Wait. What? (The Bob Evans saga continues.)


I never emailed these names.  Seriously.  Someone must have sent Jon the text of my blog, or a link to my blog.  My original email contained the names which I then changed to something I thought would be ridiculous and obvious, so I didn’t accidentally call out another real employee.

Am I being trolled?

On Thursday, November 19, 2015 8:54 PM, “0503, BER” <Unit_503@bobevans.com> wrote:

Hello,

                I am following up on a bad review that we had charge to our store.  I was hoping to get some more information, as we believed our location received this review in error.  We don’t have servers by either name mentioned in the review (Maleficient and Lincoln), and would like to find out which store you were actually at.  Then we can send this along to them, so that they can address these issues.  Thank you for your time.

Jon Herrmann
General Manager
Bob Evans #503
Bridgeville, PA
(412) 257-1369

Shenanigans. ☘

I wrote back.  Nothing interesting besides pointing out that I never sent those names in an email.

I also got an email from LeAnn confirming our Dormont address, so I passed along the new one.  I wonder if I’ll get a T-shirt?

If it’s gift certificates, does anyone know of a charity that accepts them or of a family in need?

Maybe they’re sending someone to dispatch of me.  Maybe I should ask King’s to weigh in?

This still makes me laugh uncontrollably:

YOU GET A CRAYON!

Smiling & coloring rule.

I did get a really insightful comment on the last post though. Doesn’t seem like it’s gone down that way so far.

 

All we wanted were some crayons.


So, this past Saturday night we had an interesting experience at the local Bob Evans.  I have blogged about one of our experiences with an angry server there before, but haven’t touched upon the 3 or 4 other times that “the kitchen held up the order” while she talked to other customers at great length about slot machines at the Meadows, or the time that she rolled her eyes at me while the wife and I were discussing the seasonal shrimp on the menu in regards to where it was cooked and my allergy.  This time we were most likely doubly annoying as we had two small children with us.  The saga begins…

From: Eric Carroll <me@my.email.addre.ss>
To: Leann D. Purdy, Nathaniel A. Riggs, BE-mail

Hello Leann and Nate,

I hope this message finds you well, and that you’re both still with the Bob Evans team!  You may remember that I had contacted you in the past about the #jelly3x rule and a bad experience at the Bob Evans in Bridgeville Pennsylvania, and blogged about that alongside your enthusiastic response, and even more thorough follow-up.

We have since had a few other experiences with that waitress, including one where she rolled her eyes at me and said “well, you don’t have to order it” when I was discussing the shrimp stir-fry available seasonally.  Clearly, she has absolutely no grasp of cross-contamination.  The running theme with her seems to be that the kitchen is always late & to blame with any service issues.

Being that we have generally excellent food & service at the Bridgeville location, and it’s now even closer to home since we have moved to Bridgeville, we have gone in to dine and simply requested with the host or hostess to not be seated in her section.

Sadly this weekend, we didn’t spot her upon our arrival and did not inform the hostess of our preference.  We were quickly welcomed by the hostess, seated in her section and decided to go with it as it had been a while since we had Maleficent as our server.

Nowadays, we have a 2½ year old and a 7 month old in tow.  Bob Evans is a great place to get a full meal for a family without breaking the bank, yet another notch in the proverbial “pro’s” column.  (I mean, have you spent the same amount of money at Panera or Steak n’ Shake? It’s not even half of the food.  Maybe local heroes Eat’n Park can almost compete.)

Maleficent quickly came to the table and took our drink orders.  Our eldest ordered apple juice, I asked for an iced tea, and the wife went for water.  Our drinks were brought quickly and our waitress shot a nasty look to the table beside us as the hostess sat another family with 3 older children as she set our drinks down.  She came back a bit later to take our food order and my wife politely asked for straws which we didn’t get with our drinks and some crayons that weren’t included with our kid’s meal place-mat menu.

Maleficent Immediately huffed as she slammed down the straws and remarked that she didn’t have time to get crayons because she just had two other tables seated in her section.  We were only wanting crayons because it had taken her a while to come back and take our food order, well before anyone else had been seated in our section.

I forget exactly what the exchange was that followed.  I know my wife had mentioned that we had had several problems in the past with her service. I was pretty much shocked into jaw-agape silence at that point.  My wife ended with standing up to go speak to the manager, and Maleficent yelled (yes, yelled) “Lincoln, take tables 54 and 56!” or something to that effect.

