Gina B.
Yelp
A friend and I recently visited Billiken's Smokehouse in downtown Fredericksburg, eager to find a good BBQ spot. We drove from Woodbridge, VA to Fredericksburg, VA (about 27 miles or 40 minutes without traffic) to try this place on June 8.
As first-time visitors, we were greeted by the hostess and promptly seated. We chose to sit inside and noticed several servers passing by within the dining and outdoor seating areas. Despite being seated by the hostess, we waited patiently for a server to greet us or take our order. One server, who was attending to three other tables in our area, did not stop to serve us. As a black couple, this was concerning, but we decided to wait and see what would happen.
After being overlooked several times, the server finally approached us and asked, "Has anyone come to take your order?" We politely said no, and she immediately apologized and took our order. We ordered two mixed drinks, two entrees (two meat platters of pulled pork, brisket, sausage, and ribs with sides), and a dessert.
Our food was delicious--hot, fresh, and quick. We had no complaints about the food itself; however, the customer service was poor. Another frequent customer even noticed our experience and advised, "Don't let the service ruin your meal; the BBQ is good," before leaving. To make up for the poor service, our server credited our two mixed drinks as a courtesy. We accepted this offer, left satisfied with the food, and decided we would give Billiken's another try because of the quality of the BBQ.
Fast forward to July 4. We decided to have BBQ at home for the holiday. Considering the potential for high order volume, I called ahead to place a take-out order, especially given our 40+ minute drive each way. The hostess acknowledged my request and transferred me to another representative for take-out orders.
I indicated to the second representative that I wanted to order a full rack of ribs, pulled pork, and brisket. Unfamiliar with the serving sizes and prices, I inquired further. She said it was sold by the pound and transferred me to a third representative. After waiting three minutes without a response, I hung up.
On both occasions--dining in and attempting take-out--we experienced poor customer service. We wanted to like Billiken's because of the BBQ, but the combination of travel time and subpar service led us to decide not to return. It shouldn't take three representatives to handle a phone order, especially on a busy day like the 4th of July. Your staff should be knowledgeable about pricing and serving sizes to quickly respond to customer inquiries.