Saltgrass Steak House — Restaurant in Branson

We have ate at the Branson Saltgrass many times and this was the worse experience to date. We had dinner on Tuesday and the place was not busy. My husband ordered a ribeye medium rare, this is his go to order. Our food came out approximately 45-50 minutes later. His steak was cooked well done. The server apologized and agreed the steak was not cooked properly. He asked my husband if he would like another steak, to which my husband responded yes because this meal was our dinner for the evening. The server said, don't worry sir 'we'll take care of you'. The replacement steak came out 30 minutes later delivered by the manager on duty. She asked my husband to cut it open and let her know if he was ok with it. Some portions of the steak were clearly rare, not a hint of pink and the remaining was medium rare so he accepted the steak as is. Why? Because at this point in the dinner we had been there 1.5 hours and I had to take the kids to the Branson Landing because they were getting antsy. My husband ate the steak solo and asked for the bill. The bottom of the bill listed kitchen error and gave the appearance the ribeye was not charged. At that time my husband did not catch Saltgrass charged us twice for the ribeye. A few days later he happened to look at the bill in detail and noticed we were charged full price for a steak hey did not get correct the first time and the replacement steak was delivered nearly 1.5 hours into the meal (30 minutes after ordering the replacement). WOW!!! A few days after the meal my husband called and spoke to the manager on duty, she apologized for the situation and said she would be happy to refund the ribeye charge because we should not have been charged. Unfortunately, she does not have the authority however her general manager does. My husband spoke with the general manager. He said she should not have offered a refund because that is against Saltgrass policy. And, the policy does not permit them to waive the charge for a steak when they don't get it correct the first time. My husband asked, "so you expect customers to pay full price for a steak when you did not get it right the first time and the replacement steak arrives 30 minutes after the dinner was served and Saltgrass is at fault?" Yes, the general manager said that's our policy. He said, I cannot offer a refund for the steak, I can't even offer a gift card to offset a portion of the steak price. We have been to Saltgrass many times over the past 5+ years. Given the lack of accountability and ownership for their poor service we likely won't be back. I am shocked a steak house the caliber of Saltgrass has a policy that does not allow their general managers to monetarily compensate customers for poor service and/or food that is subpar. I really hope Saltgrass contacts me and...

On 7/22/24 at around 8:10 in the evening we decided to pick this place to have a late dinner. There were four of us. The hostess was very pleasant and seated us. The server finally came over about 10 minutes after being seated and asked what we wanted to drink and took our appetizer order which we ordered mushrooms and the fried pickles/ peppers. It was 8: 25 by this time.. they were closing at 9:00. She said she would go get our drinks and bring out some fresh bread. 15 minutes later she brought us our drinks and said that the bread was still in the oven and our appetizers would be out shortly. The appetizers came out. The appetizers were okay but we've tasted better. It was about 8: 45 by this time. We still hadn't gotten our bread. At about 8:55 she came over and said the bread is going to be here in just a minute and she hadn't even brought the two salads that we had yet for our dinner. 5 minutes later she finally brought out the salads and the bread.. for bread being fresh out of the oven it wasn't very hot. It was barely warm. 10 minutes later at about 9:15, our entrees finally arrived. We had ordered one of their steaks medium well which ended up being so rare that the person that ordered it couldn't eat it. The other person in the party ordered a patty melt which he said was okay. I ordered the chopped steak medium well with the Smoky macaroni and cheese. It was okay but I didn't finish it. The steak was a little too well done. The other member of our party ordered the chicken sandwich and smoked macaroni and cheese for the side He said it tasted odd but he thought maybe it was the sauce that was on it that he wasn't used to. I don't remember what kind of sauce was on it. Needless to say, we did not have a good experience to begin with and then at 2:00 in the morning food poisoning set in so that chicken sandwich was bad that he ate. The whole experience wasn't very good to begin with and we felt bad because our food didn't get to our table until about 9:15 and the kitchen closed at 9:00. So we just wanted to kind of be done and get out of there. Our server was just okay. I think she was wanting to get out of there and wasn't very attentive to us and one of our party getting food poisoning after the fact makes me not want to recommend this place at all. I did reach out to the restaurant as well just for some clarification today 7/23/24...

I'm writing this review as a warning to potential customers --beware! Want to say that we're from OK City and we eat at the Saltgrass here often and love it, it's a 5-star place. However this Saltgrass should be avoided. Got a bit of attitude from the hostess... okay, no biggie. Then a little more from the waitress, but I don't think that was intentional, and she ended up turning it around and being helpful later. However, the biggest issue was the chefs and management. We ordered the silver star medium rare (which we get all the time here in OK City and love it), and it came out medium well. The waitress apologized and took it back and said the chefs are new/untrained. Okay, I guess that's understandable. Later she brought out the replacement steak that was medium rare through about half of it, but rare (almost still mooing) in other parts. Plus, it was unseasoned and really lacking flavor. Got an apology from the waitress, but no apology from management or anything. At the end, after waiting for a very long time for the check, my family left and I went inside to pay. Here in OK City, they do a very nice military discount, so I asked if they did that here, and the waitress said yes. However, the manager returns the bill to me with a lot of attitude and says "don't forget your card and your ID!" and turns and storms off... I open it up and the bill was reduced from $78 to $76, which was somewhat of a slap in the face to go along with her comment. I would rather that she say they don't do a military discount than be insulting. No apology for the improperly cooked steaks. The main point of a steakhouse is that you can get the steak right, hence my 1-star review. We will continue to go to the Saltgrass here in OK City, but this place in Branson is giving Saltgrass a bad name -- recommend ownership take action to remedy the issues with management and chefs. Thank you for taking the time to read...