Big Shake's Hot Chicken & Fish — Restaurant in Franklin

The following is what I emailed to Big shakes to the email address posted on their website to complain about a recent dining experience. I gave them a week to receive a reply as I even told them in my email that I prefer to offer a business the opportunity for service recovery before posting something publicly. Because I've not received any response from Big shakes, I am now sharing the following email I sent to Big Shakes as my review of our most recent experience...

Dear Big Shakes, I came to the Franklin store and placed my order of four items for takeout on August 11, 2023, and waited in store for it to be ready. Restaurant was very busy.

It's a short 5 minute drive from the restaurant to my house but the only thing that was hot was the leg quarters, while the catfish and the fries were barely warm despite being in the same box as a hot temperature leg quarter.

I also paid an extra dollar for macaroni and cheese as a side, but that was NOT included with my order.

The two orders of chicken tenders were both so overcooked and dry that they couldn't be eaten, they were also barely warm, and the fries and those boxes were close to being cold.

Attached are pictures of the receipt, the quality check receipt attached to the bag that the macaroni and cheese was not included, as well as pictures of the combo chicken and fish box. The tenders (no picture) looked good, BUT as I stated above tasted terrible being so overcooked and dry, yet also being barely warm with almost cold fries, the family wouldn't eat them.

What makes no sense to me was with the 25 minute wait for the food to be cooked because of how busy the store was, I would have expected everything to be hot from being cooked to order, yet 3/4 of all the food ordered was either warm or cold, with the only hot food being just the two leg quarters.

I'm giving you the courtesy of knowing this directly, and the opportunity to fix this bad experience, as I would prefer to not have to post this negative review on...

June 11, 2023: I visited Big Shake's Hot Chicken and Fish in Franklin and tried their catfish fillets in the "Stop, Drop, and Roll" heat, along with fries and collard greens. My experience was decent, with some hits and misses.

The catfish fillets were cooked perfectly. I really enjoyed them. However, there was only inconsistency in the preparation as the fries fell short of my expectations. While some were fresh and hot, others were warm, I would have preferred a more consistent and uniformly hot serving. As for the collard greens, they were decent but didn't stand out. They served as a satisfactory addition to the meal, but I felt they could have been better.

My main concern was the condition of the restaurant itself. The floor was excessively sticky, which made moving around quite uncomfortable. Additionally, flies buzzing around were a considerable distraction. The condiment station was in need of attention, which affected the overall cleanliness of the dining area.

Also, there were no utensils provided in the bag. I wish the employees were more proactive in making sure necessities are bagged with orders or at least asking if customers need anything to accompany our meals.

Taking all these factors into account, I rate my experience at Big Shake's Hot Chicken with 3 stars. While the catfish fillets and flavors were enjoyable, the inconsistent fries and various issues within the restaurant left me with mixed feelings. I hope they can address these concerns to provide a more satisfying dining experience in the future.

Despite these mixed experiences, the catfish fillets made the meal worthwhile. If Big Shake's can remedy the other unfortunate issues it would enhance the overall...

Should be called Chaotic Chicken. I ordered on Postmates. Hint: Don't!! Postmates order time was 631pm and said my order would be ready for pickup at 651pm. I arrived at 656pm and walked into a chaotic place Lots of people standing waiting for their orders. I asked at the counter and was told it would probably be closer to an hour. I went outside and waited. Came back twenty minutes later. Place had died down quite a bit. Stood there with another guy that was waiting and said the chaos was normal. Turns out his order had been lost in the system somewhere and they had to redo his order. I asked several more times and was told it would be out shortly. Finally, after and hour of waiting I asked a young lady and she couldn't find my order in the system. The owner came out and took my order back to the kitchen. Stood around and waited some more. Watched several orders go out to people that ordered long after I had. Would've been fewer stars but the staff was nice about things. Chicken is good, but not worth the experience of having to wait so long to finally find out my order was lost in the system and then watch others go ahead of my order. Chaos seems to be caused by online system that they don't have any control over. Also, seems the kitchen management of handling orders overwhelms them and they struggle to get food out quick enough to keep up with the demand. Nice folks, ok to good food, but be prepared for a chaotic experience and long...