Southern Smokehouse — Restaurant in Detroit

I am extremely displeased with the service this time. The person at the window for my online order was brash and curt. Prior to arriving, I called to explain the issue I was having with ordering a la carte. I also informed the person I wanted to retrieve a side I was due from an order mishap previously. Over the phone I was told I’d need to place the online order for the dinners I wanted, but the a la carte item would be noted to be with my order when I arrive and to pay for it then. I reiterated I was owed an item from the last online order issue one month prior and waned to get that item.

As I’m picking up my online order, the woman at the window treated me and spoke to me rudely. She wanted to tell me what she’s not supposed to do at the window versus listening to me say that I spoke with someone in advance regarding my order.

My expectation was that the person I spoke with over the phone would communicate with the workers as stated about my a la carte item so it would be ready for me and I can pay for it. I had already bought 4 dinners online. I walked in thinking this would be quick and things would go as discussed over the phone. I expected to get my paid online order, the item I was due, and the a la carte item I needed to pay for. Obviously there was no communication between them based on my treatment.

The lady at the window acted and spoke to me as if I was doing something wrong and as if I was placing extra orders which I WAS NOT! When I gave the name of the person who called me about my order mishap, who also told me she’d accommodate me with an owed item the next time I showed up, the lady at the window wanted to tell me that person didn’t work today nor on weekends. She spoke as if I was lying. Again, she initially refused to LISTEN when I stated that there should be something noted in their system with my name and number about an owed item.

She definitely showed poor customer service which I detest. It’s the very thing to make me not want to ever patronize a business again. She represented this business negatively.

I’ve placed 2 online orders, but I’ve walked in and ordered from this restaurant for years including before the fire.

Again, I am EXTREMELY disappointed with this last experience.

UPDATED! I posted this update to the wrong restaurant months ago.

However, I initially posted about a negative experience that I had. The manager was kind enough to respond to my feedback per the online receipt. I went back shortly after because my mom and uncle wanted more soul food and because of the great customer service of the manager. The experience was MUCH better. I was observing the interaction of staff with the customers, and it was more of what I expected: positive. They were very kind to me as well.

Great customer service! Great food always! Thank you! I love supporting Black owned businesses. I’m glad that someone...

NEVER AGAIN!!! If I could give them no stars I would. There is a need for customer service training before they deal with the public. This is why it is difficult supporting black businesses! I had ordered some food 2 days before but did not receive the mac and cheese that was paid for separately. I called the restaurant and informed whomever answered the phone that my mac and cheese was missing from my order. She asked if I wanted to come back for it. I told her no because I was too far from their location. She told me to ask to speak to the manager when I came in. I gave her my name even though she never asked for it. I then asked her if she was the manager, she told me no she was the cashier who was at the register. I went to get some food today and as soon as I got to the door I wanted to turn around. The line was long and moving slow even though there was about 4 to 5 people behind the serving window. The lady (50ish) that is tasked with taking orders is very rude and rushes you through placing your order. I let her know what had occurred on my last visit she dismissively told me to speak to the cashier. After my long wait to the pay for my order, I informed the cashier about my missing side from my previous order. She sent a younger lady in the back to check for my name and told me to step aside and she continued ringing customers up. After I noticed the other lady was back I went to see what the was going on. The cashier took her time acknowledging me, when she did she let me know that apparently my name was not in the book. I informed her that I would not come all this way to try and finesse them out a mac and cheese. Besides I had already paid for my mac and cheese and it was their mistake. She started to get loud and was aggressively gesticulating stating that she would give me the mac and cheese. Needless to say this could have been handled differently. I WILL NEVER spend another penny there! Customer service is sorely lacking! Again if I could I would...

EDITED AS OF 7/3/25:The food was awesome but the customer service was exceptional and here's why: I came in for fried catfish with mac and cheese and yams for the sides. I couldn't wait to get home and devour my food especially after seeing how a little girl who came in with her mother after me excitedly declared that she wanted a large portion of the baked mac and cheese. She had tunnel vision about that mac and cheese and after eating it I cant blame her! There was a slight wait for my food because they fried the catfish upon order and I respect that because fried catfish should not be served no other way but hotter than the grease it came out of. I digress. I reached home i promptly proceeded to inhale my food. After I smashed my food like a newly released prisoner my phone rang. The caller ID said Southern Smokehouse. i naïvely thought they were calling me to tell me I had won a years worth of free dinners. So, i answered and it was Janelle (I hope I'm spelling that right after all she's done) calling to let me know that I had dropped my credit card in front of their fine establishment. An elderly gentleman turned it in. God bless you sir! Janelle took off her Southern Smokehouse employee hat and put on her detective cap, found that I placed a carry out order with Southern Smokehouse a few months ago and was able to retrieve my phone number. I was so grateful because this particular card had just previously been replaced. Janelle went above and beyond because she could have simply waited for me to notice that my credit card was missing, then proceed to run around like a chicken without my head in an haphazard attempt to retrace my steps and find it. But, instead she took the initiative to contact me ultimately reducing my stress and blood pressure. Thank you, Janelle! All heroes don't wear capes but some heroes serve delicious soul food at Southern Smokehouse. Catfish (2 pieces) were small but tasty and sides were smashing! Service was...