food pantry programs in areas with higher levels of food insecurity.

Olive Garden has a commendable mission to be a part of their customers’ special occasions and to support their communities through hunger relief efforts. Their willingness to address issues is noteworthy, but consistency in service and clear communication regarding menu items and charges are areas needing improvement. As a journalist and a customer, I hope my experience will lead to positive changes and a more reliable dining experience for all.