The Honey Baked Ham Company — Restaurant in Cartersville

This response is for Kevin Belli. I'm writing to respond to the comments you posted here on Google...they came across as unnecessarily hostile and exaggerated. As the owner and operator of this independently owned Honey Baked Ham franchise, I want to address your remarks with honesty and frankness. First, on the matter of the store being “closed” when you arrived: we were open for retail business, but as you were politely told, the sandwich bar was closed due to a scheduled and labor-intensive catering order. Our staff was fulfilling a large commitment, and temporarily pausing front-end sandwich operations was a decision made to maintain quality and focus. The presence of an open door in any business does not create a legal or commercial obligation to provide every service at all times—this is a matter of both common sense and standard business practice. Second, regarding the BOGO promotion you presented: You are correct, we did not honor the BOGO terms you received in an HBH Corporate email. Franchisees are not required to participate in all corporate-issued promotions, and that is clearly stated in the fine print of those offers. What we chose to offer instead was our own in-store promotion—BOGO 50% off—. Accusing us of “not wanting your business” and imploring others not to patronize our establishment is rather dramatic and extremely rude. Declining to honor a coupon is not a personal attack. It’s a business decision made based on operational constraints and margin protection. If you choose not to return, that’s your prerogative. But let’s not pretend this was about disrespect or mistreatment—it was about a difference in expectations, fueled by incorrect assumptions about how franchising works. Also, if you wish to contact Corporate, of course you’re welcome to do so. They will tell you that franchise locations have autonomy in making decisions regarding promotions and some operational policies. Mr. Belli, we are dedicated, hard-working operators who take pride in running a clean and efficient store. We enjoy engaging with friendly customers—and fortunately, the vast majority of our guests fit that description. On the very rare occasion that we do legitimately disappoint a customer, we make amends in some appropriate way. In the year we’ve owned this location, business has grown exponentially, which tells us we’re doing something right. Lastly, you are still entitled to your opinion. I’m just making sure that you, and other people who read your review, have the facts because what you have presented reads more like a personal grievance from someone who was having a bad day rather than an objective account of your visit. If you change your mind and would like to return to our store, I will buy you lunch as a gesture...

I’ve been a resident of Floyd County for 35 years and was happy when Honey Baked Ham moved to Rome. I’ve been faithfully buying hams there for Thanksgiving and Christmas since the store opened.

Before visiting the store this morning at 10:20 am, I researched the subject of freezing your ham to confirm there is no problem with it; armed with this information I proceeded to the Rome, GA store at 8 am for an early start to the day…...

Wonderful – I arrived to see the store personnel don’t lollygag into work till 10 am! So, I had to drive around and waste my time and gas before I could go in and spend $70 - $90 for a ham for my son and I. 10:20 am eventually rolled around and I went BACK to the store with money in hand.

Upon entering the store a dingleberry female kid behind the counter asked me what I wanted – I told her clearly and distinctly, “I would like to purchase a small bone in ham for my son and I”. She wanders off in the distance and comes back with.... a quarter pound ham with NO bone in it. I bite my tongue and tell her AGAIN what I asked for. Finally she comes back with the bone-in ham! Looks fine. Looks most excellent and I’m sure it tastes great.

Armed with the information from a variety of sources on the internet regarding freezing a ham (since my son won’t be coming over till the 24th), I asked, “Could you confirm I can freeze this till the 24thh, then thaw it out and eat on the 25th and then send it home with my son – would it last 10 more days after unthawing to eat from?” She obviously does not know the answer to my EASY question and looks over my shoulder to ANOTHER female dingleberry in a black shirt behind me who is obviously listening to me and silently coaching her. The first dingleberry tells me no. I repeat the question clearly and distinctly without stuttering or hesitation. That brings in the 2nd female dingleberry in the black shirt; I guess she’s trying to protect this 1st idiot? She is almost IN-MY-FACE and tells me in a stern manner as she points to the label stating it HAS to be eaten by the 25th. Again, she points to the label that states the 25th and pays no regard to my question…..—can it be FROZEN—immediately at home and then thawed out on 24th……. Will it last up to 10 days after THAT. AGAIN – finger on the label to the 25th. I told her no thank you and walked out of the store shaking my head in disgust.

Please get this note to the male manager at the Rome, GA store. You people have just lost $70+ dollars. I’ll be going to Ingles for MY ham this years and doubt I’ll be back to the...

I went into the Cartersville store today to pay for the 3 hams that I ordered online for thanksgiving. Elizabeth the cashier said I couldn't pay for the order that I placed online once she found my order under my name. I asked her if I would still get my coupon that I used online if I got them today and cancelled the online order and she said I could do that, but me being an older woman and didn't have reading glasses I didn't see the receipt clearly until I got home. I tried to call the store, but they said the managers weren't available. I called the 800 number and it was no help. I purchased $190.05 on my business card. The issue I have is people are just making a sale and instead of them checking before they cancel my online order they just didn't give me the coupon for the discount.

This tells me I need to spend my money elsewhere. In today's economy every little bit counts.

If you don't know there is no harm in asking another employee or...