ComplaintsforCity Barbeque

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ON JUNE 14 I PLACED MY ORDER ONLINE I DO NOT LIVE IN THE AREA I ACTUALLY LIVE MORE THAN AN HOUR AWAY. I GOT TO THE RESTAURANT MY FOOD WASNT DONE AND IN FACT IT TOOK 15 MINTUES FOR ANY ACKNOWLEDGEMENT I WAS TOLD MY ORDER WAS BEING WORKED ON I WAITED 30 MORE MINUTES SO IN TOTAL OVER AN HOUR FOR AN ORDER THAT WAS NEVER COMPLETED. I HAD TO TRAVEL BACK HOME SO I LEFT. THIS ESTABLISHMENT WAS SO PACKED THAT DAY THE MANAGER WAS HANDING OUT GIFT CARDS TO CUSTOMERS UPWARDS OF $45N I HEARD IT MYSELF. I TRIED TO CALL THE RESTAURANT SAME DAY TO ENSURE THEY WOULD REFUND BUT NO ANSWER AND I ASSUME IT IS BECAUSE OF HOW PACKED THE RESTAURANT WAS THIS DAY. I CONTACTED THE RESTAURANT ON MONDAY WHEN I WAS ABLE TO AND WAS TOLD NO REFUND BECAUSE IT HAD BEEN 48 HRS. HOWEVER THEY HAVE MY MONEY AND I HAVE NO FOOD. I WAS OFFERED A NEW PLATE FIXED AND A GIFT CARD BUT AGAIN I DO NOT LIVE IN THE AREA AND I NO LONGER WANT TO DO BUSINESS WITH THIS COMPANY SO A GIFT CARD DOES NOT SUIT ME. I JUST WOULD LIKE MY REFUND TO MY ORIGINAL FORM OF PAYMENT.

  

  Business response

  06/23/2024

  Good Afternoon, we have checked our records in Guest Services and do not see where this guest has contacted us.  We are reaching out today to resolve this matter.  Thank you!

  Customer response

  06/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *********

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Went to your restaurant today for Mother’s Day dinner and my husband, myself and our son. Since your grand opening your store has slowly had a decline and it is absolutely appalling how it is being ran by your current management. We went there today expecting a nice quick meal at a clean facility with good food as it was in the past. we were experiencing an irate customer who is very upset that he waited extremely long time for his food and it was cold. The red flag was there first. We waited quite a while for our food and when we got it, I went to talk to the manager because the plate of food we got had barely any meat on it and for what we paid I felt something wasn’t right. Our food was cold , and there was barely fries were burnt coleslaw was missing, etc.. My husband went to get plates. They were all soaking wet. He went to talk to the girl behind the counter. She said they don’t dry the plates. We couldn’t even tell if they were clean, never experiences there before or anywhere else , there was barbecue sauce all over the floor. There was no silverware to try to eat food even though there wasn’t much meat. It was cold because the manager wasn’t much help all the sudden it started to smell like smoke like a campfire smoke in the whole building we had to go home and wash the clothes that we had because we were sitting in a campfire. I expect a full refund as this was a horrible experience and lack of care and the food was horrible cold and size was incorrect dispute the manager not caring. Another thing to note is that one of the girls that was taking food out to a vehicle was wearing shorts with her butt cheeks hanging totally out and I don’t believe that especially a younger girl should be serving food in the food industry. That’s disgusting. We will not be back! And I expect a full refund.

  

  Business response

  05/13/2024

  Good Afternoon, upon review we do not see that you have attempted to reach out to our Guest Services department in regards to this visit.  We will have someone reach out to you within 24 hours.  Thank you!

  Customer response

  05/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21701206
  
  I am rejecting this response because: 
  This message should’ve made it to a corporate level for Support and the most they did was tell me they’re gonna have a guest services person call me who would be a lower level of support than they are so I’m not understanding why they aren’t just handling this. The BBB required me to type response so That is why I am submitting this answer. 
  Regards,
  
  Lindsey 

  

  Business response

  05/28/2024

  Thank you for the follow up.  I have checked our records and see that a guest recovery representative did speak with ******* ******* and a full refund was given for her order.  Additionally, the comments were forwarded to the Market Leader in charge of this location.  They have reviewed your experience with the appropriate team and make the changes necessary to better meet your expectations in the future.  If you would like us to have the Market Leader or General Manager personally reach out, please reach out to us at info@citybbq.com.

   

  Thank you!

  Customer response

  05/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have pictures to prove the issue, but this business advertises a smoked sausage on Texas toast with coleslaw on top. The coleslaw is never included. Even when i verbally request the product be made as shown. They have it on signs, on the app, and in pictures of the product. But I have to talk with staff to include what they are advertising. the business should change the description and picture on the menu in person and digitally or actually include the topping every time as promised. I don’t even care if they take away the coleslaw option and make you pay for it as a side, but I pay for the product as advertised and do not receive it. This happens on multiple occasions. I don’t want compensation, I want honesty and transparency. If you advertise a topping for a product but leave it off, that is false advertising.

  

  Business response

  01/03/2024

  Good Afternoon,  We did not receive direct contact from this guest about this concern in the past to Guest Services.  We will reach out directly to the guest and also forward these comments to the Market Leader in charge of this location so additional training may occur. Thank you!

