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Worcester restaurateur defends staff after brutal review

  • Posted by Dining Out Jul 6 - Filed in Food & Dining - #Worcester  #broth  #Midtown Mall  #Dining Out  #Odd by Worcester  #Jay Grey  - 34,565 views


    Broth (Facebook)

    WORCESTER – The owner of Broth and Odd By Worcester Brewing is speaking out after a customer recently left a scathing 1-star review, saying the criticism hurt both his staff and his family.

    Jay Grey, who runs the ramen shop and brewery inside the Midtown Mall, shared his side of the incident in a social media post on June 23rd.

    Grey said a customer’s husband picked up a to-go order, and about 30 minutes later, the customer called to say she didn’t enjoy the food and wanted a refund. She described the food as “trash” and posted a negative review just 5 minutes after speaking with staff.

    Grey said his team handled the call professionally, and although he wasn’t at the restaurant at the time, he reached out personally that afternoon. He explained he was home caring for his 20-month-old son but would follow up soon. The customer replied that the previous day was her day off, implying he should be available regardless of his personal obligations.

    Grey said he asked his mother-in-law to watch his son so he could call the customer directly. During the conversation, he apologized for her experience and asked if she might consider removing the review, explaining how much it impacts his staff and small business.

    “She began yelling, insulting me, and questioning my right to operate a Japanese-inspired restaurant because I’m not Asian,” Grey wrote. “She also began recording me without my consent. At that point, I ended the call.”

    Grey said he works over 100 hours a week to keep both restaurants running, often sacrificing time with family and enduring difficult working conditions such as operating without air conditioning. He urged Worcester residents to support local businesses with understanding.

    “These restaurants are in my blood—literally tattooed on my body,” Grey wrote. “It’s painful to see strangers publicly tear down something we’ve poured our lives into.”

    He invited the public to visit Broth and Odd By Worcester Brewing to try their food and beer.

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