R&R BBQ — Restaurant in Midvale

I used to love RR and this location, but their customer service is atrocious. I went in today, after I received a message about 12 free wings for downloading the app. I downloaded the app, and tried to check out online, but I couldn't get the free wings with my order and was forced to pay for them. I thought, well, this isn't a big deal, I'll just go into my favorite location in Midvale. I was greeted at the door by someone telling me about the app promotion. I told them that was exactly why I was there today. Fail! I went inside and told them the app was working to order online and get the free wings, but I would just order in the store. I tried to access my free wings, after ordering a plate, too. The app kept telling me I needed to add a credit card. So, I tried to add a credit card. The app wouldn't add any of my credit cards, neither by camera or manual. I showed this to the woman checking me out, she said sorry, but did nothing to help. I told her, "I guess I have to go if this isn't going to work." She was completely happy to let me go. I walked outside and talked to the person peddling the app. I explained and showed them. He said I should talk to a manager and he would get one. I waited. He came back outside and started peddling the app again, so I asked if a manager was coming. He directed me inside to request one. Thanks! So, I went back inside and requested a manager, who came at a reasonable time. I explained what was happening and the manager said there is nothing he could do. I told him that is asinine and makes zero sense. He asked me to show him my phone/app. I showed him what it wasn't doing, and it was broken, I believe I called the app stupid, too. The manager said he couldn't do anything. I told him I think it is crazy that I am in the store trying to buy food, showing the errors, and that the store manager doesn't have any power to do anything. He gave a non-response, sort of belittling me, making me feel like this was my problem, even though I walked him through the multiple issues. After 5-10 minutes of back and forth, he finally agreed to let me check out and give me the 12 wings free of charge. He was mad. I was mad. The woman at the front was mad. I ordered and paid for the food, both the manager and woman at the front were very unfriendly at this point. As I was waiting for my food, I decided I shouldn't do business at this restaurant and asked for a refund. I can't believe the hoops you have to jump through for RR to do the right thing. Yes, they got there eventually, but not before treating me unkindly over and over again. Luckily, there are other BBQ options available, but it still makes me sad to leave one of...

UPDATE #2: Since posing UPDATE#1, the company posted a response to this review. They asked for me to email them, to which I provided all information. It has been a week and still no response. It was honestly a PR stunt and really don't care about the situation. Still beware.. Don't take my word for it, read all the other reviews about food poising and incorrect overpriced orders.

UPDATE #1: While the management company did reach out and say they would discuss, I feel they have taken our situation lightly and have taken no corrective action. I would not advise visiting this restaurant or any restaurant managed by "four food groups company"

Original Review: I recently went to the R&R BBQ on S Bingham Junction Blvd on March 26. I have been to this location 2 previous times and also had issues however I was hoping the 3rd time would be the charm since it was during the COVID-19 breakout and they were doing curbside service. Boy was I wrong! I placed my order for a 3 meat brisket plate and my spouse got a 1 meat sausage plate. We get our food and return home. Upon getting home, the order was completely incorrect. There was maybe two slices of brisket, not 3 orders which is an additional $5 for the brisket alone. The entire other box was filled with sausages. My spouse went back to the store to get the order replaced; however they were closed and said to come back the next day so we can make things right. They told us to keep the food, but we didn’t want that many sausages and the food was now cold, so we threw it away. We return to the store the next day to speak to a manager about getting a refund to which the manager stated they will give us a $20 gift card for our troubles. I informed the manager that I do not want a gift card because this was their third chance already to get an order correct and I no longer want to eat their food. The manager stated that is all he is willing to do and I stated I will process a charge back with my credit card company. The manager said, “If you feel so inclined to do so, you can.” My questions are; why, after a customer saying they’ve had issues 2 other times and now this being the third would they offer a $20 gift card for a $45 order? Why wouldn’t the manager just refund the order? Why did the manager show no remorse or even try to retain us as a customer. My advise is to avoid this location because your order is bound to be incorrect and when it is the manager will do absolutely nothing to...

We tried to use the online app to order but it didn't work - unable to connect to server or something... ended up driving into the store and ordering. Apparently, this location has decided to make the mask mandate optional for customers as well as employees because it was a very mixed bag - ok, whatever. You don't want to follow public health guidelines regardless of the mandate being lifted, that's okay. I get it but...

Instead of being able to place our order on the app and then driving to the store while it is being prepared, we ended up waiting for about 20 minutes for it to be ready - not totally unacceptable wait time but the non-functioning app is still frustrating. We picked up the order and headed out the door. Unfortunately we should have double-checked it before leaving the store. The pulled pork nachos ended up having no pork - just chips and a bit of sauce to make it look pretty. They were good chips but really, really disappointed that they were unexpectedly meat-free. We paid extra for the brisket but it was very disappointing too. My wife got it chopped, I got it sliced. Hers was very fatty with and mine was undercooked - was hoping for melt-in-your-mouth umami goodness but didn't get it. She ordered an original BBQ sauce along with a the spicier option. I ordered original flavor. We ended up with the lids getting switched so she got two regular and I got two spicy - simple mistake that could have been overlooked had the food lived up to expectations. In this case, satisfaction was lost in the details. Overall, a very disappointing visit that will undoubtedly play into future decisions. We're hopeful that this was an off night but for the extra charges for brisket coupled with the screw-up on the nachos, we expected much more - not above and beyond but at least what we ordered.

• Update* In addition to this review, I also reached out directly to R&R BBQ with more detail and they fully addressed our primary complaints experienced on this visit. I've had very good experiences with them in the past and expect more in the future. I trust this was an exception and will definitely try them again soon. Customer server was...