4 Rivers Smokehouse — Restaurant in Tallahassee

I am writing about REPEATED UNSATISFACTORY EXPERIENCES at your Tallahassee location. I have written through your website with an identical complaint before, but and ITS CLEAR YOU DON'T CARE ABOUT YOUR CUSTOMER SERVICE IN TALLAHASSEE.

This evening, we ordered for takeout online from your Tallahassee location. We provided all requested details, including a description of our vehicle, and were provided and order confirmation, telling us to pull into a curbside delivery slot and call a provided number when we arrived, and that our order would be delivered to our vehicle.

When I arrived at your Tallahassee location, there were no marked curbside pickup parking places in evidence, so I pulled into a regular parking space and called the number provided. BUSY SIGNAL. Called several more times. BUSY SIGNALS. At that point, I realized that I was experiencing a REPEAT OF MY EXPERIENCE ON OR ABOUT FEB 17, 2021 which I previously complained about through your corporate website.

On February 17, there were hardly any customers at your location, but a very cold soaking rain was falling. Tonight, the weather was fine, but the restaurant was very crowded. My conclusion was and is that when its unpleasant to go outside due to cold rain, or when the restaurant is very busy, staff simply TAKES THE CURBSIDE PICKUP PHONE OFF THE HOOK.

As I had done on February 17, I reluctantly got out of my car, and went to stand in what was a long line of people standing at the take-out order window. Most seemed to be placing orders, but a few seemed to be sharing my experience. Finally, after getting to the front of the line 23 minutes after my food was scheduled for pickup, i picked up my RAPIDLY COOLING order. I asked for the manager, and talked to a character who identified himself as Robert McManus. I accused McManus of taking the provided call in for pickup line off the hook. He initially denied it, but after I persisted admitted that "IT SHOULDN'T BE OFF THE HOOK." McManus followed exactly the same script, initially denying then subsequently admitting that the phone shouldn't be taken off the hook, that the manager used in responding to my complaint on Feb 17. I believe, but am not certain, that McManus was the same manager I dealt with on the previous occassion. The BOTTOM LINE, as I see it, is that your Tallahassee staff, after providing a "CALL WHEN YOU ARRIVE NUMBER," TAKE THAT LINE OFF THE HOOK WHEN CONDITIONS MAKE IT INCOVENIENT TO DELIVER FOOD TO ARRIVING CUSTOMERS. THEN THEY LIE ABOUT HAVING DONE IT WHEN CHALLENGED.

Because I am an old, mobility impaired person, it is especially difficult for me to park, get out, and go stand into the "to go order line" to get my food.

I shouldn't have to tell you that this, especially the DENIAL AFTER THE FACT, is LOUSEY CUSTOMER SERVICE, AND NOTHING KILLS A BUSINESS FASTER THAT LOUSEY CUSTOMER SERVICE.

As noted, your failure to respond to my previous complaint, and the attitude of your manager on site MAKE IT CLEAR YOU DON'T CARE. i therefore decided, on this second occurrence, to post my complaint where other customers can see it on a site provided for that purpose, and get a preview of THE WAY YOU...

We used to really love this his place. Any time we were running through the state we would make it a point to go to a location. Even if we had to rent a car because we couldn’t get close enough in our truck. I do believe this last time we ordered will be our last time. It’s been a while since we’ve been in the area so obviously it’s been a while since we’ve been here. We spent a night in a hotel in Tallahassee so we ordered through uber eats. The app doesn’t give any options for the his place to ask for anything so I found the number to the location and called. When you call not only do you not get the actual location that you think you’re calling, but you’re also dealing with AI and it’s like pulling teeth to get a live person. I believe I called like 7-8 times because I actually got a live person through all that crap. Only yo then find out that my call had routed me to their corporate location and they had to direct me to the location I wanted. It’s my understanding that this is how they have their phone system set up. When I was finally able reach the location I was calling, I explained to them while I was calling. Specifically asked for napkins, utensils and plates.the young lady on the phone was really nice and told me she’d take care of it. Keep in mind we ordered a meal for a family of four. Our order gets to us and we’ve got a mountain of napkins (which was just fine since we selected Ribs as one of the meat options), 10 forks, 17 signature bbq packs and no plates. Not really sure why they were thinking that we needs 10 forks or 17 bbq packets but ya know what would have been nice??? Some plates to eat off of. Not only did they not come even after asking, but the hotel we were staying at couldn’t access the breakfast room to get us some either so trying to eat out food was rather interesting. So not only was I already irritated having to spend all that time dealing with AI and trying to get a live person only for o then find that my live person was sent even at the location in which I was calling (which is beyond misleading if you ask me), but I then am finally able to get transferred to where I’m needing to go, only to have them waste $ sending a bunch of crap that we don’t need and are just throwing away anyway and to miss the most importing thing, something to eat off of. It’s not like our meal came in to go like plate containers. All the meats and sides came in separate little containers. So trying to get that situated without plate was a fun time (sarcasm...

Tried to order take out food online but the website made it extremely difficult because the drop down menu to choose options was covered by my keyboard and wouldn't work properly. I eventually called my order in and went to pick it up. There was no one at the take out window for several minutes when i arrived and there was no way to ring someone to let them know I was there. After a girl came to the window she asked my name, I paid and was given my bag of food. I then got in my car and decided I better check the order before I leave and luckily I did because it was not correct. They mixed up the meats on my dad's food and gave him burnt ends instead of brisket. I went back to the take out window and told another employee my order was wrong and she took the entire bag of food and switched out the meats but it was kind of weird because I had already brought the food to my car and opened it up to check the order, etc. Im not sure if she was reusing the burnt ends or what but in my opinion that is not very sanitary and it would have been easier to just put the missing brisket in another small container so I could leave sooner. Either way, no apology was given and the whole ordering and picking up process was a hassle in itself. I then headed back to the hospital with the food for my dad and I while we were waiting for my mom to recover from surgery and started unpacking the food only to realize we had no cutlery. The next 15 minutes were spent wandering down to the unknowingly closed hospital cafe in search of a couple forks. Really good times. In terms of the food, it was not anything special. The pulled pork was just ok, not much flavor and it seemed a bit dry overall and the burnt ends were just that, burnt, hard as a rock, black and dry....inedible for me (it actually hurt my teeth). I love burnt ends and ive never seen them look remotely that hard or dry. The baked beans were good (and the only hot thing at this point), slaw was bland, potatoes in the potato salad were overcooked. I will say the cornbread was delicious but as a BBQ place i wouldn't want the highlight of the meal to be the cornbread. What an underwhelming experience and to think I drove out of my way to order from there and I'm out $30 and...