Posted Wed September 6, 2006 3:56 pm, by Brian T. written to Bickford's Family Restaurants
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To Whom It May Concern:
I wanted to let you know of a very unpleasant dining experience my family had last evening at Store #71 (Westfield, MA).
At me and my wife's suggestion, my parents and we went to this restaurant at around 7:30 PM for dinner. Since the restaurant was nearly empty, we were seated and greeted relatively quickly, and told about the "two for one" breakfast special.
My parents ordered breakfasts (blueberry pancakes and blueberry waffles) while my wife and I ordered sandwiches (grilled cheese and a cheeseburger). Our waitress was efficient in taking the order and getting us our drinks but it took quite a while to receive the food.
While we were waiting, I could hear the adolescent staff in the back shouting a song to his coworkers, "my bitches, my bitches." I later saw this staff member wrestling/horsing with the wait staff. I was amazed how these employees were allowed to act like children, especially on the floor of the restaurant.
When we received our food we were very disappointed. Every food item we received was cold. The grilled cheese was hardly melted, nor was the cheese on my hamburger which felt simply lukewarm to the touch. My mother's waffle was so cold she couldn't melt any butter on it, and my onion rings looked like they had been sitting around for an hour.
My wife decided to eat her sandwich and my father ate his pancakes instead of sending them back but my mother and I returned our food to be re-done. While we were waiting, I noticed a family enter the restaurant and after having waited for about 5 minutes, left. One waitress mentioned it to the other and the other made a rude remark, saying that she was too busy to help them.
There were a total of 6-8 customers in the restaurant at the time.
When we received our food back from the kitchen, it was at the proper temperature, although the onion rings looked burned (like they had simply been thrown back in the fryolator). Surprisingly, the waitress didn't bother to deduct the price on any of our items, even though we had to eat separately from one another because of the cook's ineptitude.
I am absolutely appalled at the quality of food and service we received and observed while at this facility. I truly hope that you review who was on duty the night of 8/8/06 at this location and assess the supervisory, cooking, wait staff, and busboys/dishwashers' skill and professionalism.
Having worked at this location myself as a dishwasher and a cook (back when it was Abdow's Big Boy), I have a personal connection to this restaurant. I also have a basic understanding for how that kitchen should be run and I find it completely unbelievable that the two cooks who were working last night couldn't manage to cook a single order to all come up at the same timeespecially considering the light workload.
Sadly, I can't say that we'll be returning to this location again any time soon.
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