Author Topic: Bad Experience at Moon River Pizza  (Read 116403 times)

Dapperdan

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Bad Experience at Moon River Pizza
« on: March 12, 2009, 10:31:03 PM »
Let me preface this by saying I have been a big Moon River supporter since they opened.  I have referred many a  person there.Tonight I had an experience that may cause me to never go back. Let me explain.
 A group of friends and I watch movies once a month. We always meet at Moon River since it's a central meeting spot. My wife and I got to Moon River late, and as you know at dinner rush, the line can wrap outside the door. We understood this going in. My wife and I get there around 6:20 and by around 7 we are 3 back from the register. As we are standing in line a couple comes in and one of the waiters comes up to them personally and begins taking their order. I asked the waiter why they were serving them ahead of us and he rather nonchalantly said, " They work here," and then he proceeds to walk away to get their order. I just sat there kind of stunned that they would have this policy as the line now was even longer than when we first came in. I finally got to place my order and as I am waiting for it to arrive, I see that the employee is already being served his meal and is at his table. This really starts to irritate me.
 Finally a young lady gave us our order and I asked her if I could speak to a manager. She said she was the assistant manager. I explained why we were upset. She said she apologized as it wasn't her that did this. By this time, the original waiter that had allowed the employee to skip the whole line was leaning over asking what this was about. We told him it was about him allowing the other employee to skip. He then says  " what about it?" I asked him if it was policy that they allow employees to skip if the line is out the door. He said it depends and they occasionally do that. No other explanation was offered. Meanwhile the other girl was getting our money back. We didn't ask for that, and she was generally nice. The other waiter is now saying he sees nothing wrong with what was done. My wife point blank asked him if he cared that he allowed the employee to skip over 20 paying customers and he said no. He then started asking us rather loudly to leave. The assistant manager had to hold him back. I got upset, admittedly and called him some names on our way out. I do not like people yelling at my wife.  We both felt intimidated since the assistant manager did not ask him to be quiet or apologize to us or anything. She simply said it was best if we leave.

I have never had an experience where we were just trying to bring up an issue we thought management  should know about and the waiter cops such an attitude that he has to be held back as if he was about to jump us. Needless to say I am not going back. I also had issues with their line management. I did not bring that up. I have never seen a line handled more inefficiently.

I know we have a few restaurant owners on here. First of all, would you have let your employee talk to us like that? Second, don't you think you would know how to better manage a line than having one person take orders, take payment, get your drink, etc? If anyone from Moon River wants to respond to this and explain your self, I welcome that as well. I am talking to our movie group about meeting somewhere else that actually cares about its customers.
« Last Edit: March 12, 2009, 11:04:10 PM by Dapperdan »

Steve

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Re: Bad Experience at Moon River Pizza
« Reply #1 on: March 12, 2009, 11:01:54 PM »
Wow - this is a bit surprising.

I got there at about 7:40 (about), and the place was packed, but I thought they moved it really well (the line was literally 20 deep when I got in, and it was less than 10 minutes until I ordered).

While I can't speak to your experience (I wasn't there), I did notice that you never spoke to a manager (In a restaraunt, I would guess there is a pretty good difference between an assistant manager and the manager).  I would suggest that, but it seems like the crux of the issue was a crappy employee, and perhaps an inexperienced assistant manager who maybe should have handled the situation differently.  However, based on what you are saying, the assistant asked you to leave after things got heated.  She was probably just trying to diffuse the situation (not saying she necessarily did it the right way)

I realize I'm saying this from the confort of my couch, not in the middle of the situation, but that's what it seems like based on what you are saying.  If I were in your position, and this was the first time you had an issue, I might go back in at a less busy time very soon and talk to the manager (not the assistant manager).

Dapperdan

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Re: Bad Experience at Moon River Pizza
« Reply #2 on: March 12, 2009, 11:16:23 PM »
They started a 2nd line after we went through and had paid. Even that had some issues. When they opened up the 2nd line they called who ever wanted to come, and had skipped people who originally were waiting in line.

