Famous Dave

(This is an email I sent to Famous' Dave's regarding my meal at their Springfield, PA location:)

I ate at your Springfield, PA (19064) location last night (14 September 2006). The personnel are extremely nice and checked on my satisfaction. I feel they performed perfectly and my remarks are totally systemic in nature.

The large bowl of chili ($4.99) tastes acceptable but the meat was chewy, almost leathery. The portion was not worth $4.99.

The large rib ($15.99) platter came with corn and two sides. The sides, Wilbur beans, cooked apple slices (Drunkin’ Apples), and corn on the cob were also skimpy portions and not exemplary in flavor. I think for the overall price I would have presented 2 portions and make them larger. Corn is cheap; giving 2 pieces should not hurt the bottom line. These portions are likely determined by the food delivery system headquarters and something the top management needs to review.

I have been to the Cleveland (OH) rib burn-off and eaten nationally at places like Ruby’s in San Antonio (TX). Your ribs were not very meaty, a bit too dry and the skin was tough / chewy. I have had better ribs at Outback or for that matter Bennigan’s.

When my meal came there was no corn-bread (Corn Bread Muffin). An employee advised me that they were out of muffins and are making more and will get one too me. Three-quarters through my meal I asked for corn bread and one was brought right out. I have had better corn bread, I am sorry I asked. In any case, good inventory control should have ensured that the muffin was ready at the beginning of the meal. If I had not asked at some time in the meal I doubt it would have been provided.

The bread-pudding is more pudding than bread. Bread pudding at diners (and I have had a lot) is more substantial. Your bread-pudding is more like “bread-Jell-O” looking closely at it. The pecan sauce covers the product enough to distract one to notice the pudding consistency. Certainly not worth $5.79.

I like the lodge motif. Frankly it is my favorite ambiance. But the music is annoying, sounds like too much “Jerry Lee Lewis” or similar ilk singing the same song. The music can be turned down slightly and the music can be varied within the overall motif.

The price with tax (ribs 15.99, chili 4.99, bread pudding 5.79, diet Pepsi 2.19) was not worth the $30.70 plus tax. Despite the clever packaging and very hospitable employees, the overall value and quality is lacking.

It’s fine with me if the concept sells to a market share who likes the total product. I think it is more marketing than quality. My money goes further at Outback (as far as concept restaurants) and the food is way tastier as a brief example.

(My email was not responded to...so I sent this hardcopy letter with sales slip, the above email and recipe for ribs to Famous Dave's corporate office):

I made the mistake of eating at your location in Springfield (Delaware County), PA, 14 September 2006. In addition to providing a phone evaluation per the attached receipt instructions, I also emailed your customer relations people; a copy of the email is attached. I chose the selection that I not be contacted by a representative in the phone survey as I assumed my email, which at that point had been sent, would be answered. I indicated on the phone survey that an email was sent to your guest relations.

To date, my email of 14 September 2006 has not received a response. If your organizations’ response and this letter has crossed in the mail, it is because 10 days to provide a response for an email is more than adequate.

I appreciate the motif at the Famous Dave’s location I visited. So much clever interior design can be accomplished with fake trophies, flea market and garage sale debris and penny nails. However, the primary reason for my visit is to experience a quality meal, at a fair price with fair portions with others seemed to have raved about of recent. This was not my experience and my attached email hardcopy delineates these shortfalls.

It is difficult to operate and compete in the restaurant industry with so many franchise systems and individual operators. However, clever marketing rhetoric with adjectives such as “famous” and “award winning” cannot fool hungry customers who have traveled to places like Colter’s in the Dallas (TX) area, Rudy’s in San Antonio or for that matter any Outback Steakhouse…or had a McRib at McDonalds.

As a public service I have attached pages 52 and 53 from Better Crocker’s Cooking Basics, it may be useful to local Famous Dave’s operators who attempt to make ribs in the future.

Needless to say, I am not just a disappointed customer but appalled that American’s can be fed marketing hoopla instead of a good meal…and it’s making you rich.

( THE RESPONSE T0 MY WRITTEN PACKAGE MAILED TO THE MINNESOTA HQ VIA USPS WAS A BRIEF EMAIL FROM THE LOCAL FRANCHISE OWNER AND READ:)

Hi. I am the Franchise Owner of the Famous Dave’s Bar-B-Que in Springfield , as well as others in the Philadelphia Market. I appreciate your feedback, and apologize for the extensive time it took for a response to your initial email. I was happy to read that you enjoyed the service and atmosphere. I would also have loved to hear the same on our food quality, taste, appearance, and value. We pride ourselves on the whole experience. I am sorry that your impression was not a “Famous” one. If you would like to further discuss your visit, please let me know how to get in touch with you live and a good time to do so.

(name)

( MY RESPONSE SENT VIA EMAIL ON October 1, 2006 WAS AS FOLLOWS):

I have no further comment other than the fact that I do not see myself at you facilities in the future. I believe that my email more than adequately represented my impressions. If you have any specific questions of me, I would be more than happy to answer them in an honest and timely manner at any time in the future.

Respectfully,

(my name)

(Note: Normal business practice is for an email to be responded to with an email and thusly a hardcopy mail to be responded to by a hardcopy mail. Obviously this company lacks this courtesy or business knowledge to do so.)