After my wife came back from a conversation with the manager, one of the aforementioned customers beside us said “Wow. I can’t believe she told you no on the crayons.”  We gave the super-condensed version of our history with Maleficent as they continued in their wide-eyed disbelief.

Maleficent continued to serve that family, but we and another nearby table had been reassigned to a young man named Lincoln (Linkin?), on either Maleficent or the manager’s authority.  I wasn’t present for my wife’s conversation with the manager, but it was apparently full of knowing nods and angry head-shakes as she regaled the manager with tales of our past adventures with Maleficent.  I do know that my wife apparently characterized me as a madman about to lose all patience to bolster her point.  Perhaps that’s why the manager never came to the table to offer either an apology or an explanation.

Now, reading back on this, the story so far does sound like we are being absolutely ridiculous over the exclusion of two crayons for the amusement of our child who’s behavior, rearing, and amusement are wholly our responsibility.  Do you also see how the past history and an apparently poor attitude towards customers and a potential tip factor into this moment?  It must have been some serious shenanigans in order for the next table to notice.

The lesson I have learned is that we will keep crayons and a coloring book in our family vehicle for just such a purpose.  It is not Bob Evans’ responsibility to develop my child’s creativity and fine motor skills, nor to provide a means to pacifying the insatiable need for constant activity or the lack of patience to wait for a delicious prepared meal.  Despite evidence to the contrary, we were indeed prepared parents with our own plastic mess-prevention and environment-sterilizing place-mat for our son.  He can’t color yet, but he can shovel tiny bits of food into his mouth at a rate destined to require another kid’s meal sooner rather than later.

This leads us to Lincoln (Linkin?). Lincoln was certainly on top of his game after being saddled with two more tables in addition to his already presumably busy/full section.  He came through and delighted our daughter with a two-pack of pink and purple crayons. Lincoln took our order with a smile, brought the food out quickly with no conspiratorial kitchen issues, and was just all-around pleasant.  We even had to ask for a replacement fork as we had somehow lost one.  It was brought out amid a flurry of what I presume to be normal Saturday restaurant activity with no hesitation, and rather quickly.  We even got jelly on one request.

After our meal, we thanked him for being such an incredible server, and I remarked that I was glad he was so understanding because I was nervous about being labeled as some sort of problem after requesting a new server.  He indicated that it was not a surprise, happens regularly, and that he didn’t come to us with any preconceived notions.  He also added that people inexplicably (my words, not his) come in and request to be seated in Maleficent’s section and Maleficent’s section only.

We will request Lincoln’s section in the future, and barring that option we’ll just request not be seated in Maleficent’s section.  I can play that game.  We cleaned up as best we could from our inevitable child-induced mess, left close to a 50% tip, and found the errant fork before we left.  The table directly beside us (I assume the other table taken by Lincoln at the same time we were handed over) also rather audibly and publicly thanked Lincoln for being such a great server.  I’m not sure if they also had issues that we weren’t aware of?  I told the cashier how happy we were with our service upon checkout.

I don’t want to pick on a server.  I do want to illustrate the contrast between what I see as poor service as it relates to incredible service and how it didn’t seem to be any more difficult than you make it.  I do hope Lincoln is rewarded for a job well done and his overall attitude.  I’m sure it reflects in his work effort and in his gratuities.  I would hope that you can again pass this email along to all of the appropriate parties.  Area coaches and the store management, correct?  I really feel like we were nothing but polite and reasonable up until we were denied crayons, and we remained polite and reasonable immediately after that whole exchange.  That seems like an absolutely insane sentence for one adult to write to another.  Do I have a valid point, or am I just super way out of line here?

I would just drop the entire issue and move on, but Bob Evans is one of the few places that I can safely get a meal with my shellfish allergy, I can comfortably order anything on the menu (outside of the seasonal Lent-deathfish), it’s very close by, and I feel like we really get great value for a dollar when we dine at your establishment.

Last time you sent out some gift certificates.  Please save them this time.  I don’t want free food, I just want a stress-free dining experience.  If you must send gift certificates, can you direct them to a Pittsburgh charity that can give them to people who do perhaps need a free meal?  Thankfully I can put food on the table for my family while many others struggle to do so.  We need to get our butts out on a kids-eat-free promotional night if we want a free meal.

