Alex P.
Yelp
Hopdoddy or Hop-dodgy?
Hopdoddy used to be my favorite burger spot, but after my recent experience, I'm done. I had just taken a friend to the Cumming location, recommended it to another friend, and raved about it to a third. So, trust me when I say the disappointment is real. It's one thing when you have a bad experience somewhere and the food is just okay...but when the food is good and the atmosphere is enjoyable, it's disheartening when stuff like THIS happens.
A few days ago, I visited the Cumming location with a friend. We were served old fries, and when we brought it to the manager's attention, they replaced the fries and gave us cards (pictured below) for ANY MENU ITEM ON US. I appreciated the gesture because I'd always thought Hopdoddy was a place with great food, good prices, and solid service; until...
Fast forward to 9/14: I decided to use my card at the Druid Hills location. I sat at the bar, ordered a couple of frozen margaritas, a burger, and fries. Usually, I go for the Double Bacon Jam, but since Hopdoddy was treating me this time (via the card), I opted for the Cadillac Wagyu, their most "expensive" burger at $15 .
I couldn't finish everything I ordered so I waved the bartender over and asked for the check and presented the card. The bartender takes one look at the card and immediately says "we don't cover alcohol"; Now...despite the fact that there are no exclusions listed on the card which clearly states "ANY MENU ITEM ON US", I was unperturbed as alcohol exclusions are common in situations like this. I simply told the young man it's for the burger, not the drinks...this is the precise moment when Hopdoddy Druid Hills became Hop-dodgy. With the card still in hand and Without blinking, he says "We don't comp the Cadillac Wagyu because it's the most expensive item on the menu"
"Did you read the card?" I asked.
"Yes but that the only burger we don't comp with this card" he replied.
"Where does it say that on the card?" I asked.
"It doesn't, say that but..." he knew where this was going from the look on my face...If I were to describe it in one word it would be "dafuq?"
Out of nowhere and without warning or greeting a young woman appears to my left and says "I'm the manager, let me see."
After reading the card, she repeated what the bartender said about not comping the wagyu burger. Seriously, who's talking about abolishing The Dept of Education with reading comprehension like this!? I couldn't understand why this was even a discussion because if we read the same thing-then wtf were we even taking about? After some back-and-forth, she finally took the burger off the bill, but replaced it with a hefty side of attitude saying, "Next time, just know we don't" as she went back to wherever she came from
So...let's recap:
1. Went to Cumming location and was served old fries; management gives me a card for "ANY MENU ITEM ON US" as compensation.
2. Went to Hop-dodgy in Druid Hills and was told by management the card actually means "everything EXCEPT alcohol and the wagyu burger." After having ordered and despite the lack of exclusions shown on the card
3. After some back and forth with management about the words printed on the card and what they mean, management reluctantly and with much attitude comps the "expensive" $15 burger
I don't know when or how it happened that we're living in a version of reality where customer service and accountability are relics of the past; a version of reality where words printed on paper don't carry the same meaning when spoken aloud, but what I do know is that this experience has left me feeling like that "next time" she mentioned in passing will most likely be next Nevuary 33rd. The whole exchange was unnecessary because the words on the card mean what they mean...period, if those words aren't conveying the message you intend to convey...use different ones; and last, but most definitely not least, if there are items that are excluded from the options available with your 'let us make that right for you cards' (pictured below) LIST THEM ON THE CARD .