07/25/2026
Tonight was a reminder that we’re all human.
Running a small business means balancing busy rushes, training new employees, and giving young people the opportunity to learn valuable life and work skills. That also means that, from time to time, mistakes happen. A forgotten side, a missed gravy, or an order that isn’t quite right is never our goal, and we truly understand how frustrating that can be.
When a mistake is brought to our attention, we will always do everything we can to make it right. We believe that’s part of taking care of our customers.
What is difficult, however, is when those mistakes are met with insults, profanity, threats, or being told that we should “go to hell.” No one—whether it’s a seasoned employee, a teenager working one of their first jobs, or anyone else on our team—deserves to be spoken to that way.
To our loyal customers: thank you. Thank you for your patience, your kindness, and for recognizing that behind every meal is a group of real people doing their very best. Your understanding and encouragement mean more than you know.
We’ll continue showing up every day, working hard, learning from our mistakes, and striving to give you the best experience we can. We aren’t perfect, but we promise we’ll always do our best to make things right.
Sincerely,
-The Brian’s USA Diner Staff ❤️🍔