I realize that in the grand scheme of things, my complaints are trivial.  I realize that some would enjoy any meal regardless of the way in which it was delivered.  What if though, this had been that meal for someone?  What if this was one night out that they looked forward to and it was met with the kind of service that we regularly receive from one apparently disgruntled waitress?  Is this how Bob Evans wants to be perceived?

I plan to blog this adventure also.  I do less of that these days, but this seemed to be appropriately entertaining.  Of course, the names will be omitted or changed.

I also look forward to your response and insight.  Thank you once again for your time and assistance!

Just crayons?

-Eric

https://aixelsyd13.wordpress.com

me@my.emailaddre.ss

I can’t wait for a response.  Sadly, I see from the Yahoo! mailer daemon that Nate is no longer with Bob Evans.  I think I knew he outgrew them a while back.  I may try to ping it out to a few more people.  I have contacted others at Bob Evans in the past, during my pre-Wordpress days.  I even had someone send me a “safe” list of where things were cooked and what would be OK for me to eat while they had shellfish on the menu.  Overall they have stellar corporate customer service, but we just have this continual issue with a crazy server who reminds me of the mailman in the movie Funny Farm.

Bob Evans - Tuesday Night is Family Night

Tuesday Night is Family Night

(Another) Message from McDonald’s USA [ref#:6502666 & ref#:6521333]


I never got a reply from McDonald’s going any farther than the original “we’ll forward it to the appropriate party” email.  So, I decided to reply.  Nothing to lose, right?  Well, I couldn’t directly reply, because of the incredibly blunt “No ‘replies’ can be received through this mailbox. If you wish to contact McDonald’s Customer Response Center again, please visit our website at www.mcdonalds.compart of their email.  So, back to the McWebform I went!  I even included the fancy ref#:6502666.

Well, it apparently worked!

From: McDonalds.CustomerCare@us.mcd.com
To: me@my.email.address
Sent: Wed, December 9, 2009 5:09:19 AM
Subject: Message from McDonald’s USA

Hello Eric:

Thank you for taking the time to re-contact McDonald’s Customer Service Center. I’m sorry you have not yet received a local response regarding your recent McDonald’s restaurant experience.

Please know we take your comments very seriously. I will immediately re-contact the franchise owner of the restaurant you visited and request that he or she follow-up with you as soon as possible.

Please be assured your complete satisfaction is our top priority. Thank you for your patience and for taking the time to re-contact McDonald’s Customer Service Center.

Jimelle
McDonald’s Customer Response Center

ref#:6521333

————————————————————————————————————–

Please do not “reply” to this email response. No “replies” can be received through this mailbox. If you wish to contact McDonald’s Customer Response Center again, please visit our website at www.mcdonalds.com

————————————————————————————————————–

Are you finished with your holiday shopping? Even the person with everything gets hungry. An Arch Card makes a great holiday gift. For more information visit your local McDonald’s restaurant or our website at http://www.mcdonalds.com/archcard.

You wrote:

Hello,

Regarding my last message from Ashley at McDonald’s customer service… ref#:6502666

I was told not to reply to the email… hopefully that reference # can refer you to my earlier message.

I think it’s a very poor setup that you have… not being able to reply to emails.

Your message to me said “Because most McDonald’s restaurants are independently owned and operated, I have forwarded your comments to the franchise owner or local representative for follow up at the restaurant you visited. Please be assured that your comments will be investigated and, if appropriate, corrective action will be taken.

Secondly, although we did not completely meet your expectations, please know that our restaurant employees strive to maintain the highest standards of quality, service, cleanliness and value and it’s certainly nice to know that their efforts are appreciated. We want to recognize your complimentary comments and thank you for your kind words.

Was anyone at that McDonald’s contacted?

Will I get a reply?

And, then, it was followed up by this…

From: Sandra Jaeger sandra.jaeger@gmail.com
To: me@my.email.address
Sent: Wed, December 9, 2009 7:07:00 PM
Subject: Fwd: Follow up of e-mail for the West Liberty Avenue Restaurant

From: Sandra Jaeger sandra.jaeger@gmail.com
Date: Wed, Dec 9, 2009 at 7:02 PM
Subject: Follow up of e-mail for the West Liberty Avenue Restaurant
To: [complete@misspelling.of.my.email.address]
Dear Eric

I am the Customer Service Representative of the West Liberty Avenue Restaurant. I unfortunately did not receive your first e-mail.  Please fill me in on the situation.   I am located in the Pittsburgh area and will address all issues to the supervisors of this restaurant.
Sincerely,
Sandra Jaeger

How cool is that?  Ha ha ha.  An actual response!  Funny that it “didn’t get through” the first time.  Very funny.  Also funny that it went to a complete misspelling of my email address, those of you who have it will find it amusing.  There was a “.” where a “_” should be as well, as a few incorrect letters.  (Not transposed, incorrect.)

