Wood N’ Hog BBQ — Restaurant in Urbana

Dear Michael and the Staff,

I would like to express my deep disappointment regarding the customer service experience I had at your restaurant. My friend recommended your establishment after enjoying some of your catered food earlier in the day. Unfortunately, the meal we had this time did not meet the same high standard we were expecting.

When we tried to share constructive feedback regarding the quality of the food, we were met with hostility and defensiveness from your staff, which made the situation even worse. Our only intent was to offer a simple observation, not to demand a refund or request the food be remade. However, it quickly escalated into an argument, with Danielle and Aniya focusing more on those points than actually listening to our concerns. Due to the customer was given we even asked for the owner's contact information, but were told that you were unavailable and on vacation. I ushered off to the side so that they could service other customers instead addressing my concerns.

Additionally, when we were able to reach you through FaceTime, the conversation quickly became confrontational. Instead of listening calmly to the feedback, both you and your partner became defensive and dismissive (particularly your partner becoming very hostile) making it difficult to address the issue constructively. Nothing even came out of the experience because neither of you were really paying attention and were just going off at the mouth. Which shed light on the customer service we were given in your establishment. It felt as though neither of you was fully paying attention to the situation, which ultimately led to no resolution.

It’s also important to note that while I understand the importance of customer support across all backgrounds, what we wanted to address wasn’t about race—it was about the quality of service and food at your establishment. We came to support your restaurant, we expected the kind of great service that your website state is valued. Unfortunately, the way our feedback was handled undermines that expectation.

While I acknowledge that Aniya’s service could benefit from improvement, I was particularly taken aback by Danielle’s unprofessional behavior. She seemed to make disparaging comments during the situation, which was not only inappropriate but uncalled for. A more mature and professional approach would go a long way in resolving customer concerns.

Although we are fully aware that verbal commentary is not well received, I hope you take time to appreciate and acknowledge this written form of feedback regarding...

My experience at Wood n Hog left much to be desired. While the food itself was undeniably good, the service aspect fell short of expectations. After shelling out $40 for a meal that included tips, baked beans, wings, and caramel cake with sauce on the side, I found myself frustrated by several mishaps. Despite arriving before others, five people who came in after me received their food first, signaling a disorganized system. When I brought this up to the lady with glasses, her attitude was less than accommodating, adding to my frustration. It turned out they had misplaced my ticket, further delaying my order.

To make matters worse, when my wings finally arrived, they were smothered in sauce despite my explicit request for it to be on the side. Even after reminding the staff, I was met with dismissive responses and excuses. After enduring a 30-40 minute wait, I finally received my food, only to discover that items were missing from my order.

Fed up with the ongoing issues, I expressed my dissatisfaction to the staff member, who only seemed to exacerbate the situation with her defensive attitude. While the food itself was decent, the lack of competent customer service overshadowed the dining experience. It's disappointing to say that it's unlikely I'll be returning to Wood n Hog, as the overall service left much...

I was originally uncertain about Wood N' Hog since I was a big fan of the restaurant previously in this location, but I'm glad I decided to give them a try. It took me a few trips to find the menu items that really won me over, but I'm glad I did keep going back.

The owner, Mike, is a great person and does a lot of good for the community. The staff is always friendly and goes beyond to straighten anything out if there's a problem.

I will admit that some of the menu items aren't really my thing. I can't get into the sandwiches much, but the ribs and chicken are great. The jerk chicken wings are my absolute favorite thing to order, and pretty much all I get there these days. I usually have the mild sauce on the jerk wings and fries cause the jerk seasoning adds a decent amount of heat on its own---and I swear the jerk wings would be fabulous even without sauce---but if I ever do have anything besides the jerk wings I usually step up to the medium sauce.

Give this place a try, and make certain that you try...