Janice M Ltq
map-marker Los Angeles, California

The meat that I got was burned

Lucilles Smokehouse BBQ - The meat that I got was burned
Lucilles Smokehouse BBQ - The meat that I got was burned - Image 2
I was in Lucille's on 1/12/2024 and received burnt St. Louis and Babyback Ribs, plus Rib tips that had more grissle than meat.
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Anonymous
map-marker San Francisco, California

Was not happy about an event I booked.. poor customer service

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I was not treated well by your Manager Penny & Danica but other Mgr Augney was very warm & nice.. poor customer service. They didnot even apologized xcept Augney who was warm & human. I Hosted a party for my 31 yr old daughter @Concord 7/23 at 6pm .server Letty was great but food was dry,took so long to come out. salad came out quick but main course took forever.so disappointed when it came out - how it was presented to us-on a tray! I had parties here several times & food was plated nicely. ate one short ribs bc i was hosting.mentioned to Letty why foodtray but was told thats how it was.didnt have time to complain bc guests were hungry..left the resto after 10pm. husband was whining at the parking lot that the food was dry.ignored him bc were tired & didnot believe him until after fewdays I spoke with siblings asked re food & said they were dry & why food was presented horribly. the next day on the 5th day after the party I called some of my friends who attended the party & asked them as well. said the same thing.dry & were not happy how the food was served on a tray??gathered the facts & called Lucilles - asked for Penny the mgr. Penny never to talked to me.Danica Mgr was the one dealing with me.she was so defensive & has no customer service qualities. she asked me why only now (7th day) did I call & should had complained at the party, etc.told her I needed to gather facts & asked my family/friends about the food & service.. she was bashing me -telling me that I should have complained @party, etc she offered me $50 gift card & said no. I paid $1400 for for 20-25 people & demanded at least $400 credited back to me.called later that afternoon asked for Penny but it was Danica who picked up.Penny never talked to me -very poor customer service practice.they only gave me 2 lbs of tri tip & 2 lbs brisket & biscuits. was told that was the only thing they can offer.just want my moneys worth & would like my family & guests to be happy with the food.Also I took pictures of the food & realized that I was supposed to get 9 super size sides right? In the pics it was just showing that I only have 8 sides (including the extra 2 sides of jalapeno cornbread & okra which I paid extra for) Penny never called me or talked to me at all - she was the one I was talking to in the beginning. She was the one who booked my reservation. Again I just want to get my moneys worth & dont want to create any issues with these managers.. when I got the 2lb tri tip & brisket.. Danica didnot even came out.she passed it on to Augney who was nice enough & apologized.. but those 2 managers Danica & Penny were a snobbed & never apologized. instead this Danica was stern & scolded me of not calling their attention @time of the party, etc I felt I was not treated properly by these managers & was talking down on me I was kinda put down by Danica just becoz..really poor customer service traits .. I hope you will resolve my issues so I can hold parties here again. I had parties here before but this is the first time that this happened to me..
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1 comment
Willmer Tnk

Since you are lying you are not entitled to a credit.If you cannot afford to host a party than do not.

Laura G Ahy

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Verified Reviewer
| map-marker Los Angeles, California

Customer Complaint

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I placed an online pre-order for pickup on Thanksgiving day for 3:45pm at the West Covina location. When we arrived on Thanksgiving day, there was a line outside the location that did not move. We waited in line for 4 hours! After 7 pm! And when got to the front, it still wasnt ready. They threw together something and our order was not complete! I am very DISAPPOINTED and UNSATISFIED with this service, especially on Thanksgiving!
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User's recommendation: Do NOT order on a HOLIDAY! Even pre-orders!

Anonymous
map-marker Temecula, California

Complaint about premade Thanksgiving feast

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I ordered a premade Thanksgiving feast as I do almost every year for the holidays. This year was so disappointing my turkey was so small and dry. Nothing about the meal seemed fresh. I found tiny grey/blonde hairs throughout all my food. Even my guests picked some out. I wish I could speak to someone to get a complete refund. It was disappointing and so disgusting to see the hairs in all of the side dishes.
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User's recommendation: Don’t buy from here find someone else to make your dinner

Keyara Lsd
map-marker Buena Park, California

Complaint

I went to order 9 meals, not one person came to help me. I waited over 1 1/2 hours, I asked for the manager who kept walking by. The waitress kept passing me / us by. Another 25 minutes went by. A young woman finally asked me what I wanted, I told her your corporate number. She said, fine and walked away. It was not packed
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User's recommendation: Your wait will be over a hour and a half with ride employees, we never got to eat

