Jun 05 2013
It’s not the Blork Blog style to use this venue to issue screeds against local businesses, but in the case of Green Café I will make an exception, and the exception is based on the fact that Green Café has failed in three dimensions: food quality, web site, and customer service.
I went to Green Café (the branch on rue Drummond) for the first and only time on May 24, 2013, where I ordered a Niçoise salad to go. Green Café’s Niçoise salad doesn’t much resemble a classic Niçoise salad, but that’s an issue of interpretation, not quality. (Theirs is full of chick peas, has no green beans, and they give you a choice of tuna or grilled chicken.)
I returned to my desk and began to eat. The salad was tasty enough at first, but as I got deeper into the bowl the abundance of vinaigrette began to overwhelm. By the time I got to the bottom it was more like vinaigrette soup than a salad. Way too much!
So I thought I’d do the right thing and let them know that they need to reel in the vinaigrette a bit. After all, good restaurants encourage constructive feedback from customers.
I went to their web site. As is sadly typical for restaurants, it’s a Flash-based site. Flash is bad for restaurant web sites for many reasons, including the fact that it fails on most mobile devices – and it’s while you’re mobile that you’re most likely to want to get the coordinates for a restaurant, or see the menu. It’s also a bad idea because it’s very likely no one in the restaurant’s staff or administration can update or change the site. This is the dirty secret of Flash-based web developers; once your hire them you’re usually more or less stuck with them for changes and updates. Regular HTML based sites – or sites that run on WordPress or similar systems – can be updated by virtually anyone with the correct login name and password.
In the case of Green Café, their site was not only Flash-based, but it contained an egregious error that no one seems aware of or is willing to fix. When you click the email link on the “Contact Us” page, where the email address is written in (Flash) text as “email@example.com,” a new, blank email message opens up with the “To” field automatically populated with their address. This is conventional, but in the case of Green Café, it populates the “To” field with the wrong address!
I didn’t notice the error. So I wrote the following constructive email message and promptly pressed “Send.”
Hello. Today I had my first Café Green experience; I got a salade nicoise (chicken) from the store on rue Drummond. There was WAY too much vinaigrette on it; about triple as much as what I would expect. This isn’t just me being fussy, the thing was literally drowning in vinaigrette. I couldn’t finish it because it was so soggy.
There’s no need to reply, but please do a quality check at that store and give the preparers a reminder of how much vinaigrette is a normal amount. I’d love to try another Café Green salad one day soon, but if it’s as soggy as this one I won’t go back.
An hour later I got the following email from the Green Party of Canada (emphasis mine):
Don’t worry, Ed, your email went to the Green Party of Canada. We don’t serve Salade Nicoise.
Go to the Green Cafe contact page, and scroll down to where it shows firstname.lastname@example.org. Click on that link and look at the address on the email.
The domain “green.ca” is the property of the Green Party of Canada and is being used, to our continual petty annoyance, by the “Green Traiteur & Café” in Montreal. We have written to them repeatedly and have never received even an acknowledgement.
As you can see, this is not a new problem. Note that the address error occurs on both the French and English side of Green Café’s web site.
I promptly copied my original message and sent it to the (presumably) correct email address (email@example.com), with the following paragraph added:
One other thing: the email link on your website is broken. Although it says “firstname.lastname@example.org,” when you click on it it populates your email “To” field with “email@example.com,” which goes to the Green Party of Canada. (They were kind enough to write back to me an tell me they had received the above comment. This is a re-send.) The same error occurs on both your French and English “Contact” page.
And then I waited.
Almost two weeks have passed. The error on the web site is still there, and even though I said “there’s no need to reply,” I would expect any decent company to reply as a matter of courtesy. I have not received a reply. I join the Green Party of Canada and doubtless many others in this club of people who receive no reply from Green Café when they try to contact them by email.
Any one of these infractions would be enough to warrant a frown along with the willingness to give another chance. Two of these infractions would prompt a personal boycott. But all three together add up to a frown, a personal boycott, and this public message to anyone who is reading – including, I hope, the management at Green Café.
Strike three, you’re out.
Update (June 2014)
A keen reader has informed me that Green Café has updated their web site. It’s no longer Flash-based, and the email address has been corrected. No word on whether or not they’re still over-dressing their salads.
8 Comments on “Three Strikes, You’re Out!”