250 replies to this topic

[Darth Lefty]

BBQ is fast food for anyone except the guy that made it, so he makes a lot of it. They don't make your pull pork to order. That's the whole point, that's the business model. The only reason McDonald's doesn't do it is that nice cuts of meat are too expensive and they can't trust their staff or customers with anything sharper than a spork.

[DickeysFolsom]

No update from me. After my last poor experience there Ray promptly sent me a message indicating his concern and asked for my number so he could call me to discuss. Great customer service. Unfortunately, he never followed up after the initial concern.

Oh lord I don't know what went wrong but I have not received the message with your number or I just don't know how to access it.. since that time I have not been on here for a few weeks - - Would you be prepared to email your number to me at dickeysfolsom@gmail.com? I promise to call as soon as I get it!

I know people here have some concerns about the restaurant, all are valid if they are concerns, however in some cases I think we are being unfairly criticized.
We are not a fast food restaurant like McDonalds - we don't flip burgers, and we are not a full service restaurant like Lucille's either. I think this is a part of the problem, people want to categorize us and put us in a pigeonhole so they can compare us.
I have been out of town in Dallas for almost 4 weeks at Dickey's corporate. Many of the things that people complain about are actually directives from corporate. Dickey's insist we have a person on the block cutting the meat as they arrive. We could of course have it all cut and chopped ready so that we can be slotted into the fast food restaurant mold. But then people would complain that it has been sitting and is dry and not fresh... can't flash fry brisket can you?
We cannot go the full service route because that would entail putting the prices up and put us in the Lucille's bracket - their 2 meat plate is 23.95 - ours is 10.95! Many of our customers say our meat is better and more tender than Lucille's, for less than half the price. What Dickey's is trying to do is bring quality BBQ to people at a reasonable price, and I think in most cases we succeed. But we are not going to please people who want food served immediately on Sunday's when we have large crowds of people - they are there because they are getting something for nothing - kids meals and free ice cream. I have taken my concern to Dickey's about the bottleneck of all customers going through the one meat serving station, but they insist that this is the way for it to be done. In my opinion and in hindsight I would definitely have two meat stations feeding the sides station, but this store cannot accommodate that or I would already have done it. In my next store I will for sure do it.

I am truly sorry that I cannot accommodate everyone's wishes and wants at Dickey's. I really wish I could. With regard to free pickles - Dickey's eliminated this because the cost became prohibitive. You can thank the members of the public who regularly filled the yellow cups to the top with them and took them home, or took five at a time only to leave them on their plate uneaten. Sorry folks but when we give something for free there are always those that abuse it. The ice cream is given out as a courtesy and as a nice thing to do for our customers - but it is free! People complain that it is not chocolate, or that the machine is down - yes due to heavy use it does occasionally break down - I know it shouldn't and we ought to know better than to let it happen - but we fail sometimes to keep it going from 11 to 9 - especially when people bash it, or twiddle with the controls, or pile cones a foot high and watch as it topples onto the floor. The machine gets a lot of use and abuse!

Last Saturday a family came in with two kids, they brought two yellow cups in with them and proceeded to fill them from the soda machine and then made a float with the ice cream. The daughter came to the register when the cashier's back was turned and helped herself to a big yellow cup which she proceeded to fill herself with ice cream and root beer. These people had not ordered a meal, neither had they any intention of doing so. When confronted about it they became abusive and hostile and left the manager in no doubt about how displeased they were that anyone dare to challenge them. Trust me this is not an unusual occurrence - restaurants have to be whiter than white and be seen to provide the perfect experience to all comers - even though the real variable is the customer - not the restaurant.

