Lone Star Alexandra Park — Restaurant in Albert-Eden

Such a bad service from the manager that was on today, went in on the 30th march just after 1pm. My partner and myself went in for lunch and had ordered our food. Which included ribs, drinks, loaf of bread, entree shrimp rice and my partners fish and chips. We wanted all the food to come out at the same time. The food came and they had forgotten to swap the chips for the mash potato so had to wait until the mash potato came.

They also forgot my partners fish and chips which really ticked off my partner. Because he had just ordered fish and chips which should’ve actually came out first because it would’ve been easier to cook. He decided he didn’t want it because it was taking a while which meant they totally forgot about the fish and chips, plus other peoples food were getting served while he waited for another 10min . My partner decided to go up and let the Asian guy know that he didn’t want it anymore because he waited longer for it . The Asian guy which I believe was the manager at the time was saying to my partner “oh you sure you don’t want it” my partner said “no I don’t want it anymore because it was taking too long and I can see that my food was forgotten and don’t want to have to wait for it” the Asian guy didn’t even apologize but was more annoyed at my partner that he didn’t want his meal anymore.

Another staff came and tried to offer us the fish and chips on the house but we refused, because my partner was now more mad at the Asian guy for his poor service. The Asian guy was annoyed at us because we refused to take the fish and chips and he didn’t even apologize on their behalf for forgetting the fish and chips order in the first place. Instead he was arguing my partner about the whole situation . Came to the pay I had gone and paid for it . I just wanted to pay and get out so I didn’t check the receipt which was my fault, so ended up paying for the wrong order but the Asian guy again the one doing the pay and gave me the wrong order receipt! I mean he really should’ve known our table by now because he’s the one that had to take the fish and chips order out. We had to come back inside and pay the rest . But I was really holding back from arguing because there was family near the check out and I didn’t want to make a scene . By this time I was really furious because everything was just not going right and he didn’t even apologize once for making all these mistakes. It’s appalling to even think he is the manager with that attitude, really really poor service from there, especially the Asian guy I don’t know his name .

Won’t be coming...

I haven't eaten at a Lone Star venue for fifteen years, and I doubt I ever will again:

My ribs were tough, fibrous, chewy, partly inedible and got stuck in my teeth. I ate just over half as I'd come to the restaurant with an appetite.$40 for incredibly sub-par food

The cheesecake was an additional $14 and was an insultingly thin slice. At least if it tasted good that would be something. Instead I found annoying gelatin globules throughout, chewy, flavour-less and contrary to the smooth texture a cheesecake should have.

My friend beside me could barely eat her fish and chips. The fish itself had to be excavated from thick, overcooked batter. She also gave up on the banoffie pie as the crust was too firm for her to cut through. The was just a half-banana slapped on top, no baked into the pie either.

No staff checked on the food after it had been delivered to the table, but I hear that several are in training.

edit: I made contact with the restaurant manager as requested below and at first he tried to 'educate' me that ribs tend to get stuck in one's teeth and that they'd delivered fifty plates of ribs that night and no one else found them to be leathery. He then told me the dessert was made in-house and he could not understand what my complaint was about. So I wrote to him a second time and even included a zoomed-in colour-corrected photo so he can understand.

Well he thanked me for that and said the restaurant had been asked to issue a voucher. What do I find in the LoneStar app? A $20 voucher! I couldn't believe my eyes, I clicked on it thinking perhaps there'd be some extra details to explain this insulting amount - and it activated the voucher right then, it now expires in forty-five minutes. So have a laugh about that: chewy dry ribs, two gelatin ball filled cheesecakes, a overboard batter-heavy fish and a cement-crusted banoffie - that came to well over $100 wasted...

Went to Lonestar for lunch as I had the loyal voucher(buy 1 get 1 free) which I confirmed over the phone. The staff member confirmed the same and I happened to be there for lunch with a friend. Poor service by the server, there were no patrons in the venue but still the server did not show up to take our orders. My frnd had to giv orders at the bar. The server changed my lunch order not once but thrice to which I abided by whatever he stated . I wanted the Johnny cash stash to which he mentioned of not a part of the lunch deal and hence I had to opt for Gerhard Burger. After a while he comes back stating that they can do the Johnny cash stash lunch portion as a part of the lunch deal. To which I agreed. He knew that I wanted to use my voucher as it was expiring on 31 Dec 2024. He also took ages to serve our drinks (1 beer each)

After we got served with a Vege burger and a Johnny. No meal checks, no drink refills offered. The staff members (including kitchen staff members) just loitered around the premises without paying any attention.

After our meals we decided to pay to which there was an error by the server to which he asked assistance from his manager who was seated outside having a yearn with fellow team members enjoying the bright sunshine. The manager couldnt scan my reward and he started complaining of the J.C.Stash being not a part of the lunch deal to which the server was being told of in front of my friend and I. The manager also stated that either him or the server will have to pay for the meal which eventually wasn't my headache.

The manager then also printed and presented some random tables cheque to which I had to correct him twice.

Sorry but I am never coming back again coz mistakes are fine but the manager trying to find excuses where it was very much evident as my friend and I belong to the hospitality industry and understand that the servers shouldnt be yelled at in front of customers. Also, the manager stated of him or the server paying for the loss makes no sense to me as the HOSPO BUSINESS do not throw their employees under the bus.

Anyways, this has been the worst ever experience at a lonestar outlet and my friends and I shall never...