Tag Archives: follow up

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:


                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:


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?




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

Bronco Scores Again!

Well, I didn’t get Jalapeño Bites back at Arby’s yet, but I did answer a tweet from Radio Shack… and it got me a free T-shirt and some moral support for the cause!  Messing around on Twitter & insanity are well rewarded these days, I guess.

I DM’ed them and told them of me real name and my cause.  I think more companies are engaging people personally & directly with Twitter like this, and it’s a great thing.  Who doesn’t like free stuff?

Today the mailman delivered some goodies…

Bronco Jalapeño wins a Radio Shack T-shirt!

Free stuff!

The card s pretty cool too!

Eric, While this shirt can't replace Arby's jalapeño poppers, we hope it comforts you through your withdrawal. Thanks for tweeting at us and for being a fan. Tweet us a pic of your new duds when your shirt gets there. Thanks again! - Billy

@Bronco_Jalapeno #ThanksRadioShack...? Yes, yes he does.

Hilarious.  How fun is that?  I do need some soldering stuff, I guess it’s off to Radio Shack for the stuff next time I need it!  (I might get a couple of capacitors to mess around with.)

So, thanks to Radio Shack for being cool, for the laugh, & for the T-shirt!

Bronco Jalapeño Rides Again!

So my friends, Arby’s is true to their word.  They said they’d send me some Bronco Berry Sauce, and they sure did.  (By the way, Bronco Jalapeño is my thinly veiled alter ego in case you haven’t been following along.)

I walked into the house today and saw this rather large box on the couch where I normally sit.  My wife had arrived home a little while earlier, and brought it inside.  FedEx dropped it off on the front porch earlier in the day.

I saw my name, then the Arby’s logo, and I could hardly contain my excitement.

A case of Arby's Bronco Berry Sauce

...For me?

I mean, I thrive on the ridiculous, and this is most certainly ridiculous.  This couldn’t be a box full of Bronco Berry Sauce, could it?  Indeed, it could.  Absolutely ridiculous.  Personal supply?  I mean, I like to eat but…

240 Packs of Bronco Berry Sauce!


That is a whole lot of horses and berries!  Well, it would be… if Bronco Berry Sauce actually contained any broncos or berries.  The label on the box says that it’s 240 1.5 oz. containers of this decadently delightful dip.  It also contained this lovely letter…

Dear Mr. Carroll,   Your voice has been heard!  Believe me; no one takes sauces more seriously than Arby's. And, we know how a craving for our succulent Bronco Berry Sauce can send a person over the edge when they can't get their fix.   So, never fear. Arby's Bronco Berry Calvary has personally secured a box of the top-secret sauce just for you. Think of it as your own personal stash to satisfy that craving whenever and wherever it hits you.   Now, we know that your demands also included bringing back Jalapeno Bites to the Pittsburgh area. And, as you uncovered, restaurants in each market determine whether to serve the fiery goodness of Jalapeno Bites or the equally as delicious Loaded Potato Bites. While we cannot reverse the "Bites" decision at this time, we have shared your passion for the pungent peppers with the Marketing Team.   We hope that our small gesture has eased your pain and that you will reconsider your sauce sit-in.    Sincerely,  Hala Moddelmog President

Hala Moddelmog

Hala Moddelmog, President of Arby's

A letter from the President of Arby’s?  Hala Moddelmog rules.  I mean, I don’t see the presidents of McDonald’s, Wendy’s, or Pizza Hut responding to a crazy person on the internet with such individually directed kindness & generosity.

I’m obviously going to need help finishing this case.  It expires in June, so I highly doubt we can get through it all.  Want some Bronco Berry Sauce?  I’m willing to share what is now a rarity in our region.

I’m saddened by the news that Jalapeño Bites won’t be returning to Arby’s in Pittsburgh any time soon, but I do believe that my emails have actually been passed along.  I will pass on the Occupy Arby’s sauce sit-in.  But I still may write a song, even if no one helps me.

Perhaps the song will be the thing that puts our market managers and the marketing team over the edge.  I’ll have to write to my new friend Ms. Moddlemog, and see exactly where to direct my comments.

I almost want to build something out of them.  It looks like 1 or 2 popped (or was squeezed) open, but it’s an acceptable loss.  I mean, it was free.  We had some Bronco Berry Sauce tonight with a few Tyson chicken tenders for dinner in lieu of boring old bottle barbecue sauce.

Bronco Jalapeño’s appetite may be satisfied for now, but my quest is not over.  Arby’s in Pittsburgh, are you listening?  Bring back the Jalapeño bites!  This potato bite shenanigans is just that, shenanigans.

To follow the story from the start, check out these posts:

  1. Arby’s :: Bronco Berry Sauce®
  3. You may call me… “Bronco Jalapeño”
  4. Conflicting Information from Arby’s… (Help Bronco Jalapeño write a song!)

