Verna A.
Google
What's happened to the customer service?
My family and I have been coming to Nate’s Barbecue since they opened in Northeast Mesa. Every year, we order the family meal for our New Year’s Eve/New Year’s Day dinner.
The customer service used to be excellent. The front staff was always friendly and professional. Over the past year, however, service has rapidly declined.
Today was the last straw. On Tuesday, December 30, I went in to pre-order our meal. I waited an inordinate amount of time before anyone came to take my order. The person who finally helped me was friendly but struggled with the order.
Today, when I came to pick up the meal, I asked for a container with a lid for pickles, jalapeños, and onions. The employee looked at me strangely and suggested using tiny sauce containers instead. I explained that would require an insane number of containers and that I am always given a container with a lid. After some attitude, she eventually brought me the container.
She then stayed in the back while the order was being assembled, and I had to ask for the container for the barbecue sauce, which should have been brought out with the family meal. Despite the poor service, I showed grace, said nothing rude, and wished everyone a Happy New Year on my way out.
When I got home, I discovered the order was wrong. Instead of 3 pounds of pulled pork, I received pork ribs. My family does not eat ribs. The sides were also noticeably skimpy compared to past orders.
I called the restaurant and returned to pick up the correct order. I showed the employee (the same one) the order receipt and a picture of the ribs to prove I was not mistaken. She immediately became rude, claiming the slip “looked like an R” and that she assumed it meant ribs. I pointed out the order slip clearly separates ribs and pork; she responded, “Well, at least you have free ribs,” walked off, and brought the correct order with no apology.
I can show grace in many situations, but I will not tolerate rude, careless, and uncaring behavior. No customer should have to return home and then come back because the restaurant got their order wrong.
I hope the owner addresses this issue. I do not want to have to go to a different barbecue restaurant, but I will if service continues to be this poor.