Brixx Wood Fired Pizza Responds to Mistake and Admits – and Apologizes
We had to leave Brixx Wood Fired Pizza, felt unwelcome.
Unlike Reagan Tinsley and Will Skags at Macys Cool Springs, Franklin TN who still haven’t responded about what happened at Macy’s the day we shopped it, the folks at Brixx admitted their mistake specifically, explained why it happened, and apologized.
Thank you for reaching out to us. To make sure I have some understanding of all sides on this matter, I have read your review and spoken with the management at our location in Hendersonville.
I want to start by assuring you that our team in Hendersonville works very hard to provide a remarkable and positive experience for every guest who dines with us. That effort pertains to comfort, as well as food safety. In your case however, we were overzealous in applying the rule about outside foods. The main application of this policy is to restrict guests from bringing foods or ingredients they would like us to bring into the kitchen use in the preparation of their food. For their health and that of our staff and other guests, we cannot allow that.
That, of course, does not apply to your visit. While we would prefer your meal be 100% our cuisine, there are times when a member of a party really wants something we can’t provide. Fries are a good example of that. As bringing French Fries in does not create a health risk for our staff or other guests, we should have allowed you to do so. We have spoken with our staff so they understand how to handle requests like yours in the future. While I understand you did not enjoy your visit, your report helped us train and educate our team. We appreciate that.
Our staff was acting out of a desire to follow our procedures. They feel badly that it upset you and your family and hope you will dine with us again. And, I’d like to send you a complimentary certificate you can use for your next visit. If you provide me with your mailing address, I’ll drop it in the mail to you today.
Director of Marketing
Brixx Wood Fired Pizza