Anyone else noticed a drop in food quality at PBG lately?

[kuranda_bagman 135]

Myself and 2 others were in there on Sunday night. We got there at 8:00pm and the place was VERY busy. We sat for a while and had a drink then ordered some food.

 

The service was fine and all three meals arrived at the same time. I had the bangers and mash which was well cooked and very acceptable, whilst one of others had the fish and chips.

 

My mates also concurred with the quality of their food and I recall making the comment that considering how busy it was, I was impressed with the speed of delivery (25 mins) and the fact that all 3 meals arrived at the same time.

[Bazle 1,575]

I had always been a great fan and advocate of PBG until my Nov/Dec trip, and nothing has changed since then.

 

There is a really big problem with service.

 

* Sometimes I am not even given a menu and have to request one.

* Meals turn up at considerably different times from the same order.

* Cooked meals hang around waiting to be taken to the relevant tables and are very often almost cold when delivered.

 

Pete has been aware of service issues for a long while and said he was getting them fixed. Far from that, they have got worse. It gives the feeling that he has lost interest in the place. I wonder if he is selling up.

 

It would be easy for him to get complacent as there always seem to be plenty of customers in the evening, but it won't go on forever with too many negative reports.

[PattayaPete 532]

Thanks for the feedback. I apologize unreservedly for any aspect of our service which has not been up to standard. As always if you are not happy with any aspect of the service at the Beer Garden then we will happily refund your money. Our guarantee to that effect is printed in every menu and all managers know they must honor it.

 

Secondly I'd like to assure everyone that I am as involved as ever in the operation and have no intention of selling out or lowering my involvement.

 

I believe we produce a consistent product most of the time but I know we do slip up occasionally. I am happy we do a good job most of the time but I am not complacent or happy when we do not live up to expectations. I can understand why some people might think I have not done anything to address some of the problems mentioned here as similar complaints have been made in the past. A little history might help you understand the amazing improvements we have achieved and why we still get it wrong occasionally.

 

From the beginning we struggled to meet the demand. We set up with the idea we would do about 100 meals a day (covers). From day 1 we were doing over 200 covers a day. Our first high season 08/09 saw us struggling seriously to keep up with demand which rose to around 400 covers a day. To meet this incredible and somewhat unexpected demand we made a lot of improvements to the system. This included doubling the number of chefs, doubling the number of service staff increasing the machinery in the kitchen and employing extra duty managers and and assistant managers to monitor our service quality levels.

 

Things ran fairly smoothly through 09 and high season 09/10. Service delay times were still slower than I was happy with from November 2009 - January 2010. The number of daily covers rose to around 700 during this time and we again increased the number of chefs and service staff. With the extra staff and improved systems we managed pretty well through low season. Knowing the big increase in customers we have through the high season we got ready for November 2010 - January 2011 by advising all staff that no leave would be approved during this period. We also pay all staff an additional 1,000 baht a month bonus provided they do not take any unscheduled leave. We do this because it is not possible to add any more staff as the kitchen is at capacity and additional people would just get in the way. We need everyone to turn up.

 

Our average number of covers rose to over 950 during this time. I think we handled it pretty well although there was the occasional times when problems did occur. If you know about restaurants you will understand that doing 900+ covers a day is pretty unusual for any restaurant and perhaps understand the logistical difficulties of serving that many meals. We were absolutely running at maximum capacity during this time and I was pretty proud of the what the staff achieved.

 

Things unfortunately went a little pear shaped this month (Feb 11). The problem was the expected drop in demand did not happen and we continued doing over 900 covers a day. Staff who had not had leave for three months had leave request in which we had to honour and to be honest we just were not ready for this level of demand in Feb.

 

The good news is that demand has dropped back to a more reasonable 750 covers this week which we can easily manage. For some unknown reason the peak of the high season lasted a few weeks longer than anticipated.

 

Virtually all problems we have experienced relate to demand being more than we can handle. This was true when we doing 200 covers a day in 08 and remains true when we do 950 covers a day in 2011. As fast as I can improve things, demand rises to max out our capacity again. From a business point of view this is great but I am never happy if we deliver substandard service. I suspect we will not see much growth above 950 covers as there is a natural limit to how many people can physically be accommodated. It is possible to increase table turnover times which could see further growth however as these problems tend to occur only between 8pm and 10 pm I think we really are close to a maximum limit.

