Dickey's Barbecue Pit

This ordeal was totally outrageous! Before ordering food, I should have checked Google reviews for this location, which is only 2.9, while the rest of the local sites are much higher. Our delivery order was the XL Pack and 15-piece smoked chicken wings.
The total was $144.66.
We chose smoked ribs, sliced beef and chicken for the 3 meats.
After the order was accepted and paid for through PayPal, the Dickey’s webpage highlighted the "food was on the way" (3of 4 steps). Soon thereafter they called and said they were out of ribs.
We originally requested a refund, but the associate said she didn't know how to do it and needed to call the manager to find out what to do.
To make it easier we decided to replace the ribs with half/half pulled pork and sausage. The deliver came pretty fast, but the chicken wings were missing, there wasn't any sauces, napkins or utensils.
(my sister's had some BBQ sauce and utensils as seen in the photos). I called back and let them know and they said it's the 3rd party delivery service that didn’t give us all they took.
One of many problems is that it said “Dickey’s delivery” not 3rd party.
I got in touch with the lady that was driving, and she said she gave us everything she received.
The bag had plenty of room for the missing items, so I believed her. I then called Dickey’s back she said the manager will call.
A few minutes later the manager called and right away he was very rude and upset.
He started explaining about being out of ribs.
I let him know that was resolved and the problem was our missing food. He never apologized for the order being wrong and all the confusion.
He then accused me of cursing out the employee.
I am a Christian and do not curse.
I told him that the conversation with the young lady wasn't heated and especially not bad language.
She actually acted professional, and I allowed her to try and resolve the issue. He then went on to say his employees don't lie to him which means he just called me a liar.
He then told me he would refund the order and to never call this Dickey’s again. I believe he was the one that lied because he assumed since the service was so bad that I must have been mad and cursing.
The truth is I believe he’s the one that was angry because he had to deal with this on his off time. Obviously, Management is the problem here.
As in, not cooking enough food, having no one onsite that can perform basic manager functions like a refund and being an unprofessional hothead that gets mad at the customer because of this unacceptable way of running a restaurant.

Owner response

The customer service was great.
Set everything out..
When catering food, it should be continously hot with burners.
Once i got everything opened for the staff, food was already cold.
The macaroni and cheese was the only thing i enjoyed unfortunately.

Owner response

Just another place with employees that don’t speak English so they mess up your order because they don’t understand you and you don’t understand them. Hire whoever you want but when that affects the service you are providing you should do something about it. Got the 3 meat for takeout and they gave me spicy sausage rather than spicy sauce and the worst part of it - no toast which I noticed when I got home, was not going to drive back for it but upsetting . It makes sense why the place was empty at noon on a Monday. Pork was good, chicken way too dry and sausage was also very dry.
Only thing i can recommend is the pulled pork

Owner response