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| - Ok, so let me preface this by saying if this were based solely on the food, I'd probably give it three stars. My issue is customer service. Let me also preface this by saying that I'm a Sommelier & Manager in a restaurant. I've also been a server and bartender, so I understand the inner-workings of restaurants.
Sometimes things go wrong with just one customer when everyone else that day had a positive experience. I also understand that it's not always the server's fault when things go wrong, in fact most of the time it's not, but yet most people take out their dissatisfaction on them. The server who I dealt with was very polite and tried to accommodate me within what was probably the limits that management allows.
I arrived to placed a to-go order. I placed my order, paid, then sat down to wait. About five minutes later she comes over to let me know they were out of what I ordered. Not her fault! I'm calm and choose something else. I ordered the two-meat combo: hot links & ribs with mac'n'cheese and sweet potato casserole for my side, and this cookie thing for desert.
Because they had to re-do my order, she told me it would take a little longer and offered me a soft drink. Again, she was very polite and attempted to make sure I would not be upset. At one point she comes over to let me know they are packaging it up now, it will just be a few minutes...which wound up being fifteen minutes later. Total time waiting: FIFTY minutes...that is fifty, FIVE-ZERO, 50. The restaurant was not busy.
She apologized profusely and offered me 10% off if I were to come back. I was not nasty to her at any point as I know it was probably not her fault. But 10%?!?!?! Are you kidding me? If I hadn't already paid, I would have walked out. No offer to refund my money or throw anything extra in(which they should have done automatically).
Again, I'm a manager in a restaurant, but one who is empathetic and sympathetic. I rarely get mad at poor dining experiences, but this was ridiculous. Her manager should have offered me a FREE meal, not 10% off. That's not the way you get someone to come back after an experience like that. We comp a dish off a ticket or send free items when stuff like that happens and NOBODY HAS TO COMPLAIN. If we know this happened, we automatically do this.
On to the food and I promise this unbiased. I believe reviews of food should be separate of everything else:
$27.99 for my entree and a dessert. WAYYY TOO EXPENSIVE.
The food was decent, ribs were tender and tasted pretty good, hotlinks were generic tasting, mac was ok, but the stand-out was the Sweet Potato casserole; it was amazing. The dessert was good.
Honestly, again being unbiased, you can get the same quality from Famous Dave's for way less money. I lived in Memphis for three years and I'm picky about BBQ. Still, it was decent, but totally not worth the price.
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