Antisocial media: Restaurant owner regrets flaming customer on Facebook
According to Andrew Capron, the owner of Boners BBQ, a customer recently nitpicked her way through a meal, paid a discounted price with a coupon, stiffed the waitress with no tip at all, and then posted a critical assessment of the restaurant on Yelp.
How did Capron respond? With what some are calling one of the major social media blunders of the year.
Enraged, Capron posted the woman’s Yelp profile picture on his restaurant’s Facebook page with this caption:
NOT WANTED! (Stephanie S.) left waitress 0.00 tip on a $40 tab after she received a Scoutmob discount. If you see this woman in your restaurant tell her to go outside and play hide and go [expletive] yourself! Yelp that [expletive].
Not a lot of Facebookers agreed with Capron’s tactic. By day’s end, Capron had taken the post down, but the damage had already been done.
News of the incident spread through Twitter and onto sites and forums, such as Business Insider.
Capron admits his reaction was hotheaded and indefensible.
“I am truly am sorry that I did that; there’s no excuse for my behavior,” he said by phone. “I acted out of the heat of the moment.”
Capron claims that he was reacting less to the negative review than the non-tip. “Stiffing the waiter or waitress is strictly intolerable,” he said. “Those people work for $2.13 an hour. That’s how they make their living.”
A blog commenter who claims to be Stephanie S. responded on the website Reddit, saying she did leave a tip. Capron disputes this. “She took her change, got up and left. Of course, that doesn’t make what I did right.”
Today, Capron apologized on Facebook with this post:
Dear, Stephanie S. – We are truly sorry, it was a bonehead move on our part. But more importantly – it was rude to you and an inappropriate use of social media, which has been a driving force for our business because we can’t afford traditional advertising. We rely on word-of-mouth. Your experience was yours to share and not mine to abuse. Boners BBQ is my passion and my life. Please give me the opportunity to serve you again at our expense- if not please allow me to fully refund your money on me, Sincerely, Andrew Capron.
Stephanie has not responded yet.
But to be fair, to do so she’d have to “like” the restaurant.
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© 2012 The Atlanta Journal-Constitution
215 comments Add your comment
Raji
January 10th, 2012
3:35 pm
First, and the appropriate response.
jack
January 10th, 2012
3:37 pm
I actually agree with what Capron did. My daughter works at a restaurant while she is interning at two locations here in town. The tales I here about “customers” that come in, complain about everything,, get the manager to cut the bill,, and then walk out without leaving anything for the wait staff is amazing. If you can’t take care of the people that are taking care of you, stay the F home and eat a frozen pizza. Well done Capron !!!!
Leslie Edwin
January 10th, 2012
3:37 pm
Good lord, Team Boners and Andrew Capron all the way! This makes me want to visit Boners.
Jimmy Baron
January 10th, 2012
3:38 pm
Checked out ‘Boners’ web site. What exactly are you selling?
YARDDAWG
January 10th, 2012
3:38 pm
As a restaurant owner, I must say there have been many times I have wanted to react in a similiar fashion, but have held off at the final moment. There is a small percentage of customers that are never happy, want everything for free and generally are unpleasent to deal with …. many times you can spot them and their ‘attitude’ as soon as they walk through the door. Some customers will do everything from wanting a refund once they have finished 75% of their meal to spitting in my wife’s face (yes that did happen). But the greatest feeling in the world is turning what you think is a problem customer into a fan of your establishment …. or at least turning their negative outlook (on everything) to neutral.
curt
January 10th, 2012
3:39 pm
Actually I think he was right the first time. The customer sounds like a a loser on a power trip who took it out on her server and needed to be called on it.
Funny Customer
January 10th, 2012
3:39 pm
I think it was the right thing to do to make the post. Heck he got an AJC article out of it. If his food is good people will be back. Customers like her are not needed. Customer is not always right.
FormerBartender to BarOwner
January 10th, 2012
3:39 pm
Atta boy, Andrew. I have no doubt this woman didn’t time. Most of the time when cheap skates use coupons they dont tip…
FormerBartender to BarOwner
January 10th, 2012
3:40 pm
*tip
Hells YEA!
January 10th, 2012
3:40 pm
I’ll be stopping by for some BBQ specificially because of this! The customer is certainly not always right! Way to go Boners!
