Big Guy's Bodega - NYC Style Deli — Restaurant in Euless

UPDATE:

The owner reached out directly to me and explained that he was misinformed about the situation, and that he has talked to the employee. I appreciate him saying he should’ve reached out to me directly the first time. He also offered to reimburse my burger and help us the next time we came in. I’ll be happy to continue supporting them.

————- This was my third time here and I just had an awful customer experience.

Long story short, I was ordering a smash burger for my toddler and asked if there was anything spicy on it. Cashier said no. Asked her specifically whats in the sauce. She said nothing spicy. I said, “ok it’s for a 2-yr-old, so I want to make sure.” She assured me. Spoiler alert: it was spicy. Toddler didn’t eat it. I tried to wash the sauce off the patty but it didn’t work. Tired parents end up making a dinner for him after work, which is why we chose to eat out today in the first place.

After dinner and putting said toddler to bed, I call the restaurant and explain what happened and ask for a refund. The woman calls me back and says her boss said they can’t give a refund unless I bring the burger back?? Lol, really, so you want me to drive all the way back at 9pm to bring you a washed up, cut up burger? “He said you bought it this afternoon, so there’s nothing we can do.” Ma’am, I came in at 5pm, and I purchased this on a card. Even if that were a legitimate excuse, he could’ve offered a free next meal or something. Nothing.

Anyway, never going back. I’ve also been a customer of the connected Big Guys Chicken & Rice for two years and have brought coworkers, family, and friends. Never going back there, either. It’s a shame, because the food is pretty good. But in this economy especially, I’d say spend your money elsewhere, on good people. Clearly, this guy is so stingy that he'd rather fight you on $13 than make things right...

We ordered the smash burger, Philly cheese, Reuben pastrami, chicken pesto panini and turkey sub (it was all halal). Turkey sub was #1. It was loaded with deli meat (just like all the other sandwiches). My second favorite was chicken pesto panini. Great for those who don’t prefer deli meat. Everything was fresh. We came with a large group and combined tables. Attached is a chicken over rice place (same owner). One person in our group ordered the NYC style chicken over rice and enjoyed it. Definitely would come again next time...

The bodega was clean and the service was friendly. My coworker and I ordered sandwiches, I had the Philly which was disappointing. First, it's on brioche which had a strange taste and texture, the meat was unseasoned and full of fatty gristle. My coworker had cold cuts with beef bacon. He said the bacon was extremely salty and the sandwich lacked flavor. We shared fries which were hot, fresh and well seasoned.

I would not return for the sandwiches. I will stick to the chicken and rice bowls on the other side of...