LongHorn Steakhouse — Restaurant in Chesapeake

I am writing to express my extreme disappointment regarding the experience my family and I had at your Portsmouth Boulevard location on January 4, 2025.

Upon arriving at the restaurant, I was informed of a one-hour wait for a table of five. While this was longer than anticipated, I accepted the wait because of the consistent quality of service and food I have experienced at other Longhorn locations along the East Coast. However, the actual wait time extended to approximately an hour and fifteen minutes due to other large parties of 20 and 25 being seated ahead of us.

Once seated, our server approached us without introducing herself or offering a friendly greeting. She asked for our drink orders even though only part of our party was seated, as my sisters and nephew were just a few feet away. I suggested that she wait for them, but her audible sigh of frustration left a poor impression. After taking the full drink order, she returned with drinks for everyone except me.

We also did not receive the customary complimentary bread and butter, which has always been a standard part of the Longhorn dining experience in my past visits. The server returned to our table after an additional 15 minutes with a noticeably poor attitude, which made my wife and me hesitant to proceed with our orders. However, given our previous positive experiences with Longhorn, we decided to move forward.

The issues escalated when our food arrived. My wife’s meal—a double-steamed broccoli, Outlaw Ribeye, and lobster tail—was far below the standard we’ve come to expect. The broccoli was undercooked, and the lobster tail was visibly underprepared. The rest of our party received their meals, but my own order was incomplete. When it did arrive, the steak was excessively drenched in seasoning sauce and butter to the point where it was dripping off the plate, the lobster tail was undercooked, and the fries I ordered never arrived.

This experience was particularly upsetting as we were dining in honor of my recently deceased mother’s birthday. We attempted to salvage the evening, but the poor food quality and subpar service made it difficult to enjoy our meal.

When we brought these issues to the attention of the manager on duty, his response was dismissive. He insisted that the food was prepared according to standard procedures, which was both offensive and inaccurate based on my extensive experience dining at other Longhorn locations. My wife tried to reason with him, but his unhelpful demeanor only added to our frustration. Instead of fully refunding the cost of our meals, we were charged for items we did not consume.

Over the years, I have spent more than $800 at Longhorn locations in Hampton, Newport News, Williamsburg, and elsewhere because of the high-quality food and customer service I have come to expect from your brand. Unfortunately, this was the worst dining experience I have ever had at a Longhorn restaurant.

I strongly urge you to address the issues at the Portsmouth Boulevard location, particularly regarding staff training and attitude. Until I see significant improvements, I will not return to this location.

Thank you for your attention to this matter. I trust that you will take appropriate steps to ensure this does not happen to other loyal customers...

During my recent visit to LongHorn Steakhouse, the exceptional culinary experience was matched by unparalleled service, largely thanks to the Managing Partner, Xavier Bullard, and his adept managing team. The quality of both the salmon and the medium-well steak served as a testament to LongHorn’s commitment to excellence in dining, a standard evidently upheld and exceeded by Xavier and his team through meticulous attention to guest satisfaction.

Culinary Excellence

Salmon and Steak Preparation:

The salmon was flawlessly seasoned, achieving a harmonious blend of smoky and savory flavors, while its texture was tender inside with a crisp exterior. The steak, requested at medium-well doneness, was a delightful surprise in its juiciness and tenderness, boasting a rich, beefy flavor complemented by a perfectly seasoned crust. Both dishes were presented with simplicity and elegance, allowing the quality of the ingredients and the skill in their preparation to shine through.

Exceptional Service

Xavier Bullard and Managing Team’s Personalized Approach:

What truly set this dining experience apart was the personalized attention from Xavier and his team. Towards the end of our meal, they approached our table with genuine interest, inquiring with detailed questions about our satisfaction with each aspect of our meal. This was not limited to the taste but extended to the texture, seasoning, presentation, and overall dining experience. Xavier’s approach was not merely about ensuring that the meal met our expectations but about fostering a connection and demonstrating a genuine investment in our enjoyment.

This level of personalized engagement is a rare find. Xavier’s leadership and his team’s commitment to customer service excellence were evident in their warm, attentive interactions, not just with our party but observed with other guests as well. Their approach made us feel valued and appreciated, adding a memorable touch to an already fantastic dining experience.

Overall Dining Experience

The combination of culinary expertise in the preparation of the salmon and steak, along with the outstanding service led by Xavier Bullard, made for an exemplary dining experience. The ambiance of LongHorn Steakhouse, complemented by the thoughtful engagement from the managing team, created a welcoming and satisfying visit that went beyond just a meal.

Conclusion

LongHorn Steakhouse, under the guidance of Xavier Bullard and his managing team, excels not only in delivering culinary delights but also in providing a dining experience that is both personal and memorable. The attention to detail in both the food’s preparation and the quality of service ensures that guests leave with a sense of fulfillment and appreciation. This visit has solidified LongHorn Steakhouse as a top choice for those who value not just exceptional food but also the care and attention that elevates a meal into a dining experience...

First time at a longhorns and just disappointed 11/5/24. Editing 15 minutes after posting and after reading other comments, your bar is ran horribly. Fix it, Jesus. Bartender has a tick where they blow air tight lipped and I was getting spat on while she was at the register several times. i started staying back when she was near by. This was done 4 times in the short duration I was there and the lady next to me just stared with a wth look on her face when she did it right before I left. Not sure if they're trained this way, but I felt very rushed. Being asked for my entree order the second my appetizer showed up. I said I just wanted to relax and Ill order in a bit. She asked me again when i'm about sixty percent done trying to enjoy the food, but water glass still beyond empty. Like heck let me enjoy my food. Bread was okay, butter is just bland. Not what you expect with herbs, honey or cinnamon in most steak houses this is just plain butter. Don't waste money on their version of blooming onion, the tonion was so heavily battered you might as well call it onion rings with no onions and very salty. I peeled most the batter to find many had a sliver of onion or no onion in the batter. Had a massive mound of batter i piled up. It's not the bartenders fault about the strawberry margarita, I'm sure she made it as instructed but it tasted like water and Is very diluted with a pink hue. No strawberry flavor what so ever just a whole strawberry thrown in the drink. I dont care for the alcohol but didnt taste it either. This is coming from a non drinker, but that margarita was crap water flavor, not strawberry. Much better at plaza azteca and actually taste and looks like a strawberry margarita, a deep red not water with a pink hue. My water remained empty for the majority of my stay, I couldn't get a refill and decided after not getting it filled when I was spoken too twice with it empty by the bartender and her not even taking care of the customer, I'm just going to leave without ordering the entree. Like I'm waiting for the ice to melt to have a drink at thid point. I wont be back at the bar especially if its the same bartender, this was a sad experience. I try to give a place several chances but I gave tilted kilt the same courtesy and you see where they went. Do better next time, and don't spit on...