The Honey Baked Ham Company — Restaurant in Frederick

If i could give zero stars, I would! I bought over $500 worth of hams from the Frederick, Maryland Honey Baked Ham Company store in December 2022. I earned nearly $50 in piggy points that day. When I bought the hams the Honey Baked Ham Company employee told me there was NO expiration date on the piggy points as she set up my rewards account in the store. Fast forward to December 21, 2023 and I called to find out how much I have in rewards points. I was told zero. I asked how is that possible when I purchased $508.67 worth of hams. Then I was told that my reward points expired. Had I known there was an expiration date on them, I certainly would have used them. I made 4 attempts on 4 different days to talk to a supervisor. Each time I had to explain the situation over again to each person I talked to on the phone. Eventually, as of yesterday I received a response stating that they won't make an exception, and I won't be receiving the rewards since they expired. The employee that set up my rewards account misinformed me, and I lost nearly $50 because I trusted what she said. I'm a small business owner myself (that's the reason for the large purchase of Christmas hams), and if I ever gave out wrong information to a customer I'd make it right! I wouldn't cause them inconvenience because of something I messed up. Honey Baked Ham Company, you are doing bad business, and because of your greed in not wanting to issue my rewards of $50, you lost a customer. Word of mouth will make, or break a company. I'm going to let everyone know the bad business, and terrible customer service I received from you. I hope the $50 you're keeping of mine was worth it! I DO NOT RECOMMEND HONEY BAKED HAM COMPANY. Save your money, and shop elsewhere. The customer service from this...

This review is regarding the pick up of the ham for Thanksgiving 2022. The order was prepaid and the pickup time was assigned (30 min window).

I prepaid and was hoping that on the day of the pick up I'll be in and out. The Gaithersburg location offered curbside pickup for prepaid customers last year, so I was really hoping that I could pull up at the parking lot, call the store, and they'll bring out the ham. After all, there is a reason why I'm asked to reserve a specific time for pick up. When I get there on the day of, nobody is picking up the phone, the line is out the door and it's cold and windy outside. I try to figure out if there's a separate line for prepaid orders, but the sign by the door is unclear, so everyone lined up in one line. I had a warm coat on, but some people didn't, so I'm sure someone got a cold from just standing in that line. 10 mins later someone exiting the store gives us a tip that the prepaid orders can be picked up at the counter on the left. Alleluia! I was then second in line.

My suggestions would be to

1. hire at least 3 more people to help out on one of the busiest days of the year. It would be nice if someone answered the phone, managed the line, brought out the orders curbside even if there are only 3 registers.
2. post clear signs of the lines. There should be a way to sign were to pick up each type of the order. Maybe have some additional signs by the register and throughout the line?
3. visit the Gaithersburg location and pick up some tips on how they manage it.
4. turn down some orders (?) Maybe limit it to only prepaid customers? Or take a limited amount of unpaid orders.

On the bright side, the ham was delicious and as described. Hope the pickup experience...

I've had the ham several times before...always excellent...this review will address the in store pick up process. Easter weekend...a "ham" holiday for sure...the in store pick up process was a bit chaotic...had to reserve a timeslot for pickup..one line for pre paid...one line for not pre paid...the line is out the door into the parking lot...it's cold out so everyone tries to cram forward into the store together 🙄 so much for Covid19 distancing...1 person handles the prepaid line...2 people handle the not pre paid...NOT ENOUGH STAFF to handle the people for what is probably the busiest time of the year for this store...we thought pre paid would be zip zap in and out...forget it...45 minutes to receive our prepaid meal...should have been a lot quicker and more "distanced". Anyhow we are fortunate to afford this "luxury"...just hire some...