Burns Original BBQ — Restaurant in Houston

So my friend and I were traveling back to Houston and wanted a good burger, so I remembered seeing an ad for Burns Burgers, so we decided to go. Well, here we go…when we arrived, the burger barn wasn’t open 🙄 due to the holidays (from what one of the employees said). We were hungry so we just decided, and since we were already there, that we would try the BBQ. Big mistake! First of all, they were out of so many things on the menu, so there were limited options. No baked potatoes, no pickles and onions, only 2 sides available and no chicken sausage among other things I heard they were out of. When I FINALLY got my order, (after waiting almost 20 minutes, because my number was never called and someone else took my order) 😩I was very disappointed! The loose cut brisket was VERY TOUGH AND DRY and the lean cut was tougher than shoe leather! The chicken had blood near the bone when I bit into it and the chicken skin was so tough. The green beans were very bland and needed to be seasoned and slow cooked. They just tasted like canned green beans with some onions thrown in. The potato salad was ok, but nothing special. I hate to even write this review, but when things aren’t addressed, they can’t be changed. There needs to be serious business protocol and customer service training because the staff needs to understand the importance of behavior, communication and optics and how all of those things affect the customer experience. Also, the food quality needs to be addressed! I’ve heard that the BBQ used to be great, so they clearly were doing something right at some point, but if they’re serving food like I received, sadly they won’t have repeat customers. I’m sorry, I work hard for my money, and I just made a donation because it was inedible. People eat with their eyes first, and when I opened the package, it didn’t even look appetizing. My prayer is that this message is received in love and the necessary changes are made ASAP. We want to support our own, but when the service and food are subpar, it’s really hard to do so. ...

I visited Burns recently and ordered online. The waiter suggested I ordered online, to ensure the availability of brisket and ribs. (I visited on Memorial Day so hours were limited.) I am not here to demean this company and its overall image, however, this last visit seems to be the last straw. I fear this company values profit over the quality of food. I ordered for 5 different people and each box of food varied severely. From ribs ranging in sizes, dry brisket, and bland/subpar sides. (Ultimately everyone settled for the food, because of the price and distance to drive back to the establishment.) Going in to pick up my order, I noticed a lot of people being helped and sent on their way. However, making it home and sitting down to eat, I noticed a lot of problems with the BBQ and some sides.

The brisket lacked tenderness and juiciness. There was no apparent smoke ring and strands of white fat were still evident. At times the beef was very hard to eat alone because of the dryness. It seems these briskets were cooked hot and fast, leading to a less "crave-able" piece of beef. The ribs lacked caramelization and varied in tenderness. Many of the ribs were chewy (As I mentioned earlier there was no consistent size among the pork ribs.) Having the different size differentiations, some ribs were cooked less than or more than others. The sides were okay. In fact, the potato salad was the star of the show. The dirty rice lacked flavor and had a very apparent gummy texture.

Granted I have had them in the past and enjoyed the food. However, I believe due to the growing hype and publicity for this establishment, pure fundamentals like making sure slice beef is properly cooked are falling by the wayside. I hope the establishment continues to grow at such a fast pace. However, I also hope that some training and quality control is done to ensure perfect, succulent bbq each time. I'm not angry just...

My 2nd time making it out to Burns. 1st time stopped by and took food home. This time I stopped by and ate at the picnic tables under a shaded area. Flys were out strong so ate with one hand to leave a free hand to fan the flys away from my food. I ordered a 3 meat plate so my wife and I could try the smoked house sausage, brisket and ribs. Filled in the rest of my plate with beans and potatoe salad. Ordered a can Sprite my wife ordered a bottled water. Burns provided plastic utensils, and styrofoam containers for our food. Napkins were on the table. My food selection was delicious. My wife's sides were good but her chicken was under cooked, anyone that has placed some chicken on a smoker or grills knows that chicken can have a red tint to it and so my wife asked me first did the chicken look done. Also believed it does not. Was a bit more red than I would want on my chicken. Part of the issue is where you order and receive your food it is not well lit so even when I took the container of chicken back in and the burns crew opened up the container I even thought I made a mistake until the new container of replaced chicken out of the smoker was in the same condition. Now I will say the Burns crew asked my opinion of the second chicken and I looked at it and said it's fine. So we packed up our things and took the chicken home to stick in an air fryer for minute. I would have given 5 starts if not for the chicken and the front cashier who was taken orders was not the nicest about having to replace the chicken. There was a bit of mumbling and words that I was unable to determine if they were...