Pappas Bar-B-Q — Restaurant in Houston

I’m writing this with serious disappointment after a frustrating experience with Pappas BBQ that left me questioning whether customer service still exists at your establishments.

I’ve been craving beef ribs—specifically from Pappas—for weeks. I even went out of my way to visit two different locations the day before Memorial Day, only to be told you were out. No problem—I understand high demand. But today pushed me past the limit.

My husband went out of his way to pick up beef ribs for me from your location. He asked for beef ribs. He paid for beef ribs. When he got home—to Rosharon, I might add, nowhere near the restaurant—I opened the container only to find pork ribs instead. Wrong item, zero care.

When he returned to the restaurant to correct the issue, your manager, Gabe Sanchez, refused to offer any form of compensation for the inconvenience. No apology. No gesture of goodwill. Just a robotic exchange of the correct food and dismissal. Apparently, taking our money for the wrong product is acceptable, but making it right isn’t worth your time.

Let’s break it down:

Gas isn’t free. Time isn’t free. And your premium beef ribs sure as hell aren’t free either.

A basic, “We’re so sorry, here’s a $15 gift card for your trouble. Thanks for sticking with us,” would’ve gone a long way. Instead, we got indifference. For a brand that built its name on Texas hospitality, this felt more like a cold corporate shrug.

We’ve been loyal Pappas customers for years. After today, I’m not sure why we should continue to be.

Do better.

UPDATED REVIEW – Pappas BBQ Pappas has since reached out and issued a $40 gift card, and I do appreciate the gesture. I also recognize I’m just one customer—but here’s the thing: it shouldn’t take a public post to be treated with basic respect.

Frontline staff shouldn’t need social media to remind them to do the right thing. Customer service is about more than transactions—it’s about people, feelings, and lasting impressions. In the age of AI and automation, those human touchpoints matter more than ever. When you miss them, you miss the moment to truly connect.

Pappas—if you’re listening—I’d gladly train your staff (free of charge) on what real customer service looks like:

How to own mistakes with grace How to de-escalate with empathy How to turn frustration into brand loyalty

That’s how serious I am about service. That’s how much I care. Thank you for making it right—and for seeing me. Let’s make sure the next customer feels that too—before they have to...

Let me start out by saying we normally love eating at Pappas Barbeque. I order from them consistently after work because I work in the Med Center. It is with great trepidation I have to write this. I order from Pappas on 01/12/2023 online like I always do. Got an email confirmation that my order would be ready at 5:30 like i requested.

Upon arrival at 5:30 pm curbside the cashier don't have a record of my order. I show her the order # & confirmation email on my phone. She snaps a pic of my order. I waited 30 minutes for the completion of my order. It's a lil after 6 pm she bring out what I thought was my complete order. I dare not leave without checking my order because this whole experience has been chaotic. Just as I suspected I'm missing a chop beef po'boy & the fries.

I informed her of the error she proceeds to go back inside now the wait has turned into additional 10 to 15 more minutes. She bring me a bag I check the order & again instead of the po-boy pull pork she bring me a pull pork sandwich. Keep in mind this order is paid for & the po'boy was more expensive than the sandwich at this point I'm tired & frustrated with the incompetency. I take the order although it's wrong because it's 6:30 I been here for a hour & nothing but mistakes after mistakes are happening.

Finally, arrived home to say I was disappointed in the food is an understatement the ribs were tough & the chicken was dry. I was taken aback because normally their barbeque is always good. Thursday 01/12/2023 must have been a off day for them. I spent to much money to have subpar service &...

IM LIVID!!! I've been going to this Pappas on S. Main for over a year for breakfast. I order the same thing EVERY time. An order of skillet potatoes w/cheese or ill get skillet potatoes w/cheese with my choice of meat. Today I ordered my skillet potatoes w/cheese and chorizo. The same lady that's on the drive thru everyday takes my order then asks if I want egg I said no. Only potatoes,cheese, and chorizo. She says ok. I get my order, drive to work. When I opened my container it was only the roasted potatoes with the melted cheese on top. Then I look back in my bag it's a greasy tortilla wrapped with chorizo meat inside. So I'm like damn,they messed up my order again. (5 months ago I ordered my potatoes with cheese, to only find out it had runny eggs on top. I returned to the restaurant that day spoke with the lunch manager because I couldn't return at the time I got my breakfast. Very pleasant, apologetic, gave me a free lunch plate on him) I return to the restaurant, I go back through the drive thru, get to the window ask to speak with a manager(tall, Caucasian, muscular build guy) I then explained to him what happened, even briefly explained about the similar mistake previously. He had a very dismissive attitude. I gave him the food, told him I just wanted my food fixed correctly. He gave me a container back with potatoes, the same greasy meat that was wrapped in the tortilla(I know because it wasn't even hot) on top and put a few sprinkles of shredded cheese on top(cheese has always been melted) I ended up throwing it away and writing this review instead...