Customers who had experienced some dissatisfaction with a dining experience in a sit-down restaurant were surveyed. The study focused on the source and degree of their dissatisfaction, what if anything, they did about their problem, how satisfied they were with the outcome of their actions, and their likelihood to return to that restaurant as well as the impact of situational and personal factors. There was a strong and significant relationship between customers' satisfaction with the outcome of their actions and the likelihood of their returning to that restaurant. The results strongly suggest that restaurants respond to complaints and do so in a manner that satisfies the complaining customers if they desire to have their future business and avoid negative word-of-mouth. Personal and situational factors investigated in this study have, however, largely (with a few exceptions) failed to show significant impacts on customers' dissatisfaction level and the causes and consequences due to the dissatisfaction.