I am not a big fan of Jerome Brown BBQ, but have occasionally eaten there. I recently placed a call in order (mother of 2 small kids didnt want to wait in line) I was told to give them 20 minutes to make sure the order was hot/fresh (note one of my side dishes was fries). I called in at 6:40 pm. Picked up the order at 7:02 pm exactly. In a hurry to get in out of cold I didn't check my order before I left, I just paid at the walk-up window and left. Got home and the order a huge disappointment. The bread was stale. One of my side dishes was not what I ordered (cole slaw when i ordered baked beans). The fries were hard (no where near fresh). You can tell the difference between fries that were fresh that just got a little cold as opposed to fries just improperly cooked. You could just look at them and tell they were old, dark and fried in old grease. i immediately called back up to the restaurant and explained the situation. The cook even acknowledged oh I did mix up the sides. There was no sense of concern or understanding. Well just bring it back to us, we need to see it! You know what you packed and sent out. I explained to them I have two small kids and the inconvenience to return with them in tow. I asked if I could take picture and bring food back next day. Of course they didn't agree to refund only offered to replace my sides at a later date. I left a message for the owner Mr. Brown to return my call about my experience. My entire appetite was spoiled and I hated to even feed my kids something I wouldnt eat. I only let them have the chicken the only thing that was really edible. I called the restuarant and spoke to Mr Brown himself the next day. Overall very disappointed with my conversation. I asked if he had been given my message about my experience and he acknowledged yes. He immediately reinforced we dont give refunds. I reiterated i dont usually asked for a refund especially on food but there are times when situations warrant a measure of goodwill, especially when you acknowledge a mistake, food order not only mixed up but not fresh (stale bread), improperly cooked (fries over cooked and cold). He reluctantly agreed to replace the order at a later date, by reiterating that it was against policy to even replace the entire order. I felt like I was having to convince him to make the wrong right instead of him wanting customers to have a good experience. He thought it was more appropriate for me to accept that sometimes you just might get a bad order (his words).
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