HG Sply Co. - Trophy Club — Restaurant in Trophy Club

We stopped going to HG Supply Trophy Club several years ago because we felt the quality of food never measured up to other sports bar-related establishments in the Trophy Club, Colleyville, North Richland Hills, and Keller area.

However, we decided to give this establishment another try.

I called the restaurant on Thursday morning and spoke to the lead hostess, Morgan.

Morgan is the epitome of a customer service-driven individual: energetic, enthusiastic, and well-meaning.

I asked Morgan if HG Supply would be broadcasting the Dallas Stars hockey game at 7 PM that evening. She responded enthusiastically that the hockey game would be shown in the courtyard area of the restaurant.

I then asked if they would be broadcasting the audio for the game, and she assured me that they would.

My friends and I arrived at HG Supply an hour before the game to ensure we had good seats at the bar for the Stars hockey game.

We sat at the bar and were pleased to see the television already tuned to ESPN for the hockey game.

I asked the bartender when they would be turning on the audio for the game.

The bartender seemed disinterested and somewhat distracted, despite there being only four of us at the bar.

I asked my question a second time, wondering when they would turn on the audio for the game. He responded, “I haven’t decided whether I’m going to put the audio on or not.”

I mentioned to the bartender that we specifically came to the restaurant to watch the hockey game with the audio and were assured by Morgan that the audio would be on in the courtyard area.

His body language indicated that he was actively ignoring my request. I repeated that Morgan assured us the audio would be on.

He then responded that he would decide on the audio “later on,” as he was gauging the audience in the courtyard.

The audience was mostly men, so I’m not sure why a monumental “decision” needed to be made regarding the most important Dallas Stars hockey game of the season.

I decided to go back to the reception area to speak with Morgan directly and hopefully elevate my issue to a manager.

Unfortunately, when I approached the reception desk, Morgan had just finished her shift. I asked the hostess if I could speak with the manager, and she fetched the bartender.

I tried to reason with the bartender, explaining the importance of the game and the promise that was made to us regarding the audio. I didn’t think it was fair for us to wait until he made a “decision” on the audio, which, according to him, could happen right at the start of the game.

He responded in a rather snide way, “if you’re asking me to make a decision now, that decision is NO.”

So, this will be the last time we ever give this facility any of our business. As my friends and I were leaving the courtyard bar area and heading back to our cars, I noticed the dilapidated condition of the entire courtyard area.

All of the outdoor furniture had bird droppings all over the backrests, plastic empty glasses on the floor, and just a general unkempt condition. (I guarantee you, your girlfriend or wife would not want to be sitting on that furniture)

It’s very disappointing to see a facility with such potential to deliver a great customer experience fall into such disrepair and employ such disrespectful people.

We won’t be...

I was in town for a conference at the Gaylord, but I booked my room late and ended up staying at the Hampton inn adjacent to HG SPLY Co. Being from NY and never having been to Texas, I didn't really know what to expect grabbing my first meal alone after landing, exhausted in the late afternoon. I wandered into the place and instantly felt comfortable - the atmosphere reminded me of a place where I used to work near Brisbane, Australia (the RE) and the food was excellent. What really made this place special were the people. Every person I encountered was incredibly friendly and helpful. Not sure where to sit (it was towards the end of the evening and the outside area was mostly empty), first someone from the kitchen saw me and pointed me towards another interior bar to order food (I'm not usually that lost in a bar!). There, the nicest young couple were tending bar together and I can't say enough good things about both their service and their conversation. I believe the guy's name was Seba (short for an authentic Belgium name, maybe)? He reminds me of the best people I worked with in various bars over the years - very personable, great attitude and just genuinely interested in meeting and getting to know the people passing through. I don't think I got the other bartender's name but she was his girlfriend and Seba definitely deserves a handshake for that fact alone. She was awesome - very attentive, super skilled at making cocktails and being efficient in her steps behind the bar (a real sign of someone who knows the craft that i can't help but notice). The Manhattan they made for me was perfect (literally and figuratively), with fernet instead of sweet vermouth to balance the dry vermouth without being too sweet. I went back a couple of times whenever I had a chance for a quiet meal away from business and I always found the food, drinks, people and place to be outstanding. Kudos to whoever put this place together - they know how to hire and keep good people and in my experience, that's the hardest and most...

Fine food but worst service I've ever had.

PURPOSE - In two words, Charlie Foxtrot. From start to finish this was a painful experience. We arrived around 6:30pm on a Sunday. We were told there was a wait when we arrived (despite plenty of open tables) so we provided our name and number to get on the waiting list. We made our way to the bar which was nice, had plentiful seating, made great mixed drinks, and offered quick service. After sitting for around 30 minutes we decided to check on our table at the host's desk. Turns out there was no record of us checking in and they did not have our phone number in the system. The hostess offered to seat us immediately. We sat at our table for 20 minutes before a waitress approached us. She informed us that the section we were seated in was “closed.” After filling her in on what had happed so far, the manager came over to take our order. About 10 minutes later she returned with a waiter carrying food but, surprise, the food was not ours! Eventually the food arrived and was tasty, although a much smaller portion relative to the Fort Worth location. The first time our water was refilled was after the check was delivered. Drinks and appetizer were comped. Absolutely abysmal service, management here should be embarrassed.

ATMOSPHERE - Excellent. Open outdoor area with lot's of lights and games like shuffleboard, ping pong, and cornhole. Heaters for when it is cold. Many TVs showing sports.

UTILITY - Limited parking but plenty available when we went on Sunday. Bathrooms were clean although there were gaps in the wall in front of the urinals, if that's something you care about.

LAST THOUGHTS - Will not be returning to this location. Would suggest avoiding this location unless you’re strictly looking to drink. Do recommend the Fort Worth location which has equally good drinks but larger portions and considerably better service. Unfortunately, this was easily the worst dining experience I...