March 25, 2012

The Gimp Visits Matthews Bicycles

Business Name: Matthews Bicycles
Location: 7272 Pendleton Pike, Indpls., IN 46226
Date: 03/25/2012

  • Accessibility- ****
  • Performance/Reliability: - ****1/2
  • Problem-Solving/Conflict Resolution: ****
  • The Intangibles- ****1/2
  • Overall Experience- ****1/2

Before you start wondering why a footless guy in a wheelchair would ever bother to visit a bike shop, let me reassure you that I was not in the market for a bike (They do, however, make bikes for my situation!). As nearly anyone will tell you, fixing a wheelchair is an expensive and often time-consuming proposition. Wheelchair manufacturers are masters at tweaking their nuts & bolts just enough that you have to go back to them for all your repairs, a fact that is almost always inconvenient and expensive.

It ain’t cheap being a gimp.

So, as nearly anyone with a disability will tell you, you learn creative ways of dealing with the practical aspects of disability including finding ways to address finances. One such way is to look for those areas of life that “cross over” with the able-bodied consumer. In this case, your average bike shop can easily serve as a replacement for the more expensive medical supply/repair company when it comes to such basic things as wheelchair wheels, tires, tubes and minor adjustments. Quite often, the savings is astronomical. If you can purchase the supplies and install them yourself, well, it’s even more cost effective (I usually can’t…my hands are close to useless these day!).

Of course, the wheelchair manufacturers tried to sabotage this by making wheelchair wheels an “off size” that is a touch more expensive and not always carried by bike shops. However, the tires are usually easily ordered and I’ve found that comprehensive bike shops such as Matthews will often carry them on hand because they serve several individuals who use wheelchairs.

Matthews Bicycles is in a rather large building on Pendleton Pike on Indy’s northeastside. It’s a busy thoroughfare in what is regarded as a “working class” area of town. It’s a two-story building, but the second story is storage/office space only (Of course, one should point out that this likely means if you’re in a wheelchair you’d have a hard time working at Matthews Bicycles). However, in terms of being a consumer, everything at Matthews is on the first floor.

The front of the Matthews building is generally regarded as the “sales” area while most drive around back for “service” oriented issues. My reason for stopping is almost always regarded as service since I’m both buying and requesting they install the product. Both areas have ample parking, though it’s worth noting there are no designated handicapped-accessible parking areas. I have never had difficulty parking in this location, however, with most of the spots wide enough to allow wheelchair access. It was interesting on this visit because I pulled into the rear area of the store and another vehicle immediately pulled next to me…too close! However, before I could even say anything they’d looked over and obviously seen the wheelchair. They immediately moved their vehicle over a few inches.

Both front and rear entrances to Matthews Bicycles have automatic sliding doors. Yay! Access for a wheelchair is simple even for the largest power wheelchair. The service area is immediately to the right once you enter the rear. The counter is short enough that one doesn’t feel like a little kid at the candy counter. The same situation exists in the front, though the front entrance does have a slightly greater lip that may mean popping a wheelie for some wheelchairs.

The entire store is easily wheelchair accessible, with no difficult areas even when there’s a decent crowd (as there was on this Saturday). There’s also a private restroom that is easily accessed (though it wouldn’t quite meet ADA standards).

I have to tell you that I love going to family friendly bike shops. It just warms the heart. I love watching parents and their children trying out bikes, etc. This particular visit I was watching several families obviously purchasing bikes for their children, and there’s just this incredible glow between parent and child in these situations. I really love watching dads, in particular. This is one of those priceless father/son (or daughter) moments that you just absolutely sit back and adore.

It really comes down to customer service, and Matthews is always solid. First off, I’d visited the store on Tuesday and they were actually out of my tire size (the first time this had happened). They informed me that an order was going in that afternoon and would likely be in by Thursday. They took my information and informed me they’d call me once the tires had arrived.

They did. They followed through with a voice mail on Friday. I went in on Saturday and the tires were on the floor, but with my name on them. Excellent!

Now then, it’s also worth noting that wheelchair tires can be a pain in the butt to work with in terms of installation. My previous bike shop, no longer in business, always served me really well but on more than one occasion ended up cursing out my tires because they could be so difficult to remove. With Matthews, I’ve never picked up any hostility towards dealing with my wheelchair and they’ve never attempted price gouging. They are a tad more expensive than my previous bike shop, but their service is top notch. I was in and out with brand new tires within about 15-minutes. I was offered a chair so that I could transfer from the wheelchair and offered assistance (which I did not need).

