The Honey Baked Ham Company — Restaurant in Round Rock

What a mess today and what a HUGE waste of my time. (I'm writing this the evening of my pick-up 12/23.)

I'm not sure how or why the meltdown occurred on your end, but...my experience: I had pre-paid, had a pick-up time.....and still waiting over ONE HOUR in line. Apparently the hams weren't ready ("being glazed in the back right now"). Twice during the time I was in line, they put everything on "pause" (complete cessation of anything happening in the front of the store) for 20 minutes. So, just during my time in line, 40 minutes of NOTHING HAPPENING.

Every single customer in line had already pre-paid and had an assigned pick-up time, so they HAD TO KNOW how many hams should be flowing out their doors. It isn't like it was a surprise. This was a HOT MESS.

I don't blame the young adults at the front of the store. They were trying their best. I BLAME THE MANAGEMENT.

Not sure I will ever be back. I don't like the idea of mail-ordering my HoneyBaked. But that is definitely an option.....as well as procuring my ham from the local grocery.

For such a premium product, the in-person experience...

Pre-ordering and prepaying for my order was suggested on the website, encouraged even, to expedite the pick-up process, this in addition to selecting a pick-up time. I arrived as instructed at the time I chose to find that prepaying was of no tangible benefit as I’d still need to stand in a line that stretched the span of the shopping center location. My pickup order was the day before Thanksgiving and I’d already paid so- I found the end of the line and began my 1hour wait. I waited a full hour in line to finally reach the register where my order was to be picked up to be told there was no ham, my preorder had not reserved or expedited anything, the ham I was there to pick up was not there and it took over an hour of my time to find that out. This was an incredibly horrible experience and the day before a major holiday no-less. They’d run out of pre-ordered, prepaid hams, while customers stood in line waiting to pick up an order that...

The hams are on point. The order fulfillment and customer service are NOT, unfortunately.

I pre-ordered a boneless ham with plenty of days to spare for Easter. When I went to pick it up, I was told they were out of boneless and only had bone-in. When I I expressed my frustration, due to having ordered very much in advance, I was told "corporate didn't send enough". The employee called the off-duty manager on my behalf (who had zeroed out my order before I picked it up, creating confusion for both myself and the employees) and I was told I could take a bone-in ham AND that I would be refunded my money if I reached out to the manager the following Monday. When I followed up with her, I was told that I would not be receiving a refund. I received no apology whatsoever for the issue with the ham, or the fact that she promised a refund and then reneged. I'm extremely frustrated by this experience and will likely not be returning...