506510 Sat Apr 05 18:17:30 -0700 2008 15 19 Outer Boroughs 0 3565454 So I had been to the Wafel Truck on their first appearance in Brooklyn and got a fresh hot wafel. It was amazing. Then after a few missed opportunities (they didn't stay out nearly as late as they indicated), I finally caught them at 5:20 PM today. I called them and they indicated that until 5 PM was guaranteed and 5-5:30 it was probable that they would be there. So at 5:20 I go and order a liege wafel. I asked for it fresh. I remember reading on their blog that people on Chowhound complained about how it was being reheated only and the quality declined significantly. I also read that after reading this they vowed never to reheat wafels as long as one requested it fresh. Well apparently they are at it again. They took a wafel from a box and put it on the wafel maker to either warm it up or fake that they were making it fresh. It wasn't even warm. I can't tell if they forgot to turn the griddle on or just didn't care. The wafel was cold and dried out. Then my parents asked for Brussels wafels. They say they only have liege wafels left. Uh, excuse me? What happened to fresh on request? The tub of batter was sitting right behind them! So my dad says, "The batter's right there." And then there response changes to "It'll be 3 minutes then." as if to deter him from requesting it. He says "That's fine." So they made the Brussels wafels for my parents. My mom enjoyed her wafel because it had belgian fudge and maple syrup on it. My dad, who got strawberries (canned, which is not consistent with the picture on their menu) on his, thought the wafel itself, while it had a good texture, was tasteless. He's diabetic and he thought it tasted like it had no sugar in it. There's something wrong with that. So what happened to their "fresh on request" policy? I know it was late, and I figured when they said after 5 was no guarantee that they would be there meant they ran out of wafels. But if they have the batter, why were they so unwilling to make it for me even after I requested it to be fresh? I won't be going back. Also, on an unrelated note: why do they arrive too late for breakfast and don't stay out late enough to get them with or after dinner as a dessert? Sat Apr 05 18:17:30 -0700 2008 56230 hamstrman 1 3573655 The Wafels and Dinges truck is always on the move -- sometimes they are in 3 different locations in a single day. It's possible that right after they served you, they left for Manhattan to go in front of Trader Joe's until closing. The truck makes two types of waffles: The Brussels wafel (light and crispy) and the Liege wafel (soft and chewy). The Brussels is the made to order one, whereas the Liege is not. But the Liege should NOT have been served cold to you, that is awful. Tue Apr 08 11:03:43 -0700 2008 3565454 10936 kathryn 2 3586060 Is the liege wafel EVER made to order, or fresh even, or is there some reason they make them all in advance? Fri Apr 11 17:27:04 -0700 2008 3573655 56230 hamstrman 3 3586452 I don't think it's ever made to order. Their web site says: "You will also notice that we always have stacks of pre-baked Liege waffles ready. The reason why we pre-bake the Liege waffles is because the dough needs to go through a proofing process, which is impossible to do in a truck. But mind you that a pre-baked Liege waffle is a totally different animal than a pre-baked Brussels waffle. A Liege will easily hold for days / weeks (in Belgium you can buy them on the supermarket shelves), whereas a pre-baked Brussels will lose it's texture within 10 minutes. Our Liege dough is made by a small artisanal shop in Belgium, which gives us a much higher quality than what you will find in other places in NYC (they import from the mass-production factories, i.e. quality of the butter, flour and yeast is different)." Fri Apr 11 21:32:20 -0700 2008 3586060 10936 kathryn 1 3656381 "If they have the batter, why were they so unwilling to make it for me even after I requested it to be fresh? " Hi, if you want to know why, I'd be happy to give you a real answer. Every day, before we close the truck, we close the Brussels iron half an hour earlier than the Liege iron. That's because the Brussels waffles are made with batter that spurts out of the iron under high pressure. It creates a mess that takes a long time to clean up, which is why we shut them down earlier. When we say we're done with Brussels waffles for the day, it has nothing to do with the amount of batter left on the counter. Second, yes our Liege waffles are currently flown in parbaked from Belgium. It has been my intent from day 1 to switch to baking fresh Liege, but I need to find a logistical solution for the proofing in the truck (Liege are made of dough that needs to proof, not of batter). We are going to change to freshly baked Liege over the summer. Also, what you read on our blog about our vow to never reheat was clearly about Brussels waffles. We are still sticking to that vow, every day. Our strawberries are never canned or on syrup. Never. Finally, we use real waffle irons to prepare the Liege because it gives much better heat distribution into the waffle. The heating properties of cast iron are totally different than anything else. You insinuation that we are faking something is just...well, a little far fetched. I'm sorry you weren't happy with your experience. We are here to give New Yorkers a great waffle experience, from start to finish. In that spirit we went the extra mile to serve you and your family Brussels waffles even though we had already cleaned the iron. Sun May 04 19:52:56 -0700 2008 3565454 153313 thomasdegeest 2 3656901 thomas "I'm sorry you weren't happy with your experience. We are here to give New Yorkers a great waffle experience, from start to finish. In that spirit we went the extra