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Home Professional Guidance & Resources Customer Service

How Not To Do Customer Service Over Facebook

Ryan Thogmartin by Ryan Thogmartin
October 22, 2025
in Customer Service, Marketing & Social Media
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Disclaimer: If you are offended by vaguer language do not read any further.

Article from

A customer complained about her meal on the Facebook page of a Boston restaurant. They replied by calling her “fat” and a “bi**h.”

A customer complained on the Facebook page of Boston restaurant Pigalle, and chef Marc Orfaly replied:

A customer complained on the Facebook page of Boston restaurant Pigalle, and chef Marc Orfaly replied:

Then, the restaurant posted a message to its fans:

Then, the restaurant posted a message to its fans:
Source: boston.eater.com

The customer’s reply:

The customer's reply:

The restaurant replies, mocking her “fat face” from her photo:

The restaurant replies, mocking her "fat face" from her photo:

Finally, the owner wised up and issued an apology:

Finally, the owner wised up and issued an apology:

And a happy ending:

The customer wrote in a comment to Boston’s Eater.com‘s story about this, telling them that she and the owner have made up and all is forgiven:

It’s Me!! I am posting to let everyone know that Mark and I spoke at length about our recent Facebook smack down. He was right to say that if I was truly not happy with my meal I should of made a bigger fuss about it at the time it happened. He felt like there was nothing that could be fixed once we left Pigalles. He was very sincere and was the first to make amends. We both have apologized for our words and we are now FB friends! He offered me a make up meal and I will gladly take him up on his offer. He seems like a really nice guy and is very passionate about food! Ya got to love him for that. So all of you that have made comments good or bad I would strongly recommend checking out Pigalles . You might want to make reservation weeks in advance because as the saying goes, even bad publicity is good!

Via: welovebeantown.com

Ryan Thogmartin
Ryan Thogmartin

Ryan Thogmartin is deathcare’s most disruptive voice. The guy who turned a historically silent profession into a content-driven, culture-shaping, conversation-dominating landscape. As the CEO of DISRUPT Media, the largest and most creative agency in funeral service, Ryan has spent over a decade helping funeral companies win attention, build brand authority, and grow call volume with bold creative that actually converts. He’s also the founder and publisher of ConnectingDirectors.com, the largest and most influential publication in deathcare, reaching more funeral professionals every month than any other platform in the profession’s history.

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Comments 1

  1. fluidpusher says:
    14 years ago

    Sounds to me like it was all made up to get attention for the restaurant.

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