The Honey Baked Ham Company — Restaurant in Mesa

Called the store multiple times ahead of my order in order to prepare for my pickup. Each time they picked up and hung up on me. After 4 times, a store representative answered my call. Wanting to plan my pick up and plan ahead I asked if there was a significant wait (since I have small children). The store rep stated that once I get the email confirming my pickup that I should able to retrieve my order fairly quickly. I arrived at the location to discover a significant line… the large crowd were all there waiting for their pre order items. My order stated pickup was 5:30 and I arrives 15 mins ahead of time to be safe. I eventually received my order at 7:51pm. I was in line for almost three hours all the while having my family and kids waiting in the car hungry, tired, and wanting to go home. Once I got inside, I noted that there were three line open with their staff scrambling to complete the orders. Some people left irate since the store ran out of their items earlier and in some cases, wanting others to wait an additional 25 to 35 mins since they ran out of other items. But the most frustrating of all where the overly too friendly staff that were celebrating as you completed your order. Which no one seem to care for after three hours waiting. Most of the time they were outside hanging out talking about their holidays shopping, their relationships, and other personal conversations while registers where closed and empty. Better use of their time. I will say that never again will do this with your company and, I can attest that majority of my line shareholders felt the same way. Completely disappointed and failure by your...

I put in an order online for a smoked turkey and a big ham. I called a few days before pickup to confirm the order and a lady told me I should pick it up a few days ahead of the pick up date so the turkey could thaw out. So she verified what I ordered and I told her I would be in that day to pick it up. When I arrived they said they had the ham but I was out of luck on the turkey because they were completely out. After explaining it had put in the order 2 weeks ago and was told that day they had it ready she responded with you shouldn't have ordered it online and was very rude about. So I asked for a manager and a man named tom came and looked at my confirmation email and told the to go get a turkey from the back. The previous lady said they were completely sold out but she than went to the back and brought me a turkey. The first lady had me thinking I will never come back here but tom not only got my order fulfilled because he said it was the right thing to do and he gave me a discount because of the first person having no customer service skills. I will be coming back here for my Christmas ham because of Tom. He is a great manager with a good ability to take someone who is steaming angry to walking out with a smile on my face. And the food was fantastic. Completely worth the large price tag. Thank you tom for making sure my family had the Thanksgiving...

There's disorganized and there's "Last chopper out of Saigon" disorganized. I had a reservation for a ham and went to pick it up on 11/22. Not only was someone trying to charge 40 bucks to park in the lot, there was a line around the building. The underpaid, overworked manager was out trying to explain what was going on, but honestly, it was falling on deaf ears. What's the point of having a reservation when it's unlikely it will be honored?

To quote Jerry Seinfeld "You can take a reservation, you just can't keep one". Why didn't anyone cut reservations online? You could still "Reserve" a ham online on Thanksgiving Eve, despite them not having enough for existing orders. There is no excuse for what I witnessed, and Honey Baked Ham should be ashamed of themselves for putting their staff in such a dire situation. It doesn't take a genius to realize "Hey, we have taken x amount of reservations, we only have y amount of hams available, let's stop taking additional reservations and let's figure out how we are going to help the people we've already...