Burnt Ends Barbecue

My family and I have frequented Burnt Ends regularly since they moved to Auburn. They are usually pretty good. Tonight I brought my mother who is gluten free and was excited for her to try some of their food. I’ve been talking it up for months and recommending it to friends, family, and coworkers. My mother was ecstatic to learn she could eat their fried chicken (if your GF you understand). Unfortunately, the cashier got her order wrong and the kitchen sent out a grilled chicken, not fried. The cashier was quick to admit he made an error and put in the wrong order. He said he’d make it right and bring out the fried chicken sandwich. After 30+ minutes of waiting and watching everyone else eat we finally went up to inquire about her sandwich. Turns out, they decided not to make it and were just going to let her sit there and wait forever. They then refused to make her the meal she ordered, paid for, and left a nice tip in the tip jar for. I am so disappointed in the disgraceful customer service of this establishment. Never again will I be recommending this place to anyone. That is unacceptable. At least have the decency to come tell us you aren’t going to make it right so she didn’t sit there watching us all eat expecting her food to come out. Outrageous!

Great barbecue and very accommodating for our family’s dietary needs. Gluten-free and dairy-free options. We’ll be back!