Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/31/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have pictures to prove the issue, but this business advertises a smoked sausage on Texas toast with coleslaw on top. The coleslaw is never included. Even when i verbally request the product be made as shown. They have it on signs, on the app, and in pictures of the product. But I have to talk with staff to include what they are advertising. the business should change the description and picture on the menu in person and digitally or actually include the topping every time as promised. I don’t even care if they take away the coleslaw option and make you pay for it as a side, but I pay for the product as advertised and do not receive it. This happens on multiple occasions. I don’t want compensation, I want honesty and transparency. If you advertise a topping for a product but leave it off, that is false advertising.
Business response
01/03/2024
Good Afternoon, We did not receive direct contact from this guest about this concern in the past to Guest Services. We will reach out directly to the guest and also forward these comments to the Market Leader in charge of this location so additional training may occur. Thank you!
Initial Complaint
12/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
these people are non cooks, and they are so unprofessional, its so ridicules, they never have the foods you are looking for they run out of chicken, they run out of ribs, and they get mad when you say, you burnt my kids chicken tenders, so when I go in to order, I say please make my kids food fresh and they get an attitude from the cashier to the manager *****, I have the right to speak my mind if something is not right. I was their last Sunday and I was disgusted because the cashier had a mop and a mop bucket at the register while taking our orders and all you can smell is dirty bleach, that should wait to the end of the shift or wait until the customers are gone. the water and mop was black, and she was taking our order with an attitude, like we did something to her, its just always a problem with the cooks as well, a man and a women, who is not my cup of tea, even though I asked for fresh food, the women cook still Brought my kids out cold food, and then got an attitude when I gave it back to her, they are the worst in customer service and they all came from reynoldsburg and it shows,Business response
12/18/2023
Good Morning, ********* has not yet reached out directly to Guest Services with City BBQ. We will reach out to her to resolve her concern today.Customer response
12/18/2023
I accept the business's response to resolve this complaint.Initial Complaint
09/05/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an online order on 9/5/23 through the city bbq app/online . (Not a 3rd party service ) Order number *****************. Aloha order Number ****** My order was accepted and paid for and ready for pick up. I arrive at the location of the restaurant 5979 East Main St,43213. I arrive at the counter only for the pick up agent to tell me that they are all sold out of the product I ordered and PAID for . I asked for a refund and was refused a refund and I would need to go online to request a refund and if that doesn’t work come back up the location to request a refund . However there isn’t a place online to request a refund . Why should I be inconvenienced? And I never received the product I paid for .Business response
09/06/2023
Good Afternoon *****
Thank you for reaching out. We also did receive your email and have responded to you (this may be in your junk promotions folder) We are so sorry to hear that our Reynoldsburg location was out of ribs, but happy to provide a refund as requested. Please give us a call at (614) 755-8890 - selecting the option for a concern with an order - the Guest Recovery Representative will get your card information so that we may issue a refund.
Thank you!
LeAnn D***** | Guest Relations Manager
City Barbeque, LLC | 5168 Blazer Parkway, Dublin, OH 43017
******************* | www.citybbq.com | *************************Customer response
09/06/2023
I accept the business's response to resolve this complaint.