 

The fact that we have not done as well as I would have hoped means further changes are in the pipeline. Really it came down to only two options . . . increase the kitchen size or increase prices to dampen demand. With the exception of a couple of dishes our prices have not increased since we opened. I'm really not keen on increasing prices as I believe a big part of the Beer Garden's success has been in providing a reasonably priced option for drinks and food in the Walking Street area.

 

That means the only option is to increase the kitchen size. This is not an easy thing to do as the kitchen is bounded on one side by the toilet block and the other side by the sea. Nevertheless the decision has been made and by some clever design the kitchen size will be substantially increased in June. It means closing down the food operations for a week which is why we have scheduled the work for the bottom of the low season.

 

For now I think we are back to more reasonable demand levels and we should cope well until the kitchen is modified and extra staff can be employed.

 

BTW the kitchen staff has been amazingly consistent throughout the last year. Interestingly the OPs complaint about the difference between the way day staff and night staff produced some meals may have lead to his latest complaint. We had a meeting with the cooking staff some weeks back and put in place extra procedures to ensure the meals were the same regardless of which chefs cooked them. It seems they standardized on the way the OP didn't like. I'll look into that again.

 

These problems are my problems and not our customers. I assure you all we are never complacent and never happy to deliver less than stellar service. If you are ever unhappy at the Beer Garden I apologize and encourage you to seek a refund - it will be given without any drama. Meanwhile we continue working towards making the Beer Garden as good as I know it can be.

 

 

Pete

[Bushcraft 2,608]

Fair enough Pete, a good response by an owner who obviously really cares.

Glad your problems stem from very high demand rather than the opposite, and good luck for the future.

[FatherMojo 2]

Nice reply. I always wondered when you were going to expand the kitchen as the production area is not big enough.

 

 

 

FatherMojo

[Barrief 250]

I've been frequenting the Beer Garden right from day one. I was the first paying and non paying customer there. At that time who could have forecast the phenomenal success that this place would be. Certainly not Pete. After two years retirement he opened the Beer Garden to keep occupied. To have something to do. And that's what's caused the problems there. He's a victim of his own success.

 

The Beer Garden is the biggest Bar/Restaurant in Pattaya, and as Pete says, it will take time to rectify the problems there.

 

In the meantime may I make a suggestion. Place a large Chalkboard just inside the main entrance, giving an estimate of the Service time at that moment. OK, I accept that the board will need updating every 15/30 minutes during peak times, but not difficult to do. This will relieve the pressure on the Kitchen and ensure that the quality is maintained. Customers will have the choice of waiting for food or just having a drink.

Edited February 22, 2011 by Barrief

[gaijin 146]

Just one more thing out of me about Beer Garden. One night last week I went to eat with a TG, and I ordered one of those strawberry shakes. Now I'm not sure what the custom is in Thailand with the extra shake they usually put into the shaker or another glass, but I would think they would give it to the customer. Now on this night, several wait staff were sitting around perhaps on their break at a table not far from mine and diagonally across. One of the wait staff brings a glass of strawberry shake that was perhaps halfway full to the wait staff table and gives it to her buddies. Then she goes back back to the bar and gets my glass, which appears to be a smaller glass than what she had served to them. I wasn't too impressed with this idea of giving my strawberry shake to her buddies when I paid for it, especially I could have shared it with my lady friend. Yea I know they are less fortunate than I, but doing this in front of me and then trying to cover it up just rubbed me the wrong way. I didn't say anything, but this thread would probably be the right place to voice it.

[bratpack 91]

  jacko said:

High season jinxes?

 

I tried the PBG twice, on recommendations I read here... both times I was unhappy with the wait time and the food.

Many Thailand restaurants fall to pieces when they get busy.

The Coolhouse has served me a cold pepper steak twice in the last month or so, they won't again.

I am not much into up-market eating as I am frequently in a hurry to go on the town and just need a good base to put many beers on.

I join the cheap Charlies in The Seasider, consistent basic food if you don't mind the dogs around your ankles.

 

Pete shouldn't need to be told.

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Nowt wrong with seasider 1 mate.

