Recently I wrote about a negative foodie experience I had at The Battered Fish. I sent the link to the company because it really was something I thought they should know about. Here is their response:
Thanks for taking the time to write me about your experience. Your comments are very concerning to me. We pride ourselves on serving the best possible product to every customer. It appears that we have a serious breakdown in our system. All our ingedients our premium products. Our seafood and bread is delivered fresh 6 days a week. Golden bakery is our bread supplier who offer a great product. Our lobster is one of the most expensive products consisting of tail, claw and knuckle meat. We even use portion controlled squeeze bottles so each customer receives the same amount of sauce in each lobster roll.
Our seafood chowder is made at our corporate location and shipped out to our other locations for consistency. It should be served full of seafood. We do not use scrap items or a pre made chowder mix. We purchase shrimp, scallops, clams and haddock specifcally for our chowder.
Its sounds like our standards are not being followed. You can be assured that your comments will be addressed immediately. In fact I am in my car about to drive out there right now.
I’m very sorry about your experience and no one is more embarassed than me right now.
I would like to reimburse you for your meal and give you a gift card to give us another try. Please forward me your address and I will send you a cheque and a gift card tomorrow in the mail.
President & CEO
Sure enough, I did receive a cheque and a gift card in the mail! I was so impressed. Honestly, what a professional company who cares about their customers and their quality of food.
Foodie Return #1
I waited a while before I went back, a little nervous that they might recognize me, hate me there… I ordered the clams and the seafood chowder.
Oh I LOVE clams and theirs were amazing! I knew they would be. Deep fried deliciousness. By the time I finished them I was so full so I took the seafood chowder home.
Well it is totally different than the last time I had it. It was thick and full of seafood! Especially fish. I was hoping for a little more shrimp and maybe lobster but wow, the fish that they use is delicious. The potatoes were perfectly cooked too and just melted when they went in my mouth. There was no unusual flavour, this was just a good old fashioned chowder. Quality control there has definitely improved!
Foodie Return #2
I still had some money on the gift card so I went and picked up a lobster roll to go after getting the flu shot yesterday. I was happy that I could order it without the fries which saved me a lot of cholesterol and $2.
They knew it was to-go so maybe that is why the bun was cold but this time, it was fresh and not too dry. There was also a ton of lobster and the sauce actually had flavour. I think I detected some Dijon in there which gave it a nice kick. A big transformation once again! It is not the best lobster roll I have had but wow, what an improvement.
I want to thank the The Battered Fish for having the best customer service I have experienced since I started food blogging. So professional, sincere and made me feel like I made a positive impact by letting them know about my negative experience. This is absolutely foodie redemption. They listened to me and I am again once thrilled with the quality of food at this establishment. I have deleted the previous post and am grateful I have another awesome place to go out to eat. I am so ordering the clams again!
Janet Pole (PAZ) says
their response not “there response” … sorry always a librarian
Feedback is important to a company. It’s good you gave it. And even better they responded and the food was better the second time around.