BJ's Restaurant & Brewhouse — Restaurant in Jacksonville

Hospitality was piss poor. I paid for my food at 7:53pm and was waiting for my mini pizookie. After 30+ minutes of waiting another server stopped by and asked if I was waiting on something (I guess the server I had couldn’t be bothered to say hey she has been waiting a minute for her dessert let me go check on it or let me apologize for the delay) that is when my server finally comes to the table to now tell me she doesn’t know where my dessert went. I politely asked if it wasn’t ready could it be packaged to go and could I get a regular sized one instead for my inconvenience because I had already waited 30-40 minutes. She said she could ask, after she left then the other server brought out the dessert, I politely told her I did not want it and would wait for my original server to come back with the regular sized pizookie. My server stated 3-4 times that a manager would be out to speak with me which never happened. She then brings me the regular sized pizookie for dine in when I had asked for it to be made for to go. I have now waited over an hour and some change for the situation to be corrected with no accountability taken and no apologies made for my extended wait time. I then walked to the to go area to request to speak to a manager since they couldn’t bother to stop by the whole hour and some change that I had waited. I am then greeted by Braham (not sure if that’s how you spell it but its like Abraham as the final manager I spoke to told me) I expressed my frustration to him and let him know that as a former employee of BJ’s Restaurant and Brewhouse that the service I received was unacceptable which he in turn proceeded to tell me my ticket time was only 30 minutes and that since I had been a former employee I “should know better” and that he wasn’t making me a 3rd dessert. At the point I told him please refund me because I was ready to go (at this time I did use some colorful language which was not towards him just toward the situation because at this point it is 9:30pm and I closed my tab at 7:53pm) In the middle of my sentence he said “We’re done” and then walked away which was very unprofessional. No apologies nor accountability were taken for my wait he came out there wanting to misunderstand the situation. After he walked away I stayed at the to-go counter until another associate walked out because at this point I am livid because I have had a terrible experience with the staff that I interacted with there (my server and Braham) and I want to be refunded for the dessert I never ate and took almost an hour to get to me. I am then greeted by the kitchen manager who apologized for how Braham treated me (which he shouldn't have had to do) and my extended wait time. Overall I am very disappointed in the experience that I got from the server(Im not sure what her name was because she never introduced herself) and Braham the manager (or lack there of). I sat at table 804 in the cocktail section from around 6:30/6:40pm to 9:30pm on...

Upon arrival we were told the wait would be 30 to 40 minutes and we would have to sit at two tables as there were 8 of us. That was not a problem and we understand the short staff situation. The first part of our party, 5 people were sat at approx. 6:30 and the rest of us continued to wait.....again no problem. The rest of us were seated around 7:15 at a table next to the rest of the party. Upon arriving at our table we saw thst the first group had still not even been given water let alone the drinks they ordered. The waitress showed up approx 5 minutes later with their order and I had decided to sit at the first table so I could talk to my grandchildren. The waitress did not even acknowledge my existence. She proceeded to go to another table then to another room and then to an empty table next to us to check her receipts. She finally went to the table my son was sitting at and took their drink order and appetizer order......my son told her I was that the next table and I needed to order a drink......she walked right by me and did not even look my way. At this point we had been in the restaurant for well over an hour and still did not even have a glass of water. I went up to the hostess and asked to speak to the manager as this was not what we were accustomed to at BJ's!! I went back to the table and the waitress finally came over to me and said "I won't wait on you as you have an attitude"........ at this point the manager was talking to my son and she came over and interrupted and we had all we wanted so we got up and left!!!! I am glad this was not our first experience at a BJ's as we would never try them again!!! I know I will go to the BJ's near Jacksonville FL airport never again. I came in from Las Vegas and wanted to spend some time with my son, his kids and my great grandson!!!! I am so upset our evening was ruined by this waitress thst should not be in the service industry!!!A simple hello would have gone a long way with us instead of simply ignoring us! My granddaughter also noticed that a table behind us ordered a massive skillet like dish, sent it back after multiple times trying to get the attention of the same waitress we had a horrible experience with and then they cashed out and...

My siblings and I came in excited to eat, but unfortunately, the service completely ruined the experience. Our server, Branden, took over an hour to bring our drinks, claiming they were waiting on clean cups from the dishwasher, yet we watched multiple tables who came in AFTER us get served quickly. I'd like to note that we are black and the other tables were white. We watched them receive service with a smile and their drinks IMMEDIATELY while we waited an HOUR just for drinks. Our food also took forever (TWO hours), and when it finally arrived, it was missing the sauces it was supposed to come with, along with the ones we had asked for. Branden didn't check on us at all after we received our food, and by the time we could get his attention, everything was cold. When we asked for the missing items, he made sarcastic comments like, "What do y'all want now?" and "Here's allll of those sauces you wanted" and they still weren't even the right ones. He also kept interrupting us and walking away while we were talking, making it hard to even place a full order. We wanted to order way more food but it felt like he didn't want to serve us. The most uncomfortable part came at the end, after we paid him directly. We paid with card and cash, he took all of the payments himself. Branden started talking about how someone had stolen from the restaurant earlier that day, and said he wanted to make sure we weren't doing the same, even though we had ALREADY PAID. He insinuated we were going to dine and dash and steal his pens. AFTER WE ALREADY PAID. He stood at the table, blocking us from leaving, staring at our receipts, clearly checking to see if we tipped. He asked us multiple times if we paid. We've been to BJ's before and usually have a good time, but this experience was beyond disappointing. We left feeling ignored, disrespected, and uncomfortable. It genuinely felt like we were treated differently because we were a group of young black people. The multiple slick comments and the way he ignored us but attended to the white tables around us was disheartening. He had tattoos that looked very similar to swastikas so maybe that was the issue. Either way we left feeling...