So, of course, I had to write back…

From: me@my.email.address
To: Sandra Jaeger sandra.jaeger@gmail.com
Sent: Wed, December 9, 2009 10:00:58 PM
Subject: Re: Fwd: Follow up of e-mail for the West Liberty Avenue Restaurant

Hello Sandra,

Thanks you for the reply!  I have always wondered if the emails that you get in reply to webforms at sites like the McDonald’s one are anything more than a standard form letter.  In reply to my first message, the response said “I have forwarded your comments to the franchise owner or local representative for follow up at the restaurant you visited.”  I had wondered if this really was the case…  Apparently not, until I took the time to reply with a second message asking if it had really gone any further.  I’m glad I took the time to follow up!

I  find it amusing that my original comments did not make it to you.  It makes me wonder how many emails remain unanswered daily when filtered through the McWebform.  This is not your problem though, as you are obviously concerned and addressing this issue now.

My original comments were regarding a visit that I had over a week ago now, in an evening stop at the McDonald’s on West Liberty Ave. in Beechview or Dormont or whatever the neighborhood may be there.

My original message was…

The crew in the place tonight seemed to be operating well, were friendly, and quickly as far as the food was concerned, but the parking lot was full of cars for the bar next door, and the men’s bathroom was disgusting.  Please see this link for a review & photos: http://www.urbanspoon.com/r/23/1346713/restaurant/Far-South-South-Hills/McDonalds-Pittsburgh

That pointed to a review that I posted on UrbanSpoon.com, which you can read here…
“Sadly, had the best service there tonight in years…” by ERiC AiXeLsyD (98 reviews)
November 29, 2009 – Doesn’t like it – Small crew tonight, decent night-time crowd, stopped for a late dinner, was served relatively quickly… fries were a perfect golden color and hot… burgers were OK, super-greasy but it IS McDonald’s. We were out at an event earlier, on the way home… had to use the facilities… but they were trashed. Stall #1 had no TP dispenser, the roll was on the back of the commode, and the bowl was chock full of the stuff. Stall #2 had a broken doorknob/lock mechanism. One hand dryer was stuck on, the other didn’t work, and both urinals were full of urine. I know they can’t control flushing… but periodic checks/cleanings and some repairs might be in order.  Just when I thought this place had their stuff together for once… My advice? When stopping here, use the facilities somewhere else. 1 person likes this review

…and these are the photos referenced:

Stall #1

Stall #2

I understand that the fact that at that time of night, there’s perhaps a smaller than usual crew, and that the West Liberty Ave. location is seemingly always busy.  I have been through the drive-thru at this time of night before, and it always seems slow, though it’s thankfully not as slow as the Wendy’s right down the street.  Those people have a whole different set of issues.  My friends and I call it “The Slow Wendy’s”.

I was just wondering what kind of cleaning & maintenance policies that you have in place?  Does management or ownership do any kind of inspection or follow-up?  Do inspections my the corporation ever occur?  I mean, surely you can’t think the photos above are an acceptable presentation of your restaurant chain?

I don’t know about you, but when I “gotta go”, it’s urgent!  The urinals looked filthy, si I opted for the stalls… one was stuffed, and one had a door that wouldn’t close.  I like to do my business in private, no interruptions.  Closing doors are a good thing!  Also… the lack of a TP dispenser, & the roll just being on the back of the thing…  I cannot imagine what would have happened had I needed to use that.  I mean, how uncomfortable would it be to reach behind yourself like that after…  Well, after doing your thing?

Thank you for your time, and the follow up.  I appreciate the fact that you took the time to inquire about the issue.

Sincerely,
-Eric

Maybe I should have included a link to the Wendy’s incident?  Not yet, my friends.  Not yet. I can’t wait to see what kind of response I get this time.  I love when it gets down to a real live person in charge of something.