Pappas Bar-B-Q — Restaurant in Houston

I went to Houston to visit my mom for Mother’s Day and we happen to be around he area and saw that this place was open and picked this place to get some food. She mentioned she could go for a baked potato. When we arrived at the place people were just standing there looking at their menu and not sure if they were going to order or what. Finally we just went ahead of them since we knew what we wanted. The place is like a lunch style cafeteria. We proceeded to the server behind the glass and she asked if we could pick up a tray. We obliged. We ordered our food and were told that there were NO MORE baked potatoes and we could pick something else. We thought “oh what a busy Mother’s Day, the must’ve ran out”. We look out and there are only 4 tables being used, this was around 7pm. We then check out and I’m stuck with a tray and drink on it and no food. Why get the tray if you’re only going to give us drinks? We went to our table not knowing if we wait by the cashier for our food or if someone was going to bring us our food? NO COMMUNICATION. I finally went back to the cashier and asked if we wait here or at our table. She said here. I waited as she called for our order, NO ANSWER! Everyone was ignoring the two girls up front. The guys were all older behind the line but again they ignored them. As I’m waiting for food I begin to see baked potatoes being served and ordered. Why were we told that yall were out and not given the option to wait. We barely paid for our food haven’t even received it yet and yall already magically have baked potatoes. We weren’t given the option to wait we were told we’re out pick something else. Regardless we ordered a sandwich with fries and two meat plate, paid over 50 dollars and didn’t get our food. To boot the lady gave me a table vibrator and said I’ll call you when the food is ready. So again had an empty tray with a drink on it, why make me get a tray? I dumped it somewhere in the restaurant. We felt very discriminated going there. Why else would they not offer us the potato, is it because where a different race or look different? Not sure but we did NOT feel welcomed there and will never go back. There 100s of other BBQ places way better in Houston and will never be back. I don’t even know if they have of these where I live in Austin but I honestly don’t care because I won’t be going there anyway. DONT WASTE YOUR TIME or MONEY!!!!! Go somewhere else!!! Save you the trouble and confusion. Horrible place should be shut down and their sauces...

There were a couple of issues with this visit. First, when I walked up, there were 3 employees at the register engaged in a conversation with one another. All 3 had their backs turned. I waited almost a full minute before being acknowledged, and I was only acknowledged after the chef told them I was standing at the register. Secondly, I placed an order online for pick up, and I paid online. I also had a birthday certificate for a free desert, which is not redeemable through the website. The employee working the register told me to go get the dessert that I wanted while she called the manager. The manager on duty said that I should have told her about my coupon before I paid because it required the purchase of an entree. I informed her that I had purchased an entree, but I paid online, and there was no way to request my dessert. She then said there was nothing she could do unless I purchased something, even offering for me to buy a bottle of water (which technically is not an entree, so how would that have been any different?) I told her that I did not have my wallet because I only entered the store to pick up my already purchased order. I feel as though I completed my end of the promotion by purchasing the entree, and it was poor customer service for her to not even attempt to redeem the coupon. I have been a loyal Pappas customer for years, and I have always experienced excellent customer service at the Spring and Downtown Houston locations. The manager at the I45 and 1960 location has always gone above and beyond with his customer service, and I did not receive nearly the same level of customer service or satisfaction at this location. I will not purchase from this location again, even if it means going out of my way to get to another location with...

On BBQ baked potatoes only: It's a BBQ chain and I'm Texan so I don't want to like Pappas that much but I do. I should mention the only thing I get from here is the BBQ chopped brisket baked potato. It's great! The best one I've had.

I don't do sour cream/chives. Butter, cheese, is OK.

A couple things I'd recommend. Ask for extra brisket with it, I forgot the $ amount for extra but you're eating BBQ anyway (it's expensive), and you're already spending $16+ as is.

My 2nd biggest tip if you're wanting to go through drive thru. Go order inside to go instead.