BJ's Restaurant & Brewhouse — Restaurant in San Antonio

Update: This was originally a four star review, but after the comment from the restaurant below, I've docked it down another star. Either they didn't read the full review, or they decided to ignore both the picture and the shortfalls of their service yesterday. Either way, it indicates a glossed over customer service, which was on par with yesterday's experience where there was no explanation for not having my food out on time, regret for the long delay, or offer to make amends. I didn't and don't expect to be comped, it's human to make mistakes, but the proper response here is not to say that you are especially happy that I enjoyed the food and hope to see me again. Including an apology or assurance to correct the issue for future customers would be more appropriate.

BJ's has an extensive menu so there is likely to be something for everyone. I've tried various meals and appetizers and they've been consistently good. My favorites are the Avocado Egg Roll Appetizer and Pacific Poke Soba Noodles.

For my bday today, I decided to try their family meals deals (tri-tip sirloin with salad, sides, and pizza) and catering (root beer glazed baby back ribs and chicken cutlets with sides). The prices were pretty decent and the portion sizes fed my party of twelve easily, but I did not have as good an experience as when ordering individual meals. They normally have a long wait so I placed an order early at 4:45 p.m. The initial wait time indicated online was 30 minutes, but I requested that it be ready by 5:45 p.m. We checked in at 5:40, but by 6 no one had come out yet or sent an update. We called in and were told the food would be right out, but we wound up waiting another 15 minutes. When my order arrived, the pizza was just above lukewarm and the ice cream for the pizookie was melted. It seemed those were set out first as the rest of the food cooked and not kept on a warming plate or in the freezer. I think they actually started on part or even all of my order when we arrived for pickup. Meanwhile, my party that I had asked to gather at my house at a certain time waited half an hour to eat because of the 30 min delay. Weekend dinners always seem to be especialy hectic at the Alamo Ranch location, but I had tried to avoid that by ordering an hour in advance and before the usual rush. This is not the first time my order hasn't been ready when indicated, but this has been the longest time and it affected not only myself but my guests.

When we finally sat down to eat, everyone really enjoyed the tri-tip sirloin slices and cheddar mashed potatoes. The parmesan crusted chicken cutlets, while generous in amount, were not like the pictures or description online. See attached photo. There were no sundried tomatoes or fresh basil. I would not order those again. This experience hasn't soured me on BJs, but I'm not sure I would try ordering for a special...

The service was terrible. Good thing -- there was no wait. We were seated immediately. Another employee took our drink order and I also ordered an appetizer which we received quickly. We start eating but don't have our drinks yet. Halfway into our appetizer still no drinks. We are seated right by the area where the register is - just a few feet away, so my sister asks him if we can have our drinks. He said "yes, but I'm busy right now." When we got our drinks we place our order and get the food (chicken parm with spaghetti) in a reasonable amount of time. It was okay. I'd give it a 6 out of 10. The employee does not return to ask if we need drink refills (yes, we do-- my sis has no water, I need a tea refill and I also asked for water which I never received). We ask another employee if she can have the waiter bring water and marinara sauce for our appetizer. We wait and nothing. She finally had to take her glass to the bar, sees the bartender and explains she's pouring herself a glass of water from the pitcher on the bar. He asks why, and she tells him why. We finally get our sauce and another appearance from the waiter who asks if everything is ok.He comes empty handed. My sister doesn't bother to ask for another glass of water. We know where we can go for a quick refill. I also didn't bother to ask for more tea. I just hope employees get training on how to respond to customers appropriately. Please don't say I'M BUSY. "Yes, I'm sorry, I'll go get the drinks in a moment" would have worked. Drinks should always be at the table before any food arrives. Also, for example, employees at another restaurant I visit have a tea and water pitcher and just go from table to table asking if customers need a water or tea refills. After that is done she goes back with refills of soda or lemonade drinks. Our waiter never came back with a pitcher nor asked if we needed refills on drinks. The young lady who we stopped to ask for water and sauce stopped by and said the manager would stop by to talk to us. That didnt happen either. A woman, who i assume was the manager, was heading past our table and slowly walked by our table asking (while still slowly walking) "Is everything ok?" We say yes since we had our sauce and water drink refill (from the bar). That was it. What a very...

Bj's BLOWS....We decided to stop here for a quick anniversary dinner after having a great time prior and was severely disappointed. Only 2 people and attempted to seat us at a family style booth, the waitress appeared pressed when requesting a smaller, more intimate booth. This lead to asking another waitress if this was ok to do. Finally we get a third waitstaff once seated at booth which we were promptly cautioned that it's his 2nd day. Ok. Fine. No problem. The problem arises after we have our appetizers and are expecting two great entrees. Side note: we ordered the Mac n cheese couscous balls...they were crispy on the outside but bland and lacking flavor inside. The sauce helps but I wouldn't recommend. My drink had a dead gnat and fork had stuck on food which made me glad to have finger food.

Now on to entrees we ordered jambalaya and the fish and chips. Once received the jambalaya while very tasty was lukewarm. My fish and chips would have pissed Gordon off as it did myself and my husband. The fish was below lukewarm and both fish and chips were chewy. We were promised a 911 ticket would be put in to fire new fish and chips. My husband then attempted to slowly eat his food in wanting to eat dinner together. It took 20 minutes before the manager arrived to say he was going to refire the food. No apologies just a statement. And then another 20 to 30 minutes of watching him deliver food to other tables while I'm still waiting and my husband has given up on trying to slow mo eat. He flags a waitress down who tracks the same manager down and then the food comes to the table.

Hot finally but at this point we haven't enjoyed much. So we take it to go after my husband tells the manager exactly why we're upset and disappointed with service. The waiter was more apologetic and the managers only statement is I refired the food, sometimes it comes out too cold and sometimes it comes out too hot...PAUSE(too hot???) and he continues to say their only recourse is to refire the food and take care of the cost of the food(It cost us more than money)...what else can he do? Fire and Refire yourself sir.

If you enjoying blowing your money on bad service and inconsistent food, try...