Boston Market Restaurants Customer Service Issues

During my recent visit to Boston Market at [redacted] Beracasa Way in Boca Raton, Florida on 8/27/18, I encountered an unusual experience. When I ordered a 3-piece dark meal with thighs only, the server required manager approval. The manager personally prepared my meal by taking three thighs and cutting them in half. The server mentioned that the smaller size was due to chickens being smaller now, which was puzzling as I have previously enjoyed plump and juicy thighs from there. This situation left me questioning the change.

I visited your restaurant on 11/10/[redacted] at 6:43 pm at Store #[redacted] in Houston, Texas. Upon receiving my order (being the only other patron in the restaurant), I couldn't find a clean table. I had to request one at the front, and the young lady who cleaned it didn't appear pleased. Later, a woman arrived with 5 children, approximately aged 10 to 15. One child went behind the counter and served himself a plate (while customers were waiting in line!), while the woman and another child also went behind the counter to chat with employees near where meat is being prepared. This behavior is concerning. I disposed of my food and have decided not to return. I've notified the Health Department about this incident. I will share my experience with my neighbors so they can make an informed decision about dining at this Boston Market location.

On November 23, [redacted], my family and I visited the Boston Market located at [redacted] E Independence Boulevard in Matthews, North Carolina. We arrived near closing time at 8:15pm, despite their 8:00pm closing time. Unfortunately, the turkey we were served seemed to have been put away in trays and then brought out in pieces, making it cold and unappetizing. The manager became visibly upset with the helper for mishandling the food storage and not attending to the customers. The pieces of turkey were shredded and cold, the stuffing had an unpleasant taste, and the side order of sliced potatoes was more like mashed bits and cold as well. The interaction with the staff was disappointing as the helper seemed uncooperative and the manager appeared bothered by simple requests, such as salt packets. All of this led to a very unsatisfactory dining experience, especially since my pregnant wife couldn't eat the food, resulting in $38 wasted. I am seeking a full refund from Boston Market for this poor service.

Regarding the Cross County Shopping Center in Yonkers, NY, I'll keep this brief. The signage and entrance setup for this store are inadequate and confusing. I initially felt foolish passing by the entrance and two other doors only to struggle with a locked exit door. To my relief, the couple in front of me faced the same issue. Once inside and seated at a window table, I observed with amusement as SIX others went through the same bewildering experience trying to enter the store. It seemed to be a source of entertainment for the staff, who chuckled as two women struggled with a different door. In my ten-minute visit, I witnessed this happen six times, and I can only imagine how many others faced the same confusion. As someone who frequents various establishments for work, this setup is the worst I've encountered. I have never encountered such issues at other Boston Market locations. Please address this before my next visit! I hope this feedback is helpful; kindly consider it. [redacted]

During my recent visit to the drive-thru, I encountered a very unpleasant situation. The employee, Renee, was extremely rude and unprofessional. Despite my speech impediment, I tried to place my order, but she impatiently told me to let her know when I was ready. When I began speaking, she claimed she couldn't understand me, although she repeated my words back to me. Feeling frustrated, I proceeded to drive around to reorder, but she continued to act as though she couldn't comprehend my order. Throughout the interaction, she displayed disrespectful behavior by rolling her eyes and making gestures indicating her annoyance. This negative experience was a stark contrast to my previous visits to the store, where I never encountered such treatment. It was disappointing to have my order changed due to a lack of dark meat, resulting in receiving white meat for most of my items. The way I was treated in front of my children was unacceptable.

I want to share a commendation instead of a complaint! I completed a survey hoping to name specific staff members, but couldn't find the option. I commended the team ([redacted]). Azra, an outstanding public relations representative, and the site manager, a gentleman whose name I unfortunately didn't get this time, both deserve recognition. I usually remember his name, but not today, my apologies. These individuals should be acknowledged. - Stephanie Paulmeno, MS, RN, NHA, CCM, CPH, CDP

My recent restaurant experience was the absolute worst. Despite arriving just 5 minutes after the estimated pickup time for my online order, I ended up waiting an additional 30 minutes. When I approached the online pickup area, I was ignored for 10 minutes by employees chatting nearby, even when they finally stopped, I was greeted impatiently. The woman I gave my information to bluntly told me others were waiting too. As my wait continued, I saw her mishandle food, dropping items on a dirty counter and placing them back on the plate. The whole ordeal was unsatisfactory, especially for an online order. No apology or thanks were given. Despite one employee, Ronda, being a positive encounter, the overall experience was disappointing. I won't return to this location or possibly even the entire chain. This issue needs addressing promptly.