Amy M Tsd

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Verified Reviewer
| map-marker Boca Raton, Florida

Online order not working

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I contacted Lucilles smokehouse barbecue because their website wasnt working it kept declining my order. It turns out they are changing to another website so when they provided me with the proper website information, everything worked beautifully customer service was great and the products are great and everything was easy with the new website.
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User's recommendation: Contact the company if you have any problems their customer service is great

Kelly W Dyv

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Verified Reviewer
| map-marker Las Vegas, Nevada

They were awesome

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Love this place cant explain how good it is I mean its that good I recommend everyone to try I love there food
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Pros:
  • All pros

User's recommendation: Go very good food

Jeff N Zxf

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Verified Reviewer
| map-marker Chino Hills, California

Complaint of Food & service in Chino Hills

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We would like to make a comment of our unpleasant experience with the service and food at the Chino Hills, CA location. My wife and I were dining in on Feb. 7, between 5:30pm - 6:30 pm. We sat near the kitchen entrance, right behind the waitress/waiter booth, We had the beef nacho appetizer. It had very little cheese, sour cream, and guacamole. The meat was not fully cooked, and a few pieces were rubbery, THe fresh cut fries were extremely disappointing, very soft, not crunchy, and we did not like the taste. Com Service by a young waitress with glasses (forgot her name) only checked on us only once, we had to get a waiter to help us get our check, two containers. We were very impressed with his service, responded to our request within 60 secs, even though he was very busy. He also voluntarily gave us warm wet towels! Hopefully, you will relay this message to the Chino Hills Manager/owner, because we emailed our complaints on 3 occasions, and still no response!
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Loss:
$52
Cons:
  • Our assigned waitress very poor service

Preferred solution: Full refund

User's recommendation: Go to other Lucilles BBQ

1 comment
Guest

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Anonymous
map-marker Norwalk, California

About kids awards certificate

I haven't received any response please let me know if you received my information to get certificate for baseball teams
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hinano t

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Verified Reviewer
| map-marker Temecula, California

Bad service

They gave me the wrong order and refused to fix after telling me they would make right and this was by Robert in management
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Loss:
$136
Pros:
  • Good food
Cons:
  • Fixing there mistake

User's recommendation: Can’t believe they told me sorry to not able to make right to my order

Anonymous
map-marker Ontario, California

Complaint

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Dear Customer Service Staff, We would like to make a comment of our unpleasant experience with the service and food at the Chino Hills, CA location. My wife and I were dining in on Feb. 7, between 5:30pm - 6:30 pm. We sat near the kitchen entrance, right behind the waitress/waiter booth, We had the beef nacho appetizer. It had very little cheese, sour cream, and guacamole. The meat was not fully cooked, and a few pieces were rubbery, THe fresh cut fries were extremely disappointing, very soft, not crunchy, and we did not like the taste. Service by a young waitress with glasses (forgot her name) only checked on us only once, we had to get a waiter to help us get our check, two containers. We were very impressed with his service, responded to our request within 60 secs, even though he was very busy. He also voluntarily gave us warm wet towels! Hopefully, you will relay this message to the Chino Hills Manager/owner, because we emailed our complaints on 3 occasions, and still no response! Sincerely, Jeff & Cora Natividad (Former business owners) P.S. Also very expensive with no senior discount. In the future, we plan to visit Lucilles at another location.
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User's recommendation: go to other Lucilles Smokehouse BBQ

Kaleab Pfb
map-marker Riverside, California

The gift cards I bought for $200 did not work they were empty and I got to $25 gift cards free when I purchase the hundred of the $200

My gift card did not work. I spent $200 on gift cards and both of them were empty. I was given the $25 each on the promotion that you guys had around Christmas.
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Anonymous
map-marker Moreno Valley, California

Refund Request

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Hi, I placed an online order through (Lucille's Smokehouse) app/website and it happened that I never received my order. I tried to call the store and they asked me to call DoorDash. DoorDash on the other hand said that they will take full responsibility, however, since the order has been placed directly through (Lucille's Smokehouse), you have the authority to process the refund back to my card. That's why I'm here asking for assistance since I am not able to call your support line. References I got from DoorDash: 40382****
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User's recommendation: Pick up your food. Door dash sucks

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