Bill Miller BBQ — Restaurant in Austin

We’ve been loyal Bill Miller customers for years, but the experience at this 8700 US 290location has been consistently disappointing lately. (See picture of the Wrangler plate that was served in my to-go order today.)

We usually order online and always select pickup, yet for some reason, the order is always processed as if it's a DoorDash order, complete with a DoorDash seal on the bag. When I go inside to pick up, the staff can't find my order under my name because it's under DoorDash. This has happened multiple times, and while it's a minor annoyance, it points to a lack of proper training or understanding of their own system.

However, the real issue—and the reason for this review—is the unacceptable way the chicken was prepared and served on my last two visits.

• About 10 days ago, I ordered a Wrangler plate and the chicken breast was cut at such an odd angle that it wasn’t a full breast. I gave them the benefit of the doubt and let it slide. • Today, however, it was much worse. The chicken was severely butchered into two pieces, with the wing separated and most of the breast meat missing. It looked like scraps rather than a proper serving, and frankly, it was DISGUSTING.

I called and spoke to the manager. She defended her employees but did offer to remake both plates (my husband’s had two meats-both chicken breast – one of his was also questionable). Although it was inconvenient, I returned to show her the poor quality, particularly on the Wrangler plate. She admitted it should not have been sent out like that, and the employee acknowledged cutting it that way. I also mentioned to her that the DoorDash seal was broken when I picked it up. She said her employees wouldn't do that. They offered us desserts (which we declined, since we don’t eat sweets) and refunded the meal.

I find it hard to believe this was an accident—it looked as if someone had deliberately torn off a large portion of the meat. What’s even harder to believe is that the employee thought it was acceptable to serve it in that condition.

I also mentioned my concern that the DoorDash seal gives the impression that it's for delivery, and if quality like this is being sent out, customers might wrongly blame the delivery driver. The manager brushed that off, but I stand by my point that this is misleading and could cause confusion and frustration for both pickup and delivery customers. And it my case disgust!

I won't be returning to this location. I sincerely hope management addresses the food quality and training issues before more customers have the...

After reading some of the other reviews, I can see that I am not the only one who has had issues with this place recently. I have been coming to this location for many years, and I have had to let them know I was not pleased with their service on several occasions. I stop in to get food here about two or three times a week, even though they have gotten more and more expensive on so many menu items. I have continued to put up with the fact that they are hardly ever friendly in the drive-thru and that they get my order wrong just about every time as well, but I am sick of dealing with bad attitudes from many of the workers. I waited in line at the drive-thru for over 20 minutes yesterday while they tried to correct the large order of the vehicle in front of me. There is no way to exit the line once you enter, and I was not only starving, but I was running late as well. Upon finally reaching the window, I asked the supposed manager on duty why they didn't just ask the vehicle in front to pull forward, and they could bring their order out to them since it was obviously a time-consuming ordeal rather than keep everyone else in line waiting forever. Had she been trained properly, she would have apologized and offered to replace my now cold food order that had been sitting there by the window the whole time with at least a fresh batch of fries. But she decided the best way to handle it was to slam the window in my face after giving me my order. I drove off only to realize that they had gotten the order wrong yet again!!! I went back to get it corrected and they still didn't offer an apology or say a word while handing me the item I had requested in the first place. I have never seen a restaurant treat long-time customers so badly, and I am tired of giving my hard-earned money to this place when there are so many other good places to eat nearby. And don't bother replying to this review with some BS statement about how customer service is your number one goal, and that I am welcome to discuss my less-than-satisfactory visit with a customer-relations manager....blah, blah, blah!!! Why don't you simply admit that your customer service sucks and that you don't train your employees whatsoever? It would at least be the truth and a fresh start to getting back some of your...

Update: I actually hate to update my rating but holy cow this place has drastically went from my original 5 star to 1. We went originally went to the drive thru but no one noticed we were there. So we just went ahead and went inside. This was around 12:45ish on a Saturday and we were the only vehicle in the drive thru. Which was fine, we haven’t been inside in a long time anyway. First thing I noticed waking in was all the handprint on the windows on the doors. Freaking disgusting!!! Walked in and there were about two or three people in front. Girl at the register was serving a co-worker. She was taking quite awhile. Next person was another employee. There were so many people on break including the manager (supervisor I’d whomever wears the maroon shirt) who I thought was going to clean all the dirty tables. No, she sat down and got on her phone. Our order came out prettt quickly. We usually grab some pickles and onions but even the bar looked disgustingly dirty. The onions for some strange reason looked GREASY! So we just left. What I took from this was MANAGEMENT is at fault. There were so many young people (looked like students) that had no guidance. If I were the manager, supervisor or lead I would’ve have people cleaning counters, tables, chairs, windows. They had plenty of staff to accommodate all areas of the poor restaurant. I love Bill Millers, but sadly I will DEFINITELY NOT visit this location again!!!

It was super quiet and not busy at all when we went for dinner. Food was and is always tasty. It was pretty cold in there due to hardly anyone in there so take a light sweater for...