Saltgrass Steak House — Restaurant in Cedar Hill

Started out great . With the intro and order. Noted that the server removed our gift cards upon completion of taking our order. This I did not understand. Asked the guests to my right if their funds were taken along with their order. Reply was no from both. Once the food arrived I was served loaded mashed potatoes. When I specifically asked for loaded baked potato with an extra pat of butter on the side. Seeing as I recently had a tooth pulled and had been eating mashed potatoes for the last 3 days. The server goes in to say that we each ordered loaded mashed potatoes. When asked if she had taken the gift cards from the table , patted her breast pocket saying yeah I have them .( Is this policy?) Asking for myself. When asked for sauce to go with the rib eye my S.O . Ordered Isabel continued to take orders from other patrons, once again (Is this policy). Asking for myself. After sitting and not being able to enjoy my meal for feeling that We were profiled being racially or some other agenda. We asked to speak with a manager. Not looking for a meal to be compensated. But for answers. The manager said she would ask the server, why she removed the gift cards when she took the order ,also saying that some patrons leave their cards for the server..To my knowledge it is pay as you exit . NOT when you place your order. The behavior of the server and the manager were both unprofessional and insensitive in my opinion. My partner says she comes here all the time with her employer and is treated this way each time. As for me I will not be a returning customer. FYI her employer is the one that gave the gift cards for her to enjoy a meal on him . Granted it was NOT an enjoyable meal . The food was good . The service could have been and should have been better. Prime rib for myself 21.99 and 27. 99 for my significant other. 56.75 and the dining experience was NOT what we exp ected. Well live and learn. I'm DONE. Could this experience be any worse than the initial review. YES. Wait person must have been new.We had to keep asking for simple things. The simplest being dressing for the salad ,which never arrived and steak sauce for the steak. And I received a bottle that had enough for 1/4 of a 10 Oz ribeye. Seems she was rushed or overwhelmed .Neither steak was as ordered one over cooked the other undercooked. Could have switched but the other was covered with MUshrooms . To much to continue. I'm literally sitting and and writing this review while my steak and potato get cold due to the temperature in the dining area...

My review is based on the customer service solely and not the food. My son brought me here today April 2, 2023; we had reservations at noon and there were three people standing at the door. A manager and I guess two hostess. We were not greeted at the door by anyone of them. I greeted them first with a smile and no one still greeted us or smiled back. The hostess asked the manager to seat us I said thank you after he seated us and no response from him still . I’m not going to lie at first I thought he had hearing problems so I dismissed it, until he came back around after I got my drink and asked how we were doing. I don’t know what made him finally speak after initially not greeting us at the door or speaking when he seated us. But I was turned off at the door and I started to tell my son to take me somewhere else. I don’t care how good the food is the customer service is what brings people back and this Saltgrass location it’s almost like the employees don’t like their job. This is not the first time I’ve been to this location and the FOH staff never greeted us and they looked unhappy; on a different date my husband and I went and we were not greeted and the manager was standing at the door when we left and never said thanks for coming . I thought it’d be different this time but it was the same today. The first Saltgrass in Austin I ever went to made this my favorite restaurant the customer service was awesome the hostess opened the door and welcomed the guests. McKinney has a great one to. But Cedar Hill location I don’t know if it’s bad management, I don’t know if they are their racist, or what but the employees’ and the managers’ customer service is lacking. This is the third time I’ve been treated poorly at this place. Also there was a time my daughter and I came some years back before the pandemic and they looked us over to sit a white couple down when we were there many minutes before them and I had to bring it to their attention and they gave us a discount. One thing for sure is there won’t be a fourth time this location won’t ever get my service again. They only get one star from me because the waitress was sweet. If I could give the restaurant as a whole zero stars and give the waitress five stars I would but because of everyone else and their bad customer service unfortunately she has to share the one star with them. Advice: Leave your racism and home problems at home, and management may need some leadership...

On Friday, I dined at Salt Grass with my team for lunch. This was only my second visit there, as I preferred other steak restaurants; however, it was the choice of my team. A total of eleven individuals were present. I did not encounter any issues with the server, Tyler, who was personable and attentive. However, there were some discrepancies with the food orders that were promptly addressed. Unfortunately, I did not receive my meal initially, and the server kindly checked on its status. I waited patiently and overheard the server informing the manager regarding my delayed order. Although I can not specify the exact duration of my wait, I can report that four members of my team had already requested and received their to-go containers by the time my meal arrived. Furthermore, I was the only person among the group still eating when my food was served. To compound the situation, my steak was cooked medium-well despite my request for medium.

The manager approached me without introducing herself, which I regard as the first indication of concern regarding customer service. Her demeanor suggested a lack of genuine concern for my experience. Drawing from my eight years of experience in the restaurant industry, I recognize that it is not standard practice for management to operate in this manner; typically, one would expect that the bill would be compensated in such circumstances. The manager commented, "But you received your food, right?" to which I replied affirmatively. She then stated that their policy allows for a 50% discount if the food is received. I acknowledged her statement and requested a complaint card; however, she did not return with one.

As an individual in a leadership position within a large institution, I understand the importance of exemplary customer service. Regrettably, my experience at Salt Grass did not meet those standards. Consequently, I will not be returning to this establishment and strongly recommend that leadership undergo training in customer...