Full Moon Bar-B-Que — Restaurant in Hoover

(Since this experience, the General Manager, Tony, reached out to me to apologize for what happened. He also took active steps to make structural changes so things like this won't happen again. Because of this, I am raising my 1 star rating to a 3 star rating. I am appreciative for the customer service that this manager implemented to correct a bad situation.)

I am very disappointed with this Full Moon location. The last 2 times I have had issues but this was the final straw. Today I called in an order at 4:47 to order a 2 piece catfish dinner. The polite employee told me over the phone that it would be a 30 minute wait because it would take a while to fry the fish and they had a few orders in before mine. I got to the restaurant at 5:25 which was 38 minutes after I placed my order but was told upon arrival my order was not ready. They ask the cook how long until my order was ready. The cook in the kitchen yells out loud for the whole restaurant to hear "THAT (N word) IS HERE A WHOLE 20 MINUTES EARLY. PEOPLE NEED TO STOP COMING IN SO DAMN EARLY ." He then looks at another cook and says "MAN DROP ME 2 PIECES OF FISH ALL THESE ORDERS...IT DON'T MAKE NO SENSE." I was very disturbed by how the cook was talking about me out loud for the whole restaurant to here. It was rude and very embarrassing. I would have left but I already paid for my order. A person who I am guessing was the manager says sir what time did they tell you to come in because we have you marked down to pick up at 5:45. I showed her my phone to see the time I called the restaurant (4:47) and told her that the lady who took my order said it would be a 30 minute wait. They then went to the lady who took my order to ask her if she had done this. They then informed her to never tell people a number of minutes to wait but give them an exact time to come instead. I felt bad for the employee because she was actually the nicest person I had an interaction with that day. The cook was still in the kitchen being rude, cursing, etc. NO ONE, not the manager or other employees asked him to stop cursing and being rude. Why am I being called derogatory names and cursed at due to a mistake an employee made. Furthermore, nothing should get a cook so angry that they should act like that. They could have said unfortunately there has been a mistake and there is a delay with your order we will have it out as soon as possible, but no instead they treated me badly. Why was my fish order not dropped until nearly 40 minutes after my order was placed??? This is poor management and the cook needs to be trained. I had to wait an additional 15 minutes for the food to be prepared so the wait was a total of about 45 minutes. I will never eat at this location again. Furthermore, the food was not good. 1 piece of fish was fried well, the other was salty and very thick so it didn't cook fully. The vegetables were also tough. THERE WAS ALSO A SMALL BLOND HAIR IN MY CARROT CAKE. Keep in mind this is the 3rd visit coming and having similar situations where we are told a time to come get the food and it's not ready. The last time this happened the manager lady at least offered a free cookie as a sorry. This time they didn't apologize for my wait or give me anything for my trouble. I will never order from this restaurant again. Their downtown location at UAB has a limited menu but the employees are much kinder and the food is...

Terrible experience today. I arrived at the Patton Chapel location and placed my order of a pork sandwich kids meal no sauce with mac n cheese as the side AT 12:25. I see ppl who have come in for either dine in or carry out and leave before me. The owner (Alabama windbreaker) a manager (blk polo) and I am thinking maybe the general manager (lime green polo...looked a lot like the owner) were all there. I stood there and finally the manager says "we need to check on these to go tickets". He never looked and me - I had to get close to him and give him my order number and my order. He calls out to the kitchen and asks if the order is coming. By now its around 12:40. The manager proceeds to go talk to the owner and GM near the counter. I still have no order. I finally get the attention of the nice lady that took my order. She looks at the lady giving out the to go orders She turns and looks at me. I ask if I can just have my money back. She gets the attention of the GM who looks at me. I tell him what is going on. He DOES NOT acknowledge what I say but rather looks at the take out lady and says "idk what she is talking about". He looks at the young man running the line and asked is the order coming. He has to explain to him that the order had to be remade because the sandwich was covered in sauce- I'm allergic so I always ask for no sauce. By now it is 12:50...as I am leaving the manager catches my attention to say "thank you." Hate to say it but this did it for me...I understand a wait but the fact that it appears my order didn't get put in although I have a receipt, all of the managers with the exception of the owner saw me standing there and did not attempt to help me till I had been standing there for at least 20 minutes. If my order was complex or out of the ordinary i could give a pass them but a kid's...

We’re vacationing from Ohio and wanted southern bbq with good reviews and a place that we could sit down and eat. Settled on Full Moon after some decent research.

Food was great, my wife said it was the best pulled pork sandwich she’s literally ever had and I had the ribs, they were amazing as well.

Our problem was the service. The cashier treated the customers buying food like he was above them. First off he didn’t greet us. We walked up and he blankly stared at my wife and I. No words. Just staring. I then prompted my wife to order. My wife asked him if the sandwich came with sides and he sighed heavily as if he was annoyed with the question and said no. I hen she was done he didn’t ask “and for you?” or “and what can I get for you?”, he just went from staring at my wife, to staring at me.

As we were eating, and as about four or five other customers were in line, he decided it was good timing to turn around and yell at his line cooks. Telling them “if you need help on the line, just say you need help on the line!”. And this wasn’t done quietly. I think the patrons walking in the parking lot to the place next door heard him as well.

Again, good food, but your front line people, the ones that interact with your local and out of town guests and represent your name and food are your first impression to your clients. We weren’t impressed with Full Moon’s...