Bad Restaurant Experience

After deciding to try this restaurant on the recommendation of the bed and breakfast we were staying at, we were disappointed with the service, availability of items that we ordered and extremely disappointed with the response to our dissatisfaction by management. During our visit I ordered a glass of wine (nothing rare, just a simple pinot grigio) and after waiting several minutes the server returned to tell me that they had no pinot grigio. In itself not a big deal. Later during dinner, which had been served by someone other than our server, who we rarely saw, the server eventually made his way back to our table just after the entrees had been delivered, and he asked if we needed anything else at that time. A drink was ordered. After finishing our meal the server finally came back and at that time I asked what was going on with the drink we had ordered 10-15 minutes before. The server apparently forgot the drink. Once everything had been cleared we were asked if we would like to have dessert? I then ordered dessert and a cappuccino, at which time we were told that the cappuccino machine was broken. At this point we were somewhat dissatisfied, but having been a server and a bartender myself for many years I decided to at least let the manager know of our unhappiness with our dining experience. Please keep in mind that this is an upscale, and not cheap restaurant. I approached the hostess and asked to speak to a manager. She was very polite and said she would get the manager and be right back. At that time I was approached by a man who introduced himself as Drew and told me he was the manager. I explained to him that we were disappointed with our dining experience and why, and that while I understood that any one thing could happen when you throw several different failures into the experience I thought he should know. He seemed not to be overly concerned with our dissatisfaction. He then asked if we had ordered dessert and I told him that we had, at which point he offhandedly said that hopefully we would get that. Needless to say that was not the response I was looking for. Even the hostess was shocked at the manager's attitude and response. On the way out I got the name and contact information for the general manager of the restaurant as I planned to follow up with him. The following week I sent and email and a letter to the general manager outlining my experience and dissatisfaction, as I was hoping for at least acknowledgment from him that my concerns had been heard. I was surprised when I received a phone call from Drew, the manager above, who said that they had received my complaint and that he was sorry for the bad experience. I couldn't believe that having sent the email and letter to the general manager that they would have the manager who I had complained about call me. I don't even know if the general manager ever received my letter or email as it was never acknowledged by him. I am left to wonder if perhaps Drew intercepted the email and mail and decided to try to head off the complaint to serve his own interest. I guess I will never know as I have no intention of ever returning to this restaurant. A call from the general manager acknowledging my concerns was all I was hoping to get, but either there system doesn't work or he was to busy to be bothered with a mere complaint of a customer. I definitely wasn't looking to speak to the manager who had dropped the ball at the time of our visit.