Again I can only apologize to anyone who is not happy with our restaurant, or our service, or our food. I know it is no consolation - but we do have hundreds if not thousands of customers who come back time and again and tell us that they love our food, that our staff are the friendliest and most attentive and that our prices are reasonable and fair. Everyone has their opinion of what good barbecue is, but just because someone says it is "just ok" does that make it so? It is just an opinion and what is it really based on? One person's experience and taste - should we be damned because of that?
My restaurant has plenty of customers who support it and so we must be doing something right! If we don't do it right for everyone then again I am really sorry - if it is my fault then I will do my best to put it right. But if someone just does not like the barbecue sauce, or the pulled pork is just too porky, then there is little that can be done to appease that customer. To summarize - If you really are in a huge hurry then go get fast food - we are not a fast food joint. We also do not charge the prices you expect to pay in a full service restaurant.
Dickey's is going to continue to serve the meat the way it is served. For many people this is not a problem and they will continue to return. For others the way we work is just not acceptable to them and therefore they will leave our restaurant off their list of places to eat. I get that! I don't like Olive Garden - it doesn't suit me but it doesn't make it a bad restaurant.

For those that are interested we do monitor complaints by customers through the Dickeys customer feedback system and in September we had one negative complaint. We served a total of 2724 customers in the month. 2724 customers is not an insignificant amount. I do not take this number for granted, I am truly grateful for the loyal customers that are happy with us and continue to support us as they do.

Kind regards

Ray

[4thgenFolsomite]

Ray, love you, love the restaurant, love the staff. and, as they say, "you can't please all of the people all of the time." you are clearly pleasing most of the people most of the time and doing a great job of it. hang in there! and, tell me, are people as abusive of free things (like the free ice cream, etc.) in England? I'm just curious how we compare. My neighbors are English and very polite. I can't imagine them allowing their kids to act this way. Of course, my neighbors are also exceptional!

[Steve Heard]

Ray, I think that folks appreciate the fact that you have the guts to come out on a public forum to plead your case. You will be successful because you show that you care.

No one and nothing is perfect, but people appreciate effort and concern, plus you have great product.

I'll pop in and see you soon

[DickeysFolsom]

Ray, love you, love the restaurant, love the staff. and, as they say, "you can't please all of the people all of the time." you are clearly pleasing most of the people most of the time and doing a great job of it. hang in there! and, tell me, are people as abusive of free things (like the free ice cream, etc.) in England? I'm just curious how we compare. My neighbors are English and very polite. I can't imagine them allowing their kids to act this way. Of course, my neighbors are also exceptional!

Thank you so much! I think people are just people, you get those who see the good in most everything, those who only see the bad, and those who see a bit of both! Unfortunately it is usually only those that see just the bad that love to write on forums and YELP and such places. Most like you to believe they are writing their review to help others but in reality it is nearly always in an attempt to cause harm to the business they review. Some people just don't want to have a good experience! Some do have valid complaints and I will do my best to address them if I can.
We don't actually give away a lot of free stuff in the UK, but I have to admit to being quite shocked at how rude and aggressive people can be here when given the opportunity. My staff have been screamed at by people wanting to make root beer floats because the root beer needed changing - they simply have to ask nicely and it's done in a flash! We just don't have a monitor on it that rings an alarm when it runs out! And you should see the kids that are encouraged to fill cup after cup with ice cream which is either thrown on the ground in the parking lot or left piled high on the table in the restaurant along with 10 or 12 cups of untouched BBQ sauce... which we have to throw away...

Ray, I think that folks appreciate the fact that you have the guts to come out on a public forum to plead your case. You will be successful because you show that you care.

No one and nothing is perfect, but people appreciate effort and concern, plus you have great product.

I'll pop in and see you soon

Hey Steve

Thank you my friend! Appreciate your support as always

Ray

[4thgenFolsomite]

We don't actually give away a lot of free stuff in the UK, but I have to admit to being quite shocked at how rude and aggressive people can be here when given the opportunity. My staff have been screamed at by people wanting to make root beer floats because the root beer needed changing - they simply have to ask nicely and it's done in a flash! We just don't have a monitor on it that rings an alarm when it runs out! And you should see the kids that are encouraged to fill cup after cup with ice cream which is either thrown on the ground in the parking lot or left piled high on the table in the restaurant along with 10 or 12 cups of untouched BBQ sauce... which we have to throw away...

I suspected as much about American rudeness. I don't believe it would have happened 30 years ago or even 20 years ago. We have become much more classless as a society. It's unfortunate and embarrassing.

I'll be in soon for my usual sliced brisket basket with bbq beans and coleslaw, Ray. Cheers!

