Dean & David — Local services in Frankfurt

After several missed connections due to train delays, I just wanted to finally get something to eat – the day had already been a complete disaster. In another branch, I had previously been treated with care: they freshly prepared my salad on the spot to take my allergies into account. That’s how it should be, because with allergies it’s not about taste or personal preference, it’s about health and safety.

Here, however, it was the exact opposite. The staff member bluntly told me to “just take something from the counter,” that they don’t make any adjustments. What should I have done? Just taken it off myself? For anyone with allergies, that’s not just inconvenient, it’s dangerous. You can’t just “take off” an allergen if it’s in the sauce or part of the ingredients.

This attitude is not only unprofessional, but also deeply disrespectful towards customers who depend on such adjustments. After an already chaotic and stressful day, this was the final straw. Such behavior has nothing to do with service, and it made me feel completely unwelcome and unsafe as a customer...

l want to raise a serious concern regarding a disturbing experience I had at Dean and David, Frankfurt hbf, Markthalle

While dining at your outlet today, I found a hard walnut shell fragment in my meal. It was completely unchewable, very sharp and raises serious food safety concerns

What is even more disappointing is the dismissive attitude of the on-site staff, including the manager and kitchen team, who showed no willingness to acknowledge or take responsibility for the issue. I expected far better from a brand that promotes health, quality, and trust. Moreover the manager said very casually that it can happen to anyone. We serve 100 people and make 100 bowls so this can happen. If you cant take responsibility to serve 100 people just DO NOT SERVE

This incident could have resulted in serious injury, and I urge you to treat it with the gravity...

The worst place to grab a salad. The salad had a hard walnut shell which was almost consumed. On complaining, the manager and the employees refuse to take any responsibility saying the walnuts always come in a pack and they don't have anything to do with that. What does the manager mean!? They're just gonna put anything on the plate without even checking if it's edible? They also said it has never happened to anyone before, which is understandable but it doesn't mean that they take this lightly. A single case is enough to cause a catastrophe and they, being the sellers of the food, need to make sure that what they put in their bowls is edible and wouldn't cause any harm. Your tag line says "Change for better" but I think this store has drifted...