Two tires installed without tubes ran me about $52.00. The two tires were right around $14-15 each, while installation was $10 per tire. Had I needed tubes, I’d likely have added right around $5.00 per tire. While this isn’t inexpensive, it’s a fair price that is likely $50-100 less than a wheelchair manufacturer would charge AND it’s done in a far more timely manner.

If you’re in the Indy area, I definitely recommend stopping by Matthews Bicycles for your wheelchair or for your bicycle!

Posted by on March 25, 2012 in Indianapolis IN, Retail Experiences and tagged , , , , , , , .

Leave a Comment

March 10, 2012

The Gimp Warms Up – A Follow Up

On February 18th, The Gimp Goes Shopping posted about my experiences with Breedlove Dobbs Heating & Cooling. The gist of the piece was that as a result of their error, I missed out on a $200 rebate that I should have received as a result of my purchase of a brand new energy-efficient furnace in late October, 2011. As I always try to do, I want to acknowledge the follow up that has occurred since the posting of my experience.

Two days ago, Jeff Rich, a co-owner of Breedlove Dobbs and the person who sold me the furnace, called me and stated that one of his employees had read my blog (See, I told you. People read “The Gimp Goes Shopping!). Mr. Rich apologized for this experience, acknowledging that he’d had much going on during the period that I purchased my furnace and that he’d not performed up to his usual standards.

First off, kudos to Mr. Rich and Breedlove Dobbs for both being aware of the impact of social media and for immediately following up regarding the experience. While I still got the sense he didn’t quite “get” why the rebate had been denied, he ultimately owned the experience and apologized for it.

Most of you may consider this next piece a bit disappointing or, minimally, a hit-and-miss response by Breedlove Dobbs. While there’s little question that the appropriate response would be $200 in compensation given that this was the amount lost due to the untimely delivery of the required paperwork, Mr. Rich did offer a compromise in the form of some sort of adaptation of the service/warranty agreement. He was going to speak to his office and, as of this writing, I’ve not yet heard what this will be. I’ll ultimately assess this response once it’s completely know but, once again, I do give some kudos to Mr. Rich for “offering” some degree of compensation rather than waiting on my own “demand.”

There was one statement that Mr. Rich made that I feel like brings up a valuable subject for consideration. In contemplating what he obviously considered to be a serious complaint, he sort of implied that he’d wished I’d come to him rather than write about it publicly (These were not his direct words, but it’s how they were received). As he was making his statement, I found myself thinking “I did come to you. I didn’t get a response. Instead, I got a form to submit that you knew was already too late.” In other words, we were both thinking something but not really saying it.

But, this thought really made me contemplate the question as to whether or not I wrote about my experience too soon. Had I really done everything I could to resolve the issue? Should I have attempted once again after the rebate was “officially” denied? Or was that enough of a final straw to justify my blogging the experience?

After a couple days of contemplation, I find myself mostly comfortable with the fact that I chose to write about the experience rather than contact the company once again. But, I also find myself understanding his point that, ultimately, I could have contacted his company after the official denial to express my concerns. What is the point of taking an issue farther? When do we stop talking to a salesperson and ask for a manager? When do we find ourselves so troubled by an experience that we write about or tell others about it?

There’s no easy answer, of course. For me, the “need” to write my experience is often borne out of both emotional and intellectual frustration. I typically write when I feel like I have either resolved the issue as much as it is going to be resolved or I write when I’m just plain so frustrated that I need to express it. In this case, I’d lost faith that the company would make it right. So, I felt justified in acknowledging my experiences. I didn’t “trash” the company, though my sense was that Mr. Rich sort of felt this way. I acknowledged the service folks were good. I simply felt like I’d had a major problem, a lost rebate, and the company simply didn’t resolve the issue satisfactorily.

I could have called again, but there comes a time when writing or telling others is the way to go. To their credit, Breedlove Dobbs responded and continues to address the issue.

So, while I’ll write when something goes wrong I’ll also write when something gets corrected and the company responds with “right” actions.