• Initial Complaint

  12/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  these people are non cooks, and they are so unprofessional, its so ridicules, they never have the foods you are looking for they run out of chicken, they run out of ribs, and they get mad when you say, you burnt my kids chicken tenders, so when I go in to order, I say please make my kids food fresh and they get an attitude from the cashier to the manager *****, I have the right to speak my mind if something is not right. I was their last Sunday and I was disgusted because the cashier had a mop and a mop bucket at the register while taking our orders and all you can smell is dirty bleach, that should wait to the end of the shift or wait until the customers are gone. the water and mop was black, and she was taking our order with an attitude, like we did something to her, its just always a problem with the cooks as well, a man and a women, who is not my cup of tea, even though I asked for fresh food, the women cook still Brought my kids out cold food, and then got an attitude when I gave it back to her, they are the worst in customer service and they all came from reynoldsburg and it shows,

  

  Business response

  12/18/2023

  Good Morning, ********* has not yet reached out directly to Guest Services with City BBQ.  We will reach out to her to resolve her concern today.

  Customer response

  12/18/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order on 9/5/23 through the city bbq app/online . (Not a 3rd party service ) Order number *****************. Aloha order Number ****** My order was accepted and paid for and ready for pick up. I arrive at the location of the restaurant 5979 East Main St,43213. I arrive at the counter only for the pick up agent to tell me that they are all sold out of the product I ordered and PAID for . I asked for a refund and was refused a refund and I would need to go online to request a refund and if that doesn’t work come back up the location to request a refund . However there isn’t a place online to request a refund . Why should I be inconvenienced? And I never received the product I paid for .

  

  Business response

  09/06/2023

  Good Afternoon *****

   Thank you for reaching out.  We also did receive your email and have responded to you (this may be in your junk promotions folder)  We are so sorry to hear that our Reynoldsburg location was out of ribs, but happy to provide a refund as requested.  Please give us a call at (614) 755-8890 - selecting the option for a concern with an order - the Guest Recovery Representative will get your card information so that we may issue a refund.

  Thank you!

  
  LeAnn D***** | Guest Relations Manager
  City Barbeque, LLC | 5168 Blazer Parkway, Dublin, OH 43017
  ******************* | www.citybbq.com | *************************
  

  Customer response

  09/06/2023

  I accept the business's response to resolve this complaint.

  Regards,
  
  **** ******

• Initial Complaint

  03/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 3/1/2023 around 4pm i placed a pick order to the city bbq in Greensboro,NC on Lawndale Dr. L, I received notification via email that my order would be ready at 430pm. Upon my arrival to the location I entered the establishment at 430pm. A male employee stated they were “working on my order.” I say ok and wait patiently because it is understandable that times can vary when it comes to picking up food. While I’m there I notice people coming in after me receiving food and their orders, I notice people at the drivethru window being served and I still have nothing. So 15 minutes go by and I keep noticing a tall white male with wrangler jeans, red sweatshirt and black shoes walking around and he keeps passing me by and in my mind I’m assuming he’s a manager of some kind. He doesn’t even acknowledge me nor do any of the other employees. Finally at 5pm another employee asked for my name and tells me we don’t have the items you ordered would you like to substitute. I was kind of flabbergasted not only have I waited 30 extra minutes for my order, I am also expected to wait longer to have it fixed. I was very disappointed I drove 15 minutes out of my way for this poor service. I will not patron this location again. Please consider hiring and please consider training employees on customer service especially your management. I hope to see my monies refunded. I too work in customer service and the way I was dismissed and waiting as a customer was unacceptable.

  

  Business response

  03/02/2023

  City Barbeque Guest Services was not contacted directly by this guest via our website, phone, social media or survey.  We will reach out to this guest to resolve ASAP.

  Customer response

  03/02/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in my local store, Fishers, Indiana on Sunday October 23rd. I placed a large order to go and scanned my app to earn points. The order was right at $110 (I have saved the receipt) but I never got any points added to my account. There is also no barcode on the receipt to be able to add the points myself. I also was missing 2 entire meals when I got home (2 sandwiches with 2 sides each). I tried to call the store that day but never got through to anyone. I contacted through the website on the following Monday and then again on that Friday but have not received any response. I would like the 2 missing meals resolved, which totals over $30 as well as the points that I earned. I have since tried to call the store again but was put on hold waiting for a manager and then hung up on.

  

  Business response

  11/08/2022

  Guest was emailed 10/24 and we have yet to receive a response to our inquiry in regards to this concern.  We have reached back out to the guest.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 14, 2022 I purchased an order in the amount of $82.96 in which I never received through delivery, I spoke with several employees this day but they had left over food but not what I ordered or wanted! I took for granted my bank reimbursed me after I disputed it but I was wrong, iduring this time I had a lot going on!! so I called a supervisor in May, after looking at my bank acct to find out it was charged, he told me he would send me out a gift card and I never received that, I talked to him several times before this happened , today June 4, 2022I called no results, as I said this supervisor found my payment log and all info off order, I told him they tried to deliver at 6:30, he told me they had already closed by then being Super Bowl Sunday , so they could have never delivered it, my delivery was at 4;30 pm! He also stated they had problems with delivery service, either grub hub or door dash!!!

  

  Business response

  06/06/2022

  We will follow up with this guest asap

  

  Business response

  06/06/2022

  We will follow up with this guest asap

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