Lucille's Smokehouse Bar-B-Que — Restaurant in Chino Hills

On march 20th, my girlfriend and I came to Lucilles to have dinner. She is muslim and cannot eat pork, so we decided to order the “TEXAS-STYLE BRISKET SANDWICH” since it was described as a beef product on the menu. My girlfriend was cautious, so she asked 3 separate waiters whether our meat was pork or beef. They all said that the sandwich was beef meat. We proceeded to eat our food and go home after finishing.

We came back to the restaurant today, April 6th, and ordered the same menu item. I brought my girlfriend with me again to break her Ramadan fast and for my birthday. However, we were confused because we ordered the same labeled item on the menu, the “TEXAS-STYLE BRISKET SANDWICH”, but received a different looking and tasting sandwich. We called over our waitress and let her know about our previous visit and were wondering why our sandwich looked and tasted different. She let us know that it was most likely pork we ate last time. We were appalled at this. My girlfriend was so upset that she couldn't eat and began crying. Being a holy month and a devout muslim, she was devastated that she was misinformed and was tricked into eating pork products our previous visit. The "manager" came, and we informed him of the issue. by the end of the conversation, we were disgusted and insulted by his response. He seemed dismissive of the severity of the issue and kept asking us what we wanted him to do. Finally after realizing that he had no sense of the gravity of the situation, or sincere concern over the disgust we felt, I finally asked him just to bring us boxes to go. After the horror we experienced, I did not expect to have to pay for our meal, and wanted to leave. While he leaves to do this, the waitress lets us know that he would be comping our meal as compensation for our distress. We both felt like this was the least he could do. When he came back, he left a bill, having the nerve to still charge me for my meal, instead of comping the entire dinner. I was insulted by this and demanded that he be called back to our table. His excuse for doing this was that only she was muslim, and since her dinner was ruined he only comped hers. He also kept mentioning that what had happened was "in the past" that he "can't change the past" and that he "wasn't there" and was "skeptical" of our description of how our previous visit had gone. His lack of empathy was blatant and clear. If someone had come in later complaining of an allergic reaction from a food product, they would not be disrespectfully told their suffering was "in the past." Religious dietary restrictions should not be treated so negligently.

Overall we feel absolutely insulted by the “manager” Daniel and his dismissive, rude, and condescending behavior. I am absolutely disgusted in the way I was treated tonight. My family has cumulatively spend TENS OF THOUSANDS of dollars at this restaurant since its opening. We cater and dine here for nearly every holiday. Birthdays, mothers days, fathers days, celebrations for achievements, etc. The betrayal, disgust, and mistrust I now feel towards this restaurant is beyond me. I can promise that Lucilles has lost dozens of customers over this incident, and will never get a cent of my money ever again.

I would also like the incompetent “manager” Daniel to know that what his employees did is illegal and discriminatory, and that this establishment is liable to be sued for their negligence. Food safety regulations violations for mishandling of meat products Consumer protection violations for providing false information about my meal Discrimination laws, for disregarding and not properly handling specific dietary preferences communicated by a customer based on their culture and religion Violation of contractual obligations to provide foods that have accurate descriptions of their content Violation of duty of care by failing to accommodate our clearly communicated dietary...

We love meeting friend's at Lucille's! We recently had a birthday party of 16 on a Sunday evening around 5pm. Reservations definitely required! We were seated in the outside patio in the back which is reserved for larger parties. Why bother the other, normal diners with extremes of tomfoolery!? Things got off to a great start, service-wise, as our server started taking orders fairly quickly. Soon we had beverages and biscuits served all around. If you've ever had Lucille's sugar biscuits, (delicately crispy on the outside, deliciously soft on the inside) you know you're having a treat and they are twice as good when accompanied by sweet apple butter and a Peach Lemonade! Unfortunately, the servers must be on an Apple Butter rationing order as the biscuits are always accompanied by one miniscule dollop, (dare I call it a serving?) of the Golden nectar to be shared (i.e. fought over) amongst your companions. Even pleas to our server of more apple butter please, went undelivered this night and, alas, the biscuits were only superfluous to our meal. No matter, as dinner was served by a bevy of servers descending on our table bringing our desired first courses of salads and soups, of which mine was a house salad with Ranch. I should have remembered to order an extra helping of the dressing as I usually find my desire for full salad coverage lacking, as was the case here. No matter, I was delivered a gravy boat of goodness fairly quickly (obviously no rationing of the Hidden Valley gem!) and the first course consumed. The noise level in this large room addition increased exponentially as other large parties were seated which soon had us at a disadvantage when the main course arrived and the various dishes were called out. Most were correct, a few had tweaks needed and our one, special medicinal, gluten-free request, as far as I was aware, came out perfectly prepared and delivered. I did not hear of any complaints with food although I found the fried chicken just a bit too peppery for my white-girl taste buds. Graciously, the hubby was forced to eat my shared portion (poor man) and I enjoyed the baked potato with another rationing of condiments. (What is with the tiny amounts of much wanted and needed condire, Lucille's?) Soon dinner was over and the birthday song sung (oh, sung very badly on purpose. Our apologies to our fellow gastronomers.) I soon realized as I, with my requested straw, drew down on the watered down remnant of my Peach Lemonade, that it had not been refilled all night. Sadness. The food and drink were fine, albeit rationed and the service was merely adequate. Devoid of the niceties which serve (pun intended) to make a meal spectacular, and the experience of eating it so, Lucille's receives four stars for their attempts this evening with service at three point five stars if I could...

Arrived Monday night Labor Day Business seems slow look like they had two different sections already closed out with chairs on top of the tables. I say this because I want to paint the picture that this was not a busy night. Our server Leonardo not so great. I hate it when they come to the table and don't greet or introduce themselves he literally walked up and said what do you want to drink. There is absolutely no customer service anymore. We asked for a minute so we can look over the menu and of course he didn't come back for quite a while and this just continued throughout the night but frustrates me is I could see my drink sitting at the bar we were on a booth right in front of the kitchen door My drinks were literally put on the well 5 ft from me as I watch them sit there waiting for someone to drop them off Yes I could have grabbed them myself but I wanted to see how long it was going to take and it took quite a while. I tried to look to see if our server was playing around goofing around in the back I couldn't say I seen any of that. Which makes this whole thing even more difficult for me because I seen him doing his side duties looks like he was cleaning sugar packets or restocking them cleaning and restocking salt and peppers maybe rolling silverware I'm not sure on that one but he was more concerned about his side duties than he was about his three tables. And this is my problem maybe it's because it's a corporate place and they put so much pressure on these servers so managers can make their bonuses they run skeleton crews and cause these servers to do way too much and stead of getting great service. This was a Monday night slow this was a time to shine to possibly gain my business for the weekend with larger groups to come in and think about having a great time this was the time for you to hit it out of the ballpark so I had a good experience so I would think about coming back. But if you're this bad on a slow Monday night how the heck am I supposed to think you're going to be great on a busy Friday night see my point. We shared a full rack of ribs we ordered a wed salad we had some cocktails but we would have had more cocktails if somebody would come and ask us we finally stopped somebody who was not our waiter and asked them if they could take our drink order again which they gladly did. When they dropped off our wet salad no one ever came to check on us and this was for everything that was dropped off once it was thrown at us no one ever came back to ask how we were doing her if we needed anything. We needed more salad dressing we would like an extra plate and we couldn't get any of that All in all very bad experience food was just okay wasn't the best wasn't the worst but I can say this I just won't be back. My bill was a little over $100 I tip 20 and I...