Oh, in case you’re reading this Breedlove Dobbs, by Friday I’d already sent another customer your way. Because, after all, good customer service…even when a little late, will win me over every time.

 

Posted by on March 10, 2012 in Home Improvement, Indianapolis IN and tagged , , , .

Leave a Comment

March 3, 2012

The Gimp Goes to New Age People

Business Name: New Age People
Location: 1484 West 86th Street, Indpls., IN
Date: 03/03/2012

  • Accessibility- ****
  • Performance/Reliability: - ****1/2
  • Problem-Solving/Conflict Resolution: ****1/2
  • The Intangibles- ****1/2
  • Overall Experience- ****1/2

New Age People, what I would call a lifestyle store for the spiritual seeker, is the largest store of its kind in the state of Indiana. Originally based in trendy Broad Ripple, a few years back the store moved to the northwest side of the city near 86th & Ditch Road. The store used to be a regular stomping ground for me, but after I moved to the eastside my visits became less frequent.

Now then, out of a sense of fairness and transparency, I should tell you that New Age People was an early supporter of mine having both supported the Tenderness Tour in the past and having also carried both of my previous books. While I don’t visit often, these are people I feel like I know, I enjoy and I deeply appreciate. When I need a refill of energy while surrounded by humanity, as I did today, New Age People is still a place I will go.

New Age People is located in a strip mall in a comfortably middle-class area of town. They are just about smack dab in the middle of the strip, and while there aren’t curb cuts directly in front of the location they are located both to the right and the left of the entrance. Parking is ample in this strip mall, with every other row having a minimum of two designated wheelchair parking spots (and up to 4). The curb cuts are appropriately made and would meet ADA requirements. The entrance to the store is through two wood, manual doors that feature a long handle that might prove a tad intimidating to some with limited range of motion. They fit with the store’s generally serene interior. I would have no trouble saying that were I obviously having trouble opening the door, a member of the staff would be there within moments. As I was leaving, the young woman working the cash register had the front door open before I could even arrive at it. I do realize, of course, that some folks with disabilities might consider this a tad condescending. I find that there’s a difference between “condescending” and someone offering assistance or attempting to provide a service. In this case, it was simply an act of kindness and was received as such.

As you enter the store, it’s easy to be a bit intimidated if you’re in a wheelchair. New Age People features a lot of glass/breakable items, and tends to be decorated with an eye towards journeying through the store. While there’s an obvious “retail” feeling to it, it’s a remarkably relaxed atmosphere. As you enter, you see the main counter which features several jewelry cases, etc. There’s just about always somebody at this counter to greet, offer assistance, etc. As the store does offer psychics, it’s not uncommon to realize that when they ask “How are you?” they’re genuinely listening to your response. As I get older with my disability, I have no trouble acknowledging there are days when getting cleaned up and looking my best is more challenging. This is a place where I feel like I can go “as is.” To the left of the larger counter space is an area that largely includes gemstones and gemstone related items, an abundance of incense and candles (seriously, a TON!), personal care products with a focus on herbal and a few nic-nacs. To the right, are the “finer” items including the aforementioned breakables. This includes musical instruments, bowls, artworks (mostly smaller) and items from a variety of spiritual paths including Christianity, Buddhism, New Age, Native American and others.

As you head towards the back of the store, there are areas for clothing (a fairly limited but still impressive selection), books/cd’s/DVD’s, and a small counter that offers herbal teas and small snack items. New Age People also offers classes on a variety of subjects, psychic readings, massage therapy and other services in a few rooms located in the back of the store. These rooms are all tastefully decorated and wheelchair accessible. I’ve not had a massage at New Age People…let’s face it, doing so can be an interesting challenge considering transfers and body issues. However, my sense is that this space would be inviting to someone with a disability. I cannot speak for the massage therapists as I do not know them.

There’s a public, single user and uni-sex bathroom in the store that is generally wheelchair accessible. However, I will note that the area around the bathroom is a tad “busy” and could prove a difficult maneuver for some folks in wheelchairs and definitely for power wheelchairs.

