On a recent Sunday, I was on a quest. My wife and I wanted a rotisserie turkey breast that was big enough to serve for two meals and maybe lunch one day. We knew BJ’s Wholesale Club in our area had one, but they were out on that day. The one at the Giant brand grocery store was almost $10. We decided on Boston Market in Glen Burnie, MD as we have enjoyed their food in the past at other locations. We had been here one other time and the service was slow but we thought it was a one time thing and decided to give them another chance. We shouldn’t have. Boston Market in Glen Burnie, MD is located across the street from Marley Station Mall in the same shopping center as the Giant grocery store. The location is in between Annapolis and Baltimore, MD.
When I arrived at 3:00 on a Sunday afternoon I thought it was unusual to find a line out to the door, but I decided to stay in line with my 22 month old son in my arms. It was extremely hot in the restaurant on this day, as if they either did not have their air conditioner working, or just didn’t have it on that day for some reason. As we got in line we saw three people behind the counter serving customers and two gentlemen preparing the chicken, turkey, and sirloin.
It only took about five minutes to get to the front of the line and for them to take my order. From there things went downhill though. First, I asked the female who took my order if I could get a whole rotisserie turkey breast and she said yes. She then yelled back “1 pound turkey”, which I thought was odd she was using the weight but didn’t think twice about it, I guess I should have. She then took the order for the customer behind me and went in the back. The customer behind me had to ask three different people including one of the gentlemen cooking to give her the sides she ordered and repeat the order again. About five to ten minutes later the female that took my order and the lady behind me reappeared as if it was no big issue that she left her customer without service.
The gentleman in front of me had ordered a meal which included the option of a caesar salad, a chop salad, or a couple dessert items. He asked for the caesar salad, the cashier said “we don’t have any of those, choose something else”. He told her all he wanted was a salad and could she change the price if they didn’t have it as he didn’t want a dessert item. She then went to one of the cooks to ask at that point if they had any more caesar salads. I guess it was just too much work for her to check before. He confirmed they didn’t and offered another side as a replacement or they could reduce the price slightly. The cashier then proceded to bag that customer’s order, three separate times. Her and the female that took my order were laughing when she had the side orders leaking out of their containers and having to be replaced.
Finally 15 minutes after my order was taken the cashier goes “well what did you order”. I told her the whole rotisserie turkey breast. She asked if they had the order and one of the gentlemen said he never heard it. He said it would be ready soon though. When I saw the container they gave me I realized why they mentioned “one pound of turkey”, it was not the whole breast, but sliced breast meat. At this point I had been there over twenty five minutes and just wanted to have something for dinner that night and to go home, so I took the container but commented I was told by the girl that took my order it would be a whole rotisserie turkey breast.
Nobody in the restaurant appeared happy with the service they received, but that didn’t stop the employees from laughing and joking together. This lack of customer service made it clear that with other Boston Market locations in the area that are only five or ten minutes further away, the extra time was worth it so I don’t have to put up with the poor customer service again.