To add the same story my wife reminded me that while we were waiting in line they asked a older couple who were in their 60's to give up a table the couple was holding wanting to be "fair" to customers already waiting in line.

Thanks for the advice.

James

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Re: Bad Experience at Moon River Pizza
« Reply #3 on: March 13, 2009, 11:09:01 AM »
that seems pretty out of character with all my experiences, but there are times when I will drive up and then drive away to pizza palace because of the line, it never seems to move fast

David

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Re: Bad Experience at Moon River Pizza
« Reply #4 on: March 13, 2009, 11:16:54 AM »
The only negative I have about that place is I end up spending 30 bucks on pizza and drinks each time I go, but other than that it's delicious.

Oh and I guess the other negative is that it is teenage hipster f*#k central, so I could see them allowing line cutting and other blatant disregards for customer service.


« Last Edit: March 14, 2009, 08:36:24 PM by David »

David

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Re: Bad Experience at Moon River Pizza
« Reply #5 on: March 13, 2009, 11:21:44 AM »
that seems pretty out of character with all my experiences, but there are times when I will drive up and then drive away to pizza palace because of the line, it never seems to move fast

I can't stand the wait either. I usually dart over to the alibi for 1 dollar drafts and walk over every 30 mins to see if the line's improved.

Karl_Pilkington

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Re: Bad Experience at Moon River Pizza
« Reply #6 on: March 13, 2009, 11:23:39 AM »
their pizza sucks! my opinion only, but the dough is flat, flavorless and way too much flour.  The sauce has too much tomato paste and overall its mediocre at best, not sure of the facination with this place as there are way better pizzas in town and really, should anyone have to put up with being treated like that for trying to spend one's hard earned cash, not in my opinion.  
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Captain Zissou

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Re: Bad Experience at Moon River Pizza
« Reply #7 on: March 13, 2009, 11:58:15 AM »
Karl, where would you recommend getting pizza on that side of town?? Where would you recommend in general??

Johnny

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Re: Bad Experience at Moon River Pizza
« Reply #8 on: March 13, 2009, 12:20:36 PM »
Screw that, do those of you saying to return to Moon River work there?

Dapper, if that was your experience, you have every right to be upset. Though, I'm not in the restaurant biz, an asst manager should have taken control of the situation and never should a waiter turn into "tough guy" mode unless you slapped a waitress or something. Especially to talk to your wife like that, shoot, I may have busted him in the jaw if he spoke to my wife at all in that situation, especially with aggression...and I'm about as laid back as it gets.

My suggestion... put this as a review on all of the review websites out there (yahoo, aol, trip advisor, etc...) and never return. Tell everyone about your experience as well. That is way uncool. Their website doesn't even have a contact us page or anything, so you may want to still call them, let them know for constructive criticism purposes if you are feeling nice, but I'd be done with them if I was you.

Your cash will spend elsewhere
« Last Edit: March 13, 2009, 12:22:29 PM by Johnny »

BridgeTroll

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Re: Bad Experience at Moon River Pizza
« Reply #9 on: March 13, 2009, 12:45:08 PM »
I think you should give management/ownership a chance to make things right.  An owner or manager who cares about their business will take your complaint seriously.  Most likely they will be appalled and surprised, will offer a free dinner and promise to reeducate his staff.  If this is not the reaction you get and are dissatisfied with their response it is clear that you are "just a customer" and do not care.  Then it is time to never go back and spread the word about the service.  You yourself said you were a big fan of Moon River.  Give them a chance to show this was just a bad night for everyone... :)
In a boat at sea one of the men began to bore a hole in the bottom of the boat. On being remonstrating with, he answered, "I am only boring under my own seat." "Yes," said his companions, "but when the sea rushes in we shall all be drowned with you."

