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The New Brown Jug - Beware!

l
lel Sep 20, 2010 04:15 AM

The New Brown Jug, a Chelsea institution for pizza for the last 30+ years has hit rock bottom with its expanded menu and move to a new location. Let me briefly list the series of mishaps that occurred early Friday evening: 15 minutes for waitress to arrive after being seated; sweet potato fries arrived 20 minutes after ordering, and it was another table's order; one of two salads arrived 10 minutes later, and it was another table's order; second salad arrived 10 minutes later; first of three pizzas arrived 15 minutes later; second of three pizzas arrived 15 minutes later - inedible because it was undercooked (sent back); third of three pizzas arrived 10 minutes later - undercooked and barely edible (we were starving at this point).

I'm not a math major, but when I look at the numbers it took over 1.5 hours to get our food. I get that growing pains come along with a menu expansion and move to a new location. It wasn't the wait that was the most frustrating part. It was the total lack of accountability by anyone working in the establishment (owner and management in particular). I felt sympathy for the waitress. She kept telling us that "they don't know what they're doing in the kitchen. They keep yelling at me every time I check on an order. The new computer system has everyone confused. The Manager keeps yelling at me and telling me to wait"...and on and on.

It got to the point that it was actually comical. I saw several tables (the smart folks) get up and leave before ordering or receiving their food. The servers were bringing food from the kitchen and had no idea what table ordered what. They were walking up to tables and asking them if they ordered a particular item. Wow! I have never had a dining experience like that in my life. Every table was looking around at each other and complaining...and I mean every table. I can't imagine how much future business they lost during the 90+ minutes we were there. Gorden Ramsey and the Kitchen Nightmares crew where are you to help these folks?

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The New Brown Jug
1014 Revere Beach Parkway, Chelsea, MA 02150

  1. t
    treb Sep 20, 2010 10:28 AM

    That's pretty pathetic, did they comp you for anything. BJ is a great place, I hope they get things organized.

    5 Replies
    1. re: treb
      l
      lel Sep 21, 2010 04:13 AM

      No comp, no manager/owner (who was at location) acknowledging problem(s), no nothing. That is what made it so frustrating. I wasn't looking for a freebie. I was looking around the dining room at virtually every customer complaining and saw absolutely no one that would be considered a manager responding to the cluster f%#& that was occurring. The poor wait staff was left to take the heat. Pathetic! I agree that the BJ pizza is great when cooked properly. If they don't get their act together soon neither of us will be able to enjoy it. They'll be out of business. I'm a lifelong Chelsea resident and recognized several "regulars" get up and leave.

      1. re: lel
        b
        bark Sep 26, 2010 08:43 AM

        where is there new location?, will wait a few weeks for them to work out the kinks, but always loved the place, but haven't been in a few years.

        1. re: bark
          l
          lel Sep 27, 2010 04:06 AM

          Parkway Plaza in Chelsea. Not to beat a dead horse, but I would wait at least a few months. That's how bad it was.

          1. re: lel
            Schnowzer Sep 28, 2010 03:59 PM

            I stopped in to check out the new location last Sunday, and it was packed. I couldn't get a seat at the bar, so went over to the New Bridge Cafe, which was empty. I went back a few days later to pick up a Pizza for take out. It was great, but I could tell they are still working out the kinks.

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            The New Brown Jug
            1014 Revere Beach Parkway, Chelsea, MA 02150

            1. re: Schnowzer
              b
              brookerme Oct 18, 2010 09:06 AM

              I heard there were some service issues but recently we stopped for lunch and got a great pizza and a calzone pretty quickly.

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