Pockets San Antonio — Restaurant in San Antonio

Management here needs some work. I was here on Friday, January 22. I did not see one manager walking the floor despite it being very busy. I arrived before the rest of my party and waited at an open table in the bar, hoping to order a drink before they got there. I saw servers running around like crazy and it seemed very chaotic. I even moved tables to be closer to the bar, covid rules don’t allow you to order at the bar unless you are seated and there were no seats. Not one single server approached me despite me making direct wyd contact with 2. They approached 2 other tables near me, but not one person came up to me. After I got called for my pool table, about 15-20 minutes after I arrived, I was finally greeted by my server. He was nice, but clearly frazzled. I was able to order a drink and some food before my party got there. When the rest of my party got there it had gotten a bit busier than when I first arrived. I do not know how many other tables our server had, or where they were, but he and the other servers were RUNNING all night. Everyone he appeared back at our table he seems out of breath and a little out of it. Still not one visible manager walking the floor. I went outside towards the end of our stay to check on my bf, and some other members of our party. While out there it was announced by another member that we were leaving and needed to close our tabs. My tan was started with my ID, which I found odd but didn’t question. As I was already outside, our server had followed the rest of the party out to where I was and asked it o could also close my tab. I handed him my debit card and he went to get my receipt. I signed everything and left. It did not occur to me that he had not given me back my ID. Fast forward to Saturday night. I was at a liquor store and couldn’t find my ID. As I was searching my car and my house, I called Pockets bc that’s the last place that I used it. I was told by a young lady that she would find someone for me to talk to. I was left on hold for 10 mins. I hung up and called back, but the phone went straight to a voicemail. Now it did not occur to me that it was fight night and that they were extreme busy but I would have gladly called back on another day or just come back to get it. Since this was not communicated I drove back to this location. I explained the situation to the security guards at the front door and they assured me that a manager would be with me shortly. Jovani came out to speak to them about something and was laughing and joking as if he didn’t have a care in the world or a line halfway down to the next business. When they told him what was going on, he looked annoyed but went inside. I waited another maybe 5-10 minutes and they came back and said that they were to busy to look for my ID. I said I’m not leaving without it. The very nice woman security guard insisted that they look for it as I had already called and then driven a long way to come up there. Jovani came back with my ID and a tab that apparently was left by someone else in my party. He told me that I needed to pay it to get my ID and card back, I had given him my debit card with my name on it. I told him I had already paid my tab and if there still was a tab open then why had it not been brought up last night as I sat at the table and our server came back to get my ticket that I paid? He told me that sounded like an issue between me and my server. I didn’t know at the time that he was a manager. I didn’t want to cause more of a scene than what already had happened, I was angry and loud already, so I paid it and left, promising to be back today, on Sunday. Well to my unpleasant surprise, Jovani was the only manager on duty and I decided to come back later. I sent a message to the Facebook page and have not heard back from anyone. They don’t have a corporate number so I’m not sure who else to talk to about this. 10/10 would not recommend this place. Terrible customer service. Found out Jovani is the GM and he does this quite often to people. I already disputed the charge...

Warning.‼️ 🔥☠️ Walk Away from this place. San Pedro off of Hwy 281 location GM Josh is Bad for Business. One of those individuals who just doesn’t get it. I think it’s a he. Not a good person. You’ll be doubled charged, keep track and check your bill very closely. In my 50 years, the rudest and craziness by this GM Josh. I’m sorry I didn’t warn everyone a couple of weeks ago on our first time visit. Out With friends, we were looking for a place to watch the Football Playoffs. As you walk in, sign saying, drink specials. $3 beers. The one we asked for on the sign, the server said we’re out. No problem. He went to the bar and returned to us, said any beer $3. So we asked how about ShinerBock. He said, yes. Having a good time. When we asked for the bill, drinks were double the price. We called over our server, who was nice. He apologized and left with the bill. Thinking he was going to make it right. Comes back with this so-called GM. All he kept saying, you drank the beers so there’s nothing I can do. Tried logic with the guy. Said we were told by the server, who even admitted that he told us $3 beer. But, this Josh kept saying the same thing, nothing I can do because you drank the beers. Didn’t even back up his server. I told him, we would not of drank these beers if we knew the price you were charging. We were fine with any beer special. Like a kid, he kept saying the same thing.Never Ever had a experience like this. The Treatment and someone saying the same thing over and over. Like I said. Makes zero sense. You get the customer one time. But you’ll never see them again. The way I do business is it’s a customer for life. Plus, like now, you tell everyone about the horrible service and experience. Just don’t get. So if you don’t want to pay over $100 on what should be a $50 tab. Stay as far away from this joint. You will thank me for...

We had 4 people in our party for Billards and to watch the Canelo fight. We paid our cover, got a table, was introduced to our server, Mel (Melody Contreras) and ordered our first round of drinks (3 beers and a water). As she came back around, we ordered another round of the same drinks and an order of wings with fries. As she came around the 3rd time, a person in our party ordered their own additional food. Their food ended up coming before ours. We asked what happened, she stated that she had forgotten to put in the order. From that point, the service went down hill. We did not see her again for about 40 mins after we asked another server about how long it take to make the wings and fries and they replied 10-15 mins. Well, we ended up getting the order from Mel and she brought it with such negative body language. She would not talk much, used 1-2 word responses, wouldn’t say please, she was just off. We ask for her to close our tab and we will now be ordering straight from the bar. Now Pockets did correct the poor customer service Mel was giving. Pockets was great. The food was spot on, the pool tables were clean and the match was shown as expected. Mel asked us to move to a table, but we refused as we were there for the fight. She did try to interact with us again to push to go boxes on us when none were requested. She started to refuse to take them back. We ordered the rest of our drinks directly from the bar. I wish her well. Honestly, I want to believe she had a bad night, but as we look at how she interacted with other parties. It was a hit or miss with her service. Either she had a smile or a negative face while serving.

Thank you Pockets for the hospitality and great food! We will be back, but in hopes to not have...