Dining Out

AllergyEats: Restaurants’ “No Substitutions” policies are a concerning new trend

by on November 13th, 2012

Given the online, offline, and social media reaction to our September blog post about the increase in restaurants that won’t accommodate any special dietary requests or menu substitutions, we decided to make the views of AllergyEats more public via a national press release that went out today.  As always, we try to represent the community well and in a way that is not demanding, yet respectful of the fact that restaurant owners can run their establishments as they see fit.  However, we do continue to try hard to educate these restaurateurs that they can “do well by doing good” – experience a significant increase in long-term revenues and profits by learning how to safety accommodate food allergic and intolerant diners.  This is the true win-win that we think more and more restaurant owners are beginning to understand.

In any case, please feel free to let us know what you think of this press release by clicking on Reply or Comments below.

AllergyEats: Restaurants’ “No Substitutions” Policies Are A Concerning New Trend 

Restaurant Owners Have the Right to Make their Own Rules,

But It’s Disappointing that Some Choose Not to Accommodate Food-Allergic Guests 

BOSTON, MA (November 13, 2012) –  At New York City diner Shopsin’s, owner Kenny Shopsin doesn’t allow any substitutions to his menu items for any reason – including guests’ food allergies.  While many restaurant owners are willing and able to substitute ingredients or leave them out altogether to accommodate food-allergic guests, an increasing number of restaurateurs are choosing not to, implementing strict “no substitutions” policies instead. Paul Antico, Founder of AllergyEats, calls this a concerning trend for people with food allergies and intolerances.

“While I strongly believe that restaurant owners have the right to make their own rules, it’s disappointing that some opt to enforce ‘no substitutions’ policies, where they won’t accommodate food-allergic guests,” Antico said.  Antico created AllergyEats, the leading guide to allergy-friendly restaurants, to help food-allergic families quickly and easily find restaurants that will cater to their special dietary requirements – and avoid the ones that won’t.

Diner owner Shopsin has a different opinion.  “Some people tell me that they’re deathly allergic to something and that I have to make sure it’s not in their food. I kick them out,” Shopsin wrote in his book Eat Me: The Food and Philosophy of Kenny Shopsin. If someone has a food allergy, he recommends they “go eat at a hospital” instead.  Typically, restaurant owners aren’t as blunt as Shopsin, but he’s certainly not the only one implementing “no substitutions” policies.

Recently, Bon Appetit magazine spotlighted their Top 10 Restaurant List, an annual honor that’s bestowed to an elite group of the hottest, most innovative restaurants nationwide.  This year, they featured Little Serow in Washington, DC on their list.   This intimate Thai place, owned by husband-and-wife team Johnny Monis and Anne Marler, offers a set menu – and they are very upfront about their no substitutions policy.  In the article, Monis defends their decision not to substitute ingredients for guests with specific preferences or food allergies, saying, “We wanted to create a specific experience, and we never intended it to be for everyone.”

“Some chefs are comfortable losing a few customers who have allergies,” according to a recent Bites on Today article on Today.com, but, in fact, millions of people have food allergies, and accommodating their special dietary restrictions can significantly increase restaurants’ bottom line.  Food-allergic guests typically dine out with others, so by alienating someone with food allergies, a restaurant loses the revenue from this person’s family and friends, as well.  Antico’s research has shown that restaurants that build reputations for accommodating guests with food allergies can increase their annual profits by as much as $50,000 or more per year.

At the recent AllergyEats Inaugural Food Allergy Conference for Restaurateurs, panels of experts, including Antico, emphasized the importance of investing in food allergy tools and training.  The panels, which included restaurant owners and chefs, discussed how they had seen – and continue to see – significantly higher sales, profits and customer loyalty by becoming allergy-friendly.

“There’s no denying that the population and loyalty of the food allergy community is increasing, and restaurants that won’t accommodate food-allergic guests will definitely lose business over time,” Antico added.

Some chefs say it’s a production issue.  To make changes to a dish could interfere with the kitchen staff’s timing.  Other chefs believe that substitutions damage the “integrity” of a dish.

“Some would argue that the health and well-being of a guest is more important than the integrity of a dish, and that the integrity of a meal wouldn’t really be compromised if it’s cooked without tree nuts, cheese or other food allergens,” Antico continued.