mile to serve you and your family Brussels waffles even though we had already cleaned the iron." How would a customer know that without an explanation? Very simple solutiion: Put up a sign that states Brussels waffles can only be ordered until 4 or 4:30pm. That way you won't have dissatisfied customers and you won't find yourself apologizing for not following your posted hours. As for the par baked liege waffles, a sign would clear that up as well. Had the waffle been sufficiently heated I doubt the OP would have been dissatisfied. As for: 'going the extra mile' to satisfy the customer: That wasn't done until the OP's father pretty much insisted on the waffles being made, so sorry, no points for customer service. :-} Mon May 05 05:16:24 -0700 2008 3656381 20921 Tay 3 3657094 I respectfully have to disagree. The OP clearly stated that they were told that waffels were "guaranteed" only until 5:00pm, and that it was only "probable" that they could get some until 5:30. The OP arrived at 5:20, 20 minutes past the "guaranteed" time, and a mere 10 minutes before the truck was shutting down. So, I think it was fairly nervy of the father to basically demand a brussels waffel. Basically, he was demanding service after the truck had stopped selling that particular product -- a product that is not pre-made, but rather made to order. Its kind of like going to a pizza shop at closing time and asking for a freshly baked pie as opposed to a slice that's sitting around. Moreover, the issue about cleaning is very real. If you've ever watched them actually make a waffel, it is clear that it causes quite a mess -- there is always batter running all along the outside the iron -- that batter must be cleaned up (as it no doubt contains raw egg) and the longer it sits, the more difficult it is to clean up. If you've made waffels from scratch at home, you would know this. I think that the owner showed great customer service. Perhaps signage would lead to less confusion in the future, but I find it difficult to pin this on thomas, and not on, what I consider to be, a rude customer. Mon May 05 06:56:02 -0700 2008 3656901 69781 elecsheep9 4 3657659 elec I understand what you are saying and I don't completely disagree, although I wouldn't call the father's request 'nervy' :-}. but I too would have made the logical assumption that the guarantee of availability would have referred to the availability of the product and not the time it took to clean the waffle iron. I have no doubt it takes a lot of time to clean it, but w/o signage, why would anyone just assume a customer would know that? If they felt that was such an issue, they could have politely explained their reasonong to the customer, but by attempting to dissuade him by saying something ridiculous like "It will take 3 minutes" all they did was give the incorrect impression that they were too lazy or indifferent to make the waffle.. As for good customer service, If you read the OP's OP, in part it states: "Then my parents asked for Brussels wafels. They say they only have liege wafels left. Uh, excuse me? What happened to fresh on request? The tub of batter was sitting right behind them! So my dad says, "The batter's right there." And then there response changes to "It'll be 3 minutes then." as if to deter him from requesting it. He says "That's fine." So they made the Brussels wafels " Sorry but I think Thomas undeservedly pats himself on the back. He, or his employee didn't graciously offer to make the waffles. When questioned as to why they wouldn't, they gave a lame excuse, and when pressed, wimped out and agreed. That is definitely NOT good customer service. Good customer service would have been to make the waffles and make a silent self promise to put up clarifying signage so this wouldn't occur in the future. I totally don't get any indication of the father having been at all "rude." Mon May 05 09:39:58 -0700 2008 3657094 20921 Tay 5 3657846 Whenever I've been there and ordered the Brussels, they've always indicated that it would take a certain number of minutes for it to be ready. (I can't say for certain that it is always "three minutes" as I seem to recall sometimes their saying "two minutes.") So I do not necessarily think that they were trying to dissuade the father from ordering, but were rather indicating the amount of wait. And honestly, every fresh to made waffel will take a number of minutes. Now it very well could have been that the person said the three minutes with a bit of an attitude, but that would be done more to express that they were complying with the order begrudgingly, rather than to dissaude. Of course, this is all speculation on both of our parts. Although certainly it sounds as if the OP had never ordered there before, so they may not have known what to expect. I certainly agree with you about signage, and perhaps the situation could have been handled a little cooler, but the fact remains, the father got his waffel after the time that they had stopped serving them. And while it may seem arbitrary to set up a bright line when to stop -- such a thing is necessary. So, it is 5:20, and you are packing up the truck to go to your next destination. You make an exception to make one last brussels for one customer. As that is cooking, another 2 people come and see that you are still makign brussels, so they ask for brussels. Can you turn them away? They will say, "but you made him one? Why can't you make us one?" So do you now alienate two more customers, or do make two more waffels, and allow more people to come along, further holding you up? Mon May 05 10:25:59 -0700 2008 3657659 69781 elecsheep9 6 3658009 I haven't seen the truck, but if they don't want to serve anymore, couldn't they just have closed the window?And if they're only serving a certain kind at that point, as tay