06/24/2025
My name is Jay Grey, owner of Broth and Odd By Worcester Brewing in the Midtown Mall. I’m reaching out today to share some perspective on a recent situation involving a negative review.
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 my staff, as always, responded professionally—informing her that I would be in touch. Just five minutes after the call, she posted a one-star review blasting both our food and our business.
While I wasn’t present during the incident, I trust and support my staff completely. Still, I took it upon myself to reach out personally, as I always strive to make things right. That day, I was at home with my 20-month-old son—one of the few moments I get with him while running two restaurants and working over 100 hours a week. I responded respectfully, letting the customer know I was spending the day with my child and would follow up soon. She replied that the previous day was her day off—implying I should be available regardless of my personal obligations.
I asked my mother-in-law to watch my son so I could call and speak directly with her. I apologized for the experience and asked, since she had confirmed eating several dishes, if she might consider removing the review. I explained that public reviews have real impact—not just on me, but on my staff who work hard every day to serve this community.
Instead of a conversation, I was met with yelling, insults, and personal attacks—including questioning my right to operate a Japanese-inspired restaurant because I’m not Asian. She also began recording our conversation without my consent. At that point, I ended the call and returned to spending time with my son.
This job is incredibly hard. For nearly a decade I’ve worked over 100 hours a week trying to build something special for Worcester. There’s no air conditioning some days, no signage to help us inside the mall, and still—we show up, cook, pour, and try to create something you can enjoy.
It’s painful to see strangers publicly tear down something we’ve poured our lives into—especially when the full story isn’t known. Our chef has over 15 years of experience, including time as the Executive Chef at The Chop House and Russo’s. Our former chef, who helped launch Broth, came back to ensure we reopened with the same flavors our guests remember.
These restaurants are in my blood—literally tattooed on my body. I’ve missed holidays, snow days, family time, and rest, all to keep our doors open and serve you the best food and drink I can offer. I know I’m not alone in this. Talk to Brian from BT’s, or the teams at Bucks, Maddie’s, Smokestack, Lock 50, Dive Bar, or Queens Cup. We’ve all sacrificed for our dreams—and for this city.
Worcester has so much potential. But it won’t become the city it could be until we all—myself included—choose to do better, to support each other more, and to lead with understanding.
If you’ve never visited, come try a beer, a bowl of ramen, and have a conversation. I’ll be at Broth and ODD by Worcester all week. I’d love the chance to serve you and show you what we’re all about.
With gratitude and resilience,
Jay Grey
Owner, Broth & Odd by Worcester Brewing
