Aunt Bill's — Restaurant in Texas

Today, February 5, 2025 I called and requested to speak to a manager. The lady who answered didn't give her name but I recognized her voice as I have frequented this establishment a number of times. I informed her that I placed an order for delivery the previous day to my place of employment where one of the sides was incorrect and the other side had hair in it. I'd ordered the smothered porckchops with garlic mashed potatoes and mac and cheese. Instead, I received dressing which is something that I don't eat and the mac and cheese had a string of hair in it. Please note that this was delivered to my school and their hours on yesterday were 12-3pm for delivery and take-out only.

I arrived back to my classroom and checked my order to find that it was incorrect and immediately made 4 phone calls. Neither of them were answered. I called at 12:48pm, 12:49pm, 12:54pm and 1:03pm. I also sent an email at 1:39pm with pictures and a message to the link from the delivery service.

I didn't receive a response but had some free time to make the call so I contacted them today at 11:59am and the customer service that I was met with was not only unprofessional but also shocking. I'd frequented this establish many times, recommend them as well as placed orders for pick-up. I'd never been treated so unprofessionally until today. I never called upset because it's my understanding that they would have no problem resolving the issue because it was indeed an error on their behalf.

Instead I was talked down to and told that their policy is that the food can only be replaced if you bring the plate back to them in person. She also informed me that I should've called in which I told her that I'd just stated to her that I called 4 times. She responds with, "Oh I didn't hear that. I don't know why they didn't answer because they were certainly here." Why they didn't answer should never be the concern of a customer, ever. That's absolutely ridiculous and unprofessional.

There was no way for me to return my food being that I get off work after 3pm and their hours on Tuesday are 12pm to 3pm for take-out and deliver only. They were closed. She didn't care. I would never even think that it would be logical for one to hold on to a plate of food that had hair in it. I was disgusted by it and it's highly unsanitary so that never crossed my mind. I'd also paid for my order to be delivered. It's unfair to ask a customer who paid for delivery and a tip to then drive up to your establishment because you made an error of making my food incorrectly as well as having hair in it. It's unethical. After having hair in my food I wouldn't want another order of food but deserved to receive a refund because I was left with nothing to eat after spending $33.00. In the many times that I have spent money at this establishment I have never returned my food so I'm not a customer to whom has done this before. I have never done so and I also would've never posted a review had the matter been resolved professionally. You have to be mindful of how you treat people and how you speak to them.

Moving forward, my experience will be shared and I will not be a returning customer.

Update: I must say that I initially was shocked by the customer service that I received over the phone but after that experience I'm certainly not surprised by the response to my review. Here's a few key points: Why is the customer that was wronged being questioned about calling your establishment to have her concerns addressed? - I'm speechless. The times in which I called are not up for questioning. My call history shows it in great detail. I most certainly sent an email and a quick search of my last name would certainly show that I did so. I did indeed provide a phone number because the driver contacted me by phone and I have proof. I even came outside and said hello as she handed me my food. Last but not least, a customer should never have to go back and forth with you. This is very eye-opening and unprofessional. My goodness. Please contact me by phone...

I visited Aunt Bill's recenlty on the heels of the fabulous Facebook review like so many! I must honestly state that my review is skewed for that exact reason. By visiting so soon after them "going viral", I was caught up in a systemic rat race to improve the restaurants service in multiple areas and simulataneously! That being said, I attempted to place an online order promptly at 11:30 AM and was unable to place the order until about 11:45 AM. I would later learn why. After placing my order I needed to call them to add on two pork chop entree orders because this option WASNT available online during the window described above. So now I headed to the restaurant to quickly add the entrees so that I'd get all four meals as close to hot and fresh as possible and to my surprise TODAY would be the start of new ordering options/policies as a result of them "going viral"! Now, I had to two choices, skip ordering two of my colleagues lunch choices this time around or place both online for pickup. I proceeded to order online with my cellphone guys, which with a Cricket plan wasnt the best idea at all but I continued to press forward. During my down time I met the owner and had some back and forth bantor about all of the days challenges. The owner was SO ATTENTIVE and Courteous to everyone's ordering frustrations that it made it impossible for you to be rude or upset with the establishment. NOW that's how you MANAGE a business! Get down in the trenches, take ownership of your businesses issues, and commit change to the customers! He did that ya'll! Now, fast forward... It was a two and a half hour lunch break just to return to work with all of my colleagues including what was my "bday" meal, compliments of my coworker. Thankfully they were equally as understanding as I was about how long it took for me to return with the food. Now here is what you came here for! Everything was absolutely DEEEEELISHOUS!!! Melt in your mouth Mac and Cheese, Crispy Catfish and Wings, succulent and velveety Red Velvet waffles, Lord hammercy Jesus I could go on an on about that dang on food ya'll!!! Get to Aunt Bill's ASAP! TELL MR. BILL that Tina, the balloon garland girl sent you! Dine In via reservation only now, or place your order Online dor pickup! Two options and either warrants a wait time of 45 min to an hour but so worth...

Our waitress was amazing I wish I had gotten her name! In fact everyone akd everything was amazing. We were treated (and called) family many times. The owners (or owner and manager) both came to our table of 5 several times to make sure we were happy and how happy they were to have us there.

We were just as happy ma’am!

Food 5*. Period. We had not one itty bitty complaint. None. I had wings and I like a good wing but I’m picky because I hate chicken fat. I love catfish but I’m picky and it needs to be crispy. Ya..no worries. It was absolutely perfection. We had a pescatarian in our group who was soooo excited to see vegan offerings. (She also eats poultry sometimes but never beef, pork, deer etc) so she had the meatloaf (vegan). Delicious. I had a bite and I’m NOT vegan lol and it was good. Maybe not a meatloaf I’d expect but a savory beefy flavor with some chili powder back taste and the gravy. I don’t know how that even happened being vegan. It was rich and delicious. Our military student (graduated today) had some big giant sausage dog that had Mac and cheese. Brisket. Sautéed onion and god k owes what else. And fries Mexicali. He ate all fries but the soldier boy met his match at the dog. He was pretty bummed but left about 1/3 of the dog. Son had smother pork chops. No knife needed. Gravy delicious. He had Mac and cheese and yams. I didn’t get a pic of it all (and I got mine first and like the 🐷 i am I dug in 😂. Oh and our 11 yr old ordered a fries meal with brisket cheese bbq and sourcream. She left stuffed.

A separate small paragraph. The collard greens are turkey based. So our person who doesn’t eat meats except fish and poultry LOVE it. She and I sort of made moan noises every time we took a bite.

Total was about 100$ with 4 drinks for 5. Plus 20$ tip. Value was there and portions huge.

Thank you ladies. You made my grandsons graduation dinner from military (and that food was GROSS) school a huge welcome home belly hug of warm deliciousness. Music was also the bomb. Thanks for playing Prince and New Direction so grandma could jam...