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Bobby's Burger Palace

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Bobby's Burger Palace Reviews (2)

April 21, 2014
To Whom It May Concern:My name is [redacted], end I am In charge of Customer Service for Bobby's Burger Palace.We do have a policy that our guests order at our counter with a cashier (located in the front of the restaurant), receive a table tent number and...

take a seat. We ask that guests do not take a seat first before ordering to ensure that every guest can have a seat when his/her food arrives. We have this policy written on our front door window which states:Do the BBP1231)    Get In Line2)    Place Order3)    Take a SeatWe have this policy in place because we have limited number of seats; therefore, the flow of the guests ordering and the food/drinks being delivered works very well and naturally if the policy is adhered to.I spoke with our manager, [redacted], who was the manager at our BBP location in [redacted], MD location on February 22, 2014 around 1pm. He says that he did not act in a rude manner and did state the policy to the guest and asked kindly if the guest would please remove herself from the seat for other guests who had ordered before her party had ordered. This occurred during a very busy lunch rush on a Saturday, which happens to be our busiest time during the week. [redacted] indicated that he was hospitable and understanding but was merely stating our policy and trying to provide the best service to all of our guests.I sincerely apologize that the customer making this complaint had a negative experience. If she would like to speak to me over the phone, I would be more than happy to speak with her.Thank you,

Review: This incident happened Feb 22, 2014 around 1pm at the Bobby's Burger Palace (BBP) at [redacted] Mall, [redacted] MD. While my husband was in line getting our order, my mother and I went to find seats and so when we found 3 available seats, I went back to the line with my husband while my mother waited in the seats. The Manager approached my mother and asked if she has ordered already and my mother replied that her son-in-law is ordering. The Manager told my mother, who is 67 years old to get up on her seat and that she cannot hold the seats and told her rudely that it is their policy. My mother told him that she was just there few weeks ago and was not told about that policy and my mother said that she could not believe it and will complain and talk to Bobby Flay and the Manager replied to her "I don't care, you have to get up of your seat and thats our policy." That time my mother was upset and the Manager left and when I came back she told me what happened and she didnt know what to do. Then the Manager came back to us and that time my husband was next to be served by the Cashier. Again, the Manager told us to get up of the seats and I said that my husband is next to get his order and he said that He is still in the line and have not gotten the order, and I will call the security to get you out of the seats because you dont have your order yet. I asked him where is the policy and the sign that "Wait To Be Seated." In addition, there were no people who ordered already with number looking for seats and if there are we were willing to get up. Another customer was rudely asked to get up of the seats also, who has kids. My mother who is 67 years old, diabetic, and picky eater and asked us to eat in this place because she likes the burger here and was rudely treated like this type of service? I went and asked my husband to get off the line and told him the situation and we left the restaurant. We said we work and pay our taxes and we dont have to be treated like this for a $7.75 burger! We like to eat where we can enjoy and treat as human, cheap or expensive restaurants. If a restaurant has good food, this policy is not even necessary! I dont have to state my educational background and my professional position, and to have nice clothes to understand the policy. This is worst customer service. I understand and follow policies myself at my work too and implement it with other people. There are circumstances in any work that can get resolved in humanely and kind way.Desired Settlement: Bobby Flay's apology and the Manager who worked that time at the stated location and for BBP to reconsider this policy, which is unnecessary. And this is for Revdex.com for other costumers information.

Business

Response:

April 21, 2014To Whom It May Concern:My name is [redacted], end I am In charge of Customer Service for Bobby's Burger Palace.We do have a policy that our guests order at our counter with a cashier (located in the front of the restaurant), receive a table tent number and take a seat. We ask that guests do not take a seat first before ordering to ensure that every guest can have a seat when his/her food arrives. We have this policy written on our front door window which states:Do the BBP1231) Get In Line2) Place Order3) Take a SeatWe have this policy in place because we have limited number of seats; therefore, the flow of the guests ordering and the food/drinks being delivered works very well and naturally if the policy is adhered to.I spoke with our manager, [redacted], who was the manager at our BBP location in [redacted], MD location on February 22, 2014 around 1pm. He says that he did not act in a rude manner and did state the policy to the guest and asked kindly if the guest would please remove herself from the seat for other guests who had ordered before her party had ordered. This occurred during a very busy lunch rush on a Saturday, which happens to be our busiest time during the week. [redacted] indicated that he was hospitable and understanding but was merely stating our policy and trying to provide the best service to all of our guests.I sincerely apologize that the customer making this complaint had a negative experience. If she would like to speak to me over the phone, I would be more than happy to speak with her.Thank you,

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Description: Restaurants

Address: 7101 Democracy Blvd, Bethesda, Maryland, United States, 20817

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