Atlien
January 10th, 2012
3:40 pm
Problem solved if he pays he wait staff decent wages and tells his customers not to tip.
Jimmy Baron
January 10th, 2012
3:42 pm
Hey jack: how about the employer taking care of the employee? If I were that server I would rather work at Bones than Boners–I’ll bet the tips are MUCH better. LOL
Atlantan
January 10th, 2012
3:42 pm
I’m glad the owner stood up for himself – maybe he could done it a little less harsh, but the customer (especially the cheap jerks) aren’t always right…
YARDDAWG
January 10th, 2012
3:44 pm
Atlien – you obviously have no idea how restaurants operate. please log off your computer and go back to your Occupy protest.
Less Smiles
January 10th, 2012
3:44 pm
Where is Boners? While I am in exile from Baton Rouge, I want to congratulate this guy!!
jw
January 10th, 2012
3:46 pm
It would be a gutsy move on her part – considering she has upset several folks at the restaurant and they have the proof she stiffed them more than one way. Best thing for both is to apologize for each others actions, call it even and end it right there.
That won’t happen, all that is going to happen at this point is a civil lawsuit from Stephanie S against the owner of the restaurant. His hands are tied, he will always be perceived as the bad guy and, unfortunately, will ultimately pay a big price for his actions.
She will laugh all the way to the bank and still post the crap about his staff and restaurant all over the internet – kind of doesn’t seem fair – but that’s the way it goes in a litigious society. He can be as right as can be but the rules and public perception and jury will be with the customer.
Better come up with some better damage control Boner’s BBQ – the rules aren’t always fair.
nik
January 10th, 2012
3:47 pm
WTG Boners!!
Theresa
January 10th, 2012
3:47 pm
You know, it might have been immature and a knee jerk reaction, but I don’t blame the guy really.
LawDawg
January 10th, 2012
3:47 pm
Who cares? It sounds like she deserved it.
andrew r
January 10th, 2012
3:49 pm
stephanie s sucks. boners bbq was in the right. how dare you go eat somewhere use a coupon which makes it almost free not tip and leave a bad review on anything for that matter. stephanie s should be ashamed, what are you a child? the customer is not always right, also its hard to call someone that does what she did a customer. it all customers were like her nothing would stay in business. f her
Dawg Dude
January 10th, 2012
3:50 pm
Boner’s BBQ “where the wait staff get stiffies”
jw
January 10th, 2012
3:50 pm
Also, might want to check into that $2.13 an hour wage – not something I would brag about – seems you are supposed to pay a little bit more than that – it isn’t 1975, is it?
incredulous
January 10th, 2012
3:52 pm
Seriously? This guy just called a customer inappropriate names in a public forum. Regardless of whether she tipped or not (I believe she did), he is abusing his clientele in a majorly inappropriate way. How is it any different than if he berated her face-to-face? Why would you pay money to an establishment who hates its customers? Boners BBQ? I think I’ll pass.
Ancient Chinese Secret
January 10th, 2012
3:52 pm
Cust IS NOT always right. Good for Boners!
George Smith
January 10th, 2012
3:52 pm
If the wait staff only makes $2.13 per hour, it is only because that is what the restaurant owner has decided to pay. If Mr. Owner thinks wait staff makes too little, then give them a raise.
Michelle
January 10th, 2012
3:53 pm
Even as a former waitress during high school and college, I believe that the customer has the right to do any thing that she did do. This “the servers only make $2.13 an hour” is a total line. By law, their total of base pay plus tips must at least equal minimum wage. And I guarantee you that it does and probably exceeds it. You win on some customers and you lose on others. That’s the name of the game. On the flip side, the restaurant did was also completely within their rights if that’s how they want to run their business (publicly complaining about customers). In my opinion, if they want to ensure that their wait staff get paid a tip for each meal that they serve, then they should just build it into the price of the dish. If they don’t, then they get what the customer deems appropriate.
SAWB
January 10th, 2012
3:54 pm
Hey, way to go I am sick of folks who have something bad to say about everything. I meal is a time to enjoy the company of friends and family or to just have some alone time. If all she thinks a meal is about is filling her belly maybe she should get a big bag of pork rinds and stay home.
