Soulman's Bar-B-Que — Restaurant in Cedar Hill

The food is five star, but I my experience at this restaurant was not as great as the food. I have celiac disease and cannot consume gluten, so I am very careful to check menus online before going to visit a restaurant for the first time. The Soulman's website states they are willing to take additional steps to ensure safety of customers with GF needs (see statement copy/pasted below my review).

They offered to change the block, but since only meat is cut on it, and their meats are all GF, I saw no need. I appreciated the willingness and thanked them. Once my plate was passed to the next two women in line to add toppings and sides was when we had an issue. I asked them to please change their gloves (since they handle both bread and sides that contain gluten), and they looked at one another and smiled with a slight eye roll. Without looking back at me but keeping gazes fixed on each other, the one helping me changed her gloves and didn't say another word. Body language spoke volumes and I could tell they thought I was ridiculous and annoying. They were young, probably around high school/college age, so I let it go... often times the younger the crowd, the least likely they have encountered someone with a severe food allergy/intolerance before. But I find the response incredibly rude and demoralizing. It's hard enough to eat out, so to have someone blow off a disability and laugh at a simple request? It's maddening. If changing your gloves means I am more likely to consume a meal that's safe for me, I am not sure why you are so put out. Friendly reminder: you work in a service industry and all customers aren't one size fits all.

I will still recommend this restaurant, since the food was really good and I don't think two employees that ruined my experience would mean a negative experience for someone else. But I hope this review reaches someone at this location that can help to improve their protocol for handling those with food allergies. Trust me, no one with issues like mine enjoys asking for all of these extra steps and precautions to be taken, we already feel like it's annoying and putting you out... so please don't make it worse. A simple "I'm happy to change my gloves", or "Absolutely" would have been kind and taken you no additional time.

"*While we can't guarantee our food to be gluten free due to the potential for cross contamination, by nature, a lot of our menu items are made with gluten free ingredients. If you, or the person in question, has a severe allergic reaction to gluten, please make the manager aware so they can take additional steps to ensure safety. Please don't hesitate to ask them to change gloves, wash their hands and sanitize their block and knife before...

I went here last night to get the fish. Mind you I called before leaving home to make sure they were still serving it. I’ve seen them advertise fish fry on Friday. I was there before 8. Line was long but I was patient. Get to the counter and the young man who’s supposed to be “the manager” looks like a kid, says we ran out of fish. I told him I just called and the young lady told me you had fish. The kids working in there were laughing and whispering just unprofessional and ignorant clearly. The manager seemed unbothered or unlearned about customer service, management or leadership. All lacking! So I ordered the 3 meat plate. What a waste of $21 dollars! Chicken didn’t taste done. I asked for the hot sausage (didn’t get it) and ribs. The only thing that tasted right were the ribs! Sausage wasn’t done either! I cook so I know. I’ve come here multiple times and this was by far the worst experience of my life. I did tell the manager I will be contacting the corporate office. He had the audacity to say,”you calling corporate on me?” I said, yes. Yes I am. Poor customer service skills. This was a waste of my time, money, and energy even trying to talk to him. Do better!!!!

In their defense, the district manager called and wanted to know my experience. He refunded my money. I don’t think I’ll be returning here. Customer service in Mesquite is way better. Geographics...

This place should have a wait to get food. Everything about it is good as a former truck driver this a place I would go out of route to eat at any time I could. The atmosphere is southern and enjoyable (the music is live radio maybe a playlist would work better but perfect volume) like that dinner you went to a kid with that comfort food. Service is great the people working at the front talked to me and made me feel like a regular even mentioned how they ate the desserts and other neat ideas. Place is cleaned and maintained well. I take it the “old man” is the boss here or even owner but you can’t tell because he’s grinding away alongside everyone else. My respects for that because I don’t see that anymore and he seems more than happy to assist you and tell you about the meats and rest of the food. Then the food… it was great ! I can’t say more than that I wish I would have taken pictures before but once I got a taste I devoured it. The mac and cheese and ranch house beans is what I had and I will continue to have every time simply because they go perfect with bbq. I had a classic two meat plate ribs and sliced brisket and it was moist. I got back in line and got the double barrel potato with all the fixings for my wife and a chopped brisket and sausage sandwich for later. All I have images of is the results of what...