“One chef in a ‘no substitutions’ restaurant commented that people wouldn’t ask Picasso to change his art, so they shouldn’t ask him to change his meal preparation.  I’m not sure that’s a fair comparison since Picasso’s art won’t make someone sick, but meals containing their food allergens will,” Antico added.  “That’s why, like many others in the food allergy community, I choose to give my business to accommodating, allergy-friendly restaurants.”

AllergyEats constantly features stories of restaurants that work hard to implement food allergy protocols.  Many train their staff, implement careful systems to avoid cross-contamination, know their ingredient lists and food preparation techniques, communicate carefully with guests and take every precaution to serve meals that don’t contain guests’ allergens.

“In my opinion, the restaurants that take food allergies seriously are the ones that should be highlighted in Best Restaurants lists.  Those are the restaurants we should support, visit and recommend to our friends,” Antico continued.  “This trend of being unaccommodating is concerning and disappointing.”

AllergyEats, a peer-based website and smartphone app, is dramatically improving the way food-allergic and gluten intolerant individuals find allergy-friendly restaurants.  AllergyEats helps food-allergic families quickly and easily find restaurants that will cater to their special dietary requirements – and avoid the ones that won’t.

AllergyEats lists more than 575,000 restaurants nationwide, which food allergic diners can rate.  The site also offers information on restaurants’ menus (including gluten-free menus), allergen lists, nutrition information, certifications, web links, directions and more.   The site, app and related social media sites help families with food allergies reduce the guesswork – and the anxiety – surrounding dining out with food allergies.

This peer-based ratings and review site lets people see at-a-glance which restaurants have been more willing and better able to accommodate special dietary requirements, allowing food-allergic diners to make more informed choices about where to dine.

Most restaurant review sites include information about establishments’ food, ambiance or service, but AllergyEats is singularly focused on food allergies, with peer reviews spotlighting where people with food allergies or intolerances have more comfortably eaten.

AllergyEats has been endorsed by highly-respected food, health and allergy organizations and individuals, including the Asthma and Allergy Foundation of America, Gluten Intolerance Group, Massachusetts Restaurant Association, Chef Ming Tsai, Chef Joel Schaefer and more.   AllergyEats was also recently selected as the About.com 2012 Readers’ Choice Award winner for best Food Allergy App and was honored as one of Healthline’s Top Ten Food Allergy Apps.  For more information, please visit www.AllergyEats.com.

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So what do you think?  Please click Comments or Reply below to share your thoughts about this release.  Don’t worry – we’re not sensitive and we love criticism!

And please take a minute to rate any restaurant you’ve recently dined at on our core site at www.allergyeats.com.  By answering just 3 questions, each restaurant experience you review makes AllergyEats an even more valuable tool for our entire food allergy and intolerance community.  We need your input!

Comments

    Author:
    Joely Capra
    Written:


    Wonderful, fair article I thought. It is very alarming to read chef’s opinions who consider their meals “art”. Really, what would they say if it was their kids who could have an anaphylactic reaction. Great work on the article.

    Author:
    krys
    Written:


    These restaurant owners should be ashamed and I hope they don’t have to experience a deadly food allergy but if they are they should be treated just like they treat others. It is sad that they refuse to be a human its not these people or children’s fault. They should close and do something that doesn’t involve other people. They definitely shouldn’t be featured on any lists. They don’t deserve recognition.

    Author:
    Tehya Torbett
    Written:


    The article disgusts me! My son, who is 4 yrs old, should be able to eat wherever his family eats! I understand that with people that have food allergies will not have a large selection of items to choose from, but why can’t they offer an allergy free meat, carb, and vegtible at these “no substitution” restaurants? Then the integrity of their main menu items will remain intact. There is obviously a lack of education and experience with the people that chimed iin for this article. If they had a family member or close friend that dealt with food allergies on a day to day basis, their strong opinions would change. To me, it feels almost illegally discriminatory. I consider restaurants that do not accommodate people with allergies the same as them not accommodating for people that are in wheelchairs. I don’t think that these people realize is that if they created just 2 entrees that was prepared separetly, was free of the top 8 allergens and tasted great they may revolutionize they way other restaurants handle food allergies! At least it is wishful thinking.. Until then my family and I will continue to eat at home or at the very few establishments that take this seriously!