Boners Lover
January 10th, 2012
3:54 pm
I will certainly be going there for dinner, too. I applaud his retorts. Sick of the righteous, entitled, selfcentered attitude of people these days, they need to hear it back in their faces. Bring on the pork.
Luvfood
January 10th, 2012
3:57 pm
Stephanie S. is cheap and a jerk to top it off. How broke are you to get a darn near free meal and not leave a tip? Was the problem with the food or the service? Or both? But it doesn’t matter to people like this. I’m siding with the restaurant. He did snap, but people like this are infuriating. I don’t work at a restaurant, but I see them in action while out and they’re ridiculous.
Dave
January 10th, 2012
3:58 pm
What’s the guy apologizing for? The only thing he should apologize for is if there was a factual error in the posting, and nobody’s claiming that. The whole “the customer is always right” thing is the worst thing that ever happened to this country, because people think it means they can say and do whatever they want with no accountability.
Kat
January 10th, 2012
3:58 pm
I’m on the owner’s side on this one. If she picked at her meal and didn’t like it, she should have asked to speak with a manager and have him/her “right” the situation at that point. To do what she did is why I could never be a waitress. In fact, whenever I get excellent service (which happens more often than not), I ALWAYS ask to speak with the manager (which frightens the staff sometimes) to tell him/her how good the employee was to us – especially our kids.
Devil's Advocate
January 10th, 2012
3:58 pm
I don’t have any problem with a business responding to a review, good or bad. In face, I prefer businesses to be more interactive. It shows me that they care.
Now I do think Capron made a mistake by directing profanity towards the customer. The customer is NOT always right but you cannot become a thug in response to criticism. I wish Capron would have addressed the issues brought up in the customer’s review directly to either discount them or own them. Flame wars are for bored kids, rabid sports fans, and those who love politics too much.
Devil's Advocate
January 10th, 2012
3:58 pm
In fact!
SAWB
January 10th, 2012
3:59 pm
Oh yes I hope to make it down for some pork and fine company and I always tip.
iron eagle
January 10th, 2012
3:59 pm
he probably should have used a better tactic for sure. glad he had the decency to apologize. a dear friend runs a restaurant here in town, the other week someone yelp’d a review, she was totally negative, problem you say? she never once let a server or manager know there was a problem. how can you fix how can you redo if you don’t know?? no you have to find out by yelp and by then the damage is done…
tipping wise–i want to control who and how much i tip… i cant stand for it to be built into the bill…but i am not like many others… coming from the business i know how hard they work, i know how abusive some customers can be, i will tip well… if the wait staff did everything they could to make her stay at the restaurant better she was wrong to not tip…in any event she will probably sue…. one call thats all………
Bill
January 10th, 2012
4:01 pm
Although Capron probably should have tempered his response, it is absolutely inexcusable to stiff the waitress. Anybody who does that, for any reason other than blatant waitstaff incompetence, is a scumbag, plain & simple.
☺☻Have A Smile!
January 10th, 2012
4:02 pm
“Why would you pay money to an establishment who hates its customers? Boners BBQ? I think I’ll pass.”
He doesn’t hate his customers. He hates ONE, LOUSY customer. Can’t you read?
You = FAIL
Sydnar
January 10th, 2012
4:02 pm
All this for an $8 tip, that she says she paid. Eight dollars.
Dick Johnson
January 10th, 2012
4:03 pm
When did they get waitresses at Boners? It used to be you ordered and picked up your food at the counter. If he’s paying those workers $2.15 and relying on the tip jar to make up their wage, he’s a cheap bastard.
tim
January 10th, 2012
4:03 pm
She has every right to critique the food and he has every right to respond, but neither should be rude.
If he doesn’t like being on discout coupon web sites then don’t bash the patrons who use them. Just don’t partner with them antmore.
PS Stephanie……leave a damn tip!