One of the most impressive aspects of New Age People is just how well they’ve spaced the aisles. While there were a couple tight spots today, especially in areas around the front breakables and in the space between the snack/book area, it’s fairly amazing how accessible the store is overall. It’s worth noting that I visited the store today on the same day that a psychic fair and multiple classes were going on. So, business was higher than usual and the store was quite crowded. I still had an ability to reach every single aisle and location in the store without asking for assistance (though I did brush the bells repeatedly in the front section).

The counters are all low enough that a person in a wheelchair can see them and can see all the items in them. While all stores have high items, New Age People has obviously made an effort to be inviting to all.

New Age People has always been my favorite place to pick up incense (I’m an incense and candle junkie). So, I found myself lingering for awhile and enjoying the energy of the space (and visiting with old friends) while perusing the seemingly endless supply of incense available.

Everyone loves finding those places in life where you go and you simply feel like you can “come as you are.” For me, New Age People has always been such a place. Three times (by three different people), it was offered to take a chosen item back up to the counter so I wouldn’t have to carry it. What can I say? Excellent customer service and an inviting, comfortable atmosphere all add up to a pleasant shopping experience for The Gimp.

Posted by on March 3, 2012 in Indianapolis IN, Retail Experiences and tagged , , , , .

Leave a Comment

February 18, 2012

The Gimp Gets Left Out In The Cold

Business Name: Breedlove Dobbs Heating & Cooling
Location: 3702 N. Shadeland Avenue, Indpls., IN 46226
Date: 10/25/11 to Present

  • Accessibility- ***
  • Performance/Reliability: - ***
  • Problem-Solving/Conflict Resolution: **
  • The Intangibles- **
  • Overall Experience- **1/2

I waited.

As an adult living independently with a disability, there’s little I dread more than needing home repairs. While my father’s a carpenter, he’d be the first one to tell you that the mechanical gene simply wasn’t handed down. While I can handle website design to a certain degree, virtually everything involving mechanical skills is completely beyond me.

Car repair? I haven’t a clue.

Heck, wheelchair repair? Not a chance.

Plumbing? Electrical? Even simple home repairs? Yeah, right.

In a newer home, this mechanical deficit might not prove to be a big deal. However, I wasn’t exactly thinking with my brain when I opted to purchase a 3-bedroom ranch on the northeastside of Indianapolis that just so happened to be built in 1955. Okay, so it’s not exactly a log cabin. Still, a 50-year-old house is almost destined to have more than a few issues and my home is definitely no exception to this rule.

After having struggled for the last couple years with my furnace, which I’d believed to be an original, my hand was forced on the issue when a bout of severe weather in the area caused an electrical surge to go through the house that knocked out the power and killed the furnace. So, after a couple months of stalling things in the fall of 2011, I finally began exploring options in early October. I contacted Breedlove Dobbs Heating & Cooling at the recommendation of a couple friends plus my home church, all of whom have had generally positive experiences with the company though two out of the three also noted that they can be a little pricey and a little over-zealous about selling rather than repairing furnaces. Still, I thought to myself, “if they can handle my church’s old boilers then they should do just fine with my older furnace.”

I contacted Breedlove Dobbs through their website, a preferred method of contact for me as my daytime hours are frequently quite busy and stopping to make a telephone call is not always possible. Two days later, I received a call from their customer service and scheduled a technician to come out. The first technician arrived on time and went about assessing the damage to my furnace and the potential for repair. The technician concluded that it could be repaired, but that it would likely be in the hundreds of dollars given the furnace’s age and I might be better off to reconsider replacement. As this was not the first time that replacement had been recommended, I found myself willing to explore the possibility more as a current tax credit would expiring at year’s end and my current furnace was far from energy efficient.

I quickly learned that the first technician was unable to have this discussion, however, as only the company’s owners (The Rich Brothers) did actual sales. I would need to schedule a second appointment, again taking some time off of work. Much to my dismay, the $25 off coupon on the company’s website (designated as only for a “service call”) was not accepted and I paid the full $69. Fortunately, I did learn that the sales visit would have no charge.

I scheduled the appointment for a sales visit for a couple days later and, once again, Mr. Rich arrived on time. We discussed options, particularly three energy efficient models that would quality for a $200 rebate through Citizens Gas (my local gas company) and a $150 tax credit. The company offered a “six months same as cash” through GE Capital Bank with approved credit, an option that made it possible for me to pay 50% up front and to finance the remainder with the plan to pay it off within six months.  I was provided a written estimate for all three models ranging from $2,571 for the least expensive to $3,641 for the most expensive. All three prices included a “parts & labor” warranty for 10 years plus a service contract for the first year. They would also replace the flue pipe. I was informed that I would receive the rebate within a few weeks after installation.