Conflicting Information from Arby’s… (Help Bronco Jalapeño write a song!)

So, on one hand… Arby’s is trying to placate the great Bronco Jalapeño with the promise of personal gain.  I think.  They don’t flat-out say that, but that’s what I read from it.  What do you think?



So they intend to silence the great Jalapeño with a free sample or some coupons?  Perhaps with just their word?  I have not received a reply to the tweet yet… and I’m not sure how they would send a supply of Bronco Berry Sauce as I don’t think Bronco Jalapeño has an address… unless they know that I am Bronco Jalapeño… (which isn’t too hard to figure out) but then again I don’t remember if I provided my address in their contact form, and they haven’t reached out to ask me for it.

On the other hand, I received this email…

From: “customerservice@arbys.com” <customerservice@arbys.com>
To: me@my.email.address
Sent: Tuesday, March 27, 2012 10:20 AM
Subject: Customer Feedback #474233

Dear Mr. Carroll,

Thank you for your comments regarding our Bronco Berry Sauce.  Our customer’s input and comments are always welcome and very important to us. We use this information to guide the decisions we make about our brand and our products. We have shared your comments with our Menu and Product Development team for future consideration. Also, Bronco Berry sauce is not available for retail sale.

 If you have any additional questions you can give us a call at 800-599-2729.

 Thank you again.

Arby’s Customer Relations

Allow me to translate a few key lines…


No hat is too big for Bronco Jalapeño!

“We have shared your comments with our Menu and Product Development team for future consideration.” means a couple of things:

“We’ve shared your comments” means that it’s off of their collective customer service desk, so they consider the issue resolved, and can blame any further lack of progress or answers solely on the “Menu and Product Development team.”

“For future consideration” means I won’t get a reply from them either, and this will most likely go ignored, completely negating the statements “Our customer’s input and comments are always welcome and very important to us. We use this information to guide the decisions we make about our brand and our products.”

Perhaps I’m too cynical.

Also, Bronco Berry sauce is not available for retail sale” means “too bad for you!”

Oddly (or perhaps not), the # 474233 indicates a second query when I still have no answer to the first… # 473197.

I’m not sure if Arby’s communicates well internally…

So I’m not sure what’s up there.

While we wait for clarification, will you help Bronco Jalapeño write a song?

It can be a protest song, maybe an old west ballad folk-type thing.

You may call me… “Bronco Jalapeño”

So, Arby’s never did respond.  It’s been over a week.

From: Eric <me@my.email.address>
To: “customerservice@arbys.com”
Sent: Wednesday, March 21, 2012
Subject: Re: Arby’s Feedback #473197

Hello friends,

It’s been a week, and I haven’t heard back from my feedback submission…  #473197.

Any hope of some answers?

.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI

I did get this engaging missive after I inquired about a response using my trusty tracking number…

From: “customerservice@arbys.com” <customerservice@arbys.com>
To: me@my.email.address
Sent: Wednesday, March 21, 2012
Subject: Arby’s Feedback #473197 Follow-Up

Dear Arby’s Guest,

This e-mail is related to your feedback tracking number 473197.

In order to better serve our customers, we would like to know if you have been contacted by a representative of Arby’s in our efforts to resolve your issue or answer your question.

We appreciate your comments and will use them to improve the overall experience of our customers at our restaurant.

Arby’s Guest Feedback Team

So I wrote back (again)

From: Eric <me@my.email.address>
To: “customerservice@arbys.com” <customerservice@arbys.com>
Sent: Wednesday, March 21, 2012
Subject: Re: Arby’s Feedback #473197 Follow-Up


I have not been contacted.  That’s why I wrote again.  Should I include a copy of my 1st email?

.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s’tI

Is it just me, or was the purpose of my original email to state that I had not yet received a reply?  Yet, that asked me if I had received a reply?  Are you even reading these emails, Arby’s?

And that (of course) has gone unanswered again.

I even tried Wendy’s because they once owned part of Arby’s

From: “Domyan, Amanda”
To: “me@my.email.address” <me@my.email.address>
Sent: Wednesday, March 21, 2012
Subject: arbys


 I’m sorry they have not responded to you, but Wendy’s and Arby’s are actually not joined together any longer.  We separated about 3 years ago.

 Amanda Domyan

Consumer Relations
One Dave Thomas Blvd.
Dublin, OH 43017
614.764.6800 (Office)

Obviously no help there.

This is what happens when I think out loud, or in type…

Heh. Yeah. @Bronco_Jalapeno was born.

This is America, where the crazy vocal fringe minority gets their way.  Let’s get this done, OK?

Arby's Sign

If the sign says it's delicious, it must be delicious... Right?