Lucilles Smokehouse BBQ

I was not treated well by your Manager Penny & Danica but other Mgr Augney was very warm & nice.. poor customer service.

They didnot even apologized xcept Augney who was warm & human. I Hosted a party for my 31 yr old daughter @Concord 7/23 at 6pm .server Letty was great but food was dry,took so long to come out. salad came out quick but main course took forever.so disappointed when it came out - how it was presented to us-on a tray! I had parties here several times & food was plated nicely.

ate one short ribs bc i was hosting.mentioned to Letty why foodtray but was told thats how it was.didnt have time to complain bc guests were hungry..left the resto after 10pm. husband was whining at the parking lot that the food was dry.ignored him bc were tired & didnot believe him until after fewdays I spoke with siblings asked re food & said they were dry & why food was presented horribly.

the next day on the 5th day after the party I called some of my friends who attended the party & asked them as well. said the same thing.dry & were not happy how the food was served on a tray??gathered the facts & called Lucilles - asked for Penny the mgr. Penny never to talked to me.Danica Mgr was the one dealing with me.she was so defensive & has no customer service qualities.

she asked me why only now (7th day) did I call & should had complained at the party, etc.told her I needed to gather facts & asked my family/friends about the food & service.. she was bashing me -telling me that I should have complained @party, etc she offered me $50 gift card & said no. I paid $1400 for for 20-25 people & demanded at least $400 credited back to me.called later that afternoon asked for Penny but it was Danica who picked up.Penny never talked to me -very poor customer service practice.they only gave me 2 lbs of tri tip & 2 lbs brisket & biscuits. was told that was the only thing they can offer.just want my moneys worth & would like my family & guests to be happy with the food.Also I took pictures of the food & realized that I was supposed to get 9 super size sides right?

In the pics it was just showing that I only have 8 sides (including the extra 2 sides of jalapeno cornbread & okra which I paid extra for)

Penny never called me or talked to me at all - she was the one I was talking to in the beginning. She was the one who booked my reservation.

Again I just want to get my moneys worth & dont want to create any issues with these managers..

when I got the 2lb tri tip & brisket.. Danica didnot even came out.she passed it on to Augney who was nice enough & apologized.. but those 2 managers Danica & Penny were a snobbed & never apologized.

instead this Danica was stern & scolded me of not calling their attention @time of the party, etc I felt I was not treated properly by these managers & was talking down on me I was kinda put down by Danica just becoz..really poor customer service traits ..

I hope you will resolve my issues so I can hold parties here again. I had parties here before but this is the first time that this happened to me..

We would like to make a comment of our unpleasant experience with the service and food at the Chino Hills, CA location. My wife and I were dining in on Feb.

7, between 5:30pm - 6:30 pm. We sat near the kitchen entrance, right behind the waitress/waiter booth,

We had the beef nacho appetizer. It had very little cheese, sour cream, and guacamole. The meat was not fully cooked, and a few pieces were rubbery, THe fresh cut fries were extremely disappointing, very soft, not crunchy, and we did not like the taste.

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Service by a young waitress with glasses (forgot her name) only checked on us only once, we had to get a waiter to help us get our check, two containers.

We were very impressed with his service, responded to our request within 60 secs, even though he was very busy. He also voluntarily gave us warm wet towels!

Hopefully, you will relay this message to the Chino Hills Manager/owner, because we emailed our complaints on 3 occasions, and still no response!

Dear Customer Service Staff,

We would like to make a comment of our unpleasant experience with the service and food at the Chino Hills, CA location. My wife and I were dining in on Feb.

7, between 5:30pm - 6:30 pm. We sat near the kitchen entrance, right behind the waitress/waiter booth,

We had the beef nacho appetizer. It had very little cheese, sour cream, and guacamole. The meat was not fully cooked, and a few pieces were rubbery, THe fresh cut fries were extremely disappointing, very soft, not crunchy, and we did not like the taste.

Service by a young waitress with glasses (forgot her name) only checked on us only once, we had to get a waiter to help us get our check, two containers.

We were very impressed with his service, responded to our request within 60 secs, even though he was very busy. He also voluntarily gave us warm wet towels!

Hopefully, you will relay this message to the Chino Hills Manager/owner, because we emailed our complaints on 3 occasions, and still no response!

Sincerely,

Jeff & Cora Natividad

(Former business owners)

P.S.

Also very expensive with no senior discount. In the future, we plan to visit Lucilles at another location.