You know once upon a time this was my favorite bbq place. From its simple roots as a small family business with barely any seating in the Heights, to where it is now, I had admired its growth into an innovative bbq staple with offerings that extend far beyond simple Texas cue.
Unfortunately I hadn't been back in nearly a year. I'm a bit hesitant to write this review, but my last two experiences were not great and pretty much ruined my love for this place. Due to the inflation of brisket prices, Gatlin's, like many other bbq places, raised their prices last year. Understandable given the situation. I was fine with that. Plus I absolutely love their moist brisket, so the price increase didn't stop me.
The final problem was when I was served dried out old brisket that had obviously been sitting under a heat lamp for some time. I had ordered my usual combo of ribs and brisket. My meal unfortunately arrived with mostly crumbly shards of dried jerky as "brisket" that was well beyond acceptable for being served. When I returned to the counter with my plate, including the barely touched brisket, I spoke to the manager and literally showed him the inedible brisket. His solution? He brought back a slice and a half of fresher brisket, one of which was mostly just fat, and had me taste a bit. It was the brisket I am accustomed to... moist and dreamy.
Unfortunately that's where the positive stopped. He proceeded to give me that lil bit of brisket, and tried to wave me off. I asked him if that was it. The quantity he gave me was minuscule. Definitely not a full serving. He mentioned this was bonus brisket in addition to what was on my plate. Excuse me? I wasn't eating that sorry excuse for brisket, and I paid almost twenty dollars for the combo. I literally brought back the plate to show you the embarrassingly inedible brisket that was served to me, and I'm offered just a little "bonus" fresh brisket for the screw up instead of replacing it?
That certainly didn't jive with me. I ended up packing up the leftovers, of course leaving the subpar brisket I was originally served (check out below for my included side by side comparison picture). Look, I know food costs were up, but to dismiss food quality control and then not rectify it properly when it is pointed out is a complete failure on so many levels. It was upsetting. I had so much anticipation for this meal.
On a prior visit from that incident, I had come in with a friend for lunch. We were in together in line but paying separately. Immediately after taking my friend's order, the cashier started entering a very large amount of individual orders that were written down, into the pos system while I waited for quite some time in line in directly in front of her. It was a bit ridiculous. My companion had already gotten his refreshment and found a seat before I had even been acknowledged. Finish taking care of your current party before ringing in new orders of another guest. I don't care if it was a phone order. This is very basic customer service, and it would have taken about thirty seconds to ring up my order. I actually commented to the manager of my displeasure of how this was handled, and that I didn't want my food coming out way after my dining companion's, as it would have had I not said anything.
Even before these two incidents, there had been customer service issues with one of the cashiers that was never smiling or making eye contact and looked like she hated being there. When I wanted a refund for the accidental up charge that was rang up, she was annoyed. Like what?
Luckily, Houston has a plethora of bbq options not available ten years ago. And so, after the final few incidents, I considered myself done with this place. I could understand a rare fluke, but these were starting to add up, and the last experience was just insulting. I was actually sad to let go of Gatlin's as my number one. It was a place I had recommended to many over the years.
Sayonara! Not all good things are meant to last. My baby gone done me wrong too many time, so it is time for me to move on. read more