Lone Star Rib House & Brews Campbelltown — Restaurant in Sydney

This was my first time ordering from this restaurant. I came across the advertisement on the Negotiator catalogue with the 25% discount for online orders. I tried ordering my meal through the restaurant's website but when it came to entering the coupon code this was not recognised. I tried 5 more times & recieved no luck. I ended up calling the restaurant to explain the issue with the coupon code not being recognised on their website. The lady I spoke to advised that she would take my order over the phone & arrange for the 25% discount to be added upon me collecting my order. I attended the restaurant & approached the front counter. An Indian lady served me & I explained to her I was collecting my order. I provided her with my name & what I ordered. She then took her attention away from me & served the other customers who were waiting to pay their meals. I was waiting for another 5 minutes until another Indian lady approached me & asked if I needed help. I explained to the lady that I was already being taken care of by the lady who was collecting payments from customers. That lady turned around & asked for my name again. I told her & she turned around again & asked what time I ordered my meal being dismissive. I told her 7:05pm. She complained saying that was a long time ago. It was 8:18pm when I arrived at the restaurant but that should not matter being the customer. That lady turned around & continued serving the other customers. I stood there waiting for another 10 mins & while I was waiting, I could not help but overhear her charging customers another tables' order. I thought to myself. Alarm bells. They can't even get the codes working on their website for a company that is trying to draw in business let alone get the customer's orders correct. Finally another lady arrived to the counter with my order & asked me to pay at the bar. The lady asked for my coupon, I handed her the Negotiator catalogue with the coupon on the back of the booklet. The lady said that she only discounted my order using the $5 coupon. I was thrown back & explained to her that I was told over the phone that they will take my 25% discount coupon for online orders since it was not recgnised on their website after attempting a couple of times. The lady then responded that it only applies to online orders. I felt like I was talking to the wall. She then asked me if it was my first time ordering from their restaurant & I said yes. I explained to the lady that I came across their add on the Negotiator catalogue & thought I would try out their restaurant. Unaware of where this was going. She then finally processed the 25% off online order discount. After I paid, this lady had the nerve to say to me that the coupon is a one off time only. Once you have used it, you are unable to use it again. I was astounded by her demeanor & how condescending she was towards me. I could not believe the disgusting customer service I received from this restaurant. This was my FIRST time ordering from here & it is definitely my LAST time. I had a look at the coupon again & note that the $5 discount coupon only applied if you join their loyalty program. Definitely not joining their so called loyalty program with that kind of customer service I received. Not impressed! Not to mention the beef ribs were very chewy & barely had any meat on them. I usually order my beef ribs from Rashays & I can say it is 100% perfect with mostly meat not bones & their customer service is exceptional compared to this restaurant....

Dined Saturday evening Aug 16th.

We CANNOT recommend anyone spending their hard earned money dining at this restaurant, until major changes and improvements are made.

We decided to dine at Lonestar Woodbine due to the great experience I received at the store in Ed Square late last year.

The Woodbine store does not deserve the current 4-star rating.

Every stage and process of the service we experienced was a struggle. It took a while for us to be greeted and seated. When seated it was another 10 minutes for someone to come and take our drink orders. Picking up the energy, we decided to also order our food as we were not sure if we would have another opportunity to catch the attention of the waitstaff. My partner received his beer 20 minutes later and during that 20 mins there was constant confusion about my beverage. After my partner recieved his beer, we were asked if there was anything else, despite myself stating minutes before that I was still waiting for my beverage.

Entrees came out and the chicken wings were lukewarm. Ranch dressing was watery. There were no side plates, serviettes or cutlery.

We requested side plates twice, waited for them, then eventually decided to do without the side plates for our entree.

We received our cutlery just before mains arrived.

The mains came around shortly after and it was a shared rib platter so we needed the side plates we requested earlier. I also recieved my beverage around this time. Despite asking again for side plates they never came - so we made do. Chips were cold, but the ribs and slaw were nice.

After we finished our mains, we decided to forgo dessert as we were anticipating that there would delays and issues with ordering and receiving.

When paying for the meal the waitress was very apologetic about the wait and miscommunication regarding the drinks.

Unfortunately we won't be returning to this restaurant...

On Saturday night I went here for my friends birthday. As requested, we were placed somewhere with easy access for a pram, however the high chair that was requested in our booking was not provided and we were told that they would see if one was available although it may not be. (What was the point of requesting one?) We ordered our meals and drinks, and we started with a few entrees. My friend and her partner had ordered the jalapeño poppers. As they arrived we were given no warning to the temperature of the poppers and as my friends partner took a bite into one it spurted hot oil on his arm causing a very serious burn! We soon got the attention of one of the wait staff who then went to get the manager. As the manager came over she offered some burn gel, stood there awkwardly as he attempted to apply it and barely offered any sincere apology for the experience. The burn immediately blister and then popped causing the skin on his arm to literally tear off. He sat there in pain but put on a brave face.

I am absolutely disgusted and appalled at the lack of efforts produced by management to make up for the incident. There was no warning given that oil may spurt out nor to the temperature of the food! If the kitchen staff were aware that this could happen they should have left the food for a few minutes to cool down prior to sending it out! If it were any other decent restaurant the manager would have certainly seemed more concerned, provided further first aid and provided some compensation towards the menus for causing a very SERIOUS injury to a customer!

I have never been to a restaurant who has showed such disregard towards their customers safety or even their attempt at mending the situation!! The customer service provided by the manager was absolutely horrid and I would HIGHLY recommend not attending this restaurant and their clear lack towards safety...