I visited Boston Market for a Family Meal Sunday Dinner and was highly disappointed with the food quality, temperature, and taste. I felt the meal did not meet Boston Market standards, possibly being leftover from the previous day or not held at the right temperature. After speaking with the Manager on Duty, Valerie Simmons, she offered me another meal, but I couldn't pick it up that day. When I called back later, I spoke to a different manager, Karen, who explained the procedure for receiving a complimentary meal. I would like a full refund of $38.48 or gift certificates to rectify this situation. It's important for me to share my feedback as a longtime Boston Market customer to ensure the quality of the food served at Store [redacted]. Though I've never complained before in my 15 years of patronage, this experience was unsatisfactory. I hope Boston Market can address this matter and restore my faith in their services. Respectfully, Mrs. Kinnebrew.

Hello, my name is Sommer, and I visited the Boston Market in Cranston, RI yesterday around 4 p.m. My family and I typically dine there once a month due to the consistently delicious and fresh meals. Unfortunately, last night's visit was disappointing. I ordered two half chicken meals, a children's meatloaf meal with a side of gravy, and my favorite pot pie. Despite living approximately -0 minutes away, all the food was ice cold upon arrival home. I had to reheat everything in the oven, resulting in dry Mac n cheese and a pot pie lacking its usual gravy. This location has always provided great meals, and I usually have no complaints. I spent around $40, but this time, the meal fell short of expectations. I wanted to share this experience with someone.

I haven't visited Boston Market lately due to the noticeable price increase and smaller portions. Recently, I heard about their new sandwiches, so I decided to give them a try. When I asked if they could substitute turkey for chicken, the staff said it wasn't possible, which surprised me. I even clarified that I was willing to pay any extra cost if necessary. Unfortunately, the ladies insisted they couldn't accommodate this request, claiming they couldn't replicate the sandwich with turkey. After this disappointing experience, I left and opted to eat at Panda Express instead. It looks like I'll be avoiding Boston Market for an even more extended period now.

Dear Sir/Madam, I strive to enhance our student-athletes' growth academically, athletically, and within the community through our coaching program. To provide the best experience, our Brecksville-Broadview Heights wrestling team needs additional funding for top-quality facilities. Over the past decade, our team has excelled in national rankings. To maintain this success, we need to update our practice room, primarily replacing our wrestling mats. These upgrades are crucial due to the heavy usage by our high school, middle school, and youth programs, as well as for other activities like physical education classes and cheerleading. Purchasing new wrestling mats is a significant investment. Therefore, we kindly ask for donations to help the Bees Wrestling Club reach this goal. As a nonprofit organization with tax ID #46-[redacted], any contributions would be greatly appreciated. If you can support us, please make checks payable to Bees Wrestling Club and send them to the address below. For any inquiries, please reach out to Todd Haverdill at [redacted] or c: [redacted]. Thank you for considering our request. Sincerely, [Your Name] Brecksville-Broadview Heights Wrestling Coach

Dear Sir/Madam, I want to share my recent experience at the Boston Market location on Baltimore Pike in Clifton Heights, PA that occurred on Saturday, 12-19-[redacted]. As a displaced restaurant manager, currently working two jobs due to the pandemic, I found myself a bit sleep deprived during my visit. Upon reaching the cashout window, I realized I forgot to place my order at the drive-thru order window. I apologized to the cashier, Isreal, for my mistake. Despite there being no other customers waiting, Isreal insisted on lecturing me on how the system works instead of taking my order. Disappointed, I left without making my purchase. Coming from a background in hospitality management, I was surprised by the lack of customer service demonstrated. The importance of sales in the industry seemed to be overlooked. In these challenging times with the ongoing pandemic affecting many, it's crucial for staff to understand the impact and show compassion towards customers. I am reconsidering returning to Boston Market after this experience.

I am Jeffrey H. from Berkeley Springs, WV, and I want to share my experience with a Boston Market chicken pot pie I bought at Food Lion around July 20, [redacted]. When I was eating it, I found 2 to 3 black hair strands at the bottom of the pie, and one was even in my mouth. My wife took a photo of it. I have tried calling the [redacted] number three times, but no one has reached out to me yet. I would appreciate it if someone could contact me as soon as possible. You can reach me on my cell at [redacted]. Thank you for your prompt attention to this matter.

