Inconsistencies

When I began this blog, I envisioned that it would be wholly positive, celebrating only successes. However, I did commit to sharing my experiences, and misadventure can be part of the process. Well, I certainly had one of those today. B. and I went to a popular cafe in Geneva, Ill., for breakfast this morning -- it's a local chain well-known for its breakfast/lunch menu -- and boy, did that turn out to be a mistake.

I had been there a couple times before with my mom, who also has celiac disease, and we had great experiences both times. The servers were helpful and pleasant, informing us about the restaurant's gluten-free crib notes, which outline the ingredients that are safe and those that aren't, and the food was excellent. The restaurant sometimes even carries gluten-free bread for patrons on a gf diet. Clearly, they can accommodate those with allergies/intolerances, right?

Wrong!

The restaurant was quite full, but B. and I were seated relatively quickly. The waitress came by to take our order, and I requested the gluten-free sheet the other servers had brought out before. I knew what I was going to order, but I wanted to be able to use it to clarify my needs. I was told in no uncertain terms that the restaurant had no such a thing. I tried to point out diplomatically that I had seen it in the past, but she got very argumentative. In hindsight, we should have left at this point; there are plenty of other options close by -- establishments that actually can accommodate people with dietary restrictions. But I wanted to try again because we had had such good experiences before. So I placed my order of bacon and eggs with a fruit cup instead of the potatoes and English muffin, stressing that I had gluten and dairy allergies.

As B. and I waited, sipping our orange juice and coffee, the manager came over, saying he didn't know of the restaurant's gluten-free information. He further explained that he had placed a call to the regular manager but she was so busy at another location that he couldn't speak to her about it, and he would know more later that evening.

Shortly thereafter, the waitress came by with the information, asking if it was what I meant and pointing out that it didn't really outline what was safe on the menu. I venture to say that if she had paused to read it, she would have seen that it indicates which ingredients are safe and which are not. For example, the house seasoning is not gluten-free; by looking at this sheet, gf patrons would recognize that potatoes, which are seasoned with it, are therefore unsafe to consume. I wasn't going to argue with her, and by this point, B. and I really were wishing we had gone elsewhere.

Our food came out, with my order minus the bacon. I have to say, when part of order is missing, it makes me wonder how well the server heard me, specifically the aspect about the allergies. I asked the server who delivered it to bring a side of bacon (incidentally, he is one of the good servers I had had in the past), which he brought immediately.

The food was a disappointment. My eggs were tepid, and the fruit, a mixture of under and overripe. I didn't have the energy to complain, my second big mistake of the morning. We quickly finished our meal, and when the waitress brought the check, she made an effort to say that the next time I was in, I should be sure to let the server know the information I needed was in the blue book they have in the back. I almost laughed in her face. That as the patron I should know better than the staff what the restaurant carries (particularly when she pointed out that it was useless), and that we would be back are comic notions, indeed.

B. and I left to go to a movie, but after about 10 minutes in the car, the migraine struck, coming on fast, and the upset stomach followed about a half-hour later. For those not in the know, that means the food was not allergen-free, and it made me sick. What had promised to be a leisurely Sunday turned miserable.

I will say, in defense of the manager, he did try, but seemed at a loss as to how really to handle the situation. I don't really have anything redeeming to say about the server. If anything, I would like restaurant owners to know that, much like other businesses, their employees represent their companies, and should be trained to handle customer-service situations.

I probably won't be the last person with dietary restrictions to frequent this restaurant (although certainly the last one in my family), and I wonder what future patrons will experience. The fact that it has a gluten-free safety list and even at times carries gluten-free bread would indicate a greater awareness and an increased capability to handle customers with special dietary needs; my experience today would say otherwise.