Breedlove Dobbs was established in 1974 and is a factory authorized dealer of Bryant Heating & Cooling Systems products. Mr. Rich was quick to point out the company as being a recipient of Bryant’s “Gold Award,” the highest standard among Bryant’s dealers recognizing quality products & service. Mr. Rich shared that this had long been a goal of the company, thus I believe this past year to be the first year Breedlove Dobbs received the recognition.

It was mid-week when I’d tentatively agreed to purchase the least expensive of the energy efficient models at a price of $2,571. We stated that we might start work the following Monday, however, I did want to confirm that I’d qualified for the “six months same as cash” deal rather than a straight credit agreement. Mr. Rich stated he would let me know as soon as possible and that he would be returning right back to the office following our visit. By Friday, I’d not yet heard that the credit was in place so I e-mailed Mr. Rich to inquire as to the credit issue and to check on the status of Monday’s possible service call as I needed to make work arrangements. By Monday morning, I had not heard anything so I went to work and, of course, about 9am received a call from the company informing me that the crew was on its way. Despite being frustrated at the lack of confirmation, I was able to make quick arrangements at work and returned home to let them in.

The crew that worked to install my furnace worked in a timely and professional manner. While I’d hoped to have someone at my home while they were working, I ultimately needed to return to work and left the crew to complete the tasks as I work only a few minutes from my home and could return quickly when needed. About 4pm, I received the call that installation was nearing completion. I returned home. The crew wrapped up their work and left after ensuring that everything was in working order.

It was rather warm on the day of installation, so the furnace itself didn’t really come on until the temperatures dipped down later that night. It was at that point that I heard a rattling that simply didn’t sound right. I thought, perhaps, it was just the newness of the system and didn’t worry about it initially. I finally did contact the company again, again by e-mail, and a couple days later received a returned call (I’m not quite sure why they have e-mail as evidence points to the fact they don’t use it and certainly don’t respond to it). The technician returned to my home the following day and it was determined that there was a slight problem with the way the flue pipe was curved. The technician fixed it.

I waited 2-3 weeks and found myself wondering “Did he say “two” or a “few” weeks for my rebate?” Having not been told that any additional steps were required, I didn’t worry that much about watching the clock. After all, we were entering the holiday season and it really wouldn’t surprise me if we hit January before something arrived. By early January, I’d not yet received a rebate and I began to grow concerned. I again e-mailed Mr. Rich, heard nothing and finally called the office on January 4th, 2012.

I heard a long pause. “Did you get the paperwork?,” the voice on the phone asked. “What paperwork?,” I replied. “You only had 60 days to send in the paperwork to Citizens Gas,” the voice replied. “I never received any paperwork to send in,” I responded. “Jeff (Mr. Rich) said I would get a rebate two weeks or a few weeks after installation,” I explained.

“Let me see what we can do,” he replied.

I came home that evening with the required paperwork for both the rebate and tax rebate at my door. The paperwork clearly stated that the forms and invoice, which I’d not received, must be postmarked within 60 days and it was already one week past this time. However, I quickly e-mailed everything in to the appropriate e-mail address with the required documentation and the invoices I had. 3-4 weeks later, I received notice that they needed the actual notice of invoice (that I’d not received). So, I again contacted the company (by phone this time!)  and requested the invoice as well. I gave them my e-mail and fax numbers. After two days, I’d not yet received it so I called again. They faxed it that day. I mailed it in and, now, today…

It was denied because I had not gotten it in within 60 days.

So, I go back to my first statement.

I waited. I waited for all of this to resolve until choosing to write about it. I’ve got 10 years of Breedlove Dobbs servicing my furnace and, quite honestly, their technicians have been quite solid. They are all NATE certified and, kudos to Mr. Rich, the company pays for their training (as long as they pass). I really found myself hoping this would all work out nicely and the rebate issue would be resolved.

