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 PFB Investigates - The Case Of The Missing Fazoli Breadsticks
Posted Fri March 6, 2009 12:00 pm, by
A couple of days ago, a letter was sent to Fazoli's regarding their policy of charging for breadsticks with take out and/or to go orders.
The question was raised because apparently if you "dine in", you receive unlimited breadsticks with your meal at no extra charge.
Nate, the letter writer, is unhappy about the discrepancy and want's Fazoli's to change their policy.
The letter raises an interesting question so we thought we'd investigate further.
So, of course, the first place we went was to Fazoli's website. We couldn't find a description of their breadstick policy on the site but, no worries, they have a contact us link on the page. After clicking on it, our only option was to either send the question via regular email or through their online contact form.
Because we're kind of "in the moment" folks here at PFB, we decided to dig further for a phone number. And we found one. Unfortunately, that phone number is staffed by zombie like computer voices which do nothing to help a person with an immediate problem but simply direct callers to enter the 4 digit extension of the person you're trying to reach (if we know it) or enter 200# to reach a receptionist. We punched in 200# and promptly got a recording asking us to leave a message.
So we gave up and just called a store and spoke to the general manager, instead.
He was very helpful and here is what we learned:
1. Apparently not every purchase comes with breadsticks whether you dine in or take out or go through the drive thru. In order to get breadsticks, you have to order pasta dishes.
2. Breadsticks are, indeed, unlimited when you order a pasta dish and dine in.
3. If you order a pasta dish through the drive through or take out, you get two complimentary breadsticks and are charged for any extras.
4. If you don't order a pasta dish, you pay for breadsticks whether you dine in or take out or order through the drive through.
5. The reason for not giving unlimited breadsticks for take out or drive thru orders is understandable...they don't want to be supplying the whole neighborhood with free breadsticks (although the GM explained that in slightly friendlier terms).
It seemed strange to us that someone ordering a meal that came with breadsticks indoors wouldn't at least get some for free when going through the drive thru. That's why we initiated the investigation. It turns out you do get freebreadsticks when ordering through the drive thru as long as you order a meal that comes with them. And if you want more than two, then you pay.
This seems like a perfectly reasonable policy to us. We appreciate the GM's help with this and, even though there are no Fazoli's near the Seattle regional headquarters of PlanetFeedback, if we ever do see one in our travels, we'll be sure to stop in and give those breadsticks a try.
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I was at Fazoli's last week and was told that they no longer go around
the dining room with a basket of breadsticks (but you can still get
more if you ask at the counter.) I was actually relieved because I
always end up with too many!
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by olie Posted Fri March 6, 2009 @ 11:22 PM
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The policy works if ONE person is dining alone inside. But if I order
pasta, and one kid orders a sandwich, and the other two split a
pizza--the breadstick person comes around to our table and asks if
"anyone would like more breadsticks". If we all nod, we'd get 4
breadsticks, even though the employee can clearly tell what we've
ordered.
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by Donno Posted Fri March 6, 2009 @ 5:57 PM
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When I read the original letter, I thought something was missing in
any explanations that may have provided to Nate. The stated policy
sounds perfectly reasonable, though it sounds like it was not
explained properly to him. I had a similar issue with Red Robin -
they had a policy of included vs additional bread, but not everyone
could explain it.
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by Just Jeffrey Posted Fri March 6, 2009 @ 12:29 PM
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Their catering menu, which is available online, does include the
policy (2 per serving/2 per person). Not that someone doing take-out
would think to look at a catering menu to find out this information.
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