I don't know. I think the there's something pretty wanky in that she pulled the customer's credit card bill and proceeded to publicly go through it menu item by menu item, defending against criticisms that weren't even offered. Plus everything I've ever learned about the food industry states the standard response to customer criticism is apologizing and offering to comp the meal; you earn more in goodwill and positive publicity than the cost of the comp, and it does more for you a public dressing-down of the customer for just not appreciating what they were given. Now, privately is another matter. (Your waitress probably hates you, but if your waitress is smart, she only complains to the other staff in the kitchen.)