After all, and I say this with no hesitation, if my company had goofed up and cost a customer $200 I’d be eating the cost and I’d make it right. There is simply no question that’s the ethical thing to do. It’d be different if I’d been informed and simply missed the deadline (even if I didn’t have the paperwork…if I knew there was a deadline and didn’t call them, then I share the blame). However, I wasn’t given a deadline, the forms, a receipt or anything required to make the rebate happen. I lost $200 because Breedlove Dobbs didn’t do their job. Period. They knew when they dropped off the forms to me, finally, that the date had already passed. Did they assume Citizens Gas would just pay it? I have no idea, but that’s the point where a company should say “You know what, we screwed up. We’re going to make it right.”

Instead, I received forms on the door with no human contact, no explanation and no apology. Instead, I received forms that were filled out incorrectly (my tax form actually says I bought the furnace in December 2012).

I did my part. Within a few hours of receiving the forms, they were sent in. The furnace is already paid off…well within the six month period.

This isn’t really a customer service having much to do with my disability, but it is a customer service issue. This was a chance for Breedlove Dobbs to prove that it’s a “Gold Award” company by acknowledging its mistake and making it right. No company wants to lose $200. I understand completely. I had plans for that $200, too. But, instead of owning it and moving forward and likely earning a customer for life you’ve instead ended up the subject of a lecture on customer service in a popular customer service blog. You’ve lost my non-warranty business and I’m telling people.

In other words, you’re losing more than $200 worth of business by not making it right.

You proudly report yourselves as graded “A” by the Better Business Bureau and tout your Angie’s List record. Well, guess what? They read this blog.

Bryant? I have no doubt this blog will end up in their mailbox, as well.

To those of you reading this blog, this should be a “teachable moment.” When you make a mistake, own it and take responsibility for it. Mistakes will happen along the way, but it’s the companies that are able to honestly, directly and completely address those mistakes who win the customers. Likewise, I don’t care how good your product is if your customer service doesn’t back it up.

After waiting for months to write about this experience, I’ll be the first one to acknowledge it could still work out. Breedlove Dobbs or Bryant or someone else could read this blog and think to themselves “We need to make this right.” I hope so…there’s a certain legitimacy in the idea of “better late than never.” But, perhaps, this will also serve as a reminder to other home improvement companies that customer service does matter. Great quality is important and prices are paramount, but when it comes down to it treating someone well and right and justly is just about the best thing you can do to keep a customer.

 

Posted by on February 18, 2012 in Home Improvement, Indianapolis IN and tagged , , , , , , , , .

Leave a Comment

February 14, 2012

The Gimp Goes to Shelbyville

Business Name: Bellacino’s Pizza & Grinders
Location: 1620 East Michigan Road, Shelbyville, IN 46176
Date: 2/14/12

  • Accessibility- ***
  • Performance/Reliability: - ***
  • Problem-Solving/Conflict Resolution: ***
  • The Intangibles- **1/2
  • Overall Experience- ***

    I would love to tell you that I spent a romantic meal at Bellacino’s Pizza & Grinder’s in Shelbyville, Indiana. Unfortunately, I’d be lying. Truthfully, I was in Shelbyville today for a work obligation and decided to take the opportunity to stop and visit a local restaurant for The Gimp Goes Shopping. After driving around a bit, I settled upon Bellacino’s Pizza & Grinders. Bellacino’s is a national chain with over 85 restaurants including a couple in Central Indiana (who knew?).  All of their restaurants are franchisees, none are corporate owned and, thus, this means that style, service, menu and accessibility may vary from location to location.

The location in Shelbyville, Indiana appears to exist in what was previously a greasy spoon of some sort as it just sort of has a retro styling with big front windows and a sort of “doughnut shop” feeling to it. It sort of reminded me of the old Dunkin’ Donuts design before they got all fancy schmantzy. Despite apparently having Bellacino’s right here in Central Indiana (one in Indianapolis, one in Plainfield and one in Carmel), I’d never heard of it and actually thought I might be stumbling into a local restaurant.

Oh well.

I’ve noticed that usually when a restaurant advertises “pizza and grinders,” I tend to fall in love with their pizza. There’s just something about restaurants that combine these two menu items that makes my heart and my stomach smile. So, despite a wealth of other options, I opted for this experience. For those who don’t know, a “grinder” is a made from scratch Italian sandwich. There’s an emphasis on freshness and oven-baking can frequently be found in these settings. Such was the case at Bellacino’s, where “we’re oven-baked” can be found proudly posted in the restaurant.

