The Smokehouse — Restaurant in New York

This review is in regards to management. I recently went in after trying to order over the phone twice and being put on hold twice. Came in. Ordered. Upon being called, i notice the cashier is almost in tears (frustrated) and is having issues with card transactions with the previous customer. But obviously you can tell she’s BEEN frustrated a long long time and says the credit card machine isn’t working AGAIN. Ok. I’m paying card and my order is ready along with this customer before me. What do they do? They take cash payments from EVERYONE ELSE like ten customers and then tell us to keep waiting for the machine to come back up with no eta. The owner/managemer does NOT talk to us even when the cashier instructs her to EXPLICITLY. she just ignores us and walks past us multiple times as other people get their order via cash. Me and the other customer walks out after 15 minutes of this. BUT you don’t hear them telling new customers that it is now cash only and are also no longer answering phones. So at this point it’s obvious that you’ve been wasting peoples time all day and will continue to. How hard is it to answer the phone and say we are having credit card issues, cash only? I wasted an entire hour and lunch break. Mine and the girls order was less than $30. Give us for free for our inconvenience???? I even asked if they had a cashapp or whatever. Nope. Some people on the line even went as far as to cashapp other strangers/customers for $20. Um, no. Unprofessional, the way they dealt with this. Management is the backbone of all establishment and if this is how you operate as baseline i will not support your business. I then went somewhere else (far away) and had to waste another 30-40 mins to get better food. So thanks for a terrible experience due to lack of management.

Does it make sense to lose $30 and gian two good reviews or lose customers every time there is a terrible review like this- please read the review about the roach in the mac and cheese! I only came here for one thing ever and i can get that a million...

Best Jamaican food in Queens. Not the best looking place but the food more then make up for that. If your ever in the neighborhood stop by it's worth it.

I once believed in this place but not anymore. Today would be the last time I ever pay this place a visit. Sat Jan 29th nyc got hit with snow. After countless hours of shoveling I got hungry. Called up smokehouse at 7:30 thinking nothing of it since the place normally closes at 11. After speaking to the gentleman he told me thier was no rice and dishes were limited. I told no worries I'll just take the meat. Left my house not to long after and arrived 8:15. It took me longer to get there because of the snow of course. Normally its about a 15 min walk.

When I arrived I tried to open the door and to my surprise it was locked. There was a lady in their pretending to sweep and ignore the knocking on the door. When they notice that I wasn't letting up they closed the automatic gate on me. But fate had other plans as one of the gates jammed and didn't go all the way down. Determined I went to the side of the restaurant and put up my fingers indicating what number I order. They finally got tired of me and lifted the gates just to tell me there is no more orders here. I could clearly see a few orders that wasn't picked up on the table from the window.

I'm truly upset as there was no warning of the store closing early. They could have communicated that before having me walk through the snow just to be told we don't have anything.

I've been going to this place for years and could swear by it even though the customer service is somewhat unconsistent.

Sad as I truly loved the place but this is completely unacceptable. Especially to treat your customers in...

Smokehouse used to be a tried and true Jamaican Restaurant in queens. Unfortunately the service and quality has declined significantly. First, there is absolutely no order to the way they service customers. Basically, if you’re loud and disrespectful they will run to fetch your order quickly, but if you’re humble and patient they will leave you standing there waiting for what seems like an eternity. Today I waited about an hour for my small order and was skipped over many times to service others. On top of that when I got home my order was partially incorrect. While the jerk chicken meal was tasty and consistent, the fried chicken was cold, soggy, and bland. Needless to say it ended up in the garbage. My jerk macaroni salad had bones in it and my six year old complained that her mac and cheese had no cheese. I’m so disappointed as I have frequented this establishment for years. They need effective management and protocols to improve quality. I am Caribbean and it is important to me to support local black owned establishments, however the service that I get at local Thai restaurants like BKNY (fast consistent service, pleasant costumer service, organization, and high quality tasty food)far supersedes the disrespect that I experienced at this establishment. The attitude here says, “ People are gonna buy it anyway…so who cares about good customer experience”. Wrong, I will not be spending my money where it is not valued. Also, whoever is dishing out the food is sloppy. The food was so sloppily thrown in...