HoneyBaked Ham Co & Cafe

This is a warning to anyone considering using this Honey Baked Ham location for cartering!
My apologies for the lengthy story I am about to write but I believe every bit of information is pertinent for someone in similar shoes. I am a pharmaceutical sales rep who has used other Honey Baked Ham locations in the past and have had positive experiences. However, the management at this location is so unprofessional that I will never give my business to any Honey Baked Ham location again.
It started when I called and spoke to Diana, the store manager, about catering a lunch at a doctor’s office for 10 people the following afternoon. We confirmed but the next day, about an hour before the lunch, the doctor’s office called me and said the doctor had an emergency and needed to cancel. I called Diana immediately and explained the situation. She informed me that the food was prepared and the delivery driver was on her way to pick it up so they would still need to charge me (despite the fact that the food never even left the facility). She said that she would honor a store credit for the amount I was charged and to call her next time I had a lunch to redeem the credit. I felt bad about the situation despite it being out of my control and thought that seemed fair, but explained that I needed the receipt before the end of the day so that I could get reimbursed by my company (rather than being forced to carry the charge until I was able to redeem the store credit). She said of course, and asked if she could fax it. I explained that «my office is my car» and I don’t have access to a fax machine but gave her my email address. She promised to email the receipt the same day. By the end of the day I still had not heard back, so I called the store again. They said Diana had already left for the day but that they would call her and have her email it to me by the end of the night. The following morning I still had no receipt for the charge on my credit card, so I called the store again. Diana answered and said she was too busy yesterday and was currently in the middle of helping customers and that she’d get to it when she has time. I pleaded that I do not feel comfortable having a large amount charged on my card without proof of purchase and she proceeded to hang up the phone on me! The entire afternoon went by and still no email with the receipt. I called at about 2pm and a staff member answered and said that Diana had already left for the day. I decided to drive 30 minutes out of my way to the store and go in and demand my receipt. The staff told me the receipt was locked in the safe and only Diana could access it. I asked to speak to her manager, Phillip, the store owner. They put me on the phone with him, and although he was apologetic, he tried to make up for the rudeness and incompetence of the store manager by simply offering me a «complimentary cheesecake.» I told him a cheesecake would not fix this and that I wanted the receipt and the store credit Diana had promised me. Instead of agreeing to honor Diana’s promise, Phillip seemed apprehensive and instead said to call him next time I need a lunch catered and «they’ll see what they can do.»
The next day I received the email with the receipt that I had been chasing down for two days, along with a message from Diana saying that she had been trying to fax me the receipt even though she wrote down my email and knew all along that I had no access to fax! She also apologized that I thought she hung up the phone and that we «must have been disconnected.» Well, if I personally ever accidentally hung up on a customer I would call them back immediately so that they wouldn’t confuse it for hanging up on them.
Two weeks later I had a lunch I needed catered so I called the store multiple times throughout the day with no answer, which leads me to believe my call was being screened and ignored. (There is simply no way that a Honey Baked Ham store in a town like Spring Hill is too busy to answer the phone all afternoon.) So I decided to call Phillip on his cell phone directly. He did not sound pleased to hear that I wanted to redeem my store credit. This particular lunch I needed catered was only 8 people, as opposed to 10 people at the previous cancelled lunch, yet Phillip quoted me more money despite there being fewer mouths to feed. I gave him the opportunity to match the same price and he said they will not do it. So, I hung up the phone, called my credit card company and disputed the charge.
In closing, I am writing off Honey Baked Ham stores all together, and unless you want to deal with an incompetent management team who disrespects and does not appreciate their customers, I recommend staying away from this location!

Everyone I think forgets this place also serves lunch. Their sandwiches are fantastic. Do yourself a favor and stop in for lunch and you will be very pleased. The ham sandwich is yummy with hand carved honey ham in a delicious roll. Love it!

I spoke with a nice person on the phone and remotely ordered a ham for my parents to pick up using my credit card. My parents wanted to order two hams instead of the one so I tried calling back (at least 3 times) to let them know it was okay for my parents to extend the purchase on my credit card. Nobody ever answered so I left a long and detailed voice mail message with instruction to allow added billing from my parents. My parents (both near 90) drove to Spring Hill today and were told they could not extend the purchase to two hams.
Very disappointing.