Smokey Bones Frazier — Restaurant in Frazer Township

Yesterday afternoon, my stepfather ordered dinner for the family and had it delivered via Door Dash (check number ---------). One of the items that he ordered (ironically, my food) was listed on the website but had been - apparently - offered only for a limited time and should not have been on the menu queue, the Brisket Poutine.

When we received our order, we noticed that the poutine was missing. I called the store and spoke with a hostess, ., who I later found (via Scott) was a minor. She was very apologetic because it had been her intention to advise the Door Dash driver as to why the item was not in the order. She was not at the hostess stand when the driver arrived and missed her. However, she was very helpful and offered to swap the poutine for an item of equal value. I ordered a burger and asked if it could be delivered to me. Because _. was unsure as to whether my burger could be delivered, she put me on hold and inquired from her manager (Scott) as to whether I would need to pick it up. She returned to the phone after having spoken to Scott and advised that I would need to come and get it. I agreed and even made the decision to purchase dessert when I got to the store.

As I was preparing to leave, my stepfather's phone rang. It was _., who indicated that "she" made a mistake and that her manager (Scott) told her that in order to get my food, I would have to go to the Door Dash app, request a refund (which he erroneously suggested would be remitted immediately), and order the burger (the one that I had just ordered) via Door Dash. I was a bit confused - by the sudden change of mind by Scott and by the reality that he had _. call me to deliver that news, rather than, as the manager, do it himself. For clarification, I asked to speak to the manager.

Immediately upon Scott taking the phone to speak with me, he raised his voice. I calmly asked that he stop yelling, which prompted him to both deny yelling and to subsequently yell louder. He told me that I was asking him to make me a "free burger" and that he was uncomfortable with doing so. I clarified to him that I had - in fact - paid for a food item that was not available and merely wanted an item of equal value to replace it. He insisted that I was asking for free food and that in his experience, customers sometimes claimed that they didn't get orders, received replacement orders, and then got a refund from Door Dash. He suggested that he wanted to ensure that I would not get the burger and later request a refund for the food. I attempted to explain to him that I would do no such thing and asked him to confirm that I would not be able to get my burger because he was afraid that I would engage in fraudulent activity. He confirmed that to be the case. I reminded him that my not receiving my order was not my fault, and reiterated that I merely wanted to get what I had paid for. He then brazenly - and unprofessionally - told me that it was the fault of the underage hostess that I was unaware that the item was no longer offered. He also blamed her for my being "incorrectly" told that I could have the burger as replacement. I reminded him that it was not _.'s fault that the website was incorrect and that she had - in fact - conferred with him before finalizing the order for my burger. He became even angrier and continued yelling. I finally said, "Scott, what can be done to ensure that I am able to be made whole? I will not use the Door Dash app." He responded by saying, "I guess I'll make you your free burger!". I thanked him, hung up the phone, put my shoes on, and went to the store to pick up the burger.

To make a long story short, I went to the store to pick up the burger. Scott refused to speak with me, despite my calmly asking for him - twice. He actually closed the door to his office. However, Tony, a second manager stepped up and was EXTREMELY helpful. If it weren't for him and the minor hostess cleaning up Scott's mess, this review would have been much,...

My boyfriend and I eat at Smokey Bones around twice a month and absolutely love the food and service. However, on 2 occasions we have had nothing but issues. The first time was with the bartender Lindsey. She was very inattentive and didn’t seem to like her job. We kind of blew it off, she might have been having a bad day. Then we had her again on Friday November 29. The evening started off with no bartender to be found. After approximately 5 minutes, a waiter - Chad - said he would get someone to help us. After another minute wait, Lindsey came out from the back, stopped to get her drink, took a nice long sip and then slowly walked over to take our order (which didn’t seem significant at the time but definitely shows her interest level in waiting on customers). The bar had plates and glasses from past customers that sat there untouched throughout our entire stay. Lindsey got our drinks and then disappeared to the other side of the bar because her friends had just walked in the door. Lindsey deliver our Bone Fire (without tongs) and walked away to her friends again. As my boyfriend and I began eating, we realized right away the bbq sauce was wrong; too spicy for my taste and we needed our drinks refilled. We sat for 15 minutes without the bartender ever checking on us. We now have no drinks and I’m eating only food without the bbq sauce. Chad - huge shoutout for your helpfulness! - noticed we needed attention and brought the matter to the manager. The manager, Scott, instead of checking on us, made hand motions to Lindsey that she should check on us. At this point, we are just ready to go somewhere else. I’ve had nothing to drink and my food was wrong. I told her we just wanted our check. Her response was “I’m sorry, you know my name. You could have hollered over for me.” I didn’t think it was MY job to do HER job and very disgusted that she tried to make it MY fault that I had horrible service. During the interaction, her friends start hollering stuff to us. She told them not to worry because it happens all the time. I’m sorry, but that should not be a regular part of your job! Dealing with customers who are upset about their service is not a common thing if you are doing your job. We don’t ask for much, just a drink refill and ask if our food is ok. 30 second interaction. I will also say that while her friends are hollering and she is once again ignoring us, the manager did not step in and do anything at all. He allowed us to be yelled at by other customers and belittled by the bartender. We left with our drinks taken off our bill ‘as a courtesy’ and vowed to never go back to Smokey Bones. I did go back though because I really wanted my Bone Fire that I didn’t get on Friday night. After verifying the bartender was Brittany, we walked back into Smokey Bones and had the best experience. Brittany, Patrice and all the other staff on Sunday nights are absolute rockstars. Our food was delicious, our drinks were full, and the atmosphere was enjoyable. You know you are going to be treated well when you walk into Smokey Bones and see Brittany bartending. Sadly, I have heard Lindsey will be bartending Friday and Saturday nights - fair warning to anyone who decides to eat there on the weekend. Go on a Sunday :-) Side note - the manager, Scott, was in the restaurant Sunday when we were there still did not try to rectify the situation with us. It is only because of the staff like Brittany, Chad, Patrice, etc that we are even going back to...

Before tonight, I have always had great service and food at this Smokey Bones location. Tonight the food was as good as always, but the service was the worst that I’ve ever experienced at a restaurant this size.

Here is a list of the issues that we had:

When we first walked in, it took about 15 minutes for the hostess to appear at the hostess’ station to take our name/party size for seating.

The restaurant was only about 1/4 full when the hostess arrived. However, the hostess still told us there would be a 25 minute wait due to people that are in front of us. All of those people would have been seated already if she didn’t disappear for 15 minutes.

After we were seated, we ordered drinks (1 coke and 1 beer) and an appetizer. The waitress quickly brought the coke, but had to wait for the bartender to pour the beer. 10 minutes after ordering, the waitress stopped by to let us know that the bartender missed the drink order. 15 minutes after that we received our appetizer but still no beer. So after 25 minutes of waiting for the beer and still not receiving it we decided we didn’t want one anymore.

After placing our entree orders, it took over an hour for the food to come out. The restaurant was still only about 1/4 full at this time.

The managers were rude to customers at tables next to us. One lady at the booth behind us complained to the manager about the long wait because she had plans for after dinner that she was late to. The manager told her that it wasn’t his fault that the food was late, it happened because 5 employees had called off that night. Five employees calling off in one night sounds like poor management to me.

Although the food was delicious, I will not be back to this location due to the poor management. As the restaurant was only about 1/4 full at 6:30 PM on a Saturday, I think a lot of past customers of this location have had similar experiences. I believe that this location will be closed for good soon due to the poor management if things do not change.

On a positive note, our waitress was great. She was trying her hardest, but we heard her apologize to many other tables due to the delays with their...