Blue Moose Pizza Vail

Mr [redacted] ,I apologize if you felt we did not understand your frustration over your interaction with the manager on duty that day or over the fact that she brought over a small pizza rather than a large replacement pizza As I mentioned, we have taken your feedback and used it to review with both our management and serving staff teams in an effort to discuss the issues that occurred and how we can do better next time Offering a large pizza instead of the small you received was definitely one of those items we covered So again, thank you for the opportunity to address that and additional talking points with our staff It is the only way we can improve for future guests.All of that said, I would like to clear up a few additional items I am surprised to hear you feel you have received little response or reparation for the experience To begin, we comped all of the pizza referenced in this review from your tab, totaling $Additionally, thus far you have received contact from our manager, our Communications Manager and myself, the President of the company We have tried to reach you via email to further discuss your experience and you have chosen only to reply here instead I would again state that I feel that kind of follow up from a company, as well as our efforts to use these reviews with our staff to learn, train and do better, reflects great business practices, not something warranting a report to the Revdex.com I would additionally agree with you that in almost all cases the customer is always right However, I have stressed to our teams that they deserve to be treated respectfully Your behavior of shoving pizza in to our manager's face isn't what I would consider respectful behavior and I do not blame her for being upset by that action She actually composed herself given the situation and handled it quite well in my mind Though the customer is right and we always aim to provide an incredible experience for our further found and contacted our General Manager directly through her personal facebook account Again, not what I would consider respectful treatment of our staff, especially given the fact that you clearly had several other manners by which you were able to contact both our management team and our Communications Manager.I do apologize for your experience Mr [redacted] I truly do I wish that you were able to receive the great and memorable experience we aim to provide to all of our guests at the Vail Blue Moose We clearly fell short in that regard but we did take action at that time to assure you did not pay for those pizzas, we did follow up with you regarding your feedback and we did use your feedback to follow up with our staff and work to improve Based on that, I do feel we have responded appropriately and am sorry you do not feel the sameBest Regards,Sarah F*

To Whom It May Concern,We were very surprised to see that Mr*** had lodged a complaint with the Revdex.com. Though there were some issues that occurred during Mr***'s visit to the restaurant, we have responded to Mr*** via email in an effort to thank him for his
feedback and have followed up on all points with our management team and Blue Moose staff. We have also asked for any additional feedback he would be willing to provide so we can be sure to follow up on all that occurred during his time at the restaurant. Mr*** did have one of our new servers, and though that is not an excuse for any missteps that occurred, it did start the situation off on the wrong foot in this instance. He should have explained to Mr*** that we were unable to serve him a pizza that was not fully cooked through. To begin, our manager is correct, to serve a pizza that may not be fully cooked is a health concern and something we are not allowed to do for that reason. Additionally, our pizzas are cooked in an oven that passes the pizzas through for a consistent amount of time, creating a pizza cooked evenly on the top and bottom. It is not an oven where we are able to put the pizza in for a time and pull it back out as a result. Definitely a training issue with our server, as he should have explained that to Mr*** at the onset. The server being a brand new server had also not yet met our General Manager Meg, as she is over two of our locations and with it being a busy holiday week, was pulled to the Beaver Creek location as this new server started on. Again, not an excuse for what occurred, but rather an explanation. Unfortunately in the resort business there is a very quick onboarding process as the restaurants begin to get busy and training is a constant work in progress as a result. This is a very good example of that exact situation.Our Manager Kelly was truly trying to help the situation, though it appears as it came off differently to Mr***. We do apologize for that, but in asking if he was happy with the pizza he had at the time or if he would like her to put in another complimentary pizza for the family, she was truly trying to resolve the situation. Not further upset the guest. She is one of our stronger managers and felt badly if her intent was read in any other manner.We took all of Mr***'s comments to heart, as we do all of our guest feedback. It is our number one tool to address any issues or identify needs for adjustment or additional training and we are always very appreciative for the opportunity to do so. We use all guest comments to review with our staff and then discuss how we could have handled differently and better in the future. We have already done so with Mr*** multiple reviews.All of that said, in the restaurant business, with the number of guests we see each day and each year, from time to time, mistakes are going to happen and unfortunately some guest experiences may be impacted as a result. We try to avoid it as much as possible and do all that we can to assure our guests have a great and memorable dining experience but clearly that did not happen in during Mr***'s visit and for that I am truly apologetic. We have taken every measure since hearing his review to address the few training points that could have helped avoid this situation and will look to improve upon all with our future guests. We have also reached out to Mr*** in an effort to resolve the issue. Based on both those things, I strongly feel there is nothing about this situation that is deserving of a complaint lodged to the Revdex.com or that demonstrates consistent poor business practices. I actually believe the way our team responds to feedback and to our guests would fall in the exact opposite category, as a great and responsible business practice, and I would hope that the Revdex.com feels the same.Please feel free to contact me with any additional comments or with any questions about the situation.Sarah F*GROUPRestaurantsPresident***

