The Honey Baked Ham Company — Restaurant in Florida

My wife ordered our food online two days prior to pickup after Christmas. Pickup was scheduled for 1215-1230. There was NO rush, we have them plenty of time and notice to complete the order.

When I entered the store it was practically empty. There signs up for two different lines, pre-order and walkins; however they are not following them. I spoke to the young man "lucien" he said they were not following the signs; it was only for xmas. So confusing to all customers!

When I got to the register and talk to the young lady "emily" to pick up my order. I give her the name and she looked stund... the order (two sandwiches, two sides and two waters) was not ready and then she informed me that none of the sides are even made. That I would have to wait for them to cook/make and prepare the sides... and that the sandwiches were not made aswell.

WHY have online orders when you can't prepare them on time??? Much less two days ahead of when they are due????

Lucien just handed me a bag with what was supposed to be the order with only one sandwich. I told him there was two sandwiches meals. I had to make him read back the order to me for him to see and understand there was two sandwiches in the order. So he made the second sandwich, bagged it and then came out the sides. Seriously small sides.

NO APOLOGIZE FOR ANY OF THE INCONVENIENCE! JUST DUMB STARES!

Sorry, NOT SORRY; but for the price, terrible service, overhyped of these stores; seriously not worth the price and the amount of food you receive. I know everyone raves about honey baked ham but DON'T VISIT this BRUCE B DOWNS store. Seriously under and missmanaged! THEY NEED HELP OR CLOSURE! Have an amazing Christmas and new year holiday! Never going back to...

Horrible customer service! ALEX THE MANAGER RUINED MY CHILDREN's THANKS GIVING!!!! My children will be home alone on Thanksgiving and i PRE-ORDERED them a Thanksgiving meal! I get off of work at 7pm and hauled a** to pick up my order got there right at the allotted time I posted for pick up. I come to pick up my order and I'm told by Alex that there is no mac and cheese and he says you're gonna have to pick something else. He gives me the option of green bean casserole?! I told him my son is diagnosed with autism and the Mac n cheese was what he was going to eat... His response, "Well it's the day before Thanksgiving we have over 9.000 orders blah blah blah!" My response "WELL ISNT THAT THE WHOLE POINT IN RESERVING THE ORDER AHEAD OF TIME?! You could have either reserved our mac n cheese instead of giving it away ORRRRR YOU COULD HAVE CALLED TO LET ME KNOW DAYS AGO SO I CAN PREPARE SOMETHING FOR MY CHILDREN!!!! I told him I wanted a refund. So he cancels my order and I asked him to print me a receipt. He goes to the back and doesn't come back out. THANK YOU ALEX FOR RUINING OUR CHILDRENS THANKGIVING! If you don't have the abilities to run a business, then leave it to someone that can! There are no excuses! Your customer service IS HORRIBLE! Then you have some balls to have an attitude as if I was the problem! I'm sure your store has high turn over with your employees! It shows with your attitude! Highly NOT RECOMMENDED because of...

Update: I posted a complaint on the company website. The next day the manager of this location reached out to me and apologized for what happened. She told me I would receive a free ham when I was ready. I just needed to reach to her directly and left me her name and number. I have been a long time customer of Honey Baked Ham so I greatly appreciated her follow up.

I have purchased Honey Baked Ham every holiday season for the last several years. Every year, I know to make a reservation for my 3-5lb boneless ham because otherwise, you may not get it. This year I made my reservation 2 weeks ahead of Thanksgiving week to ensure I was able to get a reservation. I received my confirmation email along with my pick up date and time. When I arrived at the store location to pick it up, I was told by the workers at the store that they didn't have my ham and my reservation doesn't guarantee a ham. That is news to me and the first time it hasn't worked in years. I won't trust this location for my holiday ham...