[DickeysFolsom]

I agree except when they charge you for the kids meal when all kids are free on Sundays. How can that mistake be made....
Its a good deal if there is minimum wait. The bbq is okay-not great, but certainly satisfactory (in my humble bbq opinion).

The mistake can be made because the kids meal has to be rung up and then the kids meal is credited. The reason for this is that there is one free meal per paying adult. If there are three kids and two adults then one kid meal is paid for...in this case it seems the kids meal was not credited, but I am sure you noticed and it was corrected right? If not then I will absolutely have you a refund sorted out! I apologize for this error.. on a Sunday we are very busy with so many families eager to get as much for free as possible, and once in a while people make mistakes...and yes I know that is unforgivable. Perhaps I should fire the cashier for being human!
With regard to the BBQ not being great, fortunately we have thousands of customers that would disagree with that statement - and they don't come just to get the free handout :-)

[Gina99]

BBQ is NOT fast food. If you want fast food go to Mickey D's

The biggest problem with people (especially here in California) is they are always in such a damn hurry to get in, stuff their face, and get out.

Make an experience out of it, talk to your kids, and take in some of that good ol smoke. Thats the only advice I can give you...

I have been to many counter service barbecue places in the area and outside, including out of state. I have never had to stand at the counter and wait so long to watch someone slice the meat, then move along and wait for the sides and then wait at the cashier for, again, quite a long time. How does one make an experience out of that? Yes, many of the places that I have enjoyed have allowed for time to sit and wait for the food at a table and maybe even have a beer while I wait for my food.

[4thgenFolsomite]

I have been to many counter service barbecue places in the area and outside, including out of state. I have never had to stand at the counter and wait so long to watch someone slice the meat, then move along and wait for the sides and then wait at the cashier for, again, quite a long time. How does one make an experience out of that? Yes, many of the places that I have enjoyed have allowed for time to sit and wait for the food at a table and maybe even have a beer while I wait for my food.

like the owner said, he has no control over the set-up. its what his corporate office requires them to do. complain to Dickeys, don't complain to a franchise owner who can't change the policy.

[Gina99]

like the owner said, he has no control over the set-up. its what his corporate office requires them to do. complain to Dickeys, don't complain to a franchise owner who can't change the policy.

Huh? Just replying to Sandman about enjoying the restaurant experience here.

[GoodFellas]

Oh lord I don't know what went wrong but I have not received the message with your number or I just don't know how to access it.. since that time I have not been on here for a few weeks - - Would you be prepared to email your number to me at dickeysfolsom@gmail.com? I promise to call as soon as I get it!

I know people here have some concerns about the restaurant, all are valid if they are concerns, however in some cases I think we are being unfairly criticized.
We are not a fast food restaurant like McDonalds - we don't flip burgers, and we are not a full service restaurant like Lucille's either. I think this is a part of the problem, people want to categorize us and put us in a pigeonhole so they can compare us.
I have been out of town in Dallas for almost 4 weeks at Dickey's corporate. Many of the things that people complain about are actually directives from corporate. Dickey's insist we have a person on the block cutting the meat as they arrive. We could of course have it all cut and chopped ready so that we can be slotted into the fast food restaurant mold. But then people would complain that it has been sitting and is dry and not fresh... can't flash fry brisket can you?
We cannot go the full service route because that would entail putting the prices up and put us in the Lucille's bracket - their 2 meat plate is 23.95 - ours is 10.95! Many of our customers say our meat is better and more tender than Lucille's, for less than half the price. What Dickey's is trying to do is bring quality BBQ to people at a reasonable price, and I think in most cases we succeed. But we are not going to please people who want food served immediately on Sunday's when we have large crowds of people - they are there because they are getting something for nothing - kids meals and free ice cream. I have taken my concern to Dickey's about the bottleneck of all customers going through the one meat serving station, but they insist that this is the way for it to be done. In my opinion and in hindsight I would definitely have two meat stations feeding the sides station, but this store cannot accommodate that or I would already have done it. In my next store I will for sure do it.