Mr. [redacted],I apologize if you felt we did not understand your frustration over your interaction with the manager on duty that day or over the fact that she brought over a small pizza rather than a large replacement pizza.  As I mentioned, we have taken your feedback and used it to review with both our management and serving staff teams in an effort to discuss the issues that occurred and how we can do better next time.  Offering a large pizza instead of the small you received was definitely one of those items we covered.  So again, thank you for the opportunity to address that and additional talking points with our staff.  It is the only way we can improve for future guests.All of that said, I would like to clear up a few additional items.  I am surprised to hear you feel you have received little response or reparation for the experience.  To begin, we comped all of the pizza referenced in this review from your tab, totaling $41.90. Additionally, thus far you have received contact from our manager, our Communications Manager and myself, the President of the company.  We have tried to reach you via email to further discuss your experience and you have chosen only to reply here instead.  I would again state that I feel that kind of follow up from a company, as well as our efforts to use these reviews with our staff to learn, train and do better, reflects great business practices, not something warranting a report to the Revdex.com.  I would additionally agree with you that in almost all cases the customer is always right.  However, I have stressed to our teams that they deserve to be treated respectfully.  Your behavior of shoving pizza in to our manager's face isn't what I would consider respectful behavior and I do not blame her for being upset by that action.  She actually composed herself given the situation and handled it quite well in my mind.  Though the customer is right and we always aim to provide an incredible experience for our further found and contacted our General Manager directly through her personal facebook account.  Again, not what I would consider respectful treatment of our staff, especially given the fact that you clearly had several other manners by which you were able to contact both our management team and our Communications Manager.I do apologize for your experience Mr. [redacted].  I truly do.  I wish that you were able to receive the great and memorable experience we aim to provide to all of our guests at the Vail Blue Moose.  We clearly fell short in that regard but we did take action at that time to assure you did not pay for those pizzas, we did follow up with you regarding your feedback and we did use your feedback to follow up with our staff and work to improve.  Based on that, I do feel we have responded appropriately and am sorry you do not feel the same. Best Regards,Sarah F[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] First of all, I realize that in business practices, especially the restaurant industry, that you can't always please everyone. The stance that Blue Moon is taking fails to recognize the main issue was not the undercooked pizza, it was the combative attitude of the manager. We were a party of 8 ordering plenty of food, when the pizza was sent back it was because it was overdone AND dried out..not enough bbq sauce to moisten it. For Kelly to bring back a SMALL pizza with total attitude and when questioned insinuate that we'd eaten half of the original which was NOT the case..was infuriating. The pizza was being shared amoung 4 people..when it originally was brought out the first time..of course all 4 people took a piece..leaving it "half eaten"..however the pieces hold only a bite taken out of each then discarded..it was our groups consensus that the pizza was inedible. I am still stunned she had the audacity to bring us a SMALL pizza and then pull attitude when questioned. Her demeanor in asking if I was happy was not condusive to a manager trying to please the guest..it was take it or leave it and as our server watched her interactions with us..he then began to pull attitude by rolling his eyes when we asked what the name of the GM was.  I've worked in the restaurant industry as well as my wife extensively..never seen such an "in your face" manager and apparently failed to learn "the customer is always right" no matter what the situation is. So far all I've received from then is empty words..nothing has been offered to resolve such a bad experience. The check should've been comped..that's how a real business works..plus it ruined an entire day of our vacation.