Johnny

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Re: Bad Experience at Moon River Pizza
« Reply #10 on: March 13, 2009, 01:14:31 PM »
I would normally agree with you BT, but the fact is, Dapper did request a manager and the management available witnessed the situation and asked them to leave. That's unacceptable, IMO.

Dapperdan

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Re: Bad Experience at Moon River Pizza
« Reply #11 on: March 13, 2009, 01:31:29 PM »
I think you should give management/ownership a chance to make things right.  An owner or manager who cares about their business will take your complaint seriously.  Most likely they will be appalled and surprised, will offer a free dinner and promise to reeducate his staff.  If this is not the reaction you get and are dissatisfied with their response it is clear that you are "just a customer" and do not care.  Then it is time to never go back and spread the word about the service.  You yourself said you were a big fan of Moon River.  Give them a chance to show this was just a bad night for everyone... :)

I honestly don't want to go back. There seems to be no accountability there. They can act however they want because it is locally owned, no corporation to complain to, and they are popular. So what if they loose two customers. She gave us our money back then asked us to leave so hot head wouldn't jump on us. I was so surprised and furious I did not know what to do. I am advising everyone I can to never go there. I don't want to go back and talk to management as I feel unsafe there now. If one waitstaff is mad at you, they will all be mad at you. Will I be able to trust the food they give me? I am done with the place, and have written reviews everywhere I can. I am thinking of calling Folio, and the Times Union. I am not sure if I have a story or not.

 I appreciate everyone's ideas here. I would also suggest trying another pizza place if you go there. I really think they could give a sh*& about customers. As was pointed out, there is no contact us button on their web site. Nothing will be done, trust me. If you look up their health inspections, their past two have been horrible. Employees scratching their head then turning back to the dough with bare hands, food left out, etc. My suggestion is to go to other places.
« Last Edit: March 13, 2009, 01:34:21 PM by Dapperdan »

BridgeTroll

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Re: Bad Experience at Moon River Pizza
« Reply #12 on: March 13, 2009, 01:51:08 PM »
I understand how you feel and your feelings are completely justified.  My only issue is an assistant manager is not really "management or ownership".  The assistant manager was likely just recently promoted from pizza slicer and does not have the welfare of the establishment as a high priority.

That said... I would always be nervous if someone spit on my pizza... :)
In a boat at sea one of the men began to bore a hole in the bottom of the boat. On being remonstrating with, he answered, "I am only boring under my own seat." "Yes," said his companions, "but when the sea rushes in we shall all be drowned with you."

Springfielder

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Re: Bad Experience at Moon River Pizza
« Reply #13 on: March 13, 2009, 02:03:57 PM »
That's a real shame you and your wife were treated with such disrespect, and it was completely unprofessional of every level. Not only should that waiter be fired, but the employee off duty should be reprimanded. It sounds like for the most part, the assistant manager tried to handle it with giving your money back, but she most certainly should've terminated that employee for yelling at you, right then and there. That's bad business all the way around.

I would write a letter to the owner, explain what happened and allow them the opportunity to try and make things right....not that he/she really can, but they should make every effort to make it up to you and starting with a major apology


Karl_Pilkington

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Re: Bad Experience at Moon River Pizza
« Reply #14 on: March 13, 2009, 02:07:28 PM »
Karl, where would you recommend getting pizza on that side of town?? Where would you recommend in general??

Well Al's is in the neighborhood and if you haven't tried the curry chicken pizza at Big Petes you're missing out.  Mickey's on Beach is my personal favorite as its straight up NY style, but I do enjoy the deep dish from Chicago Pizza on phillips hwy.  Sam makes a damn good pie at Casa Dora and his stuffed crust is really good.  The pizza from Angelos on University is also very good.  So as you can see there's a lot to choose from (pizza palace, not a favorite of mine, but not bad) and many of these places are very good to their customers, particularly Mickeys.

here's the link and I've got nothing to do with this place, its just good food http://www.mikeyspizzajax.com
« Last Edit: March 13, 2009, 02:12:49 PM by Karl_Pilkington »
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