I am truly sorry that I cannot accommodate everyone's wishes and wants at Dickey's. I really wish I could. With regard to free pickles - Dickey's eliminated this because the cost became prohibitive. You can thank the members of the public who regularly filled the yellow cups to the top with them and took them home, or took five at a time only to leave them on their plate uneaten. Sorry folks but when we give something for free there are always those that abuse it. The ice cream is given out as a courtesy and as a nice thing to do for our customers - but it is free! People complain that it is not chocolate, or that the machine is down - yes due to heavy use it does occasionally break down - I know it shouldn't and we ought to know better than to let it happen - but we fail sometimes to keep it going from 11 to 9 - especially when people bash it, or twiddle with the controls, or pile cones a foot high and watch as it topples onto the floor. The machine gets a lot of use and abuse!

Last Saturday a family came in with two kids, they brought two yellow cups in with them and proceeded to fill them from the soda machine and then made a float with the ice cream. The daughter came to the register when the cashier's back was turned and helped herself to a big yellow cup which she proceeded to fill herself with ice cream and root beer. These people had not ordered a meal, neither had they any intention of doing so. When confronted about it they became abusive and hostile and left the manager in no doubt about how displeased they were that anyone dare to challenge them. Trust me this is not an unusual occurrence - restaurants have to be whiter than white and be seen to provide the perfect experience to all comers - even though the real variable is the customer - not the restaurant.

Again I can only apologize to anyone who is not happy with our restaurant, or our service, or our food. I know it is no consolation - but we do have hundreds if not thousands of customers who come back time and again and tell us that they love our food, that our staff are the friendliest and most attentive and that our prices are reasonable and fair. Everyone has their opinion of what good barbecue is, but just because someone says it is "just ok" does that make it so? It is just an opinion and what is it really based on? One person's experience and taste - should we be damned because of that?
My restaurant has plenty of customers who support it and so we must be doing something right! If we don't do it right for everyone then again I am really sorry - if it is my fault then I will do my best to put it right. But if someone just does not like the barbecue sauce, or the pulled pork is just too porky, then there is little that can be done to appease that customer. To summarize - If you really are in a huge hurry then go get fast food - we are not a fast food joint. We also do not charge the prices you expect to pay in a full service restaurant.
Dickey's is going to continue to serve the meat the way it is served. For many people this is not a problem and they will continue to return. For others the way we work is just not acceptable to them and therefore they will leave our restaurant off their list of places to eat. I get that! I don't like Olive Garden - it doesn't suit me but it doesn't make it a bad restaurant.

For those that are interested we do monitor complaints by customers through the Dickeys customer feedback system and in September we had one negative complaint. We served a total of 2724 customers in the month. 2724 customers is not an insignificant amount. I do not take this number for granted, I am truly grateful for the loyal customers that are happy with us and continue to support us as they do.

Kind regards

Ray

GREAT POST!!!

[puppylover]

Yeah Dickey's BBQ!!!!!! Yum that is what counts!!!!

[Carl G]

I tried Dickey's BBQ for the first time a couple of weeks ago and enjoyed it. I expected a long wait, but the line moved fairly quickly. I understand the complaints about the meat person being the bottleneck in the operation. My only suggestion there would be for that person, if possible, to look at an order, prepare the same meat for all orders, put it back, then move on to the next meat. When we ordered the same meat came out at least three times. An optional small menu that we could fill-out would aid in the process. By the way, the staff was very nice.

[Tas Cammara]

For me anyway, despite my issues on my visits, I have always wished the best for Dickeys, but this is a FORUM "An Internet forum, or message board, is an online discussion site where people can hold conversations in the form of posted messages." No one likes negative things, but it is what it is in peoples opinion. I am extremely pleased Dickys is successfull despite my experiences. I know we are not there every hour the store is open and I can assume the owner is not either and I have seen things that I ommited from my experience so it would not harm business. It's like celebrites where they have to take the good press with the bad. I hear you on how some people try and get away with things like refills and making an ice cream mess and that stuff and hopefully those people dont return once they get caught.Also, I dont expect an emplyee to get fired for overcharging-I think someone is taking things too personally. If business is doing great despite our little forum world issues,then they are doing something right.

Edited by Tas Cammara, 04 October 2012 - 06:32 AM.