Hattie Marie's Texas BBQ — Restaurant in College Park

I've been patronizing two of their Atlanta locations for a while and very few times has it ever been without issue. I'm not sure if staffing, quality of staff or poor management is the problem. Or perhaps it is a combination of all 3, I don't know. The average customer is spending between $50-$150 per visit so I'm not sure why such a lack of cohesion is consistently present.

After my online order was stolen one evening right off the pick-up counter at the Downtown Decatur location, the staff was very apologetic, issued my husband a full refund and tried to re-make the meal. Unfortunately the kitchen accidentally burned the re-order. Management then offered a deep discount upon our next visit. We just haven't been back. Until today.

And today however will be my last time setting foot in any HM location because the College Park location refused to allow me to pick up my $119 PAID FOR order.

A single counter staffer chose this route because my husband ordered it online 51 minutes prior (it was supposed to be ready in 30) and even though the order was in my name, was paid for through *their website [toastfab] using *Google Pay, and I presented both the confirmation texts, digital receipts sent to *my email and a requested "state issue ID", she refused.

Since I couldn't physically present my husband's debit card alongside the receipts, 'paid' confirmations, texts and emails and my driver's license (which matched the name + email on the order), she refused. What is the point of having online ordering capability if you still have to go in, wait in a line, approach the counter and physically show the card, state ID, emailed receipts and confirmation text? And for food they've already fully charged you for? The redundancy is both embarrassing and aasaive waste of time. Especially when orders take twice the promised time to complete.

I was given a partial refund and as I was walking out she said, "Aren't you going to pay for it again in-person? I mean, the food is ready." 🙃🙃🙃 Total lack of understanding or grasp.

The irony is not lost on me that one location allows anyone to waltz up to their interior counter and walk off with huge, paid orders WHILE the other location wants you to present your birth certificate, a lock of hair & proof of national security clearance before you can be handed food they've already fully charged you for. Also noteworthy: Her coworkers seemed annoyed, were whispering and shaking their heads behind her and one grumbled under his breath, "man, just give that lady her d**n food."

Lastly, I never raised my voice, spoke rudely nor engaged in any form of aggression or upset and neither did the employee.

This is a lesson for both parties: HM has internal policy issues that need immediate addressing and I have to stop patronizing places that demonstrate an inability to communicate, lack consistency and treat *certain customers differently.

If my full refund becomes an issue, I will be back to update because I certainly walked out...

Please note updates are listed at the end of this review. I ordered food from Hattie Marie’s for a family of 4 online July 4,2020 at 11:00am with a scheduled pick up at 3:30pm. Upon my arrival my order was not ready, I was told by the staff member that he had no ETA on when my order would be ready. I waited about 30 minutes and asked again, still no ETA. After that a young lady short in stature with box braids, stood on the chair addressed the crowd and notified us that any walk-in orders have a wait time of 1 hour and forty five minutes. She also stated that everyone that placed online orders would not receive their orders in a timely manner and that she could not provide an estimate on when they would be ready. She also stated that they were out of chicken in which 3 of my four meals were chicken.

I asked for a refund, the young lady asked for me to pull my confirmation from my email on my phone, she took my phone inside of the restaurant and returned with a receipt with the word refund written in red on it. I asked for my phone back and she went back into the restaurant to retrieve it. 5-7 business days later I still received no refund from Hattie Marie’s. I had to provide receipts and fill out paperwork for a dispute with my bank.

After many trying to dispute the charge, the bank stated that I was issued a improper receipt. I was notified by my bank today that I can not do anything because I do not have the right receipt. So basically there is nothing that I can do and Hatties got $73.94 from me and I didn’t receive my food because it was never ready. Moral of this story... if you need a refund double check the receipt. NEVER AGAIN!! I will not be back.

**Update- I received my online refund receipt from Hattie Marie’s 9/6/20 over a month later. Unacceptable. **Update 9/11/20 the general manager contacted me in regards to this post. She apologized and reassured me that operations usually tend to be smoother. She offered to make it right and I appreciate that. I received a replacement of food. Thank you Maya for your professionalism and attentiveness to my matter. You made me feel important. I had the opportunity to taste the food from Hattie Marie’s and it was delicious. The cake is absolutely...

BABY IF YOU HAVE’NT BEEN HERE ALREADY THEN YOU NEED TO. I came today and I loved it. When I say BLACK OWNED I MEAN BLACK OWNED. I love the fact that they had a all black staff. And the restaurant was decent eat in spot. The staff up front was amazing they had Pleasant attitudes even while they was beyond busy, and attentive to every customer. The staff in back work pretty good from what you can see. They all communicated Effectively with one another to Complete orders. I like the fact that the staff do come from behind the counter/ kitchen and make it appoint to check on customers

I ordered the 1. Meat platter that came with 2 sides and a drink. I got the ribs, Mac and cheese, collard greens.

The ribs was made perfectly, fall off the bone and Fresh just out the smoker. I love the fact that let you put your own sauce on them but honestly you don’t need it.

The greens was amazing. They had lots of flavor I love hot sauce with my greens but I didn’t need it this time.

The mac&cheese was amazing as well and I don’t eat everyone’s mac.

Now I’m giving this place a 4 ⭐️ Because 1.) the wait time was crazy I waited over a hour for my food so I recommend you order on line or call it in.

2.) my order was 15-17 dollars but had to pay extra for a drink I felt should of came with the meal specially if your ordering a meal. So I spent about 20 for my food in total wasn’t too bad.

3.) the young lady that was in the back that served my ribs had them in her hand walking closer to the front and slammed them down in the to go box. And I was shocked she handled them like that I’m just assume She was irritated but don’t take it out on peoples food.

4.) the bathroom in the back was a lil nasty it was wet like someone sprayed it down or someone missed the toilet. It was a lil turn off that the bathrooms was unisex but it...