I was noticing an earlier thread on Bean in Williamsburg (hidden within another thread) and thought I should throw my 2 cents in here.
When I first moved to the neighborhood, I went here and tried the much-raved mole sauce and enjoyed it. It wasn't the best food I've ever had, but it was fine, if a little pricey for the quality. However, since this experience, I have had some awful experiences with them.
I ordered a chicken dish and was very surprised to find pieces of bone within the burrito. At first I thought I was imagining it or mistaking it, but the 4 other people I was with all looked at the bone, picked it up, and confirmed that in fact -- it was certainly bone. (none of them had chicken dishes)
Unfortunately this was take-out order so there was nothing they could immediately do. I called Bean and explained the situation to them, and they said that was impossible as they get their chicken delivered boneless. I said, I hoped they were right, but there was certainly something resembling bone, and definitely not chicken in my burrito. They promised me they would come and check it out (as they were interested in what it was), and bring me something new.
I waited for 3 hours -- and no one ever came. After a few phone calls inquiring about my food, they confessed that they'd gotten too busy and couldn't come that night, but would leave a credit at the store and next time would deliver me anything at that value. I ended up eating nothing that night.
I was very hesitant to go back again, but having spent $10 that I never ate, I finally decided to order again. I placed my order and was told they could not deliver it to me as the total came to $9.50 and their minimum delivery charge was $10. I explained that was a ridiculous way to treat a customer given that I'd had a bad experience with them in the past, they hadn't delivered me food when they'd promised on a previous night, and this was a credit (and it was fifty cents!!!). After much discussion, and phone passing, they finally agreed to deliver my food -- but insisted aggressively on the phone "You better tip very well."
This blew me away -- as of course I was going to tip, but I also had already tipped on food I'd never eaten before (and generously at that!)-- and they were dealing with a customer who had previously had an awful experience with them -- and were demanding that I tip well at that-- talk about customer service -- this was ridiculous.
There's more to the story -- but the end result is that I will never ever return to Bean again. And I have told the story to many of my friends who will not return as well. As far as I'm concerned this type of service is completely unacceptable -- no matter how good food is -- and certainly when one is dealing with mediocre food at that.