Pappas Bar-B-Q — Restaurant in Houston

Order pick up/curbside scheduled for 7:53pm, I checked in via text at 8:08pm. After waiting for over 15 minutes, watching 4-5 cars go through the drive thru line and another curbside order being delivered I went through the drive thru. Also, I watched a few of the associates look right at my vehicle but not act upon providing service as I was parked in a curbside pickup spot. As I pulled up to the drive thru window, a male associate was on his phone and quickly vanished to avoid offering customer service. Another associate hesitated to open the window even after seeing me back out of the curbside space and pull up. After informing that I had been waiting for curbside and receiving my order, I asked her as to why there was such a long delay. Compared to another location, I was curious as to why. The associate said that they did not see my vehicle. However, I checked in through text message with the parking spot#, so it did not make sense. I asked if the delay was because there was not a tip added to said order and she hesitated to respond. I mentioned that I had intended on offering gratuity,however, that was not being offered because of the lengthy wait and that the additional wait time allowed for the food to get cold as it had already been sitting on a rack. I was pleasant, but let the associate know that the service and bit of reluctance was not appreciated. A lot of these businesses ask for tips before you even receive your order and/or experience their idea of "customer service" and that is why I wait until I can assess whether said business/associate is deserving of a tip. The associate responsible for delivering curbside missed out. The food was cold, packaging was stained and without the paper insert to cover and keep the items intact. The link sandwich was space on meat and the wings were okay. I did not receive my receipt with order as I usually do. I will not be returning to this location. This is a "Pappas" brand, which has always been known for quality, customer service, and attention. Has that changed? If looking at this location I would say it definitely...

I hardly ever give one star especially when it comes to my favorite restaurants. I am a regular customer at Pappa’s BBQ and Pappa’s Bros Steakhouse and it continues to remain my favorite. Today I took my family to eat at Pappa’s and the manager was extremely rude. I know Pappa’s never condones this behavior or promotes it but because I care about this phenomenal chain I decided to leave this review to make them aware of what happened. With the entire order, I asked for one pound of extra lean brisket. When they brought me the plate to pay for it my wife noticed that the brisket was not lean. It was fatty. So I told them that I requested lean brisket. The cashier called the manager Shaniqua (hope I didn’t misspell her name) and with such arrogance and horrible behavior she said they only do half pounds but she made an exception this time to give me one pound. She said that’s the leanest they can do. If I want, they can cut the fat out of my plate but they will not replace the fatty meat with lean meat. I said fine. They removed the fat and now the one pound plate became half a pound after they did what they did. People in line behind me were watching and the whole situation was just embarrassing and uncalled for. Why do people in the service industry pull this type of attitude to represent a company that never promotes it or condones it. I have been a customer of the Pappa’s for many years and I will never let people like that ruin it for this awesome family. I ask the corporate office to keep an eye on this woman because her attitude may hit other customers like me. I love Pappa’s and love their restaurants and will never quit because of one manager with a horrible attitude. Thank you for...

I’m very disappointed and dissatisfied with the treatment I received from Pappas. I ordered a kid’s cheeseburger and was very clear that I didn’t want mustard because I’m highly allergic. Due to the fact that I am severely allergic, I double checked the burger before I bit into it. I noticed mustard and immediately called pappas to ask them to replace my burger because I had to go back to work. The manager told me once I got off, I could bring my receipt and get a new burger made. The manager informed me that I had to mention his name which is Justin and bring my receipt. Unfortunately I threw my receipt away when walking into work because I don’t like to have access trash in my car so after work, I proceeded to go back to Papas where I was very rudely treated. The heavyset white woman basically was treating me like I was lying kept asking me where i called in my order and what did I order? And even though I told her that I spoke to the manager she wouldn’t take my word for it. I even Saw the server who brought my food out and pointed directly to him and said he brought my food out so I don’t understand what the issue was and under her breath She kept saying oh, well he told you to bring the receipt, ma’am, I threw it away I’m human. She ended up calling Justin up smh he confirmed my story and she proceeded to look up my receipt in the computer like why didn’t you just do that in the first place. Never again will I go to Papas and not only did I pay my hard earned money, but he also got a tip and papas, failed to take accountability for making my order wrong....