As the manager of the Anytown Grill, I would like to sincerely apologize for the negative experience you had at our restaurant. Having read your letter, I am appalled by the treatment you experienced. This does not reflect the high standards we hold here at the Anytown Grill.
In your letter, you stated that the server splashed coffee on your food but refused to replace it. This, of course, is unacceptable. You also say that she handled your food roughly and dropped mashed potatoes on your lap. Finally, you mentioned that the server directly solicited a tip from you, which you did not provide.
Unfortunately, your description of this server did not include a name. All of our servers wear nametags, although you claim that yours was not wearing hers. Your description of this waitress as a young woman with brown hair and brown eyes does not provide us with enough information to identify her. We have, however, addressed the staff to ensure that all employees wear nametags from now on and our reputation for good service is maintained.
On behalf of everyone at the Anytown Grill, I would like to extend to you this $20 gift card to make up for your experience at our facility. We hope to see you in our restaurant again soon so we can show you what service really means to us.