ComplaintsforJohnson's BBQ Shack, LLC

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The transaction was for our wedding on 10/28/2023 we paid for 175 people at ***** a person. They only brought food for 165 people and 12 people didn't show up that we know of for sure. We ran out of food and had at least 15 people not get a full meal do to them running out. They did bring more food later in the night after everyone was already done eating and had cake and no longer anted the food. When I contacted them about this on Monday 10/30/2023 they told me to email the owner to ask for the refund. My wife emailed the owner ********************************* where he emailed back stating it was our fault we ran out of food but he would still issue us a refund for 30 people. Since then we have no heard form Johnsons BBQ, and they are ignoring our calls. I went into the business after returning from our honeymoon on 11/13/2023 and an employee stated he understood our predicament and that it was through us and ********* on that matter. I have called the owner three times now and left two voicemails without a response. I'm running out of options and patience on this matter and would love to have a resolution and an apology form the owner.

  Business response

  11/15/2023

  Owner has issued two different refunds and the cards are no longer active thus unable to complete the refund process.  Communication has been open and ongoing via email and our credit card processing company can't refund to cards not on file.  We are trying to get a resolution and will once, we hear back from SQUARE what happens to the refund most recently submitted.  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired ********* BBQ Shack to cater my wedding on September 29, 2022 and received a catering performance that failed to meet the agreed upon contract. I was quoted and paid a total of $4,286.16 for the company to provide enough buffet style food for 144 individuals. I had 111 individuals in attendance per my guest log book including myself and my wife and the company failed to have enough food to serve 33 less people. Appetizers ran out within minutes and left every single person that was a part of my bridal party, and both sides of our family without food (33 individuals). Additionally, the caterer admitted to running out of food and had to send a worker to retrieve more for dinner service forcing my guests to wait for food in an already limited amount of time. Two tables full of my guests had to wait close to 15 minutes before they could be served and they still did not receive portions that they were satisfied with after talking with them. I reached out to the company to express my dissatisfaction with the company's performance and to request a refund only for the parts of the contract that they failed to meet. I originally asked for a refund for 22 dinner portions and 33 appetizer portions but my numbers were wrong. It should have been 33 dinner portions and 33 appetizer portions. Either way, the caterer and company owner refused to refund me for the lower numbers for their mistakes stating "the owner and I do not see that this merits a refund".I am now seeking the help of the BBB in obtaining a refund from the company for 33 dinner portions and 33 appetizer portions because I paid for significantly more individuals than were in attendance and the company still could not successfully serve my guests per the agreed upon contract. I am only asking for what they didn't provide. The breakdown that I am seeking in a refund is as follows per our contract:33 dinner portions x $17.50/person = $577.50 33 appetizer portions x $3.00/person = $99.00 Total = $676.50

  Business response

  12/10/2022

  The customers paid for 144 portions of appetizers.  72 portions of meatballs and 72 portions of cheese and crackers with meats.  Cocktail hour was roughly 60 minutes.  I am aware 144 portions were consumed before cocktail hour ended. 

  As stated in the email screen shots you received from the customer, in 120 weddings that I have catered I have never gone through so much food so quickly.  We set up our food buffet style and the guests can help themselves.  I recognized about half way through service that we would need more food.  At that time I sent my employee back to the restaurant to get more food.  As stated in the customers screen shot of the emails, we did run out of pulled pork and green beans for ***** minutes.  There was still pulled chicken, sweet corn casserole and mac and cheese during that time.  The buffet was then restocked and made available to all guests until the reception progressed into first dance, cake cutting, ect.  The food was then moved into the kitchen and the staff was able to all come in and get a plate.

  I could understand a refund if guests were left hungry with nothing to eat but the issue was rectified and food options were available to all in attendance.
  

  Customer response

  12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Food being unavailable to my guests during any period of time regardless of circumstances is unacceptable considering our contract which shows that they agreed to provide food for more individuals than were present. If there were 144 people there like I paid the company to cover for, this performance wouldve been a disaster. But there wasnt, there was 33 less individuals and it was a struggle to cover that many. Priding the company on being able to provide great food as they state in a previous email also means that it needs to be provided as advertised and as agreed upon. If you had to send someone to get more food it means you did not prepare enough; which is a failure to meet the agreed upon contract. Running out of appetizers that fast and leaving numerous guests without a serving is unacceptable given a limited timeframe event. You cannot call it a successful catering performance and believe you should not have to provide a refund for the failed portions. 
  
  Regards,
  
  *********************
  

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