    Author:
    Patricia Ann
    Written:


    Not only does the restaurant lose the allergic patron, they also lose the rest of the party that would have gone to the restaurant with him/her. I will not go out to a restaurant that doesn’t have foods I can eat and that means my family will also not be eating at those restaurants either.

    Regarding the art issue… Whatever happened to the philosophy that the customer is always right. Restaurants are in the service industry. Serve the customer what they want. No one will appreciate your art if it makes them sick.

    I know it is hard to learn new things. But if millions of people can learn to prepare foods in more heathy ways, can’t the chefs put out a little effort and learn to do it as well.

    Author:
    Jeanine
    Written:


    This article was very interesting and emlightening to me.
    I have a child with peanut allergy and we do not eat out other than take home from a local pizza shop.
    Knowing about this app may open our doors.

    Thanks

    Author:
    Mary Quattrone
    Written:


    Thank you so much for this well thought out and very important press release. It is astounding to read the snide remarks of the owners of some of the restaurants you mentioned. I have to wonder if they have anyone they truly love who face the frightening possibilities of eating an allergic food. Thank you for your caring and response to such a profound issue.

    Author:
    PF
    Written:


    “Intolerant diners” is really the crux of it. If people want a restriction-accommodating restaurant, they’re easy enough to find, and from a business point of view, the ones that sell a lot of high-profit alcohol will be more accommodating in order to offset the logistical problems special orders create in the kitchen. Expecting a small establishment (under 50 covers) to be flexible is unrealistic– especially when you’ve already sat down. Diners with issues should find out in advance if their needs can be accommodated, and the chef will appreciate it as well.

    The flip side is that people w/o any allergies find it hard to go out with people who do have them. Especially the ones who don’t know the difference between a tree nut and a ground nut. And while I’m happy to acknowledge that food allergies/issues exist– serious ones like celiac disease– it’s possible that many “food allergies” are a way for high-maintenance people to call attention to themselves. Not unlike people who are chronically late. It’s not that they’re so busy. It’s that they (subconsciously) know things can’t start without them.

    Author:
    Natalie
    Written:


    As a supporter of individual liberty and as a mom of a child with two severe food allergies, I fully agree with Mr. Antico! The restaurant and food allergy situation is explained very well. I would add one important point which many people do not understand… exposure to food allergens can actually kill a person, not just make the person sick.

    Author:
    SC
    Written:


    Shame on them. I hope no one in their family ever develops a medical condition that requires understanding from anyone else. Remind me not to accommodate for a disabled person that requires access to a building.

    Author:
    Juliane
    Written:


    I think the article really made its point in a respectful way.
    I think that all restaurants should have some basic menu items which can be elaborated upon, depending on the guest’s needs.

    Author:
    Kendra Tiedemann
    Written:


    I, too, find the trend for not allowing substitutions to be concerning. However, I think that helping patrons select allergy free items from the menu is a compromise that I can accept even if I don’t think it is enough. The practice of refusing to serve allergic customers altogether is, in my opinion, blatant discrimination and should be addressed in the same way as a practice of refusing service to customers in wheelchairs.

    Thank you for addressing this subject!

    Author:
    Lisabeth Crawford
    Written:


    I will not eat at restaurants that have a policy of no substitutions. That means that all my family, at total of 8, will not be eating there. It is not worth the consequences of consuming something I cannot have. I will also never recommend them to others.

    Author:
    Wendy
    Written:


    I agree. Chefs/owners of restaurants can absolutely do what they want. However, it plainly shows that these people do not have the creativity or ability to make the changes necessary to keep up in the ever changing world of dining. I would hardly call any of them “artists”.
    The comment to “go eat at a hospital” simply exudes ignorance and an attitude that demonstrates that some people will say anything to get some media attention. Would I call this attitude discrimination? Perhaps. Perhaps this “chef” simply has never seen a child go into anaphylactic shock and ask ” Is this going to be the last day of my life?” Ah, ignorance is bliss. I can only hope that he and his family are forever healthy and never have to go through any kind of life threatening episode. Until something affects you or someone close to you, it is easy to be oblivious to the cares of others.

