Catering in the Bob Lord

[pureclaret]

At half time i shook of my blanket and went down to get a coffe and a pie. Now that should be easy even for an old fosil like me.
I queed with the others and noticed that there seemed to be a problem with some orders, my turn a coffe and a steak pie please told to present card and as i did the lady said there were no steak pies, chease and onion then please , none of those either but could have chicken balti , declined as i was having indian for supper. Oh she then added theres no milk for the coffee, but the manager had gone to get some if i wanted to come back later with my coffee i could have milk then, I said well rather than top up my cold coffe could i nt have a fresh one, but you have a coffe now sir. as I had not actually paid yet i said no ill have a hot chocolate, as well as your coffe sir , just then the manager returned saying no milk to be had (thought it was no room in the inn , or behind you !!!) season. They decided I did not need to pay for the coffee. The catering has got worse each week since the new season, perhaps the play on the field is a side effect of miss mangement in catering. From frozen pies to no milk in drinks its rubbish

[Jamesy]

The problem is, it seems to be a surprise to them when half time actually arrives. Again, even though the catering has been out sourced it is down to a lack of effective management. Similar to club shop and ticketing.
Don’t worry though the LED’s around the place are stunning.

[Shaun1983]

My son went down at half time in the JHL to get 2 pies and a bottle of coke. Paid the 10.80 at the machines, went to get his food and was told there was no hot food left, the women told him he couldn’t be refunded and that he would have to have two bars of chocolate instead. £10.80 for two small dairy milks and a bottle of coke.

[Jamesy]

My son went down at half time in the JHL to get 2 pies and a bottle of coke. Paid the 10.80 at the machines, went to get his food and was told there was no hot food left, the women told him he couldn’t be refunded and that he would have to have two bars of chocolate instead. £10.80 for two small dairy milks and a bottle of coke.

I would report this to the customer insight manager if that’s what his title is? The one who gets out of bed every morning and pinches himself to remind him that he is being paid handsomely for being a bluffer.

[Claretforever]

Another issue is the menu, or lack of. Don’t get me wrong I generally know what we do because we don’t do much, but where there used to be a menu above the window is now a rolling advertisement. You can see people stood there waiting for it to roll around to a mess, which it never does.

[Ilkley claret]

They won’t let you keep the bottle top for your Diet Coke, when I asked why, they said in case you throw it on the pitch!

They fail to spot that you could of course throw the bottle if you were that way inclined!

[what_no_pies]

They won’t let you keep the bottle top for your Diet Coke, when I asked why, they said in case you throw it on the pitch!

They fail to spot that you could of course throw the bottle if you were that way inclined!

This is commonplace now. Seems fairly obvious that a full bottle with a lid on is more dangerous than a bottle without a lid.

[South West Claret.]

Oh it was ever thus!

[taio]

My son went down at half time in the JHL to get 2 pies and a bottle of coke. Paid the 10.80 at the machines, went to get his food and was told there was no hot food left, the women told him he couldn’t be refunded and that he would have to have two bars of chocolate instead. £10.80 for two small dairy milks and a bottle of coke.

This is ridiculous. He should complain and demand a refund.

[ClaretTony]

My son went down at half time in the JHL to get 2 pies and a bottle of coke. Paid the 10.80 at the machines, went to get his food and was told there was no hot food left, the women told him he couldn’t be refunded and that he would have to have two bars of chocolate instead. £10.80 for two small dairy milks and a bottle of coke.

That’s shocking. I hope the complaint has gone in.

[ClaretTony]

They won’t let you keep the bottle top for your Diet Coke, when I asked why, they said in case you throw it on the pitch!

They fail to spot that you could of course throw the bottle if you were that way inclined!

But you are allowed to take a bottle in with you with a top on.

If you want to buy them inside, take a spare top with you.

[taio]

They should put a message on the big screens saying "Don't throw smuggled bottle tops on the pitch"

[fidelcastro]

This is ridiculous. He should complain and demand a refund.

He should, but how on earth is it not faded out on the menu screen so you can't order it when they've run out?

Isn't that how it's supposed to work?

[taio]

He should, but how on earth is it not faded out on the menu screen so you can't order it when they've run out?

Isn't that how it's supposed to work?

I've no idea because I have not used them. It's really poor and unacceptable either way.

[fidelcastro]

I've no idea because I have not used them. It's really poor and unacceptable either way.

uni

The whole match day experience at the moment is just crap.

Third rate catering facilities after you've just negotiated the obstacle course to walk to the stadium, followed by an inevitable defeat where fans are more concerned with applauding the opposition players whilst scrapping with opposition supporters who shouldn't be in there in the first place.