[ruffneck 1]

  gaijin said:

Just one more thing out of me about Beer Garden. One night last week I went to eat with a TG, and I ordered one of those strawberry shakes. Now I'm not sure what the custom is in Thailand with the extra shake they usually put into the shaker or another glass, but I would think they would give it to the customer. Now on this night, several wait staff were sitting around perhaps on their break at a table not far from mine and diagonally across. One of the wait staff brings a glass of strawberry shake that was perhaps halfway full to the wait staff table and gives it to her buddies. Then she goes back back to the bar and gets my glass, which appears to be a smaller glass than what she had served to them. I wasn't too impressed with this idea of giving my strawberry shake to her buddies when I paid for it, especially I could have shared it with my lady friend. Yea I know they are less fortunate than I, but doing this in front of me and then trying to cover it up just rubbed me the wrong way. I didn't say anything, but this thread would probably be the right place to voice it.

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You are kidding right?? Any bar that I have been in around the world where I have seen cocktails/smoothies or shakes made, if there is any excess then it always go to the staff or down the drain. So cos you are paying for 1 glass, you expect 1.1/2 cos there's excess - come on now be real!!

 

Cheers

[Mirkwood 342]

  Quote

Myself and 2 others were in there on Sunday night. We got there at 8:00pm and the place was VERY busy. We sat for a while and had a drink then ordered some food.

 

The service was fine and all three meals arrived at the same time. I had the bangers and mash which was well cooked and very acceptable, whilst one of others had the fish and chips.

 

My mates also concurred with the quality of their food and I recall making the comment that considering how busy it was, I was impressed with the speed of delivery (25 mins) and the fact that all 3 meals arrived at the same time

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I was one of the two others. Second time in last two weeks we have eaten there. It's been good for us.

[Gonzo 419]

  Mirkwood said:

I was one of the two others. Second time in last two weeks we have eaten there. It's been good for us.

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I never had any hassles at Pattaya Pete's joint and I have had quite a few meals there. There is no need to complain about his place on this forum. Pattaya Pete started this message board, before he handed it over to MM. If you have a complaint, don't start a thread before sending him a PM first. Pattaya Beer garden is the best and most affordable eating place on Walking Street

[ThaiLearner 18]

  Gonzo said:

I never had any hassles at Pattaya Pete's joint and I have had quite a few meals there. There is no need to complain about his place on this forum. Pattaya Pete started this message board, before he handed it over to MM. If you have a complaint, don't start a thread before sending him a PM first. Pattaya Beer garden is the best and most affordable eating place on Walking Street

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Where was Mirkwood complaining he was with the Bagman

[frostfire 1,279]

  Gonzo said:

I never had any hassles at Pattaya Pete's joint and I have had quite a few meals there. There is no need to complain about his place on this forum. Pattaya Pete started this message board, before he handed it over to MM. If you have a complaint, don't start a thread before sending him a PM first. Pattaya Beer garden is the best and most affordable eating place on Walking Street

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I think you should read some more of the thread, including my original post. You obviously did not bother.

 

I too until the last month have said nothing bad about PBG. Early last year I would eat there on average 5 days a week for several months, all with no complaint.

 

In the last 4-5 weeks or so I have not had a single meal there where something wasnt wrong - with the worst case being completely raw chicken.

 

While I like and respect Pete, I do NOT agree that this board is not the place for this conversation. This board is exactly the place for it. Not only has it brought to light many other people that have had problems (who would likely not have come forward), it got a public explanation from Pete that covers most of the issues so that people who would not have complained might go back and try again.

 

These forms are just for this type of conversation - thats the whole point.

 

And if you had read my original post, you would know why I posted here instead of taking it to Pete directly. I should have known he would read and reply, but this was not meant for him - it was meant to get a consensus to see if others have noticed the issue or if it was just me. As I stated, I usually only order a single meal there, so it may very well have been that one menu item and not the whole shebang.

[pattaya_mad 208]

inmy experiences the food at PBG as never been anything more than adaquate.

[Yzi 72]

i've only had Thai food in PBG and it has always been great.

Edited February 22, 2011 by Yzi

[gaijin 146]

  ruffneck said:

You are kidding right?? Any bar that I have been in around the world where I have seen cocktails/smoothies or shakes made, if there is any excess then it always go to the staff or down the drain. So cos you are paying for 1 glass, you expect 1.1/2 cos there's excess - come on now be real!!

