But for the tl;dr crowd, basically the highlight of the evening was a friend ordering a medium burger, biting into it just for it to literally bleed into his mouth, causing him to be feel sick. I don't usually eat raw meat either, and I would have felt queasy, too. Snarky manager comes over, laughs when I tell him my friend was sick over the burger, and walks away. I get pissed and ask him over when we're paying, and just receive more rudeness. Customer Service 101 must not be in BJ's on the Water's training manual.
Under the cut is a letter I sent to their management later that evening.
Dear BJs on the Water management,
Let me first say that my family and I are often customers to your establishment when we visit Ocean City during the spring and summer seasons. It's always on our list of places to go when we are in the area. Usually the service is very friendly and the atmosphere a fun and welcoming one. I expected the same sort of treatment when I came into your restaurant with a group of friends this evening (Tuesday, June 2nd). However, I suppose that we are a younger crowd and deserve a less-than satisfactory service.
Our waitress was accommodating. She took our drink orders and recommended the spinach and artichoke bread bowl for an appetizer. Time passed, she came back and delivered our drinks, saying our appetizer was to be out in "a few minutes". Fifteen to twenty minutes later, it finally arrives to our table. Honesty, if she hadn't brought to our attention that it would be out in a few moments, it wouldn't have been an issue. However, since we were told it be out shortly, and it was not, we were irritated. I will, however, compliment on your bread bowl. It was honestly one of the artichoke bowls I've ever had. Our table ate the entire thing, in fact. Soon after, our entrees arrived. It seemed fine until we realized our vegetarian friend received a seafood salad instead of the Caesar salad she had ordered. She did not want to be fussy, and was going to eat around the seafood. I spoke up for her to address the mistake. The waitress was apologetic and quickly resolved the issue. However, another issue arose. Another friend in our party ordered a medium cheeseburger. Medium, meaning slightly pink. However, when he bit into his burger, it bled and tasted raw. He immediately spit it out, feeling physically ill, and actually left the restaurant to get fresh air. I'm guessing the waitress alerted the manager, as he stopped by the table to see what the issue was. As I explained how my friend began to feel queasy because of the raw meat he bit into, I was scoffed at and condescendingly apologized to. Honestly, it was offensive to be laughed at over such a serious matter. If someone is physically ill because of your food, it is not a laughing matter. I was so upset over the situation, we asked our waitress to send him over as we were paying our check. Again, I received more scoffing and him commenting that "if he wanted a well-done burger, he should have ordered it well-done", and that "eating one bite out of a raw burger couldn't have possibly made him ill". In fact, his proof on the matter was that "he had a burger from the same batch earlier that day, and it was perfectly fine". If I'm not mistaken, the customer is always right. To be laughed at over something of this magnitude is ridiculous. The manager placed his business card down on our table, showing that he was Marko Brodoway as he walked away from our table. I'm sure your company does not train their employees, especially their managers, to treat their customers in this fashion. I almost guarantee had I been here with an older crowd, this would not have been an issue and we would have had compensation. Instead, I suppose since we are a group of college students, we deserve to be treated like children.
I'm horrified by the quality of your customer service. A few in our group actually work in the restaurant business, from being hosts to being chefs. In fact, I work for the Clyde's chain, where we value all of our customers, no matter the age bracket. In this rocky economy, we have to appreciate every dollar that one will spend in our establishment. From what I witnessed tonight, BJ's on the Water does not do the same.
I am actually sorry at the situation that occurred this evening, as your establishment was one of my favorite restaurants to visit. However, the mistreatment is enough to make me not want to eat at your restaurant ever again. A customer is a customer, no matter the age. Perhaps that is something that Mr. Brodoway needs to be reminded of.