Lone Star Masterton — Restaurant in Masterton

Absolutely horrible customer service

We went out for a family dinner and was greeted by the manager serving us at the table.

She upsold us to an expensive $20 drink and told us that we could pick two flavors and they would be served blended together, once we got the drink, we were given two separate drinks and charged $20 for each.

We ordered a side of chips as a meal did not come with any sides, but the chips were brought out before the main meal. A minor issue, no biggie

Once the mains arrived we had waited well over an hour, despite us arriving at the restaurant quite early in the evening.

When we went to go pay for the meal we asked to speak to the manager and told her about the misunderstanding with the drinks. She was overall extremely rude and kept taking off her mask and coming quite close to us, after a while of this she took us to the back of the store and tried to intimidate me (a minor), she then deflected all the complaints and rudely asked "if I wanted a job there". She carried on for a while with this rant, the moved onto my sister and then said they were "crowded" and lucky she could fit us in, the room we were in only had 3 tables full out of 6-8. My sister who works hospitality and in multiple different restaurants, told her that what we experienced was appalling. I would love to get the footage from the cameras if there were any as it would make any average person sick, at the end of her confrontation she patted me on my shoulder and said "alright buddy".

Waiters were great, food was great, but she has ruined that place for us, will never go back, wouldn't recommend taking your kids there if she's there, don't know what...

We attended Lonestar as a family in January 2021. We had a guest with a dietary requirement (gluten free) and when placing an order, the guest ordered a gluten free item and to reiterate, stated it must be completely gluten free, not gluten low or low carb. The guest was asked directly whether they had coeliacs disease in a full diner, which I object to because thats personal information irrelevant to the order because we stated it was to be completely gluten free. Nevertheless, the order arrived and was when asked whether it was gluten free (to check) were told it wasn't. The order was sent back and re-made gluten free but by the time it arrived the rest of the guests had finished their dinner. A manager arrived to the table, introduced themselves as such and began talking us through how their gluten free and gluten low options were normally managed and showed us a chart we should have used on the menu and hinted that it was our responsibility to make sure we ordered things gluten free. I am confident we did order gluten free at the time because we have had many a bad experience with ordering out and receiving non gluten free food and our guest becoming very medically unwell with such. We are very careful with this and often avoid outings for meals because our dietary needs cannot be safely met. I think its important to share our experience because our dietary requirements were not met and when I tried to address at the time, I felt I was made responsible for our order being...

On 09 September 2023 my family surprised me with a Birthday party for my Sixtieth Birthday and booked a private function room at "Masterton Lone Star". The food was as always Tasty, Delicious and well presented but the best part of my "Birthday Party " was the BEST waitering service's been given by a young man by the name of "AUSTIN"... He was absolutely CURTIOUS, PROFESSIONAL and served me and my family and friends with a smile and respect. The service he gave was the best i have experienced in a very long time as I myself is a retired "Executive Chef and ex Restaurant owner. I have been in hospitality for over 38 years and very few in my life stood out as much as " Austin " did. Austin is a great, Lovely and a HUGE asset to "Lone Star Masterton". I really thank you Austin for your service and making my Birthday Party a day to remember. I really hope you are well looked after and may you reap the fruits of your genuine hard work and thank you for your GREAT and warm...