Brick House Tavern + Tap — Restaurant in Humble

Update: finally after hours of searching i found corp. On July 24th I got my refund finally.... i will never return n honestly thinking about not going to any restaurant this company

Came to this place for the first time. We ordered to go on Monday June 16th, when we came in we took a min and looked over the menu. I'm not sure if it was a hostess or a waitress but she didnt know her job, what they carried or even the register. My husband orders shrimp appetizer and the triple burger. He asked for no house sauce on the burger but mayo and mustard. The young lady taking our order first stated they hand no mayo or mustard, she found the mayo on the screen and we found the mustard. My husband asked for no fries with his order as well. I ordered the chicken tenders, I asked her what came with them and she said nothing, I also ordered the mozzarella bricks I think they were called. We waited for our order in the hallway, we got the order went home and we didnt open everything up till about 1am and the restaurant was already closed by this time. My husband order came with fries after we said no, the burger was suppose to have 3 cheeses on it and it looked like only cheddar, also his sugar was hard and came with no sauce, no mayo, no mustard not even the house sauce.. the sugar was hard so my husband took it apart and had to eat one by one cause all three was to hard to bite into. My order the chicken was hard and also had fries. I asked for ranch didnt no come with it, my mozzarella no marinara. I get that its just sauces but to just have 2 entrees and 2 appetizers 71.93 is alot for all that.. when I called the next day I spoke with skyler the manager, she first told me the refund would be back in 5 to 7 business days. I called on the 7th day and when I call back then when skyler informed me of new time frame. That she submitted it to Corp to see if they are going to approve it... like what u mean if? I'm sry but as far as im concerned if I gave u details on why I want my money back as a customer there for one shouldn't be no if they approve it. Give me my money back and I sure as hell shouldn't have to wait a month or longer to get my money back for crappy service and food I didn't eat I gave it to my dogs. I will never return to any of these locations this is Unacceptable.. so if u ever order from her to go make sure u check ur food before u leave if not don't expect to get ur hard earned money back.

Update sent email waiting on response.. still nothing

July 13th called the restaurant again about my refund sense now its getting close to a full month that manager had no idea no notes about he said nothing... if the manager never put my refund it that is very unprofessional. There is no corporate phone number that I can find. The one number another store gave me that guy was no help. This whole establishment is unprofessional. Still no email back as well will had photos of that also... never coming back... if I don't hear nothing back im contacting BBB to get my money back. And the owner even removed their comment with their email... really why are u hiding now. All I ask if for my money back food that was so crapy I gave it to my dogs. I CALL THE RESTAURANT AND ALL I GET IS THAT THEY R WORKING ON IT..... THIS IS NOT THIS HARD AND STILL NO RESPONSE FROM THE EMAIL AND THE RESTAURANT THAT I VISITED IS NOT RAISING THEIR VOICE AT ME AND HANGING UP ON ME.... ANYONE WOULD BE MAD IF THAT CANT GET THEIR HARD EANRED MONEY BACK FOR SHITTY SERVICE... AND GETTING THE RUN AROUND, NO WAY TO CONTACT CORP. AND NO RESPONSE EVEN FROM THE EMAIL PROVIDED BELOW AND I SENT MORE THEN ONE EMAIL..... THIS IS NOT OK... i ask for corp number and they provided me a number to a auto place.... like this is so unprofessional at my job if a customer asks for a refund we don't argue we just do it and it goes back in 5 to 7 business days. That's what I was first told by skyler the gm. And here we r and still no refund still no answers just oh they r working on it. I'm so over this and I have given plenty of time for someone to reach out...

EMPLOYEE SPOTLIGHT

Working in the customer service industry and supervising a large team, I firmly believe in giving credit where credit is due. My family and I dined here on July 26, 2024, while visiting town. Our waitress, Shantel, exemplified exceptional customer service in every way.

From the moment we were seated, Shantel greeted us with a warm and genuine smile that made us feel welcome. Her attentiveness and anticipation of our needs ensured a seamless and enjoyable dining experience. Shantel’s deep knowledge of the menu and her ability to provide insightful recommendations added a personal touch that elevated our meal.

Throughout our visit, Shantel consistently went above and beyond to ensure we were well taken care of. She was quick to refill our drinks, check on our table, and respond to any requests with a cheerful and accommodating attitude. Her efficiency was matched by her friendly and approachable demeanor, making us feel like valued guests.

Shantel is the definition of what customer service should be—she truly deserves a raise. If I lived here, I would undoubtedly try to recruit her for my company. Her professionalism and dedication are qualities that any employer would be fortunate to have on their team.

I sincerely hope her supervisor and even the owners see this. Shantel was kind, respectful, helpful, joyful, funny, and caring. Her positive attitude and genuine care for her customers set her apart. She is an invaluable asset and should be considered for a role in training others on customer service excellence.

In every interaction, Shantel demonstrated a high level of commitment and dedication to her job. Her ability to connect with customers on a personal level, while maintaining a high standard of service, speaks volumes about her capabilities and work ethic. It’s employees like Shantel who create loyal customers and enhance the reputation of any business.

Next time we are in town, we will certainly stop by, but I will only want Shantel as our server. She has set a new standard for us, and we look forward to experiencing her outstanding service again. Thank you, Shantel, for making our dining experience truly...

So I have been a long time customer of Tillman fertitta's restaurants but I will no longer be supporting them after my experience tonight with a manager John. Me and a friend ordered the new menu item STUFFED pork chop, WELL it came out as depicted in the picture, no stuffing in it at all. I asked the server what I ordered and she said a stuffed pork chopped as I showed her my pork chop with zero stuffing in it. She said she would tell John the manager and he would take care of it, his idea of taking care of it was send a half filled cup of stuffing.....he never came by to talk or ask anything. So we decided after a 14 hr work day that me and my friend would just eat it and we weren't gonna wait another 20 mins to cook another. When we got the bill the nonstuffed pork chop was still on the bill. The manager finally decided to come over and talk to us telling us how he made it right bc he brought out a side of stuffing. I asked him how many restaurants he'd been to and ordered a stuffed pork chop where they had to bring out a side of the stuffing because the stuffed pork chop didn't have any stuffing in it, he didn't answer and kept talking about how we ate them but he never offered us to remake them. He claimed he didn't even know we ordered 2 of non stuffed porkchops. All I ask is that my food comes out as described on the menu and maybe looking alil bit like the menu picture the show. I've worked in restaurants for years, I've worked at some of Tillman's nicest restaurants including San Luis steakhouse and served him and the family, so I'm no stranger to the standards he holds I just wish his manager John felt the same way. His actions were in no means how Jon Paul manager of San Luis Steakhouse would have handled this situation and am honestly completely in amazement that way John stood behind in product...