The Capital Burger — Restaurant in Boston

Dear Capital Burger Management,

I hope this email reaches you in a timely manner. I am writing to express my deep dissatisfaction and concern regarding an incident that transpired during my recent visit to your esteemed establishment at Boston on June 30th at 8:00pm. It is disheartening for me to recount the unprofessional conduct and manipulative practices employed by your management team, which have left a lasting negative impression on both myself and my dining companions.

To provide you with a detailed account of the incident, upon reviewing our bill at the end of the meal, we noticed several discrepancies that raised suspicion. It became apparent that your manager, whose name is Cassidy Welsh had intentionally misrepresented the amount of people that attended (counting children that didn’t even eat).This action not only undermined the trust we had placed in your establishment but also tarnished the dining experience that we had hoped to enjoy. We signed a contract for 30 and we where charged for 36 even though many didn’t had anything to eat.

When we approached the manager to discuss our concerns, we were met with blatant skepticism and an unwillingness to address the issue adequately. Instead of providing a reasonable explanation or seeking a resolution, the manager adopted an evasive approach, suggesting that we may have misinterpreted the amount of guests we had at our table. Such behavior was not only unprofessional but also disrespectful to us as valued customers.

As patrons of your restaurant, we place our trust in your establishment to provide a transparent and honest dining experience. It is disheartening to encounter such manipulative practices, which not only cast doubt on the integrity of your management team but also raise questions about the ethical standards upheld by your establishment.

In light of this unfortunate incident, I kindly request the following actions be taken:

A thorough investigation into the incident, including a review of the bill discrepancies and an inquiry into the conduct of the manager involved. A formal apology from the manager in question, addressing their unprofessional behavior and the doubts cast upon our honesty as customers. Appropriate measures to rectify the situation. A reassurance that the management and staff will undergo additional training to uphold the highest standards of professionalism, transparency, and customer service. As a patron who has frequented your establishment and spoken highly of it to others, I am disheartened by this turn of events. It is my sincere hope that you will take this matter seriously and respond promptly to rectify the situation. I believe that by addressing these issues head-on, you have an opportunity to regain the trust and loyalty of your customers.

I kindly request a response within to this pressing matter. Failure to address this concern adequately will regrettably force me to reconsider my patronage of your establishment and to share my experience with others.

Thank you for your immediate attention to this...

The food was good. Lobster Bisque to start—great in flavor but the texture was a bit off and the small bit of lobster it was topped with was very, very overcooked...6/10. Ribeye Sandwich was deliciously seasoned, and cooked as requested: medium. Which for whatever reason is hard for a lot of restaurants to do nowadays.... Got a ceaser salad as my side instead of fries which was pretty basic....8/10 solely for the sandwich. As for my drink I got an Irish Coffee which was good, however I didn't taste the Kahlúa, and I definitely didn't taste the whiskey. So honestly all I drank was a vanilla milkshake 😂...6/10

Now...for the service. I'm a server myself and I understand that sometimes things can get really busy and it can be difficult. However, our waiter just wasn't good at serving. We got there on a not-so-busy night which picked up just a bit maybe around 30m before we left. It wasn't slow by any means, but it was manageable. There were multiple occasions where our server was just no where to be found. The few times where he did stop at our table he would practically run away after taking any orders. I drank my water about 45m into our dinner and we were in the restaurant for about 3.5h.....never got a refill. 2 minute table touches? Forget about it. If you don't like something you got to eat or drink, or there was an error, be prepared to wait 15+ minutes until he comes back around. He kept messing up our checks towards the end and putting the wrong items on the wrong checks (there were only 4 of us and we didn't order a lot of food or drinks). He forgot about the one and only round of shots we ordered (and it was the last thing we ordered too). I wanna say in total he checked on us maybe 3 times, not including when we were trying to check out and he had to go back and forth when trying to correct the checks. All in all it just wasn't great service.

I'd probably sit at the bar or order to-do if I were ever to return to Boston...

When I had placed my reservation online I couldn’t see where to go to edit the quantity of our party Finding that part online was very difficult, so I ended up writing it in the notes that we had a party of four but I guess I had accidentally only reserved for two. When we had gotten there for our reservation, they told us that I had made the reservation only for two people, and It was the night of the marathon so they were very busy, The woman who seated us told us to just give her a few minutes and she would do what she could and we ended up getting seated anyways, I was very grateful for her. It was truly just an accident. I’ve never been here before so I wasn’t sure how to reserve for my party properly online. even though the staff was very stressed(I assume) Due to the immense amount of of people, they still continue to be so nice and respectful to us. They had tried to call me twice to let me know what was going on and even left a voicemail the second time when I didn’t pick up, and regardless, still sat us and made our night amazing, communication was a 10 out of 10 from the hostess. Much love and respect to her. Now to our waitress, she was so so amazing to us. I couldn’t have asked for anybody better. She truly was amazing and made my night. She was so easy to talk to and understood the things we were asking for/needed. On a funny note; I am a pickle lover and the house bread and butter pickles were TO DIE FOR they were literally so freaking good and I was a little sad when I realized that my burger didn’t come with pickles on it so I asked our waitress if she could bring me one more jar of pickles that I could eat with my burger and she brought me two!!! She was absolutely fantastic and I really hope she gets the appreciation here that she deserves, I seriously could not have asked for anybody better. I will in fact be back for...