Complaints
This profile includes complaints for Gates & Son's Bar-B-Q's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date 5/30
Purchased the beef sandwich for $17 hold the bread since they don't sell meat by the pound.
Also an order of french fries. When I got home ready to eat the beef was extremely dry and french fries no salt tasted like oil. Threw it all out. Reached out to the company via email twice no reply spent ,$27 what a waste of money very disappointed
Business Response
Date: 06/17/2024
I did not receive the original complaint. We make every effort to respond in a timely manner. I will give this to our investigation team. However, I must say, our procedure is that the unsatisfied customer bring in the product with the receipt for a replacement. If there is a matter of refund and the consumer used her credit card and after ticket search may make a refund for that ticket.Business Response
Date: 06/18/2024
We are in contact with the customer to resolve her concern
Thank you
******* *****
Customer Answer
Date: 06/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:05/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 2-pack of sweet and mild 18oz bbq sauce for $21.67 on 5/2/24. Received it on 5/7/24. The bottle on left as shown in the pic was leaking from the bottom and it was not as full as the bottle on the right. It also had sauce leaking from under the blue wrapping. I emailed gates with no response. I also called ###-###-#### on 5/9/24 and 5/22/24 and left a message both times with the complaint voicemail with no response. Not a call, voicemail, email or text. I have been buying gates bbq and their sauce for years and never had an issue. I just want a refund. ThankyouBusiness Response
Date: 05/24/2024
We are sorry you had this experience. We have no record via email, text or voice mail regarding this matter. We have copied this complaint and will try to reach out to the customer to satisfy this complaintInitial Complaint
Date:11/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased $40 for food. It was a to go order. When I put my PIN number in, the machine. Took it as a tip. That was on a Friday 4/7/2023. By the time I realize what had happened it was the following Monday 4/10/2023. I went back into the store and they said that they knew I made a mistake and tried to find me in the parking lot, but could not find me. And that since I had Waited until Monday to come back it was to late to return my money.Business Response
Date: 11/29/2023
We apologize for the inconvenience Mr ***** has experienced. The BBB alerted us in September for a transaction that happened, if I understand correctly, in April but was not reported to our office at that time and not until the BBB alerted our office. We have no way to verify Mr ****** concern. If we had a copy of his receipt that would help us track down this transaction. If he has that information we will be happy to assist and bring closure to this complaint. Please contact ****** ******** at ************* with the receipt and transaction information
Respectfully
******* *****
Customer Answer
Date: 12/14/2023
I came back into the restaurant 2 days later!
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