City Barbeque — Restaurant in Beachwood

The food itself was good, but I have rarely seen a set of staff in more chaos, less service oriented, and totally lacking in the emotional intelligence requisite for a service/retail establishment.

My experience was to order dinner for myself, wife and daughter through their app. When I arrived at the designated time, the order could not be found. After a front line manager researched, he stated that there was a problem with my card.This despite my receiving confirmation though app and email. Rather than reentering the order, he only stated to get in the walk in line to order. Having reordered, I could clearly overhear him boasting how he showed me that the order didn't go though. After this, I witnessed him having issues with another customer. At no time did he ask this other what he could do to rectify their dispute, but said only that there was nothing that could be done then summarily dismissed her by saying "have a good day."

While continuing to wait, I researched my card account and saw that the original charge from the app was pending. Only then did he explain that the issue was with the establishment's point-of-sale system, stated that I will not be charged that (I will await a couple of days to check this).

This lead person really should look into a career change to law enforcement or similar where he can exercise his apparent need to dominate, "win arguments" and impose a rigid rule-based system where he can serve society because he absolutely does not demonstrate the skills, emotional intelligence and personality necessary to succeed in the service industry.

I can only hope this doesn't represent City Barbeque's corporate culture, hiring and training policies and practices, or their performance standards. If they do, I do not see them establishing a repeat business necessary for restaurant success. However, given the general chaos of the staff, I have grave doubts. I certainly will not visit, and the app is...

Ordered curbside pick up. That is a joke, had to go inside to pick up. When inside, there was no order to checking on or out customers. In fact, I was picking up a curbside order. I went in after realizing they were not going to Bring my food out. I go in, no one has any urgency or interest in customer service. I stand at the pick up window, only to be ignored for two people ordering. Since I am being ignored, like I am invisible , I go to the order line. All this time I cannot even get eye contact from the "employees". As i I stand there waiting for someone to ask, are you picking up or ordering? Nothing, crickets, remember they don't see me, 6 foot 1 inch 240 pounds! They Don't see me. Yet, they see three white men that came in after me, all greeted with, can I help you or are you picking up an online order? They were served. However, after seeing this and their lack of wanting to serve me, I say I'm picking up an order for Bedingfield, the guy, hands me a bag, without ever acknowledging me. Really! I fellow black gut. I am utterly astonished. I leave and take my order home, only to find as you would suspect, my order is wrong, did not get items ordered, and thus is after they said they have no collard greens.i had to substitute. I understand many places are short handed, but this was not the case. They just did not care about basic customer service. The food was cold, plus the hush puppies tasted like old oil. The ribs were cold, really man!!!!!! This was not late at night, we talking 545 on Sunday. I should have known by the lack of customers on a Sunday, dinner time n no one, was ordering. Buy at your own risk. If I get City bar b q again it will not be from this location. Don't waste your time, unless u like spending top dollar...

On Sunday, December 22nd, I ordered the small ham meal that serves four to six people for pick-up on Christmas Eve. I arrived to pick up my order and was told that they were out of the collard greens I ordered. Shouldn't they have set aside the necessary food for a pre-ordered meal? The associate who told me this turned and walked away so I had to ask him if I could get something else because while the noise level was not that bad, there was a long line of patrons waiting for their orders and the kitchen staff seemed somewhat disjointed. My choices were cole slaw or potato salad and since I had ordered their mac and cheese, I thought potato salad was too much starch. When I got the meal home (it was pre-heated as requested) I opened the plastic wrap on the ham and while it was warm, it was dry and hard. The mac and cheese was just okay, and no one liked the cole slaw. I have ordered other "deals" from this location and nothing has impressed me. I tried their food when they first opened and it was great, but the quality of their food now is nowhere near what it used to be. Truly disappointing and I won't be ordering anything from them in the future.

After reading some of the other "one star" reviews, I would say that you have serious issues with this location that should be addressed because either food preparation protocols are not being followed--hench being out of foods that should always available--or staff are not receiving adequate training. If I was running a food establishment with such low reviews, addressing the issue would be priority one. Once enough people bash a restaurant, new customers won't be willing to try it which is something you should know given that you have several...