Carmen & Family Bar-B-Q

Today dining in I was served food with hair in it. It had to fall on it prior to the cut because it was through the sliced chicken. Discussed but Ive dined here for years and never had issues. So I quietly motion to the waiter and privately show him and ask if it can be replaced. Intentionally not making a scene while they have a huge line inside. He apologized and said it would be replaced. I was quickly brought a plate that had a significantly smaller portion as well as it was now dark meat and not the white meat which I returned. I immediately tell the waiter I didn't order that, I wanted the white meat replaced. He tells the lady she speaks in Spanish and says no white meat left. (Which I don't believe) I tell him ok no problem please cancel my order, as well as sides that I was waiting on. He said ok and left the plate on the table. The other person dining with completes their food and goes to pay. She now attempts to charge me for the food. I explained you couldn't replace it and it's hair in it. She says well you still have to pay for it , I changed it twice for you. Which was false it was only sent back with the hair and her fault! Knowing it was her half grey, half black strands of hair in my food she still proceeds to argue with me saying to pay for uneaten plate. Going back and forth as if I'm being unreasonable for not eating her hair. After telling her you served me your hair and now charging me because I was quite about as not to scare off customers. The nerve you have to have to argue to some one who gives you a second chance after a disgusting food experience. She continued to disagree until the waiter decided to cover what was clearly her hair /fault as to deescalate the problem. So disappointing I would hate to dine or even work with her. I explained even after your still cooking, and running around with no hairnet. She continued to disagree the other waiter decided to cover what was clearly her hair/fault as to descalate the issue that was not his fault. I just left headed and to Champion Smokehouse BBQ this is unacceptable customer service. I only took pics of the replacement plate smh because I trusted they would handle it properly never again. You can view pics on other google reviews to see the difference in how the Jerk chicken is normally served and what I received as the replacement. Ive ordered this too not notice she tried to play me on the portions and charge me. Note the gentleman was nice and had excellent customer service. The older Latina woman in the back this review is for you!
Apr 5th, 2024

Mar 21st, 2024

Carmen BBQ in Hayward was a good place to order from on Door Dash but now I am being hit with fees of $6.49 plus other charges just to have food delivered from them. I will order from Emil Villa which does not have the expanded charges.
Feb 22nd, 2024

Wonderful staff and great food id recommend this place everyday of the week
Feb 16th, 2024

Carmen's has some of the best BBQ in the Bay Area. They have their own take on BBQ, so it might not be to everyone's liking. The brisket is very tasty, but you get chopped up pieces rather than the long strips of beef more typically found. They're hot sauce is hotter than most, and is my favorite. The greens are fantastic. The service is always kind and helpful.
Feb 12th, 2024