BJ's Restaurant & Brewhouse — Restaurant in Colorado Springs

My husband and I took our daughter here to celebrate another fantastic semester in college. BJ's has her favorite meal, Baked Ziti. We got there early, around 4:00 to avoid the dinner rush and were seated right away. I didn't really care for being at a table in the middle of the booths with people walking behind us on both sides, but I didn't say anything because I'm sure like everyone else they are having trouble keeping employees. Haley was our server and she was amazing. Very professional, friendly, and attentive. The problem was first our food and worse a manager named Monica. When the food came out my daughter's baked ziti was perfect, but my husband's full rack of ribs and my Enlightened Lemon chicken dish were cold. It seemed ours sat out on a counter while they cooked our daughter's food. Haley was very helpful and asked the kitchen to remake it for us. She also let the manager know we had a problem with our food. We didn't ask her to do this I guess the manager is informed any time there is a problem with the food. The manager (Monica) came to our table, didn't introduce herself, and aggressively started asking what my problem was with the food. I explained the chicken was delicious, but the rice was barely warm and the vegetables were ice cold like they just came out of the refrigerator and didn't get heated. Then she turns to my husband and says "And WHAT was wrong with your food!?" She said it angrily and accusatory. When he told her his was cold too she said " oh that's interesting because it goes through a 500°oven." Well maybe it was hot when it came out but it sure wasn't hot when it got to our table. She said what do what me to do about it? We said we just want them to remake our food so it's fresh and hot. She just turned away and walked off. She didn't apologize or offer any kind of explanation, compensation, or even assure us our food would indeed be remade. We sat there a bit longer after she left and Haley came back, apologized for experience, and assured us they were working on our food. She was 100 times better at caring for her guest than Monica. That woman shouldn't be in that position. She clearly has zero empathy or people skills. My husband and I sat there waiting for our remade food for at least 25-30 minutes. By the time they brought it to us our daughter was finished with her meal. We received nothing for this bad experience, not even an apology from the manager. The least they could have done was bring us a small appetizer or bread while we waited. This is completely a problem with management. The entire incident could have been much more positive for everyone if there had been a manager on duty with a smidgen of customer service experience. I will take this matter to their...

I NEVER take the time to write bad reviews, but BJ’s has earned my time. This one star is review is NOT based on the food. That is due to the fact that my family and I were not able to taste any of the food. My wife and I have a two week old son, along with a 2 1/2 year old. My wife received a huge award from her work, which happens to be another very popular restaurant that she's been working at for the last 8 years. We were going out to celebrate, and decided to try BJ's for the first time. We arranged for our oldest son to be watched, which allowed for us to go out with the newborn and enjoy a night together. We were told we had a 20-25 minute wait. Mind you, it's a Friday night so we completely understood/expected a long wait. The coordinator said this same statement to the next 8 couples that walked through the door. 30 minutes go by, and with my wife being in the restaurant business, we completely understand that a wait time is just an estimate and is not 100% correct. I asked the coordinator if she had called my wife's name by chance, and she said no. Just wanted to make sure that we didn't miss our name being called. After another 20 minutes of waiting, 50 minutes total at this point, I asked the second Coordinator (or who appeared to be a manager) how far away we were from being called. I was told "You are third, BUT we are getting some tables up right now. It will only be about 15 minutes." At this point, we made the decision to leave. It was the first time we have ever left a restaurant and have decided that we will never return. Since my wife and myself have spent time in the restaurant business, we never expect "perfect" service anywhere, and we never want anything comped/taken off due to the food not being "up to par." We aren't those people that gripe about things like that, nor do we ever expect things from restaurants because we know that some things just simply happen. But this restaurant was the absolute WORST experience we have ever had and we will never return. As a Disclaimer for BJ's, I do NOT want to be contacted by any manager or PR from this restaurant for any free food or anything at all. Work on training your coordinators on how to be actual coordinators instead. Don’t train them to lie to people to keep them in the door until it has been DOUBLE their...

If I could make this negative a million stars I would. I made a reservation that day (a Tuesday) over the phone, I told them my name and the number in my party. We got there 15 minute early, the hostess walked over while we were waiting for the rest of the party and asked for the name. We gave her the name before more customers entered and she proceeded to help them. At the time of our reservation (6:30 pm) we still hadn't been seated so we went up and asked about the table. She never looked for our reservation or asked for the name again after she had finished helping the new customers and she said that she needed our name again, we told her two times and she replied that she would get us a table in 5 minutes. 10 minutes later we heard "party of 7" (us) and we said that we gave the hostess our name several times but she said that she never got a name. We get to the table ordered our drinks, she took 10+ minutes, it was extremely slow that night, then forgot a rootbeer and took another 10+ minutes and us asking twice. We ordered the "Best Beginnings" appetizers and they took 10+ minutes to come to us. While waiting we watched as the waiter next to us brought avocado egg rolls to a table and had to ask several different tables to figure out where they belonged, then brought out our "Best Beginnings" and took them to several tables before finding us. They were cold, the avocado was brown, you could jump rope with the cheese in the mozzarella sticks and they tasted as if they've been under the heat lamp the whole night. When our waitress was picking up the plates HER ACRYLIC NAIL POPPED OFF ONTO OUR TABLE and she laughed about it. That is so inappropriate, so unprofessional and down right disgusting. We were there for over an hour before we even got our dinner. Today one of my party members called to talk to a manager about our experience and he completely blew her off, he was defending the restaurant instead of trying to fix any issues. The least he could have done was acknowledge that there were issues with our experience or apologize. We didn't want anything in return, just wanted the issues addressed. He refused to give a corporate number and was completely...