Back Porch Grill — Restaurant in Hot Springs

Poor customer service ruined what could have been a great meal.

We recently ordered a to go order from here. It was two steaks so it was expensive. When we looked at their website, we noticed they were now offering online ordering with delivery. Perfect, we thought, as we wanted to watch the end of the Razorback game.

Not long after we ordered, we got a call from them asking if we'd paid online and if a delivery driver was coming to get it. I explained yes to both. They said it was their first online order for delivery with their new system. They were polite and everything seemed OK. I could see on our order status with Toast that an Uber delivery person had been assigned and was on their way.

About an hour later, I got another call from them asking if our food had arrived. It had not. They said that a woman had picked it up a while ago but now another driver was there for it. While we were sorting all this out, another driver showed up. It became clear that the first driver stole our very expensive meal and just said they couldn't pick it up.

The guy on the phone said again it was a new system so he'd reach out to them and to the owner and see what could be done. He called me back shortly saying Toast had no customer service available on the weekends, and I'd need to reach out to them, which I did. He also said the owner was unwilling to do anything to fix it on their end. He did offer to let us order and pay again and they'd personally deliver the food. He said he knew it was expensive to order it again but they'd talk to the Toast rep on Monday and get some kind of refund worked out. I agreed as it was late that night and few places were still open. He assured me multiple times that he'd contact me in a few days with a solution.

Our food was delivered and they have us a "free" (basically a $150 piece of pie) dessert.

Come Monday, I got a response from Toast who said they were working with the owner to make it right. I eventually heard from Toast that the owner was not willing to do anything to help.

I never heard from the restaurant even a month later. It is clear they have hired a faceless corporation with horrible customer service to handle their online orders (still available at the time I'm writing this), and they do not care what experience their customers actually have with it.

All we did was utilize a service offered by this restaurant. Our food was stolen which was out of our control. I understand it was also out of the control of Toast and this place, but it is their service. The restaurant chose to use Toast. The restaurant is the one with the contact to the rep. The restaurant is the one with the power to make it right. Yet the restaurant owners have done nothing to do so, nor have they followed through on their promises.

I will say the food was decent, but the whole experience left a bad taste in our mouths.

Do NOT use their online ordering and expect any level of...

I have been coming here for years. It’s a place that you come to the horse races and then hit Back Porch. Well sadly that came to an end last night. Friday or Saturday night during race season I’ve waited 1-2 hours for a table that’s how great I thought this place was. On our way here from The Waters hotel downtown every restaurant in town was packed I mean even Applebee’s. We thought heck probably fixing to wait 2hrs for a table at Back Porch. We arrive parking lot pretty empty I told my wife hmm maybe people are parking somewhere else. Walk in host asked if we called ahead I said no she was like ok no problem and sat us right away which was surprising since every restaurant on the way here was packed. Following the host to our table in my head I’m thinking oh shi$ why is there only 2 tables occupied inside from the host stand to past the bar on the outside enclosed porch where she sat us right by the bathrooms. On the outside enclosed porch it was us and 4 other tables that had couples at them. 7 tables total being occupied on a Friday night at 630pm during race season im super nervous now. We discussed why is this place so dead and thought about leaving because I know the prices and nobody’s here. Ok I’ll make it short on why 1 star and I’ll never be back. We both ordered ribeye my wife ordered medium and I ordered medium rare. We had the pork belly appetizer that was awesome we actually ordered another but for 18 dollars a piece they were extremely overpriced for pork belly. Our steaks arrive and are so thin I knew right away this is over cooked same with my wife’s. Sure enough overcooked my medium rare barely had any pink and my wife’s had no pink at all. But I’m not surprised because these things were so thin I’d be ashamed as an owner serving such shi$ steak at these prices. It’s not the cooks fault that he has to cook something that 30seconds per side your already at medium well. I asked the waiter when ordering to tell them not to be scared to season our steaks. They must have read the notes wrong because I’m not sure there was any seasoning. The steaks cooked so fast that when they showed up they were room temp not even warm and our sides were blazing hot. I didn’t bother to say anything about the steaks to the waiter because judging by the size of the crowd in the restaurant I’m sure this is regular of what you get at this joint now and reflected on the crowd size when everyone other restaurants in town were packed. Nothing much to say on the sides I had fries and the wife had baked potato casserole she said was bland. I had sweet tea she had sprite these were crazy also for 4$. Total was $130 for absolute garbage food tipped $25 so $155 Id say it was over all a huge disappointment that...

My friends and I came to Back Porch Grill on 4/12 for our friend's birthday. We called ahead and were put on a list to sit on the patio, once we got there we were told by the hostess that whoever we spoke to on the phone was wrong and that there were four groups ahead of us. We said we'd go ahead and be seated in normal seating (right next to the patio) as we watched hardly anyone be sat outside (we were at the restaurant two hours) and multiple groups finished their meals and left. We inquired with different workers a few times if we could move to the patio as we had not ordered yet, we were just asked to forward our request to the hostess. We decided to just drop it at this point. Our waiter was rude, sarcastic, and quite honestly seemed flabbergasted at normal requests. All of our food came, I ordered the land and the sea, the sea (crab) came and my steak did not make it to the table until thirty minutes after. All things aside, the food was fine. Then came time to pay. The waiter returns with our cards and receipts (thirty minutes later, not an exaggeration) and one of our cards wasn't in the folder. When we told our waiter, he responded "are you sure you didn't drop it?" We literally had just received it, there was not enough time for the card to be dropped. Then he says that my card was charged an incorrect ticket amount (around $50) and that they're working on refunding it. My ticket amount was supposed to be $100.00. He comes back again, in the meantime having located my friends card, says that the refund still wasn't going through for me and that also they ran it for my ticket amount and there aren't enough funds on the card to go through. (My bank had flagged the card after being swiped so many times) So because of their mix-up, all of this money is being held on my card in limbo. I pay with a separate card to just get us out of there. What was supposed to be a fun birthday dinner was a confusing (and frustrating) experience. It seemed anyone we spoke to for help was just another disgruntled employee with no time to help us. My money is just now being refunded two days after this mix-up and me having to call my bank and confirm. Just disappointing, I've been to Back Porch Grill for years and have never had an...