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03/15/2009

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I have to be honest, I did not have a pleasant experience when I ate here two weeks ago. My wait for a burger basket was twenty-five minutes. Matt was short with customers and even yelled at the gentleman working the counter when an order was duplicated.

Also, why is it so hard to get ketchup? I watched three customers go without ketchup because there was a limited number of squeeze bottles available. You sell frys, people are going to want ketchup! I had to walk behind the counter to get my ketchup, under Matt's barked order to, "Grab it yourself!"

I may try eating here in a month, I may not. Either way I hope things improve as it is my opinion that the product this restaurant offers is not unique enough to ensure its future success. Not to mention that customer service has a GREAT DEAL of improvement that needs to be made.

Sorry to hear that you had such an unpleasant experience! Your feedback, while negative, is appreciated as it allows us to address these areas.

I am not sure why it is so hard to get ketchup! There are supposed to be filled ketchup containers on each table every day. We will re-address this issue with staff.

Customer service is certainly an area that we are continuing to address. In regards to your wait, may I ask if the counter staff informed you of how long your wait would be? Wait time for meals is dependent on the number orders ahead of the individual. On a busy day, there could be ten or more orders up waiting for prep which makes wait times much longer. As I've said in previous posts, there is only one cook and one griddle which slows things down when it is busy. We understand that people are often there on their lunch hour and have asked the staff to let people know how long their wait might be. Please let me know if this did not occur in this instance.

A few more follow up questions for you: Was your food hot? Was it prepared to your specifications? What feedback do you have regarding the food specifically (other than the product is not unique enough)? Your feedback, again, is much appreciated.

Also, the link to your site does not seem to be working. Could you send me another link as I would like to check it out. Thanks.

We stopped in for lunch at Fat Boy on Wednesday (18th) and had a great experience. Good burgers and the fries are great. We had no problems at all, there were plenty of customers and the wait for the food was longer than expected. The cook brought us our meal and there was plenty of ketchup available.

It's a nice little restaurant, great food and I definitely recommend eating there. And if you go there when it's busy, be patient the food is worth the wait.

Thanks, Diane!

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