Reviews for Big Lou's Barbecue

06/21/2013 - Lauren
Worst customer service I have EVER experienced. Today my boyfriend placed an order over the phone. They told him 25 minutes. We live in Lancaster, so by the time I got there it was 45 minutes later. After 45 minutes they said I still had to wait an additional 20 minutes for mac and cheese. After 10 minutes of waiting from then, they come back and tell me I won't be getting the burnt ends I ordered because someone called after us asking for a whole pound of burnt ends and apparently their order was more important. They said they would replace the burnt ends with brisket. I asked if there was a price difference and she said yes. Turns out there is only a 50 cent difference but they didn't offer me anything for the inconvenience or the price change. So I requested that they give me 50 cents (in a very polite way). The lady I was deal with said "Seriously, 50 cents?". I said, well that is the price difference, it only makes sense. After her attitude, I got a hold of my boyfriend and he said to just cancel the order. So, I stood at the counter for 5 minutes while the man at the counter played on the phone and completely ignored me. I asked him if he was working the register and he said yes, without getting up from looking at his phone. At that point, I asked for my money back. Erica, the lady that felt the need to argue with me, took it very personally. I said very politely that I thought it was taking too long and since I am not getting what I ordered, I would rather cancel my order. She decided she would yell and cause a scene, hand me my money and in front of a crowded store tell me she was going to personally escort me out of the place. How embarrassing. Is that how you really treat your customers? I had every right to be upset with the service and ask for a refund without getting my food for over an hour of waiting and not getting what I ordered. I didn't raise my voice or act inappropriately, yet she felt the need to personally ESCORT me out. I WILL NEVER EVER GO BACK, and I will make sure anyone that I know also NEVER goes there. Never have I ever experienced this horrible customer service. Their food is NOT good enough to act that way.