bb.q Chicken Cary — Restaurant in Cary

UPDATE:

To the management staff that replied to my review, I'd be more than happy to use your official feedback from and link provided to share this feedback. However, you should note that the location I went to - Bradford, Cary is NOT listed in the drop down menu of locations on the form you shared. I can't even use the form as the location is so new it's not yet in your feedback system. Please update the locations in the drop down menu of the link and I'll follow-up accordingly.

Original post:

Let me start by saying the food is AMAZING, the chicken is always super crispy, and made to order. You may ask, then how did they manage to get only 1 star? SERVICE. I've gone there twice and each time I had the same experience:

I placed an order at the counter (a SIMPLE order, of their small size of boneless wings). I was quoted a 20-30 min wait for the food to be ready (I ordered the food 'to go').

First time I went: 45 min went by, I watched people come in, sit down, place an order AND get served (all the while still waiting for the order to be ready that I placed well before they walked in). At no point did the person who took my order come by to say "your order will be out in about X minutes...". Typically I wouldn't mind, but in this instance, especially since I watched people come in after me and receive food, I was genuinely perplexed as to what was taking so long, and why the server had time to chat with other staff, eat/drink behind the counter, disappear into the kitchen a few times, etc, but couldn't be bothered to provide an update on my order. Eventually, I just came to the counter and asked for a refund. Then magically the server remembered I existed, and came to tell me that they'd made a mistake with my order and had to restart it in the kitchen. Not a huge deal, but I don't understand why you wouldn't bother to communicate that to your customer....The manager on duty started to pull up my order in the system, for the refund, and within seconds and somehow 'magically' my food order appeared and was ready to go. I took the food, and said to myself that I should give a bit of grace since the place is just opening up. I decided to order AGAIN from them (the food was actually really really good).

Second time ordering: The EXACT same thing happened, I placed an order, waited for about 35-40 min this time, and right as I was about to ask for a refund, my order came. Again, no update from the server, again, I was frustrated at the lack of professionalism (it's just not a good look to have customers watch your staff eat/drink/play behind the counter and totally chill out, while you're waiting for your food, and they can't even bother to update you on what's going on with your order). This time, as my food was brought out, rather than just handing my order to the staff member at the front counter (who took my order to begin with), the waitress stopped to ask 'did you pay already?' (insult to injury, no one else that picked up an order was asked this question, and I'm pretty sure it's their own process that they don't even START to make an order until you've already paid). Anyway, to be clear, the food here is pretty good, but the TERRIBLE service, lack of communication from staff on timing of your order, and lack of professionalism overall (I try not to eat places where they eat/drink etc behind the counter), just makes it not worth it.

But don't take my word for it, ask around, or go for yourself. I have actually had two friends go there (just because I said the food was good), and they were disappointed to share my experience (bad service, very long wait time). Overall, wouldn't...

Came on Saturday December 2nd at around 4:30 pm to beat the dinner rush. We were immediately sat down, but didn't see a waiter for around 15 minutes. I got the attention of a waitress and asked who would be serving us, and after another few minutes someone came over. We were then told we could only order 5 flavors of chicken, which of course did not encompass what we originally wanted. I knew other people seated before us ordered flavors outside of those 5, so I knew something was up. I imagine cheesling fries are made the same way as cheesling chicken, so why would we not be able to order the chicken?

We ordered cheesling fries, rose tteokbokki, rice, and 16 boneless wings in secret sauce. The fries came out after about 35 minutes. Then tteokbokki 10 minutes later. Then another 10-15 minutes for 8 wings to come out with the rice. We asked where the other 8 were, and eventually those came out along with some free cheese sticks that were on the house. It was difficult to get water the whole time. Once we finished our food, it was then impossible to get our check. Took 15-20 minutes. We had to beg for people's attention the entire time we were there! We watched people get turned away for service, and a sign was put up saying they ran out of chicken. We were the last of 2 tables there.

All of the food was great, but man was the service bad. I swear the entire kitchen staff must have died. We got lucky that our food was correct, as the two tables next to us kept receiving incorrect orders and flavors. I think they made us only order from 5 flavors because the kitchen couldn't handle any more confusion. But even then they were messing up orders! Trust me, they did not run out of chicken; the kitchen was just struggling and they realized they could not handle more people for dinner. Having all of the food come at different times was very frustrating.

I'm happy we got a free item, but honestly was surprised they charged us full price for the rest of the food. We did order a lot as we were excited to try things, but in the end it cost us a little over $70 for some good food but overall terrible service/experience.

I'll be back sometime next year. I understand the kitchen was probably having staffing issues, but I'm a bit confused how that also meant the many waiters/waitresses couldn't support water and checks for 2 tables in the entire restaurant. Hopefully things will be better sorted in the coming year, as the food was great! H-Mart might be a better choice for Korean fried chicken in...

My husband and I recently visited your location and encountered an unfortunate experience that I wanted to bring to your attention.

We typically enjoy ordering the boneless 24 with three sauces, as we have done on previous visits, but during this visit, we were met with a few challenges. Upon arrival, the young male staff member, who seemed to be having a difficult attitude, told us to sit anywhere, and when we chose a booth, he informed us we couldn't sit there. We then opted to sit elsewhere, and he seemed to rush us as we ordered our drinks.

When it came time to ask for the usual three sauces, we were told that it was not allowed, with no clear explanation as to why. I kindly inquired, noting that we had been able to request three sauces during a visit earlier this year without any issues. It would be helpful to have clear communication regarding any new restrictions, such as a limit on sauces per order, if this is now a policy and should be listed on the menu.

Additionally, when we requested to speak with a manager to address our concerns, we were informed that there was no manager on duty. After asking again, the staff member refused to provide any further assistance. I am concerned about the lack of managerial presence, as this raised some safety concerns for us.

We have always enjoyed dining at your restaurant, and I trust this situation can be addressed. Thank you for taking the time to consider my feedback, and I look forward to your response. We went across the street to Chicken Bee in which we had wonderful service and...