Dear Wellesley Friends and Neighbors,
I am writing to apologize to you for a challenging first few weeks of business at our beautiful new restaurant on Central Street.
For all kinds of reasons that you shouldn’t even need to worry about, we’ve made too many mistakes with your orders, forced many of you to endure incredibly unacceptable wait times, and provided the kind of service on occasion that could only be classified as “un-boloco”. The last two days have been by far the most challenging, with multiple team members calling out and leaving the restaurant severely understaffed and therefore wholly unprepared to delight and dazzle you, our guests.
We received the following email from a long-time loyal guest earlier this evening which captures the severity of the situation:
Hi. We are huge fans and eaters of all things Boloco. We are so happy you chose to open in Wellesley!
We were hoping to enjoy dinner at your Wellesley location tonight, and were very surprised with your staff’s glaring un-Boloco-like service. We noticed customers were leaving upon approaching the counter – and learned we too would have a 20 minute wait for our food.
There were only a few families in the restaurant so this came as quite a surprise to us. The whole experience was very un-Boloco like and you should be made aware of this. Many families left the restaurant tonight…and I fear if they are first time customers, they won’t return! We left vs. stay as it was such an awkward customer experience.
Please know that we are all over these issues and working on quick resolutions, but unfortunately I can’t guarantee they will disappear overnight. I can only ask that if you have an experience that is less than delightful, please let our team at Wellesley know, and if for any reason they don’t take care of you, I’d ask that you let me know personally.
Our commitment to turning wrongs into rights is unwavering. We will make it right. And in time, as we have done in so many other New England communities, Boloco will be the kind of restaurant and business that Wellesley can count on for delicious food, passionate customer service, and strong, consistent community support.
If you have any comments in the meantime, please feel free to share with me at anytime.
Thank you for listening, and for your patience.
CEO & Co-Founder