Pappas Restaurants Main Office — Attraction in Houston

On August 15th 2025, a friend of mine became extremely ill shortly after consuming the Opelousas seafood meal (Mississippi Catfish Opelousas) at one of your locations 12420 East Freeway Houston Texas 77015. This incident alone raised serious concerns about food safety and quality control. To make matters worse, we also observed a leak in the roof waiting on myself during our visit, which posed additional health and safety risks.

When the matter was reported to the corporate office, Wendy Smith was assigned as the case worker. Unfortunately, her response was not only dismissive but also unprofessional. Her attitude throughout the process showed a lack of concern, empathy, and urgency. Rather than addressing our health and safety concerns, she appeared more focused on deflecting responsibility. This behavior was not only unhelpful but also highly inappropriate for someone tasked with resolving serious customer issues.

What’s more troubling is that Ms. Smith has become the subject of discussion among other staff, which speaks to a larger issue regarding her professionalism and reputation within the organization. This is not a matter to be taken lightly.

Thankfully, her manager, Kim Stein, eventually had to step in due to the mishandling of the situation. While Ms. Stein was more responsive, the delay and initial negligence had already caused undue frustration and concern.

We expect better from a company of your reputation. Health and safety, along with respectful and effective customer service, should be top priorities. I urge your office to:

Investigate this incident thoroughly, including Ms. Smith’s handling of the case.

Review internal protocols for food safety and customer complaint management.

Ensure appropriate disciplinary or corrective action is taken if necessary.

Provide a formal response detailing how this matter will be addressed.

Thank you for your time and attention. I look forward to hearing from you soon regarding this...

On 11/9/2024, I placed a online order at the NRG location in Houston just to get home and my order was incorrect. Portions the main portion my food was not included in my order. I called the manager to let them know that my order was incorrect. I brought my order back. They were to replace my order and replace it correctly. They wanted to take the orginal order. I told them that was fine but because of their mistake why should they because they will have to trash the order. The manager agreed. However they told me in order to remake my order, they would need the orginal order or give me a gift card. She offered to compensate me a dessert for my inconvenience. What a bunch of bs especially since I had to drive a distance to come back to this location @ 9:45 pm right before they were to close. when I had just left there at 9: 15 pm. How do I know that they did not just take my orginal order reheated it and place the missing portions. This location is always making mistakes with to go orders. They need to double check orders before the bag it up. This is should not be tolerated. Something needs to be done. Lesson learned. Always check your order before driving off especially when you are spending about $100.00...

First and foremost the Willowbrook location steals your food and eats your food before giving you your food. I used them for a catering last week and when I arrived to my event half the food wasn’t there. I had to drive back to this location to get the rest of my food. Then later on in the week went to order a chicken salad and made it home almost but most of my protein (meat) for the salad was missing and I paid 32.00 for a salad that only had lettuce. When requested refund in full one of the managers stated he would refund me. When I went back the next day a different manager told me he couldn’t give me my money back and I would need to get a gift card. When I explained to him what the other manager told me and I proceeded to ask what is the policy he told me he couldn’t tell me the policy. This post isn’t to keep others from going to eat at this establishment. This post is to show how customer service is horrible these days and how these so called managers aren’t managing properly. These people are working with the public but don’t care about delivering great customer service. As of now I haven’t received my money back . They wanna give me a gift card and they keep stating the company doesn’t...