Depressing times.

[Goody1975]

Oh she then added theres no milk for the coffee

Provide pre whitened coffee you utter morons.

It's not a difficult concept to alleviate one major issue.

[Shaun1983]

That’s shocking. I hope the complaint has gone in.

It has. Will see what they come back with

[Taffy on the wing]

Bring a flask of coffee and buy a pie on the way would seem to be the best bet.
People have been complaining about this stuff for years.
It’s **** poor by the club.

[Vincent'sCap]

It has. Will see what they come back with

Another 2 small bars of chocolate incoming Shaun

[Fretters]

I haven't bought anything since City when I paid for San Miguel only to be sold the pump wasn't working and they can't do refunds, so I would have to choose stuff worth £6, or whatever it was.

It's so amateur.

[Shaun1983]

I haven't bought anything since City when I paid for San Miguel only to be sold the pump wasn't working and they can't do refunds, so I would have to choose stuff worth £6, or whatever it was.

It's so amateur.

The san Miguel’s aren’t worth anything like the six quid in the first place they are that flat. I won’t be putting anymore money behind the bar. It’s gone to pot.

[Leon_C]

I haven't bought anything since City when I paid for San Miguel only to be sold the pump wasn't working and they can't do refunds, so I would have to choose stuff worth £6, or whatever it was.

It's so amateur.

I'm in the Jimmy Mc Upper, so we've not been blessed with the new Levy technology, yet.

However - the notion that "we can't do refunds" would not, in any sense whatsoever, stand up to any legal scrutiny. If they can't give you what you've paid for, you're entitled to cancel the contract.
Any terms that seek to deny you that right, I'm sure, would be thrown out by an sane judge.

[turbo5]

Just wondering what the legality is of taking your payment via the ordering machine , then for the goods not to be available and told no refunds, surely this must be breaking some sort of sales act. It's not as though they are even offering similar products, big difference between a pie and a chocolate bar. Thinking if you paid by Credit or debit card you could raise a dispute saying goods not received.

[Leon_C]

Consumer Rights Act 2015 (previously Sale of Goods Act) states that goods must be as described, and of satisfactory quality (amongst other provisions.) No way am I accepting a Twix instead of a pie, buster.

[Goliath]

If the owners particularly cared about the fans then this would have been one of the first things to have been sorted in their first off season. Its now been about 2 years and its gone backwards into a total mess.
It doesnt make them much money so they dont think its much of a priority.

[SalisburyClaret]

In no particular order -
Flags
Drums
Catering
Football
Ticket sales to opposing fans
Transfers
Just to mention a few

It’s a shambles

[basil6345789]

The problem is, it seems to be a surprise to them when half time actually arrives. Again, even though the catering has been out sourced it is down to a lack of effective management. Similar to club shop and ticketing.
Don’t worry though the LED’s around the place are stunning.

Then in-source it again

[JBR]

The san Miguel’s aren’t worth anything like the six quid in the first place they are that flat. I won’t be putting anymore money behind the bar. It’s gone to pot.

Re: refund

Absolutely, if they don’t refund you their breaking the terms of their payment provider.

Managed to get charges refunded if paid by Mastercard after a business decided to set up a direct debit without my permission last year.

It is called a chargeback, you fill a form in on your banks website, just google it if you get no joy from Burnley.

[Nori1958]

In no particular order -
Flags
Drums
Catering
Football
Ticket sales to opposing fans
Transfers
Just to mention a few

It’s a shambles

.. Or
Promotion
Champions
Beating rovers twice
Investment
Money spent on players

Yep... A complete shambles

[Rick_Muller]

I suppose it solves the queuing problem blocking access to the loos at half time, if we all know there’s bugger all to buy no one will queue up - silver lining and all that

[fidelcastro]

.. Or
Promotion
Champions
Beating rovers twice
Investment
Money spent on players

Yep... A complete shambles

But that was all last season, we're talking about here and now.

[Garnerssoap]

Been boycotting it since they took peas off the menu. That’ll learn em

[Jamesy]

Then in-source it again

I think it was p!ss poor also when it was “in house”.
As I said the problem is lack of effective management. Just because the club have out sourced it, someone at the club should be overseeing this operation and liaising with the company who currently provide this shambles of a catering operation to ensure they reach the required standard.
Problem is as I said in earlier post, this lack of effective management is prevalent in all areas of commercial activity at Burnley Football Club.

[Nori1958]

But that was all last season, we're talking about here and now.

