| rev:text
| - First and foremost, I would like everyone to know that the wait staff are for the most part attentive and helpful, this especially being the case with respect to an older lady who waits on the breakfast and brunch crowd on the weekends. I make sure to always thank her for her diligence and attentive service, and have always tipped her handsomely.
Now to relate my thoroughly unpleasant experience with the owner. First, some context:
I work nearby and have been placing lunch and supper orders by phone to B & M over the last couple of years. Mainly burgers only, or the B & M burger special. Being a creature of habit, my orders are always the same (tomatoes and onions on top, ketchup & mayo, pickle on the side). The trouble began roughly a year ago when I noticed that the cook was placing the tomato slice on the bottom (below the patty), making the bread soggy and prone to easily falling apart, leaving me with a sopping mess. Furthermore, the pickle slices were in the burger, contrary to my order. The first couple of times, I transferred the tomato to the top, but was still left with a soggy bun bottom. On my third attempt (after this started) I asked the order taker to tell the cook to place the tomato on top of the patty and to ensure that the pickle was on the side. Instead, when having picked up the stapled paper bag for my order (and having seated myself in my workplace's kitchen), I found that the tomato and onions were on the side, and that the pickle was MIA.
I therefore resolved to ask for everything on the side for any future orders. This obviously must not have sat well with the cook or owner, as 2 out of three of my orders would have something amiss and/or always missing the pickle.
Last Thursday, I placed a phone order for pick-up with the owner herself, almost begging her to ensure that it actually turn out to be what I specifically ordered, and that the pickle not be missing. I picked up the stapled paper bag and (contrary to my instinct to open it in order to examine the contents) proceeded to go home. Upon opening the bag, I found to my consternation the the tomato slice had been placed bellow the patty, and that the mayo and ketchup had been substituted for mustard and relish (smeared on the bottom half of the bread bun) with the pickle once again MIA.
I called B & M yesterday and asked to speak to the owner. I identified myself, and proceeded to tell her about my dissatisfaction. Instead of apologizing and asking me how she could make things right, she said that she was too busy and slammed the phone on me. I called back 10 minutes later (giving her a face-saving excuse of "the line must have cut off when you were speaking to me") and asked for a credit for my last order. I could practically hear her fuming over the phone when she responded that she would deal with the issue only if I bothered showing up in person on that very day. Even though I only had a 30 minute break, I resolved to show up, just as she requested.
At 3:15PM sharp, I presented myself to her (the place was dead) and politely began to relate my story. Still, no apology. Instead, what I got from her was an earful of accusations that I was asking for a free meal (the nerve of her saying so, as I've dropped several hundred dollars on that place in the last few years!) and that I made "strange requests" - yes, apparently the owner of B & M finds it "strange" that someone may want their tomato slice on top of the patty, and their pickle present, and on the side. Pointing out to her that all I had expected from her when I had initially called to speak to her was an honest apology and a promise of resolution (in addition to my intention of subsequently placing a new order), and that instead I had been handled rudely and dismissively, she became increasingly confrontational and intransigent, saying that she refused to tell her cook to place the "toppings" on top.
To finish this long tale (apologies to everyone), after handing me my burger (tomato and onions on the side, but missing the pickle), she threatened my livelihood, telling me that the last person from my workplace to confront her was no longer working there, and that this should be food for thought for me. Lol
I truly feel for the people having to work for this terrible person. I've resolved to tell everyone that I know about my horrible experience, and wish that this lady takes her retirement as soon as possible. The neighbourhood will be a better place without her.
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