 

Cheers

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No I'm not kidding. Actually I've had the excess of a shake given to me many times in bars around the world. While I do not expect it or even think about it, I found it a little insulting that the Thai staff at PBG gave it to another staff right in front of me, they tried to do it without me seeing but I did see it, and they sat a table near me. It's not a big deal to me, just that the gesture was not a positive one. When wait staff does things to irritate customers, the customer has all sorts of thoughts run through their minds. Like, 1.) Do they think I'm stupid and should put up with it? 2.) I feel like I'm getting ripped off. 3.) I'm not leaving a tip.

We're bringing up small issues about a place so many of us would like to see improve and continue to go back to.

[pcdodger 2]

  PattayaPete said:

Thanks for the feedback.

Secondly I'd like to assure everyone that I am as involved as ever in the operation and have no intention of selling out or lowering my involvement.

Pete

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Regret to say, the only time you do seem to respond is when you start getting complaints via the board. You have been made aware

of these problems for some months.

There are way too many other eateries in Pattaya to have to put up with bad food and service.

[Samsonite 188]

  ruffneck said:

You are kidding right?? Any bar that I have been in around the world where I have seen cocktails/smoothies or shakes made, if there is any excess then it always go to the staff or down the drain. So cos you are paying for 1 glass, you expect 1.1/2 cos there's excess - come on now be real!!...

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Just the opposite. I can't remember a time when the "excess" wasn't given to the paying customer.

[Grandpollo 366]

  pattaya_mad said:

inmy experiences the food at PBG as never been anything more than adaquate.

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This will be read the way that you don't want it to read by many. Unless you mean to say it is at best tolerable and often, not so good.

[Yzi 72]

  Samsonite said:

Just the opposite. I can't remember a time when the "excess" wasn't given to the paying customer.

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I'm sorry but i have to disagree. If product is priced by the serving size glass, that is what you can expect.

Imagine the scenario that someone once got the "excess" because bartender added too much products in it. Next time same customer will expect to have same amount for same price. Contribution margin (i hope that is the right word for it in English) will drop and no or too little money will be made from that sale. As all customers are equal, or should be, said product will either have rise in price or dropped from menu. No one wants to run a non profit enterprise.

[teelack 9,738]

  frostfire said:

While I like and respect Pete, I do NOT agree that this board is not the place for this conversation. This board is exactly the place for it. Not only has it brought to light many other people that have had problems (who would likely not have come forward), it got a public explanation from Pete that covers most of the issues so that people who would not have complained might go back and try again.

 

Thanks Frosty for starting the thread. In essence the thread got support and then it was responded to by Pete. That is the balance that I would have expected and I believe that you did the members a service by raising the subject. Pete therefore gets kudos by responding in such a fulsome manner.

 

I would also point out that there is no business in the world that will not improve if the spot light is not turned on it.

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[short 215]

Since this board was created by Pete I do think he deserves a few extra courtesies.

 

But I have to ask Pete, how does your staff make iced tea? Please tell me that they don't dump a can of Liption Lemon tea in a glass.

 

One other thing Pete, with all these whiners, sure you wouldn't rather be running a hotel?

[Samsonite 188]

  Yzi said:

I'm sorry but i have to disagree....

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You can disagree all you want, but that won't change my experiences. Even now, as a "senior citizen" I can remember when, as a child, the waitress at the soda foundation putting the metal container (used on the mixing machine) with the "excess" on the counter next to my glass. Ditto, years later (many years later ) when I would take my children out for a burger and a shake.

Edited February 23, 2011 by Samsonite

[toddmalcolm 3]

1. I spent 2 weeks over xmas/new year period in Pattaya, we ate our lunch at PBG every day. The service was easily 8/10, though i think we had the same service girl everyday so maybe we were just lucky in where we chose to sit. The location is 10/10, in all honesty i would say the food ranged from 6/10 to 8/10. Myself and my mate who travelled with me loved the place and the girls we took with us each day thought it was great as well...

 

2. This is the perfect place to be having this discussion, isnt this why the boards were started, to discus all that is Pattaya....

 

3. I thought Pete's reply was very open and honest and shows he is serious about keeping the customer happy.

 

4. I have never, ever, ever in all the years i have been getting my banana smoothie for breakfast been given the leftover .................sad but true!!

[gaijin 146]

  toddmalcolm said:

4. I have never, ever, ever in all the years i have been getting my banana smoothie for breakfast been given the leftover .................sad but true!!

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That's because you gotta order the strawberry! :lol