The Honey Baked Ham Company — Restaurant in Town of Colonie

I've been a loyal customer of Honey Baked Ham for years, pre-ordering and pre-paying for my Easter and Christmas meals well in advance to avoid the rush. This year, however, was an absolute disaster.

Despite committing to an 8 AM pickup time, I arrived to find a chaotic scene—a massive single-file line and people waiting off to the side for unknown reasons. There was no distinction between customers who had pre-ordered and those who walked in last minute. Only two employees were assisting customers, and after about 15 minutes, one of them—who appeared to be the manager—left and never returned.

After over an hour in line, I finally reached the counter, only to be told that they had run out of boneless hams—the exact item I had pre-ordered. Instead, they wanted to substitute a bone-in ham of a similar size. When I pointed out that their store signage showed the boneless ham serving more people than the substitute they were offering, the employee argued with me. I had to push back just to get a bigger ham.

At this point, nearly an hour and a half had passed, and my turkey breast still wasn’t ready! I was told it was being glazed and would be ready in 10 minutes. I waited. Fifteen minutes later, I asked for an update, only to hear the same excuse—"it just needs glazing, it will be 10 more minutes." I had already heard that exact line earlier.

In total, I spent two and a quarter hours in the store. No apologies, no communication, no effort to notify pre-order customers that substitutions were necessary. They could have sent an email, made an announcement, anything. Instead, they let customers wait indefinitely.

To make matters worse, Honey Baked Ham later sent me an email asking for feedback. I detailed my experience, checked the box indicating I wanted a response, and never heard a word back from them.

While I’ve always enjoyed their food, the level of customer service at this price point is unacceptable. If they can't manage pre-orders properly, why bother asking for a pickup time? This experience has made me reconsider whether I’ll return for future holiday meals. Honey Baked Ham seriously needs to reevaluate how they handle...

I wanted to take a moment to share my recent experience with Honey Baked Ham on Wolf Road, and I simply can’t say enough about how amazing it was! The online catering ordering process was incredibly easy, especially for a large group, and exceeded my expectations.

The following day, I had the pleasure of speaking with Ron, who truly went above and beyond. Not only did he confirm that my order was received, he even delivered it himself! His exceptional customer service and friendly demeanor made all the difference. It was such a delight to be greeted by someone so kind and helpful.

When our order arrived, each box was labeled with the employee’s name and was packaged with such care. You could genuinely see the effort that went into the preparation, which made the experience even more special.

Overall, the customer service at Honey Baked Ham is top-notch, and I highly recommend ordering from them for your catering needs. You won’t be disappointed!

Thank you for your attention, and I hope you get the chance to enjoy their wonderful...

I was in line to pick up an online order that was placed 3/23/25. The order included a boneless ham. When I was on the line amongst so many others, the store was selling out of items and not telling the customers on line but the customers leaving the store passing on the word. Soon after, an associate made an announcement stating that they were out of boneless hams and that they can do slices. I asked the question to confirm that even if the order was placed weeks ago, they are still sold out of it and they said yes. My mother who placed the order never got any kind of confirmation of anything being sold out when purchasing or then after. Being sold out of something after purchasing weeks ago makes zero sense and appears that they are selling people's orders to other people. Also, there was no separation for people who were picking up online orders and had to stand with people who had not placed orders. This is the biggest inconvenience I have ever dealt with pertaining to picking up an order. This store needs an...