Cotton Patch Cafe — Restaurant in Denison

I've been here several times, trying to give it a chance. My experience has ranged from dirty menues(dried food), dirty silverware and seldom recieving what I ordered from the kitchen. Until tonight the service hasn't been to bad. Management has always corrected the mistake. The food is usually tasty so I have been willing to try again. During my last visit after having to send my order back once again I decided enough was enough. The manager offered us two free meals if we would try again. So I returned tonight with my son and his family. Only to receive the worst service ever. It took way too long to get refills. I had to ask the girl at the register for refills and rolls. We had been waiting 20 minutes or so for our meal. 30 or more by time time the meals came out. We had a 3 yr with us hers was the last dish delivered. My order was again wrong. I again spoke to the manager who again offer to replace my meal. While waiting for my meal the waitress came to refill my son's tea and spilt the tea all over him and his plate came back handed him napkins and walked away never offered to help clean up the table or floor covered in tea just stated she'd order him a new burger. After about ten minutes the manager returned with my plate. I again told him what happened to my son. He returned apologetically with a new burger. We asked for containers to go. Appetite lost. My son's girl friend arrived about 745 and we arrive a little after eight. We left at 935. What should have been an evening for us to enjoy each other as a family was a disaster. Management covered the bill. I handed him the coupon given to me by him and said I will never return. Fist time, mistakes happen. Second time manage ment needs to equated what failed in the process. Third time it becomes obvious there's a definite issue but the forth time its obvious that management has no influence over the employees who obviously have no concern for the product they deliver. Customer service is what makes or breaks a business and starts from the moment they enter the door to the moment they exit....

My wife and I have been Cotton Patch customer for over 20 years, and the Denison TX store for 15 years. Please understand that in general we love Cotton Patch. This review is specific to our recent deliver orders through Door Dash.

This review is not a reflection on Door Dash is specific the how Cotton Patch is handling its delivery orders. For context, most descent restaurants have a person called an Expediter that is the final quality control check person that makes sure your order is plated up right and matched your order ticket before the server brings your order to the table for you to enjoy.

Cotton Patch has someone that does this task for dine-in orders. However, they do NOT have a proper Expediter watching over delivery and pick-up orders. EVERY order we have placed with Cotton Patch, through Door Dash, in the past 2 years has had something wrong with it.

The errors have ranged from small things like not getting out rolls and butter that come with all entrees, to missing ice cream that come with some desert items, to desert item that are suppose to be warm (or at least thawed to room temp) arriving frozen solid as a hockey puck, to entrees they were not what we ordered at all, to missing side and even missing entrees altogether.

Door Dash has been kind enough to offer a few refund as have been appropriate.

I have called and spoken to the managers on duty at the Denison TX Cotton Patch every time. They have confirmed that they do not have an actual Expediter working delivery and pick-up orders. They only have 'the girl working the pick-up orders' who was 'suppose to check the order before it left.'

Cotton Patch has offered to send us coupons for free meals to use in-store. We have refused and stated that we simply want to problem fixed so that we can have a reasonable and reliable expectation that an order will arrive the way we ordered it.

Cotton Patch:...

Rarely do I share a negative review. After multiple issues with incorrect orders we’ve called in or ordered online for pick up, waiting for the corrections while we are still in the parking lot with most of our family’s order getting cold, tonight I called the Denison location. I identified myself, mentioned we had just picked up an order, and asked to speak to a manager. They young lady asked, “Why? Something wrong with it?” with attitude - I let her know there was an issue & I requested again to speak with a manager. Chris came to the phone and I let him know this was not a first time issue and I’ve refrained from complaining - just try to correct it myself if we catch it in the parking lot - in cases of delivery, that was not an option. Note: when we have seen issues with locally owned places, they’ve been more than willing to go the extra mile and personally deliver the correct order for guests. I asked his policy for this. He said he would remake it and I could come back and get it. But that’s all he would do. I mentioned our time of order, time of pick up, it had already been nearly an hour since we placed the order - and my husband’s food would end up cold (salmon) if we did the round trip pick up, again. No offer to refund our ticket. No offer to send it using their delivery service. Their food and their service get a solo star from me based on a pattern of laziness for their takeout service and a lack of guest service in general. This is definitely a reflection of the leadership. Apathy goes a long way! It found its way to a one star rating this time. Find a way to dine local - even if your faves are closed on Sundays. I’ve personally seen CJs and Lettuce Indulge doorstep deliver correct orders. I’ll miss my occasional chicken fried chicken (if they get the order right) but as of now, Cotton Patch Denison won’t be seeing our dollars for a...