    The fact is that people with food allergies/intolerances bring with them friends and family members who have more friends and family. The ball keeps rolling. Word of mouth is still the best way to build business. Check out how popular Yelp has gotten and how it has affected businesses across the country.

    Do I expect, every restaurant to bow down to my son’s food allergies. No. Do I expect a little more kindness and tolerance regarding a life threatening illness/disability? Yes.

    Author:
    Amy Tracy
    Written:


    Excellent press release. I hope restaurants listen and take to heart. My family and I eat out three to four times a week and frequent only the restaurants that will see to my allergy needs. We often bring guests to those restaurants, too, and I always tip very well when my needs are met. I always think it’s funny that I get charged the same, sometimes even more, when I delete half the ingredients off my order (no bun, no sauce, no cheese, no pasta).

    Those of us with food allergies are a close-knit group, and restaurants should recognize that word spreads when they treat us well–news of bad service spreads even farther and faster.
    Keep up the great work that you do!

    Author:
    Dani
    Written:


    Restaurants that don’t at least put in an effort to accomodate will be lucky to stay in business as years go by. There are way too many people with special dietary needs for restaurants to take an attitude that they don’t need to work with their customers. This limits their clientele substantially.
    For me, we plan our holidays around restaurants which our friends accompany us and of course frequent the same restaurants. I roughly calculated how much we recently spent at a restaurant called Riviera Bistro outside of Austin, Texas. In 3 days we spent over $500 plus sent them numerous friends that were looking for either an allergy friendly or just a tasty restaurant. The restaurants that will survive long run and in this economy will be those that are willing to accomodate customers or at least be willing to put forth an effort.

    Author:
    Chris P
    Written:


    I thought the article was well written. I can see both sides of the coin. I personally do not have food allergies, but my son was diagnosed at 13 with EoE and now must avoid wheat and dairy. We make a point of going to restaurants that are willing to work with those who have special diets and we make sure on the spot that we appreciate their efforts. I think it most cases, restaurants get very little good feedback which is unfortunate.

    I can understand and appreciate those who refuse to make food substitutions for fear of ‘making a mistake’. The thought of causing harm to someone, no matter how unintentional must be frightening. And let’s face it, people are quick to blame and expect perfection. People with life threatening allergies are taking a risk when they eat food prepared by others.

    I think it is acceptable for restaurants to choose how they are going to serve their food. Especially if they are upfront, polite and respectful. However, they need to be prepared to lose business or at least know that not everyone views dining out and food in the same way that they do. Eating out needs to be a pleasant experience, customers find that aspect lacking will take their business elsewhere.

    If Kenny Shopsin comments are a direct quote, then I find him to be boorish. You can still be direct and polite. Suggesting that a better option is a hospital is laughable at best. I’m sure there are many options in NYC that his diner would be an easy pass.

    Author:
    Debbie Summers
    Written:


    I don’t think a restaurant should change the way it makes a dish, but they should be able to tell you exactly what’s in it. Substituting a different side dish, for example, in a combo or special should be on option. They should also be able to prepare the food you order without cross-contamination. For restaurant owners, my 15 year old son has a life threatening peanut allergy. If he can’t eat somewhere, the rest of us don’t eat there. People with food allergies are not “being difficult”. This is how they have to live, everyday being diligent. As for Mr. Shopsin’s comment, most of my reply to that would not be appropriate to type here. However, I am happy to see that he has shown the world how ignorant, immature and cruel he really is. Hopefully his profits will reflect that attitude.

    Author:
    Tasha
    Written:


    I’m a cook. Thanks to the modern trend of open kitchens, we cooks can see you eating. And you diners, you know who you are, who just made a huge fuss about your shellfish/onion/peanut/sesame or whatever “allergy”, we can see you eating a mouthful of your supposed allergen off your dining companions plate. Happens every day, multiple times a day. It’s also frustrating that when a diner told an allergen can’t be removed from a dish, (the garlic in a 4 hour braised short rib dish, for example) how many diners suddenly lose their deadly allergy, and order the dish anyway. You’re screwing it up for people who CAN actually get ill from certain foods. It makes us cooks doubt every chit that prints in the kitchen with the word ALLERGY on it in bright red ink.

