LongHorn Steakhouse

"**Disappointing Experience and Poor Communication from Management** I've visited this LongHorn Steakhouse location before and have generally had positive experiences, which made today's visit particularly disappointing. Upon arriving, we were greeted by the host, who apologized and explained that their computers were down and that they would not be able to seat us for approximately 30 minutes. Confused by the explanation, I asked whether a computer issue was actually preventing the restaurant from seating and serving customers. The host confirmed that this was the case, explaining that these were the instructions he had received from his manager. I asked to speak with the manager for clarification. The host acknowledged my request and stepped away, presumably to consult with management. A few minutes later, he returned with a different explanation: we could now be seated and order drinks and appetizers, but we would not be permitted to order entrées. This explanation was even more confusing. There were already customers seated throughout the restaurant and at the bar. If the kitchen could prepare appetizers, why couldn't it prepare other menu items? I recognize that restaurant operations rely on computerized systems and that technical difficulties can disrupt service. However, the staff offered no meaningful explanation of the limitations, why certain orders could be accommodated while others could not, or how the situation was being managed. A computer is not needed to prepare food. What disappointed me most wasn't necessarily the technical issue itself, but the lack of communication and professionalism in handling it. Despite explicitly requesting to speak with a manager, no manager came to address our concerns or offer an explanation. Instead, we received inconsistent information from an employee who appeared to be relaying instructions without being given the information necessary to answer reasonable questions. As someone with experience owning and operating a successful business, I understand that unexpected operational challenges arise. What distinguishes good management is how those challenges are handled, particularly when they affect the customer experience. Clear communication, accountability, and a willingness to engage with customers should be basic expectations. Ultimately, we politely thanked the host and chose to dine elsewhere. I've generally enjoyed this restaurant in the past, so I hope this was an isolated incident. Nevertheless, the experience reflected poorly on the location's management. Technical problems are understandable; poor communication, inconsistent explanations, and a failure to address a customer's reasonable request to speak with management are much harder to excuse."

"Well. first time in this location nearby where I live, at: Stone Oak & 281 N Hwy. It was a different and very delicious experience, I ordered the tasty Fire - Grilled T - Bone, with a Loaded Idaho Baked Potato and also the Steakhouse Mac & Cheese, then my sis ordered the Flo's Filet super tender(more than my T- Bone) a Crispy Brussels Sprouts and Fresh Steamed Asparagus, let me tell you that everything was so tasty, the steaks so juicy and we made the right decision to stop by LongHorn, so here they go my 5 Golden ⭐Stars for you guys. Also I want to mention our waitress : Alycia, she was always looking out for us, what we needed, with a big smile, then came up to our table Mario, the manager and gave us a free appetizer card, they were so kind, all of them make a great team, see you soon! * Updated Apr. 16th Yess, we 're back at: LongHorn, we asked for our favorite waitress: Aurora, and have a pleasant time, this time get the: Flo's Filet & Lobster Tail, medium, and I guess the most tender steak you can taste, and the Lobster Tail, well cooked, beautiful, also tried the: Wild West Shrimp, hand-breaded shrimp tossed with spicy cherry peppers, so good, we like them, then a Caesar Salad that was delicious, seasoned french fries, Broccoli and Seasoned Rice Pilaf. Also got the: Outlaw Ribeye, medium, so juicy and the flavor of this steak is out of this world, for real I really highly recommend it, Chelsey (The Manager) visit our table to ask us if everything was alright if we needed anything, she was so kind, once again we really enjoy it. To all of you, my ⭐⭐⭐⭐⭐well deserved golden stars❗ See you soon."

"Disappointing experience on this visit though Ive been a regular customer for about 10 years. While many customers complain about slow service, mine was the opposite. As a disabled person with an eating disorder, I emphasized to server not bringing my steak until I finished most of my salad, but she did it anyway. One young manager apologized & said he had prepared our meal himself & the older manager said “ looks like someone in the kitchen pulled the trigger too fast “ not realizing his assistant manager had just told me it was him. Although the place was virtually empty, there was no reason to rush our meals for faster table turnover. Looks like everyone in this restaurant needs to be explained what meal pacing means. Bad service began with a server with an attitude, guess no one told her it was National Hispanic Heritage Month ( lol) I feel service has gotten worse since there was a management change. Maybe time to go back to Saltgrass again"