Hello, I need to report an issue with a recent order I received through Doordash. Unfortunately, only half of my order was delivered, which was meant to feed four people. We only got two plates with no drinks, leaving two of us unable to eat. We were looking forward to sharing a meal and spending time together. I contacted the restaurant in Greensboro, NC, and explained the situation. They offered for me to come pick up the missing items, but due to the distance and transportation issues, I inquired about a potential refund instead. I believe a refund or gift card would allow us to enjoy a proper meal together. However, the manager refused to offer anything beyond the missing items and abruptly ended the call while I was trying to find a resolution. I am disappointed by the lack of customer service and professionalism displayed. I hope the company can address this matter appropriately. The order was placed on August 16, [redacted], under the name Thomas S. I have always been a loyal customer of Boston Market and hope for a satisfactory resolution. Thank you. A. Thomas S. [redacted]-F Mystic Drive, Greensboro, NC [redacted].

Subject: Complaint about Customer Service at your Store Dear Sir/Madam, I am writing to express my dissatisfaction with the service I received at one of your stores located at [redacted] Southfield Rd, Allen Park, Michigan, [redacted], United States. During my visit on December 13th at 7:42 pm, the woman at the cash register was extremely rude to me. I simply inquired about using two coupons in the drive-thru due to the inside being closed, and she responded dismissively. Despite my attempts to clarify the situation, she continued to be disrespectful and impolite. Our family has been loyal customers of Boston Market for many years, but this interaction has made us reconsider our future visits. I hope this issue can be addressed promptly to prevent similar incidents in the future. Sincerely, [Initials]

I visited the Boston Market in Schaumburg, IL on 12/28/[redacted] around 4:10 p.m. When I arrived, the dining room was dark, and there was no heat inside. I had a special coupon for the 36th anniversary promotion offering a two-piece rotisserie chicken meal for $3.60, but the staff member explained that their cash register was not functioning, so I couldn't use the coupon in-store. They suggested I place an online order for pickup instead. Upon attempting to use the promo code ([redacted]) on the Boston Market website, I encountered an error message indicating that the code was invalid. Can anyone help me understand what the issue might be?

I had a disappointing experience a few years back, just before the pandemic. Recently, I noticed the store had reopened in Winter Haven, Florida, and decided to discuss our past visit with management. The manager suggested I visit the drive-thru, where he promised to provide a complimentary meal for my husband and me. Yesterday, when I went, the young lady working was impolite and insisted on charging full price for one of our meals, claiming our names weren't on the list. We used to enjoy dining there frequently with friends and family from our church before the pandemic. The service used to be exceptional, and the management was top-notch. However, during our most recent visit, the treatment was disrespectful, my husband's chicken was undercooked and cold, and my cornbread was icy. When we pointed this out, the staff dismissed our concerns. Despite attempting to contact the manager without success, I gave their drive-thru another chance yesterday. The food was mediocre; the meat was cooked, but the broccoli was overdone, and once again, the cornbread was cold. The young lady rudely refused to provide any further complimentary items. I feel disappointed and disrespected and have tried to reach the manager to repay them for the free meal, but they are unavailable. If I decide to order from them again, it will be from a different location.

I made two online orders at Boston Market on 01/11/[redacted], but I did not receive them. Despite contacting DoorDash multiple times, they advised me that Boston Market is responsible for processing the refunds since they took my payment information. I have reference numbers from DoorDash for both orders and Boston Market order numbers. I have attempted to reach out to Boston Market since 01/11/[redacted] without success. I have also exchanged emails with Boston Market and DoorDash, with DoorDash confirming they have refunded Boston Market for both orders and now I am waiting for Boston Market to process my refunds.

I ordered 2 1/2 chickens at Boston Market using a BOGO coupon. I requested to have all the chicken in one box and the sides in separate containers as I was buying for a cancer patient. Amber told me they didn't have dark meat and refused to sell me freshly cooked chicken, saying it needed to sit for 20 minutes. This confused me as I thought they were supposed to sell chicken. This is the third time I've been to this location, which is convenient after cancer treatments. I was disappointed by the lack of customer service and flexibility. I didn't have time to wait, but Amber was unhelpful and even made a rude gesture before attending to the drive-through. The situation left me feeling frustrated and upset.

Hello, I have been attempting to secure a refund for an order placed on your website last Sunday. Despite contacting both the [redacted]-number and the local store, I was assured by each that I would receive a phone call. The [redacted]-number mentioned a call back within three days, but it has now been a week. The local store promised to call by 6pm yesterday, yet I have not received any communication. After placing an order online and receiving confirmation, I arrived at the restaurant only to discover they did not have the items I ordered. They instructed me to call for a refund. As I left, a staff member remarked, "I don't have time for this," adding to the frustration of the situation as my family awaited their meal that evening. I am seeking an immediate refund for the undelivered items I paid for. Please advise on the necessary steps to resolve this issue promptly. Enclosed is a copy of the receipt for your reference. Thank you, Anthony