said, a sign will do. Mon May 05 11:05:21 -0700 2008 3657846 12118 jdf 7 3658109 elec "And while it may seem arbitrary to set up a bright line when to stop -- such a thing is necessary" I agree. and the 'bright line' is called (drumroll!) signage :-} As with many restaurants/bars that post a 'last seating/call' time,) the owner has but to put up a sign indicating that "last Call" for waffles is __pm. It's so simple I cannot imagine why the owner hasn't thought of/done it, yet. I hate to be one of those. "Communication is key", people, but the solution is beyond obvious. No charge for the consultation/advice, Thomas, but free waffles for elec and jdf would be a thoughtful gesture. :-} Mon May 05 11:23:11 -0700 2008 3658009 20921 Tay 8 3658740 Amen to that! (And I do agree on the signage.) Mon May 05 13:36:17 -0700 2008 3658109 69781 elecsheep9 9 3658897 I can live with that! Mon May 05 14:14:00 -0700 2008 3658740 12118 jdf 6 3659241 //The OP clearly stated that they were told that waffels were "guaranteed" only until 5:00pm, and that it was only "probable" that they could get some until 5:30. The OP arrived at 5:20, 20 minutes past the "guaranteed" time, and a mere 10 minutes before the truck was shutting down.// Hi elecsheep9, They didn't indicate that I could not get waffles after this point, they indicated that the truck might be gone by that point. If the truck is there, I find it reasonable to expect that I can get a waffle, especially if the window is opened (as jdf pointed out). They also said they would be there until around 6 so while 5:30 was a maybe (I'm glad they say maybe rather then tell me they'd be there and then weren't), it was still far from "when they were packing up." //As that is cooking, another 2 people come and see that you are still makign brussels, so they ask for brussels. Can you turn them away? They will say, "but you made him one? Why can't you make us one?" So do you now alienate two more customers, or do make two more waffels, and allow more people to come along, further holding you up?// Funny you mention it because this is what happened. I would've felt bad if it didn't feel as if we had to chase after getting a waffle. I think we can all agree on this sign idea that would be a uniform solution where the people making the waffles would not have to begrudgingly make waffles in an attempt to not alienate customers. I've made waffles, although not authentic Belgian waffles, in a waffle maker and I know that it is messy, but this doesn't enter my mind while visiting a business that appears to still be in business for the day. When a restaurant is still open, they may tell you the kitchen is closing, but they won't appear to be still serving customers and tell you they would, but they have to clean the kitchen instead. No, they'd clean up after closing, even if they were forced to close early (again, just close the window). And last, but not least, I know I'm biased, but I don't think my dad was being rude. He didn't demand it, he was more confused than anything that the truck said it would be there, it WAS there, the batter was there, they "made" me a liege waffle and yet they wouldn't make the one thing they are there to make when they have the ingredients to make it right behind them. This was, after all the third time we showed up (twice before they were gone before they said they'd leave) and once again they were leaving 40 mins in advance of their advertised leaving time. Anyway, if they know they tend to leave or want to leave at 5:30, say 5:30 and not 6. If they have the batter to make more, make more if it's before 6 or don't say 6. And again, I return to the general question as to why do they come too late for breakfast and don't stay until after dinner? Park Slope is a big dinner neighborhood on Saturday night, so why not wait until later to leave and get a ton more business? Mon May 05 15:50:33 -0700 2008 3657846 56230 hamstrman 7 3659438 I think you are applying a very American-centric view to waffels -- they are either for breakfast (smothered in Maple Syrup), or dessert (used as a base for an ice-cream sundae). My understanding is that, in Belgium, waffels are really neither of those things, but rather, just a street food -- a snack to pick up and eat while you walk around the city in the middle of the day. Kind of like the sausage carts that are in Vienna, or, I suppose, the hot dog or pretzel carts in NYC. The Waffel truck is trying to recreate a uniquely Belgian experience in NYC. It does, indeed seem confusing, as we, as Americans, are not used to viewing waffels in this light -- but they are trying to broaden our horizons as to what a waffel can be. Mon May 05 16:47:58 -0700 2008 3659241 69781 elecsheep9 2 3659268 //Also, what you read on our blog about our vow to never reheat was clearly about Brussels waffles. We are still sticking to that vow, every day.// Point taken, I misremembered. //Our strawberries are never canned or on syrup. Never.// Certainly you'd know better than I, but it did not seem that way. I don't know what to tell you. //Finally, we use real waffle irons to prepare the Liege because it gives much better heat distribution into the waffle. The heating properties of cast iron are totally different than anything else. You insinuation that we are faking something is just...well, a little far fetched. // This was all I could imagine was the case as, 1) at the time I thought you were supposed to be making them both fresh (which was misremembered) and 2) it came out of the waffle maker as cold as it must've gone in. I've had your liege waffles hot and steaming before and they are delicious. I don't know what happened this time, but it was as if no heat was applied to the waffle. Is there some more reasonable explanation? Mon May 05 15:57:06 -0700 2008 3656381 56230 hamstrman