The Honey Baked Ham Company — Restaurant in San Jose

I wish I could be as complimentary as the other reviewers, but I can't. Here was my experience.

We've gotten hams here before and the quality of the ham is excellent. No problems there. BUT - neither my husband nor myself enjoys the crackle glaze they include on the surface of the ham. It is impossible to melt even in the oven and has the texture of broken glass with no discernible flavor. Therefore, I tried to order one without the glaze. This could not be done on the internet, as there was no place to enter the request. So I telephoned. I telephoned not once but twice, and both times was told that I could in fact order an unglazed ham, but that the ordering would have to be done over the telephone because the website was not equipped to handle my request. So far, so good.

When I was ready to order I telephoned and spoke to someone whose name I know but will not share. She assured me everything would be done as requested and would be ready for pickup. She gave me a special reference # which I was to provide when picking up the ham. I printed out my receipt. So far, so good.

Cut to pickup time, two days later as arranged. What happens? After standing in line forever with what seemed like all the rest of the people on Earth, I arrive at the cashier's counter brandishing my receipt with special reference #. The person at the counter meets me with a blank stare, hems and haws, and finally mumbles, "Uhh..I don't think we can do that...." He says, "You can't order that way online." I say, "I DIDN'T do it online, I did it over the phone." He asks if I'm sure I called that particular store. I assured him that I did. He hems and haws awhile longer, then says "I'll go get the manager." Meanwhile the crowd behind me is growing restless.

Finally, out comes the manager. He repeats to me that you can't make that kind of order online. I repeat for what seems like the thousandth time that I did NOT do it online, I did it over the PHONE. By then both my blood pressure and voice are beginning to rise. I show him the receipt with special reference #. He says he knows nothing about it and has never seen a number like that before. By this time I'm quite warm under the collar and the manager is shifting from foot to foot. Finally he stomps off into the back of the store, picks out a small ham, and folds some foil around it, plops it down on the counter. Realizing I'm building up to a real explosion, I produce my credit card, pay for the ham, and flounce out.

And do you think there was an apology? A heartfelt "Sorry we inconvenienced you and everybody else, ma'am?" No. Nothing but unashamed incompetence. There is just no excuse for this sort of sloppiness. It simply adds to the general level of aggravation for the waiting crowd and the individual customer.

They did however plan for the arrival and management of the crowd by roping off the area into separate aisles. For that and the quality of the ham, I give them 2...

If I could give zero stars I would. I completely understand why the reviews are all so bad. I placed an order in advance to be picked up on Friday. I arrived and every single side dish was out of stock. They told me they have no control over what you order online. Which is also a lie because if it's out of stock, you shouldn't be able to order it at all. So I had to rush to the store and make everything myself. What's the point of paying in advance if the food is not going to be saved for you! I then had to get a refund and re buy the turkey and cranberry sauce frozen from the back. The boy that rang me up kept telling me my card was being declined when I told him that it was not. Well of course I look at my credit statement and he had charged me 3 times for the order!! I called to get a refund and the manager FRANCISCO should not be employed there at all. He told me I had to either go in person or send him a screen shot of my statement proving that they charged me 3x. Which is insane!!! He said he can't look me up in the system. I email the store the proof. It's now been 2 days and he has yet to call me back to provide my card number to even get the refund. I have called multiple times today and every time I call they tell me he is not available to talk and will call me back. I'm now out over $100 and have to call my bank for fraud!!! Never come here as all the employees are not trained in customer service. I have also called corporate and put in a formal complaint about this business and the Manager FRANCISCO specifically!!! Seems like leaving a review also gets you nowhere. Scott, if you really cared about customer service you would be...

I would give this review zero stars if I could. I contacted the company several weeks ago inquiring about how many days in advance to place a catering order. I was told two days. I did just that. I called the store location three times on the day that I placed the order to ask how to choose specific sandwiches on the catering page. I called three times. 2/3 of the three times I was on hold for a very long time then the call was disconnected. The final time I spoke with the manager who what I assume was venting about how the location is understaffed and she cannot accept another order for the date I requested. She also stated how she did not know how to turn off the catering option on the website. Therefore, it is still allowing people to place orders. The manager stated that if people continue to place orders then an order will be “screwed” because they are understaffed. Her comment was very inappropriate to tell a customer that orders will be “screwed”

Against my better judgement, I placed an order on the site on Tuesday for 25 sandwiches to be delivered on Thursday of the same week. The order was confirmed by Honey Baked Ham; yet, on Wednesday I received several calls and text from EZ catering stating the restaurant cancelled the order due to lack of staff and ingredients. This is unacceptable and makes the company not reliable. This is the holiday season, so staffing and the availability of ingredients should be at its peak. I am very angry, disappointed,...