I got a nice little e-mail back from the GM at Cambridge Brewing Company. The Boy had also written in and had heard back pretty promptly. The GM apologized and said that they'd made mistakes that night and it ended up in customers getting lousy service, which was totally unacceptable.
Here's what he told me:
Thanks for understanding. We do genuinely care about our customers here. But, alas we do screw up from time to time:-) I’m so glad you’ve decided to give us another chance. We certainly owe you at least a beer on the house! Next time you’re in just ask for me or Laura (The AGM) and we’ll definitely get you one on the house.
Very nice reply that made me feel really good. I realize we all make mistakes, but it's nice when you run into a person that owns up to them and makes amends.
Chalk this up to good management 101!