New Braunfels Smokehouse Production Plant — Local services in New Braunfels

Very frustrated. Have been a customer of the Smokehouse for 20 years and always had a great experience. I ordered a ham for Christmas and some cheeses, sausage and mustard and sauces. I ordered on 12/09/24 for an overnight order to shop 12/19 for 12/20. My bill to address and ship to address’ are in different states. I entered my ship to correctly. Never received a shipping notice email so I panicked and called around 6:30 on 12/19 and was told they messed up and shipped to bill to address in Nevada and I am in Florida for Christmas. Was told I had to call the next day to speak to Cathy. I called and the person answering the phone was not very nice and laughed when I shared what they had done. I spoke with the manager Cathy and she owned it was their issue inputting the incorrect address on the label. She told me they couldn’t overnight on Friday so we had to wait until Monday for overnight for Christmas Eve. I expressed my concerns and she said it was that or a refund. I needed the ham for Christmas obviously. Anyway they emailed a tracking number Monday night. I tracked this morning and a delayed UpS flight and it is sitting in Miami and won’t deliver until end of day the 26th after Christmas. While the missed flight may not be NB’s fault, the originally delay is their fault. I ordered well in advance and chose a delivery day safely before Christmas. And the rude customer service and laughing…shame on you NB Smokehouse and...

Wish I had read the reviews before ordering my Thanksgiving ham this year. The spiral sliced ham we ordered came last week and it was obviously spoiled. The meat was grey. Comparing this product with those we have received in the past, there was a marked difference. We immediately sent an email to customer service but got no response. We called the next morning and spoke to customer service. Sent them photos of the meat and they said " Please don't eat that, you need to throw it away. I will send you a new ham by overnight mail on Monday." (four days after the fact). It's late Tuesday night and no ham. We called customer service and they have no record of our concern. They did not send a replacement ham.....and..."there is no way we can send you a ham and have it get there by Thanksgiving."

** Adding to this review a day later....We received a ham late last night and it looks perfect. A lot of hassle and a little grief, but they came through. I have to give NB Smokehouse props for stepping up. I can't change our initial opinion, but I want to share their efforts to make things...

Not exactly sure when they open the gates to Shipping and Receiving, but it’s in the back on N Guenther. Best way to get here is Take the Walnut Ave Exit off I 35. Turn north till you get to Mill St. Turn right on Mill St and take that till you get to N Guenther. Turn left and watch your mirrors because the road narrows. On your left you’ll see a green fence and a gate, pull in and you’ll find shipping and receiving. The Raw Meat docks are the first set of docks you see. That’s where I unloaded. I had boxes of raw meat.. Came in at 0650 for 0700 appt. They gave me a door, and after sitting 30 minutes, they tell me “Oh you’re in the wrong door. Go to door 2.” And guess what, there’s a truck already in it. I wait till he leaves at 0815 and I’m only a partial unload, and it’s now 0940 and I’m still in a door and an hour late for my 0900 appt at my 2nd stop. I’ll be late for my on time pickup on my next load and will likely have to reschedule the delivery on that too. Update Shipper loaded my stops in the wrong order in the trailer so that’s why it...