BB's Tex-Orleans — Restaurant in Pearland

I was actually going to send an email to corporate about my experience on a takeout order I placed online. When I arrived, I was looked at by a young girl with green braids that was at the hostess stand drinking what appeared to be tea. After standing there for about 30 seconds she put the cup down and instead of saying can I help you or any other type of pleasant greeting she simply said "what you need." After that I was like wow really, this is how we greet the customers here? I explained to her that I placed an order online and I wanted to add to it if it wasn't too late. She replied back, "Oh that ain't what I do let me find the person who does that" and she walked away. By this time, I was already frustrated by the lack of professionalism that was displayed twice by the same person. She walked away and went to the bar and started up a personal conversation with a young gentlemen there that's a waiter and the young lady behind the bar. I stood and observed as they laughed and talked about things not related to anything going on at the moment and she proceeded to sit down. Two minutes later she turned around looked at the door and saw me still standing there and her reaction was like oh yeah I forgot about him. She got up went to the back kitchen area where the doors were open. I watched as one of the cooks who had on a sleeveless shirt with an apron and gloves on gave the appearance that he was preparing food, but the disturbing part was that he was going in and out of his back pocket checking his phone and texting without changing gloves. By that time I was just done and didn't want my food. While I stood there, a young lady that was taking the online to-go orders out to the car approached me in a very professional way and asked if I needed help. I just simply told her I was waiting for my order. I have her my name and she went in the kitchen area came back and was very courteous and professional in her job. She brought my food out to me from the kitchen and coming from behind her as the same young lady with the green braids eating did from her hands and licking her fingers as she sat down behind the hostess stand. I looked, shook my head, and just left. That experience alone was more than enough to make me question on if I want to revisit that location. I understand coming out of a pandemic with restaurants suffering, it's hard to hire and get staff, but the staff that is hired should show some type of professionalism and not show, especially in the public eye, things of health concerns such as being on the phone if you're preparing food or eating from your hand and things of such nature. What I would like to see happen from this email is a teachable and coaching moment for the staff to be better and do better in the service industry...

We already submitted our feedback via the “Contact Us” portal, but the treatment we received today at BBs Pearland was awful.

Short version: We placed a “to go” order, it was incorrect (no biggie), one manager attempted to take care of us professionally, but his boss did not want to honor it.

The accusations, gaslighting, unprofessionalism, and later, embarrassment because he didn’t want to fulfill an order/apologize/honor what was promised from the other manager was way more than we anticipated on what should have been an easy, Tuesday night quick meal.

We have been going to BB’s for years and without incident. We are working professionals, very reserved and did not deserve this type of treatment.

I am not sure if he knows how to manage dissatisfied customers, but if that was the way he has been allowed to treat customers who do not accept negative treatment, it really should not continue. If he remains employed, please get him into some additional professional development. Not sure if it amounts to anything, but I highly recommend taking a close look at who represents your establishment because if this is the leadership you have, quality customer service is definitely no longer a value that is prioritized.

Please feel free to contact me for more context. I truly hope we can come to an amicable resolution soon. I have worked with behaviors/personalities like this in my line of work, and for fear of retaliation from Chris the GM, I do not feel comfortable going into details here but certainly open to a conversation with upper management.

If Chris is reading this (considering he is the GM), I would ask that he be taken off this case and it be escalated to the district manager due to conflict of interest. He has clearly asserted his perceived power in more ways than one tonight and it would be unethical for him to handle this issue considering he is the problem. Thank you for understanding and...

Wow, ordered the 5 lbs of crawfish, a beer and a hurricane. During crawfish season, Pearland has lots of competition. BB's may not be the best but it's up there. Steam boat bills is a no no and sams boat is so so. Atchafalaya is delicious. Bayou grill is great too. Good vibes is good too with atmosphere but service a little slow. Same Floyd's. Service is slow..atmosphere outside is good on Friday with a band. Bb's is up there. What makes them standout is the big 3 in Business restaurants . Tasty food, customer service and atmosphere. They have all 3. Of course atmosphere depends on which day and time. We went there for early dinner on a Sunday around 5pm. I wanted to try crawfish cafe but $14.99 a lbs and parking is crazy. Decided on BB's. Had Christopher as our waiter. I was in luck. That young man HAS IT. The It you look for in an employee. The hustle and bustle as you say. Always coming around checking on us checking on his tables making sure everyone is OK with drinks, food and what not. Before I started this review I did peek to see other reviews and saw other customers mention him. It satisfying to see that it wasn't only me to see this special guys talent in a true customer service schooling of what customer service should be like. If you ever get him as a waiter, you are blessed with having a great day. On top of that, after my meal, I left him the full 20% tip. We'll i forgot my cell phone and my cousin called me. They answered explaining i forgot my phone. Cousin called my wife and we returned back to get my phone. Chris recognized us quickly. Pearland has great people. I've seen on talk of pearland of people losing drivers license, credit or debit cards, wallets, purses, cell phones and what not. Things always get returned back. Keep pearland beautiful. Love this town. Once again big thank you to Christopher and keep doing what you're ...