Complaint Review: Big B's Texas BBQ - Henderson Nevada

I dined at this restaurant on Jan 30th, 2021 at 3:54 pm. I ordered a bbq brisket meal and I was given a squeeze bottle of bbq sauce to use for my meal. When the food was brought to me, I picked up the bbq sauce bottle they gave me, I squeezed it, and instead of the bbq sauce normally coming out of the small hole on the top of the bottle, the bottle exploded in my hands. BBQ sauce went everywhere. My clothes, including my jeans, t-shirt, jacket, shoes, hat, and cell phone were covered in bbq sauce and ultimately ruined.

I immediately alerted management, and they came over and apologized. They then called the owner while standing next to me, and told the owner what happened. After listening to the employee for a few seconds, the owner abruptly hung up the phone on the employee. The employee then had a horrid look on her face and apologized to me and said that the owner was not the easiest person to work for. I knew right then what I was about to deal with...About 10 minutes later I got a text from the owner (her name was Natalia) asking me what happened. I texted her back an explanation, along with multiple pictures. I then asked the owner to please replace my clothes that were damaged.

The owner first only offered to pay the dry cleaning bill. I told her I don't use dry cleaning because they use harsh chemicals which are bad for both clothing and people. I then asked her again to replace my clothes, and she said she only would only replace them if I left my jacket with the bbq sauce all over it at the restaurant.



She went on to text me, "I get to keep the old jacket :)" She used a smile emoji as if somehow this was a joke. It became clear to me right there that this owner was more concerned about somehow not being the victim of a scam, then taking responsibility for what just happened in her restaurant (where I'm sure there were cameras) and making it right.

First, it was 45 degrees outside, & I could not go home in just a t-shirt. Second, the owner made this offer with no plan as to where she would buy the replacement jacket, and she didn't even ask for an address to send the new jacket to me! Since Jan 30th, the owner has refused to replace my damaged clothing which has since been thrown away because it was ruined by the bbq sauce. The owner has also lied to anyone who would listen, including her insurance company and the BBB, claiming "I asked her to take money out of the register." JUST A COMPLETE LIE! What I did do was provided the owner an itemized list of the damaged clothing, and I asked the owner for a check to cover the replacement cost, which was about $203.

The bottom line is that the owner negligently failed to maintain their bbq sauce bottles by making sure they were sealed tightly and making sure there was no calcified bbq sauce obstructing the top of the bottle so that when a customer applied pressure to the bottle to release the bbq sauce, the bottle would not explode as it did. Since the incident, all the damaged cloths ended up in the garbage, and I guess the owner thinks they got away with being a cheap, rude jerk to an otherwise good customer who would have continued to come back and eat there. The reason I'm filling this report is for both current and future customers of this business who might read this. The owner of the business does not seem to care about their employees or their customers. They seem to only care about money. And in the middle of a pandemic, that is just flat disgusting. Personally, I would only want to support a business that actually cares about people, not just themselves. AND I'm sure I'm not alone!