Tired
January 10th, 2012
4:03 pm
Was the service exceptionally poor? It’s not noted anywhere if she didn’t tip because of genuinely bad service, or if she was just being cheap. When I use a coupon/Groupon/whatever I always tip on the full, un-discounted value of the meal, but if the service is terrible I don’t tip at all.
jack trent
January 10th, 2012
4:04 pm
STEPHANIE S. YOU ARE A DOUCHE
Sam the Man
January 10th, 2012
4:05 pm
I still don’t get the concept of tipping at restaurants. I would rather you restaurant owners raise prices and get rid of tipping. I really cannot believe restaurant owners actually believe a server taking a order worth 40 dollars, bringing the food to the customer, and refilling a drink is really worthy of actually asking a customer to pay almost 8 extra dollars to the staff. Let’s say I order a porterhouse steak and the bill goes to 70 dollars. What? I am asked to pay almost another 3 dollars as though the staff truly worked any harder to bring me a porterhouse instaed of a sirloin? Restaurant owners need to deal with paying their employees. That should not be an issue with the customer of any business transaction.
@GeorgiaBBQ
January 10th, 2012
4:07 pm
It doesn’t matter if the customer tipped or not. It’s part of the business unfortunately. It’s never right to put your customers on blast. Even though she didn’t tip, she paid for the food which is what keeps their business afloat regardless of the tip. You should always treat your customers with respect.
comeone
January 10th, 2012
4:07 pm
the owner was wrong she was the customer that had every right to get a coupon (good thing she did) an she has a right to post a comment on YELP isnt that what its for? I can appreciate some honesty. The customers are not always right just like the wait staff doesnt always deserve a tip some are clueless and dont even know the menu’s they serve. I am a consumer if I get good service then i tip good if i get bad service you get a dollar maybe that will make you work harder the next time. The owner took time out of his busy day (or what should have been) to comment on negativity says alot about the restaurant and its servers they may all be hot heads. All I can say is you get what you pay for so I dont thing Stephanie S was satisfied with the service or the food. I wouldnt take a refund or a free meal I would take his deragatory statements right to the bank as well.
I was going to Homegrown on Memorial Drive (used to be mammie kitchen) i enjoyed the food but the wait staff was clueless. I no longer go there just cause of the wait staff. If there is a menu then familarize yourself with it its your job. The place sells breakfast and has a list of menu items I asked for salmon, cheese eggs, and some toast (all on the menu just not as a combination) but this is what i wanted if you have to charge separate for each thing the waiter said we dont have that as a combination this was not my first visit i frequented the place an always ordered the same thing this particular morning i got a new waiter. The other waiter always made it happen with no questions I got exactly what I ordered and he got a 16% tip now I have some one new she got a quarter and I never went back. I am saying all this to say waitstaff works for the restaurant in order to get a tip I have to have prompt and courteous service (no tip no service)with a smile leave your attitude at the house.
mary
January 10th, 2012
4:08 pm
“I still don’t get the concept of tipping at restaurants.”
You sir, are an idiot.
James
January 10th, 2012
4:11 pm
I have to say I agree with the owner of Bones BBQ. Picky self center (AKA CHEAP) customers like Stephanie S bad for any business. Your products and services are worth more than this.
I support and you Andrew and what you stand for!
Lauren Davidson
January 10th, 2012
4:12 pm
I wonder what really happened. Stephanie could truly be a miser who thinks it’s appropriate not to tip. But I wonder if she got terrible service and THEN decided not to tip, then posted the negative review. Hard to slam someone who doesn’t tip b/c the service is horrible.
Ralph
January 10th, 2012
4:12 pm
At most restaurants, the profit margin is not as great as you think. Because tips are left for the servers, who usually have to share those with bar-backs and others, the law allows the restaurant owner to pay less per hour with the tips added in to the overall wage. Also know that servers are supposed to pay taxes on those tips.
I work for a restaurant chain where a “lady” complained because of a group of people right before they ate their dinner, joined hands and said a prayer. Being an admitted atheist, she was all bent out of shape over the public display of religion. “How could we allow such a thing”? Can you imagine some folks in the south saying grace before dinner IN public” (Please note sarcasm there) So our owners, after getting the complaint, sent her email to each employee and allowed us to respond to her individually. Our owners also responded by asking her never to “GRACE” our restaurants again.
I don’t know where Boners BBQ is, but you can bet I’m sure gonna find it, order a nice meal, say grace, and leave at least a nice tip.
Kat
January 10th, 2012
4:12 pm
According to the article on this that I read elsewhere, the woman (who happens to be white, Amanda) who was shall we say…sturdy…cleaned her plate and this was the only table – so the tip could not have been stolen. Whose to say what the truth is (customers or not). But she is definitely white and…sturdy…