Luby’s Fuddruckers Restaurants, LLC 13111 NW Freeway, Suite 600 Houston, TX 77040 Phone: 713.329.6800
To whom it may concern:
My Husband and I are full time RV’ers and sometime try new places to eat, however, while in Kerrville, TX we drove through the town and nothing looked inviting to us, however we spotted your Fuddruckers restaurant and remembered that in Phoenix, Arizona we have had many good meals.
We noticed on the Menu that you have Buffalo Burgers and decided to have them as we do not eat a lot of red meat, however, Buffalo is an exception, since while in South Dakota we had Buffalo Burgers, and Buffalo steaks several times and the local people told us to have them cooked “medium rare” because the meat is so lean and the Buffalo are not fed any additives.
So we ordered two of them, paid extra for cheese, my husband ordered Onion Rings, he asked for his to be cooked medium and asked for mine to the medium rare. We were really hungry, we waited for at least 20 minutes, were about ready to ask if they were having trouble catching the Buffalos out back, when our buzzer went off.
I took two bites of my Burger and discovered that it was very close to “well done”. We discussed whether to have another one cooked when the Staff Manager came by and asked how our order was. I said ”Its not done like I ordered, I ordered it Medium Rare”; he said “Sorry about that, but the Buffalo meat is frozen and we have to thaw it”. I showed him the burger and he agreed it was not cooked right. So he said he would make me another one. He started to take my plate and I asked him to leave the plate so I could at least eat the Fries. So off he went!
Twenty minutes later he came back with another Buffalo Burger with no cheese and asked me if I wanted a knife to check it? I said no I will just wrap it up and take it home, because my husband by that time had eaten his burger (cooked the way he wanted it). Of course, they put fries on his plate instead of the onion rings he ordered, but since they were not on our bill we just let it go.
To his credit the Staff Manager asked if I wanted a knife to cut it to make sure it was done right. I figured that they would be “extra careful the second time” and just left the restaurant, while we were cooling down the car, I decided to take a quick bite, I discovered that this one was so well done that it would have been like shoe leather.
We went back in and showed the Staff Manager that it was not even close to what I wanted; he asked if I wanted yet another one cooked. I did not! I asked for my money back! I also said that if the cooks were trying to get even with me for sending it back, they did a great job!
For about 5 minutes both the Staff Manager and one of the other employees tried to figure out how to make the register put the money back on our credit card, finally in desperation, he just guestimated what my burger would be and handed the money to my husband. We left, very unsatisfied.
We both have worked in Sales and Customer Service for most of our lives and this wasn’t even close to what we would have done.
First, you have a big sign in the lobby that says something like this “frozen? All our meat is fresh”. Second, if you do not sell enough Buffalo Burgers to have some meat thawed, maybe you should not have it on your menu. We should have been told up front that the Buffalo meat is frozen and has to be thawed! And we also should have been told of the wait time for our order, so that we could have picked another item that would have been faster.
And what does fresh or frozen have to do with cooking it properly?
6/25/2014 phoned corporate offices left message as no one answered the phone. Left the following message “ This is Brenda Colbath, (telephone #) for your email address to send a letter of complaint, if I receive a call back within 24 hours will sent it to you, if not will put it on Facebook thank you the number is(telephone).
As of today, I have not received a return phone call.