The location in Shelbyville is a free-standing building that, as noted, appears likely to have been some sort of diner previously. The chain first appeared in 1959 and is Michigan-based with dine-in and carryout options in 15 states now. This location also offers catering, though it was unclear if this is a standard for Bellacino’s. Bellacino’s had the look and feel of a very “working class” establishment…no fancy decor or authentic Italian design. Bellacino’s keeps it quite simple, though it’s certainly not what I’d consider a hole-in-the-wall.

The building itself is rather modest in size with a small parking lot that included two designated wheelchair parking spots (w/signs). While these spots don’t quite meet ADA standards, they did suffice and I had no difficulty with parking or worrying about whether or not I could get back into my vehicle upon my leaving. The building features a curb cut, quite well done, between the two wheelchair parking locations. There are two doors into the restaurant, both glass and manual. The doors are light and the doorways definitely offered enough space for even a large wheelchair. The 2nd door is inside an enclosed glass area. As you enter the restaurant, to the right is the dining area…Approximately 20-25 tables, less than half of which could be considered “accessible.” I saw approximately a half-dozen tables that were your standard restaurant tables with chairs. There were no tables for small parties…I sat at a table that offered 6 chairs, a bit of a waste should the place have been packed (and it was getting crowded when I left). The chairs were modestly easy to move for wheelchair access, though given the small size of the restaurant it was difficult to decide where to put it. The remainder of the tables in the restaurant are “high-top” tables similar to what you often find in a bar.

If you go straight forward once entering the restaurant, you go to the ordering counter. You order at the counter, get your own drink (They did have my beloved Gold Peak Iced Tea!) at beverage dispensers that are fairly standard, though a touch high. The food is brought to you, which eliminates any challenge with carrying food items.

I ordered the “Tuesday Special,” a personal (8″) pizza with one-topping (I chose pepperoni), a slice of garlic-cheese bread and a drink for $5.99. The meal arrived in a timely manner and was still hot upon arrival. They also offer grinders (Duh!), pasta, salads, appetizers and ice cream.

The pizza was, in one word, good. It wasn’t great…it was above average, but no aspect of it completely blew me away even with the crust being nice and crispy like I enjoy it. The crust is relatively thin, but nicely done…a very nice texture to it. The pepperoni topping was a tad slight for my liking, but overall I certainly didn’t regret ordering it and would do so again in a heartbeat. I LOVE garlic bread, but I’ve never been a huge fan of adding cheese to the mix. That said, this garlic cheese-bread was pretty close to amazing. LOVED it.

Service was solid, but not particularly notable. The word “functional” comes to mind. There was nothing particularly wrong with it, but there also wasn’t that sense of feeling “welcome.” My sense was that they, perhaps, have their regulars and were more thrown off by a “stranger.” That could have been just me, but that’s how it felt.

I didn’t check out the restroom, though I’ll admit just looking at the facility made me a bit suspect. I’ll definitely check it out should I return.

Apparently, the rule is that you leave your dishes and items on the table for clean-up by the crew. While this certainly made it easier for me, after a few people had left it also made it a bit unappealing to look at and given that people kept coming in I started to wonder at what point they’d clean off tables for others.

As I was leaving, I noticed that Bellacino’s does have an outside dining area that would be wheelchair accessible. It’s definitely nothing fancy, but I’m guessing it’s a great option when it’s not February in Indiana.

Overall, I’d have to rate the accessibility and experience here as slightly above average. There are some obvious efforts with accessibility, but also some areas in terms of seating and design where improvement is in order. It’d be nice if the restaurant would work on that sense of hospitality…making folks feel comfortable and welcome. I didn’t feel unwelcome, but neither did I sense that they cared one iota whether I ever returned or not.

As I’m always looking for new businesses and restaurants for the blog, my gut tells me that the next time I’m in Shelbyville I’ll likely skip this experience and try something else. On the other hand, if I would be with someone who really wanted to try it I definitely wouldn’t be disappointed.

Posted by on February 14, 2012 in Restaurants, Shelbyville IN and tagged , , , , , , , , .

Leave a Comment