Catering hell on Super Bowl Sunday
Catering hell: If you can’t stand the heat – don’t OPEN a kitchen!
Wow, some Hoboken residents got shafted during their Super Bowl party this past weekend. You’d think that if someone opens a food service business (and touts themselves as being super-duper awesome), that they’d have their shit together. Apparently not – as you’ll discover from this “game day” horror story.
“I’d like to share a Super Bowl catering disaster from Tony Boloney’s.
We ordered Super Bowl catering from Tony Boloney’s this year. I called them a week ahead and they took down all the information needed. It seemed like everything was in order. The delivery was scheduled for 6:00 on Sunday evening.
The Super Bowl came, and the food was nowhere to be found. 6:00pm passed. Then 7:00pm, I decided to call. First, I called their main line. I waited for 10 minutes, hung up, called back, waited 10 minutes again, and nothing. It went to an automated system and just left me on hold with a song in the background.
I tried calling their catering hot line (separate from their “main” line.) No one picked up, so I left a message. You’d think on Super Bowl Sunday, their Super Bowl catering hotline would have someone. But nope. And no one ever called back.
Finally, an hour and a half later and no response, call back, or anything, we gave up. We ordered somewhere else (Pizza Republic) and got our food in an hour. (Great job by Pizza Republic by the way!)
Tony Boloney’s left a bad impression on us. To take our order, yet not have an active phone number to contact is a complete joke. I will never be ordering from this place after the complete let down of not having food delivered to my party. Just a bad job, and I’m just so curious how an order could not only be forgotten, but how we couldn’t contact anyone the day of a big ordering event.”
Technology to blame?
So apparently – a whole bunch of people were “affected” by Tony Boloney’s reliance on modern “technology.” And as a result – offered a deep apology to their (possibly former) customers. After you read this – perhaps everyone should have a contingency plan ready to go at ALL TIMES. As well as BACKUP COPIES of everything. Like your contact info on your phones. Can you recite ANY of your friends phone numbers?
Anyway – here’s their apology:
“At Tony Boloney’s we spend everyday making from-scratch grub & try to offer the best customer service, delivery of our food, and overall experience 100%.
Yesterday, Superbowl Sunday, was not a reflection of the above.
In our Hoboken Store, our computer system went down at around 2:30PM; this included phones, computer system, ability to print kitchen tickets, see customers orders, look at pre-orders, etc… We resorted to writing tickets by hand, using our cell-phones, trying to go through order email inquiries and trying to contact customers, etc… It was a nightmare across the board.
Although most customers still received their orders on-time, there were some that waited hours, or never received them at all.
We take full responsibility for any orders and refunds that will need to be issued due to this, and want to make sure that our customers are taken care.
We fully understand that the last thing our customers want to deal with, especially on a big day when most host a big party or are guests at one, is having to worry about where your pre-ordered food is.
That is our job, and again, take full responsibility.
Everything we do at Tony Boloney’s is focused on making sure customers are #1 along with their experience. We know you have expected this from us, and we are making sure we are taking all appropriate steps to make sure this never happens again.
We have spent all morning on the phone trying to recover customer orders, and we will be spending all-day contacting customers. If you are one of them, please call the store directly as we want to make sure you are taken care of.
Owner, Tony Boloney’s”
One more thing (in relation to the highlighted portion above): This is a keen example to people “forgetting” how things used to be done – and their ineptitude without technology. You can tell, because the owner used the word “resorted,” as if it was PURE HELL actually “writing” something down. Go to ANY old-school place (like Biancamano’s for example), and they ALWAYS take their orders BY HAND and RARELY fuck anything up (especially with that kind of magnitude).
Perhaps those reliant on computers and technology can learn something?
I doubt it (just remember all the zombies after Hurricane Sandy who were helpless without their iPhones?)