So you're judging the club just on 6 months?... Ok

[SalisburyClaret]

.. Or
Promotion
Champions
Beating rovers twice
Investment
Money spent on players

Yep... A complete shambles

We were discussing the changes this season - but thanks for highlighting what we seem to have wasted

[fidelcastro]

So you're judging the club just on 6 months?... Ok

The last 6 months, yes.

If you see a much brighter future, good for you.

[Nori1958]

We were discussing the changes this season - but thanks for highlighting what we seem to have wasted

The discussion took this turn when someone mentioned the club going backwards for 2 yrs.... So perhaps you could point me to where its decided we're only talking this season please.

[Bosscat]

A few games ago I got a coffee in the JHU before KO ... the machine beeped when I paid, but the cashier said it had hadn't gone through ... I said are you sure as my phone beeped (my bank lets me know each time I make a transaction) she said yes it hasn't gone through ... so I presented my card again and for a 2nd time my phone beeped ... I showed the cashier my phone and informed her my card had been charged twice. She refunded one of the payments immediately ... humans can do this ... MACHINES CAN'T ...

[mikeS]

The quality of service and what's on offer has been pretty poor all season.
Half cups of coffee, Hollands pies at over £4 each. Hot dogs, crisps and chocolate. Thats it.
You would think the Yanks who invented fast food could at least get their in-house catering right.

[bfcjg]

I stopped using the catering, I buy a budget on the way down to the ground and that does me, I ain't getting ripped off.

[RickyBobby]

If the club are saying they “can’t do refunds” then they are breaking the law. When you pay you have made a contract with them and they have to provide the items. If they can’t provide the service then a refund should be an option.
The way they are operating isn’t just amateur, it is illegal.

[fidelcastro]

If the club are saying they “can’t do refunds” then they are breaking the law. When you pay you have made a contract with them and they have to provide the items. If they can’t provide the service then a refund should be an option.
The way they are operating isn’t just amateur, it is illegal.

My guess is that it's not that the club can't do refunds, but the staff don't know how to do it, due to insufficient training.

It's pretty obvious that the mostly young boys and girls behind the kiosks are learning on the job, at best.

[Bfc]

At a previous match, I got a Bene n Hot in a polystyrene cup in the Bob Lord kiosk. The person who served it had filled the cup to within an inch of the top with hot water. Having had my first drink, I returned to the kiosk and saw a lady there, who appeared to be a supervisor. I explained the Bene had so much water, it had spoilt the drink. I pointed out drinks levels being poured for other customers were to high and said the water to Bene, should be around an inch up the cup, to make it taste. Her reply was, I've never had a Bene and the lady serving had just started her first shift. I was given another Bene to add to my weak one.
Yesterday, at the same kiosk, I'd been bought a Bene n Hot and asked for it to have an inch of water. The buyer didn't ask and his was filled up to an inch from the top. Others I know, have just stopped buying them, because of it
The staff and management, have still not learned and are losing income, through poor practises.

[Spike]

So sad that this new company is actually worse than what we had before . Any extra profit we must have hoped for will be being lost with people not being bothered to even go for food in the ground. More and more of my mates are buying pies from various butchers and bringing them with them

[Kilson810]

Would love to be able to get something at half time now and then, unfortunately it's a total shambles in the cricket field stand. You can't get anywhere near the bar or food counters unless you go down before half time.

[Jakubclaret]

My guess is that it's not that the club can't do refunds, but the staff don't know how to do it, due to insufficient training.

It's pretty obvious that the mostly young boys and girls behind the kiosks are learning on the job, at best.

If that's the case it shouldn't be that much of a obstacle to provide that learning, refunding somebody in retail is a straightforward essential task, it's a fast move just blagging people & seemingly getting away with it because people can't be arsed with the hassle

[pureclaret]

Provide pre whitened coffee you utter morons.

It's not a difficult concept to alleviate one major issue.

When I asked they said some people dont want it like that so they provide milk ,, ops they dont have it

[pureclaret]

If that's the case it shouldn't be that much of a obstacle to provide that learning, refunding somebody in retail is a straightforward essential task, it's a fast move just blagging people & seemingly getting away with it because people can't be arsed with the hassle

Apperntly not , I had the same problem with burgerKing who could not refund there mistake took nearly a month to get a resolution , I got vouchers for twice the amount not a great way to do business and it was my persistance that got it rather than them sorting it out

[MT03ALG]

I no longer spend any money at matches in the stadium. A couple of pints in the Park View and pie and peas from the adjacent cafe for me. The service at both is excellent !!

[pureclaret]

In future I will ask for Alan Pace to come to the catering hut, and refuse to accept the staff, worse they can do is ask me to move if i dont use offencive behaviour ot language, they are unable to do much but bring him or a manager who must then sort out the problem