    Author:
    Rachel Lynn H.
    Written:


    I would never lie about my allergies or fake it. I am allergic to a lot of foods. BTW, this article is very well written and states what it is on a lot of people’s minds. I think that restaurants should be able to accommodate those with allergies to make their eating out at restaurants an pleasant, enjoyable experience. Same goes for bowling alley restaurants, they should accommodate the client’s allergies so that he or she has a pleasant bowling experience. And movie theaters should be the same way, accommodating for those who have allergies so that movie watching can be an enjoyable experience. A life with allergens is very limiting, activity-wise. NOT fun at all.

    Author:
    Rachel Lynn H.
    Written:


    And to make it a further pleasant bowling experience, allergens should not be allowed to be brought at the bowling alley, restaurant or movie theater. I understand this must frustrate a lot of people, but it would gain a lot more business too.

    Author:
    YouCannotAccommodateTheWorld
    Written:


    Well written article and an interesting read.
    I support every restaurant owners right to a “no substitution” menu. The mentality of “forcing” them to accommodate allergies because it’s discriminatory is nonsensical.

    I have no doubt these owners are aware they will lose business from those with allergies, but have signed it off as an acceptable loss. The potential lawsuits for innocent mistakes/cross contamination in the kitchen, far outweigh the profits generated by the allergy community. With todays “everyone is a victim” mindset, it’s much safer to squash the substitution idea (respectfully) before the customers walk in the door.

    If you or a family member have allergies, I feel for you, it sucks. you’ve been dealt a sh**ty set of cards in life. But to assume that everyone should restructure their businesses to accommodate you, is unrealistic. Frequent restaurants that will accommodate your allergy or prepare your meals at home. Simple as that.

    Everyone carries burdens, how you deal with them defines you.

    Author:
    Rho
    Written:


    “Absolutely No Substitutions” is the oldest menu item since the invention of the diner; this is not a ‘new trend.’

    For some reason(s), though, food allergies are on the rise. Monsanto? Union Carbide? Whatever the causes, it is frightening and saddening that a person can die from something as simple as peanut oil.

    As someone who has worked in food service in every capacity but a chef (I have been a cook, though), AND has food allergies (not life-threatening) I can say hands down that if mine were deadly, there is No Way I would put my life in the hands of a waiter, prep person, cook, chef or ANYONE – in a restaurant or otherwise – including my best friend. How horrifying it would be to have prepared the food that ended an innocent person’s life, and how unnecessary.

    I eat at home, then go out with friends and have a San Pellegrino and when someone asks why I’m not eating I tell them this truth: I already ate but didn’t want to miss seeing everybody. No need to make the meal about my allergy any more than making it about your divorce or your date’s bunions. People go out to eat for more than just the food but with allergies it has to be even less about the food.

    I have an autoimmune disorder that will likely shorten my life considerably but you will never know… because I don’t talk about it. Especially over dinner. I have tinnitus like Crazy Crickets, but even my own family doesn’t know. I’m no martyr, I just don’t feel like I’m special because of my physical health characteristics. Plus I’m just enured to it. I also have floaters in my eyes that make it look like it’s raining in my skull. All this is to make a point: Nobody who doesn’t share another’s malady really wants to hear about it.

    If we define ourselves and determine perfect strangers to be ‘good’ or ‘bad’ – by our deficiencies and how others deal with, feel about or cater/don’t cater to them, we have bigger problems than allergies.

    And to people who don’t have allergies, maybe you can allow one substitution: Kindness. Substitute the allergies you don’t have with the compassion you also lack.

    As for Kenny Shopsin, save your outrage. If he is still alive and working, his regulars worship him, his entire family works together, his sweet wife died several years ago and he has had his share of heartache.

    That takes care of pretty much everybody. Thanks to all who wrote and for giving me the opportunity to get this off my chest. Sometimes we don’t know exactly how we feel about an issue until we say it out loud or write it down. Whew!

    Best wishes to us all.

    Author:
    Rho
    Written:


    Well, sadly, Kenny Shopsin did pass away. In 2018. Rest in peace.

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