Pluckers Wing Bar — Restaurant in San Antonio

I rarely write bad reviews- check my yelp history. Pluckers used to be amazing- a little slice of heaven, a reminder of home (as im from Austin and would frequently visit the round rock location back when there was only 3 locations). Pluckers was always something to brag about to people outside of Austin. They served huge delicious wings and hot food every time. Great vibes, great customer service and owners who cared. In recent years, each time I visit a pluckers my expectations lower. The wings get smaller, the food is served stale and lukewarm (fries particularly) and customer service continues to get worse to even the point of now managers and GMs not giving a pluck. My most recent visit involved an argument with a hostess- A HOSTESS! The #1 person that is suppose to welcome you and have amazing customer service. She sets the tone of the guest experience. I was notified that my table was "almost ready" at 6:29. By the time I made it to the host stand at 6:33, I was told my table was given away. When I asked why she said they remove you from the waitlist after 5 minutes- which I completely understand but I only took 4 minutes getting to the host stand. She continued to say "we remove you after 5 minutes". I had also received a second text at 6:32 that said the same thing: my table was "almost ready". I'm at the host stand at 6:33. by both time stamps I'm at the host stand within 5 minutes. Once she counted herself, She then decided to change her response to : "we remove people after 3-5 minutes". Wth?! You just argued with me about not being here within 5 minutes until you realized I was and now the policy has all of a sudden changed? I ask for a manager and the manager proceeds to say the exact same thing the hostess says: "5 minutes". Okay now im trying to get a second person to do basic math and realize I was there before 5 minutes. She switches her answer up too once she realizes I was there at the 3-4 min mark. I ask for a GM. The GM looks at me and doesn't say anything except "your table is being cleaned off now" in a sort of "what do you want me to do" annoyed manner.

Hostess, manager and GM did not give a pluck about my experience. It was my daughters birthday and like I said before Pluckers is usually a nice reminder of home and something we all look forward to.

I can't help but wonder what mark, Dave and Sean would think about the new guest experiences that are seeming to become the 'norm'.

Assistant GM - Kyle- should clearly be the actual GM as his patience, understanding and customer service exceeded all my expectations. He was the 5th person I talked to.

Waitress - Maddie- needs a promotion. She could read my face and happily listened to me vent. She assured me that experience with her would be nothing like the women at the front and she was right. She took wonderful care of us. We ordered the fried mushrooms bc I've missed them and they were soggy. I reluctantly let Maddie know - I don't think it's fair for her to get all the negative vibes and she apologized and informed Kyle. Kyle stopped at our table and let us know he was made aware of the poor mushrooms and everything else. He apologized us and assured us he would take care of us. He offered us an appetizer sampler and stopped by to talk to me and my kids- just friendly conversation. I appreciated the conversation and effort it very much. Maddie and Kyle certainly did what they could to cheer us up.

Still, I hold Pluckers near and dear and I've thought about writing reviews of recent visits gone bad with the hope that Mark, Dave and Sean would actually pay attention to them and start getting back in the restaurants. But I'm not certain...

My hubby and I wanted to try a new spot. I had my eye on this place but unfortunately it did not live up to the hype. We walked in and were greeted by two girls. One named Alyssa that stood out to me because she was super friendly and all smiles! We were seated immediately. We were assigned our server and she was nice but not very attentive. We were asked what drinks we wanted (I ordered a coke & my husband a beer) and appetizers to start. We got our drinks shortly after and then placed our order for our meal. We ordered the 10 piece wing combo with tater tots. We waited so long for our appetizers. We ordered the fried cheese & fried pickles. We waited a good 20 minutes and then the server came up and asked us if we had received our appetizers which we kindly said no. Another 5 minutes passed and they brought us our appetizers. They looked hot and fresh! We were getting low on drinks and weren’t asked if we wanted refills. 6 minutes into eating our appetizers our food came out. My husband was irritated because we didn’t get to enjoy our appetizers since they took so long bringing them out. We tried finishing them but our meal was getting cold. Our server passed by and my husband had to wave her down to ask for another drink (beer) she said she would bring that out shortly. I tried making the negative points of our visit into positive ones but then it got worse. My husband went to use the restroom and came out and explained that a staff member had finished using the restroom and walked out without washing his hands. I was grossed out about that. If I’m being honest the food was good. The wings were a bit dried out and not as pleasant as we hoped but they were hot and the appetizers were filling! We never got the second beer that my husband had waved down the server about. I never got a refill on my coke nor were we ever checked up on or asked if we wanted refills. Nobody really passed our table at all and it seemed like our server had disappeared. We got up and walked over to the counter to pay. We ended up realizing we were charged for a drink we never received (a beer) We spent $52 here. We definitely won’t be back to this location and it sucks because we really wanted to...

Pluckers North Star San Antonio

Subject: Concern Regarding Additional Charges and Receipt Process

Dear Restaurant Manager,

I am writing to express my concern regarding an experience I had at your restaurant yesterday while dining with my family. We were seated at the bar and used two free 5-wing coupons that we had received from a UT game. When the waitress took our order, she asked for our wing sauce preferences, and we also ordered some additional food items.

At the end of the meal, I requested the bill, and instead of providing a paper receipt as is customary in most restaurants, the waitress used a handheld device to simply tell me the total amount due. After paying, I requested a paper copy of the receipt, and despite my initial request, she some how forgot and I waited another 5 to 10 minutes before asking a second time and she later provided it, even though the bar wasn’t busy at the time.

Upon reviewing the receipt, I noticed two separate charges of $0.75 for ranch sauce that we had not ordered, which had accompanied the complimentary wings. My concern is the appearance of adding unrequested items and charges to the bill without transparency. Though these charges may seem minor, if this practice is repeated across many customers, it can add up quickly. For instance, $0.75 per customer over 200 customers weekly amounts to $150 in profit.

I also felt that the delay in providing the receipt may have been intentional to avoid revealing these additional charges upfront. I believe the restaurant should return to the traditional practice of providing a detailed receipt before payment so customers have a clear breakdown of their charges. This would avoid any confusion and ensure transparency, as opposed to the current practice of presenting a total amount via a handheld device without clarity.

I wanted to bring this to your attention, as it feels misleading and could leave customers with a negative impression. I hope you will consider addressing this practice to prevent any further misunderstandings.

Thank you for your time, and I look forward to...