I would agree that one bad incident shouldn't damn a business and that the proper response is to not charge for a bad meal. But a series of problem meals is NOT OK. It ruins your dining experience.
Years ago, the Woodshed was my goto restaurant. When we had guests up, THAT is where we would go. Then we started to have problems. Silly things like soup coming out cool and after mentioning it, it was returned scalding hot. After a couple of years of bad experiences we stopped going. Now, even with a new building and new management, my past experience makes me uninterested in trying them again.
There are numerous very good restaurants in the area. If it's a high end restaurant, the expectations are higher and consistency is required. That's just the way it works. On the other hand, we eat dinner with friends at the Village Kitchen regularly. We have had some less great meals but that's OK because our expectations allow some flexibility. Most of the time, things are good and sometimes they outdo themselves. The people are nice and personable.
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