BJ's Restaurant & Brewhouse — Restaurant in Arcadia

Not at all happy with my latest experience at this BJ's. I used to work for BJ's years ago and know how much they train their employees to focus on customer satisfaction, but I simply did not see that at all today. My wife and I ordered online and when we checked out it said our food would be ready for pickup at 4:15 PM. We live right around the corner so we decided to take our 8 month old daughter for a stroll to pick up the order. When we walked in we we're greeted by the host who said someone from the takeout counter would be with us shortly. Five minutes later someone finally showed up and said that they were still working on our order. That's fair enough even though by this time it was already 4:30 PM. I've worked in enough restaurants to know that sometimes things don't go according to plan. But then another fifteen minutes go by and the same takeout person did a good job of ignoring me. Then she disappeared again and came back with a manager because apparently it was time for her to go home for the day. I was standing at the counter and the manager asked me if I'd been helped and I said that I had, but apparently my food was still being worked on. About five to ten more minutes go by and the last item in our order finally arrived, but they had forgotten to include my customizations. So they took it back to the kitchen to simply add cheddar cheese, which took another five minutes. Once that came out finally they had forgotten my Dr. Pepper which took another few minutes to get. Keep in mind that the restaurant was really slow at this time so I don't see any excuse for this. To top it off when we finally got home to eat our food, the bread on my sandwich was mushy and the presentation was God awful. It looked like someone had eaten the food already and regurgitated it back into a takeout box. All in all, we spent 30-40 minutes waiting for our food while mostly being ignored by all the staff. I usually like BJ's and it's a bummer because we just moved to our new place and were looking forward to being able to walk to this BJ's for happy hour and whatnot. However, after this experience I highly doubt I'll be motivated to go back. There are plenty of better restaurants in the area that are in the same price range. Sorry BJ's, but you killed it for yourself in my eyes. I was trained by the founders of the company when I worked at the Cerritos location when it opened and they would definitely not...

Came in for happy hour around 4. We were served by Ricky who was very rude. He asked which drink we would like and I asked for the blackberry margarita, my husband wanted a beer. He asked us for our IDs and thats when we realized my husband forgot his wallet at home. He then asked how old we are, so we told him. After that he said “yeah and I’m 40” while rolling his eyes. He continued to say, “well I don’t know what to tell you but it would be my managers decision. I can give you a root beer but that’s it” then continued to laugh at us. We completely understand the rules, but the condescending tone and speaking to us like children was uncalled for. We’ve been coming here for over 6 years and have never had service like this. He continued to make a smart remark as he walked away which upset my husband more. We sat there contemplating on getting up and leaving because our mood was ruined. A new server came to our table saying she was going to be taking care of us because Ricky was going home. Not going to lie, we were relieved. But then my husband notices that he’s still serving tables behind us. So now we’re feeling even more uncomfortable, still debating on leaving. Our appetizers came and we felt trapped. I didn’t know that if we got seated in the regular seating area, we have to ask for happy hour.. which he didn’t mention. I didn’t even feel comfortable enough to ask him about any specials or if happy hour was available. We got our check and took it up to the front where we were greeted by Frank. He was very sweet and explained that we have to mention it to our server. I apologized and told Frank that our server was very rude and condescending, I didn’t feel comfortable enough to ask. He was comforting and apologized on behalf of Ricky. He took our receipt to get the charges fixed. We were then met by the manager who just walked up to us and said, “is this receipt yours? Did you still want to pay?” I just looked at her confused because why wouldn’t we pay? Then she just walked away instead of saying anything to us about Ricky. Very odd. The stars given are for Frank and the two other ladies that helped us, they...

Came in on Saturday for a quick and simple bday dinner. Turns out our server Kaitlynn made it exceptional with her professional and friendly service!! It was a pretty busy Saturday around 9:40pm and the majority of the restaurant were seated with customers. Kaitlynn still went to all her tables and greet/check on all her customers. She came over apologizing for such a wait and got our orders. We ordered our usual, Avacado Egg Roll, Couscous Mac and Cheese Balls, Prime Rib, Clam Chowder, Strawberry Dream and etc. As soon as we finished ordering, our soup and drink had already arrived. I never experienced such speedy service at any other BJ's before. However, as we were finishing our soup, our Prime Rib dinner came before our appertizer (which was confusing but we were hungry and didn't care anyways!) Later, as we were finishing our Prime Rib, our appertizer came at the same time Kaitlynn came and checked on us. She noticed that our steak came before the appertizer and apologized for the service but we understand that it wasn't her fault anyways. It wasn't a big deal to us anyways as long as we get the foods we ordered. Later we got the famous pizookies and we got both the salted caramel and chocolate chunk. They were both amazing. Kaitlynn lighted a cute candle as she wishes me a happy birthday! At the end, she also wrote a happy birtdhay on my receipt!!

I can't express how Kaitlynn made my day so much better with her cute, friendly and professional service!! She is one of the best server I had experienced at any BJ restaurant!! She pays attention to her guests and noticed all the little details! I rather drive a bit longer to have such an amazing experience than to save on commute time!! Again, thank you Kaitlynn for such an amazing...