Pappas Bar-B-Q — Restaurant in Duncanville

Do Not Eat Here.. Food and Customer Service is flat out HORRIBLE!!!! On 1/9/2021, I went through the drive thru and ordered Pappas Bar-B-Q featured grilled wings. After waiting 12 min to get to the drive thru window & pay for my food, the cashier named Jessica (According to the receipt) at the drive thru asked me to pull forward and someone would bring my order to me. After waiting nearly 30 min for my order, I was just about to go in and ask for a refund when Finally a lady brought my order to me. When I got home I saw that the wings were soooooo charred and burned that the meat under the skin of the chicken wings were black. I called the restaurant and explained about the poor quality of the wings, I offered to bring the food back or take a picture but the lady told me I didn't have to do that and that she would refund my money over the phone. I paid a little over $14 for just 12 very small wings & that does not even include a side. The employee asked for the order number from the receipt, which I provided. She said that she had refunded the money and I would see the refund in my account within 3 to 5 business days. I'm writing this review 1/18/2021 and I have yet to see the refund. I called the restaurant on 1/16/2021 between 3:00 & 4:00 and a woman answered the phone. I asked was she a manager and she said no. I told her I would like to talk to a manager at which time she said she would help me but I insisted on speaking to a manager, I waited about 20 to 25 minutes and no manager ever came to the phone so I called back. Same girl answers the phone and I waited again only this time around 10 min with no manager ever coming to the phone. This review could have been avoided if the restaurant had better customer service. I've worked in restaurants before and know that things happen sometimes with orders, and know this is when it is most important for a restaurant's customer service to be exemplary and in this case it was not. I WILL NOT recommend this restaurant for its food or service as it appears the restaurant's owner(s) and its employees do not care about the quality of food or service it provides also the food is way overpriced. I truly recommend that Pappas Bar-B-Q corporation pay attention to all these negative reviews (its apparently something wrong with this restaurant if most of the reviews are poor/bad reviews.. trust me as a customer, we read reviews) especially during a time in which businesses are suffering. People are spending their hard earned money to support this restaurant, the least the restaurant can do is have better customer service. I will never eat at this...

So I had been to this same location 2 times prior to my recent visit. Both previous times were great and the food was on point. This last time was a disgusting experience. The wait was just ridiculous for only being the 3rd guest in line. When it was my turn to order to go food, I first asked for a stuffed baked potato. The young last stated it would be a 15 minute wait since they were out. I said that was completely fine and worth waiting for. She looked upset that I was willing to wait as if I was inconviencing them. The she interrupted me and said well are you gonna want brisket? I said yes, she says well we are all out. Still with a straight face and attitude. I said you are completely out for the rest of the night? She looks back to the cook and says hey brisket is out right? He says yeah this is the last of it. Then she looks back at me with a smug look. I stood there and pondered substituting my order and as I continued to watch the glare on her face I turned and walked out. Never have I been treated so disrespectfully and as if I inconvenienced a food establishment for asking for FOOD that they advertise they sell. So disgusting. Everyone working that day had attitude, nobody greeted me. Everyone working walked around slow without any urgency. Could this be a sign of poor management and lack of incentive to employees? I don't know, but they will never again receive my business and I will advise people to...

When you place a takeout order at this Pappas BBQ location, don't expect to get what you ordered. This has happened more than once to me, but yesterday was the last straw. I was very specific in what I ordered, LEAN beef and chicken breast. When I got to the window I noticed they had overcharged me, so when the staff person refused to change it and said that the outside menu that you order from must be wrong, I asked for a manager. He said that was because I was getting a half chicken instead of sliced chicken, but I had ordered the sliced chicken. I assumed that he would have checked the rest of my order to make sure that it was correct - my fault again I assumed.

When I got home and took a look, not only was the beef not lean and thin sliced like I requested and was on the receipt, it was so fatty it was inedible. There was more fat than beef, and the chicken had no flavor at all. I then tried to call the location to let them know, and after getting the recorded message, the phone just rang - no one picked up.

I give up. This restaurant is a lot more expensive than any of their competition in the area, but when it is good, it is delicious. Unfortunately those times are far and few between, and I can't afford to continue to throw away good money on food and service that isn't even...