BJ's Restaurant & Brewhouse — Restaurant in Virginia

I've eaten here a few times. Never had too many issues until the last time we went. My mother-in-law made a reservation for 10 of us to have dinner for my wife and her brother's birthday. She called on the day before and secured the reservation being told they had it all written down and she was good to go. The following evening my wife and I showed up on time for our 6:45 reservation. Upon approaching the host stand we explained we had a reservation for 10 under our name and that it was set for 6:45. They proceeded to tell us they don't have a reservation for us and wanted to know who we spoke to. My mother-in-law didn't know the name of the man, just the time of day she called. They basically shrugged their shoulders and said well we just don't have it in the system so . . . They didn't offer to get us at the top of the list or even try to rectify the situation. Just told us they didn't have the reservation and basically it would be most likely 2 hours before we could be sat. This surprised me I have experience managing restaurants and never in my life would I have treated a customer this way. I felt as if they were calling me a liar. So I asked to speak to a manager. The manager came to the front almost looking annoyed like we disrupted something, his name was Ryan and he offered even less help as well as lying to us saying they don't take reservations. Yet I looked at the reservation list when I first got there. He also offered us nothing other than to try to seat us in about 2 hours. I might add, parts of the family travelled 3 and a half hours for this dinner. We ended up leaving and eating at the restaurant next door which was happy to help us in any way they could. I will never eat at another B.J.'s again the whole experience truly ruined it for me. Not only did they not care to lose us as customers but they didn't care about the situation. We all felt like a nuisance more than anything and I don't go out spending $600+ on a party of 10 at a restaurant that doesn't care. I would not recommend this restaurant and pray no one's night gets ruined like ours did on a...

This was the worst experience I have ever had . BJs service and food has been steadily declining with each visit but this was the final straw. Went with the family for Valentine's dinner. Initially service was good. However food took almost an hour to come out. You would think the kitchen and staff would have been better prepared for Valentine's dinner. This was not the case. I ordered the Chicken Parmigiana. The chicken crust ended being almost burnt and dry. Spaghetti did not have enough sauce. The biggest issue though was my husband's plate. he ordered the Surf and Turf. We advised the server that the filet mignon was to be medium. Steak came out rare. The server ordered another filet mignon. Again we waited for almost 20 min for the replaced steak. What came was not a Filet Mignon although the server tried to say it was. This was cooked well done and rubbery. How hard is it to cook a steak medium?? The manager had the nerve to ask if it was acceptable or if we wanted to order another steak. It has now been over 1.5 hours and still dinner has not been eaten. Manager said he would comp the dish. Although it appeared like he didn't care either way. We got the bill and they comped the wrong dish. They comped my daughters Filet Mignon dish (cheaper plate) and not the Surf & Turf. They also charged us for the steak they remade which was actually a Tri Tip. At this point we were tired and wanted to end the night so did not argue about the wrong item being comped. However, I do have the following questions which I believe are very reasonable: 1. Although eventually comped, why were we being charged for a replacement when the error was made by you, BJs?? 2. Why was the ordered replacement entered as a Tri Tip and not the Filet Mignon? and 3. Why did the server say it was Filet Mignon when it obviously was not????

BJs you really need to work on your staff and getting your act together. This is an establishment we will not...

Today I ordered takeout/ curbside for Mother’s Day. Which was probably a mistake on my part. I arrived at the scheduled time and found a line of cars waiting outside. I tried calling the restaurant with no answer. So I went inside to check in so I could go back outside to wait in my car. I was shocked to see 40 plus people waiting around the entranceway and bar area leading up to the take out counter. I had to maneuver my way through a crowd of people and walked through the seating area and found an employee. I let her know I was there to pick up my order and that I will not wait inside for my order. She understood and took down my information. She then informed me my order would be ready soon which I was ok with considering it’s mother’s day. An hours plus passes as I’m waiting in my car so I attempted to call the restaurant to cancel my order. Sure enough the phone just rang and rang until someone hung up on me. I ended up going back into the restaurant to cancel my order and the representative I spoke with said she’d be right back and sure enough never returned. After waiting 20 min or so I decided to leave. As I was walking out the door I hear my name being called. I grabbed my order and got out of there as quickly as I could. Finally when I arrived at home my order was messed up which was icing on the cake. Long story short my complaint is about a few things. (1) The restaurant was not following the social distancing guidelines to keep their employees and customers safe. I thought 10 people max was the standard. Why couldn’t they have met customers at the front door and capture info so once the customers food is ready they can either call them or simply walk it to the car.? (2) Where was the manager during this time? I heard several other customers trying to cancel orders with no success. Lesson learned in these times it maybe easier to just dispute a credit card charge instead of trying to do the...