Lucilles Barbaque

Lucille’s BBQ, is good, but we have had better. When we were there we ordered the gumbo, which was heavily advertised by the staff as great, but let me tell you not to waste your money. The rice was gross, and the gumbo itself was nasty. The fried catfish and shrimp combo was heavily breaded but surprisingly good. The staff appeared to be overwhelmed with guest and could not even be bothered with refilling our drinks. The complimentary basket of bread was good, but that’s all that we liked.

Customer Service is a complete joke.
Our family ordered the family Thanksgiving dinner from Lucille’s. The total cost including an extra order of turkey was close to $ 200.00. The order was completely botched as they missed a couple of items and doubled up on others (we rec’d the ham instead of the turkey and they included two heaping trays of stuffing instead of green beans).
We simply called Lucille’s the next day since we wanted to be courteous to their staff on a busy Thanksgiving day. I spoke to Manager 1 who did not express any concerns or extend any apologies. Instead, he informed me that he would have to lodge a customer issue /​complaint with corporate and this would take 3 – 5 days. I inquired about the option of crediting the amount of the error back to my card. He informed me that this was not an option with Lucille’s which i found to be ludicrous. But I accepted his offer to file the claim. This was late November.
Since November, I’ve made several calls to the Long Beach Lucille’s and i’ve spoken to 3 different managers. All have provided the same response…“we’re sorry… we’ll take care of this… we’ll call you back once we get more answers.”.
Fast forward and we’re in 2016 and still no answers. I’ve even written an email to corporate headquarters on Lucille’s homepage… no response. I rarely post negative reviews on any website b/​c I want to give business owners the benefit of the doubt and everyone has a bad day now and then. But Lucille’s deserves this post as I have waited patiently with these people for almost 7 weeks now.
To me, the issue of customer service or lack thereof comes from the top. This is a dysfunctional organization that has gotten way too big for its own good.
Upon reading other posts on Unilocal,it appears that the issue of customer service is widespread but not one single person at Lucille’s seems to care. I guess when your estaurants are full every night, you can stop giving a crap…
Nice going Lucille’s. Way to treat customers who give you business during the holidays.

We just left Lucille’s. I am utterly disappointed and wish I would’ve checked the Unilocal reviews before I came. I had some gift cards I wanted to use. Our waitress was great but we found not one, not two, but THREE hairs in our food (last one was found in our water… WTF??) The manager of course took care of the little food we ordered and we left. My family and I definitely lost our appetites.

very pricy but great portions that have you leaving with your lunch or dinner for the next day too so that makes the price decent. great selection of beers and friendly staff. busy on a friday night and took about 25 minutes for 2 but typical for going in prime dinner hour. left stuffed and happy.

Major fail on the service. I stopped off here on my way back from Newport Beach. I ordered a salad at the walkup to go window. They asked for my phone number. What?!? My phone is 25 miles away, and why can’t they just peak out the window and holler? I was told the order would be ready in 15 minutes. I sat down on the bench directly in front of the order window and waited… and waited… and waited. And saw people who had come to the window after I did get their orders and leave. And waited… and waited… Finally after an hour I got up to see what happened to my order. The guy just shrugged his shoulders and picked it up from the counter behind him where it had been sitting for who knows how long. I normally eat at the Original Roadhouse next door. I guess I’ll go back there next time I’m in the area. These people need some serious retraining in customer service. They don’t even know they are doing anything wrong nor do they care.

I found the food bland. I ordered the fried chicken, which I was really excited about, but it didn’t taste right. The oil was off or something. I just didn’t find it good. Next time I’ll try the tri tip. That’s if I go again. Service was descent, once I got a waitress. Biscuits and ape butter was good.

On Monday, I came with my family to have dinner and never got service, or acknowledge by any staff! The whole staff needs to get retrained! Lucky there was a TGI Fridays my family and I got great service! I will never come back to this restaurant!