Regards,
**** ******Initial Complaint
03/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 3/1/2023 around 4pm i placed a pick order to the city bbq in Greensboro,NC on Lawndale Dr. L, I received notification via email that my order would be ready at 430pm. Upon my arrival to the location I entered the establishment at 430pm. A male employee stated they were “working on my order.” I say ok and wait patiently because it is understandable that times can vary when it comes to picking up food. While I’m there I notice people coming in after me receiving food and their orders, I notice people at the drivethru window being served and I still have nothing. So 15 minutes go by and I keep noticing a tall white male with wrangler jeans, red sweatshirt and black shoes walking around and he keeps passing me by and in my mind I’m assuming he’s a manager of some kind. He doesn’t even acknowledge me nor do any of the other employees. Finally at 5pm another employee asked for my name and tells me we don’t have the items you ordered would you like to substitute. I was kind of flabbergasted not only have I waited 30 extra minutes for my order, I am also expected to wait longer to have it fixed. I was very disappointed I drove 15 minutes out of my way for this poor service. I will not patron this location again. Please consider hiring and please consider training employees on customer service especially your management. I hope to see my monies refunded. I too work in customer service and the way I was dismissed and waiting as a customer was unacceptable.Business response
03/02/2023
City Barbeque Guest Services was not contacted directly by this guest via our website, phone, social media or survey. We will reach out to this guest to resolve ASAP.Customer response
03/02/2023
I accept the business's response to resolve this complaint.Initial Complaint
11/02/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was in my local store, Fishers, Indiana on Sunday October 23rd. I placed a large order to go and scanned my app to earn points. The order was right at $110 (I have saved the receipt) but I never got any points added to my account. There is also no barcode on the receipt to be able to add the points myself. I also was missing 2 entire meals when I got home (2 sandwiches with 2 sides each). I tried to call the store that day but never got through to anyone. I contacted through the website on the following Monday and then again on that Friday but have not received any response. I would like the 2 missing meals resolved, which totals over $30 as well as the points that I earned. I have since tried to call the store again but was put on hold waiting for a manager and then hung up on.Business response
11/08/2022
Guest was emailed 10/24 and we have yet to receive a response to our inquiry in regards to this concern. We have reached back out to the guest.Initial Complaint
06/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On February 14, 2022 I purchased an order in the amount of $82.96 in which I never received through delivery, I spoke with several employees this day but they had left over food but not what I ordered or wanted! I took for granted my bank reimbursed me after I disputed it but I was wrong, iduring this time I had a lot going on!! so I called a supervisor in May, after looking at my bank acct to find out it was charged, he told me he would send me out a gift card and I never received that, I talked to him several times before this happened , today June 4, 2022I called no results, as I said this supervisor found my payment log and all info off order, I told him they tried to deliver at 6:30, he told me they had already closed by then being Super Bowl Sunday , so they could have never delivered it, my delivery was at 4;30 pm! He also stated they had problems with delivery service, either grub hub or door dash!!!Business response
06/06/2022
We will follow up with this guest asapBusiness response
06/06/2022
We will follow up with this guest asapInitial Complaint
09/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
November and December 2020 I purchased large holiday meals from the City BBQ, Durham, NC location for both Thanksgiving and Christmas 2020. For these holidays, you must place your order in advance and provide a credit card. On the day of scheduled pick up, you simply walk in and pick up your meal....no transactions occuring. I was told on both occasions that my $150+ puchase would be credited to my City BBQ points. On both occassions the points were not credited to my account and I also did not receive a receipt. I contacted the restaurant manager who promised to correct the issue and it was never corrected.Business response
10/21/2021
Hi ******,
We have checked your rewards account and see that both orders you received points for your order January 1, 2021 but not the previous one - I can go ahead and add those points for you!
Redeemed Redemption *******
Initial Complaint
09/21/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Friday 9/17 at 4:45 pm I placed order number ********** through their website for delivery. After I submitted my payment I was informed that door dash would be delivering it around 5:15pm. When dasher ****** P arrived she handed 2 kids lemonades and a half slab of ribs. I immediately called the store and after 25 minutes on hold spoke to a rude man named “Brandon” who did not believe me but offered to put the order in a second time and have it delivered by another dasher. 10 minutes later I get a text saying the dasher was experiencing issues at the restaurant and the delivery had been canceled. I called the corporate office numerous times and no one picked up the phone. I have called the restaurant and spoke to the manager on duty “John” on 9/21 who says he can not pull records from “that far back” 9/17-9/21 and said I can have an in store credit or he can remake the order. Door dash keeps telling me I need to get my money back from city bbq and vice versa.Business response
09/22/2021
LeAnn has contacted ****** to apologize and obtain information to issue guest a complete refund. LeAnn will also be mailing a gift card to the guest so that she may order from us again.Customer response
09/22/2021
I accept the business's response to resolve this complaint.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
11 total complaints in the last 3 years.
4 complaints closed in the last 12 months.