Great American Steakhouse — Restaurant in El Paso

This star was NOT earned. Just had dinner here because the wait at the restaurant I wanted to eat at was 1.5 hours. Ate here once before and it was unremarkable but hey, I was hungry. 1) kid said it would be about 20 minutes; 43 minutes later I check in and he said they still didn't have a table ready. I asked if there was any room at the bar and he says yes, turns out there were several tables available. No biggie.  2) We order a couple of appetizers and one comes out wrong. No big deal so we go ahead and try it but when we mention it to the server he had no reaction other than repeatedly asking, "so you want queso with green chilies?" He never understood that OF COURSE we wanted queso with green chillies, that's why we ordered it in the first place, but we accepted the greasy chorizo he brought out -just wanted to make sure he knew something went wrong. 3) It took over an hour for him to come back and take our order. They didnt have sirloin (??) So I went with a ribeye. The receipt showed the order was entered correctly but all three entrées were cooked incorrectly. My medium ribeye was charred and tasted like rubbing alcohol,  the well done filet mignon was mostly raw and inedible, and the medium burger was well done. Both orders of mashed potatoes were cold and the mac and cheese tasted sour. 4) None of us were able to eat our food but elected to just pay and leave. They server and another staff member started clearing away our plates while we waited for our bills, and at this time another server acknowledged us and asked how everything was. We mentioned things weren't right and he apologized and excused himself. Not sure why I thought he might take this feedback and let our server or a manager know, but after another 15 minutes we saw our server and asked for the checks. We were charged $83 for food we couldn't eat (all on one bill despite confirming twice food was separate, and $32 for four drinks, two of which contained NO alcohol. 5) As we are paying the same kid from earlier walks by and asked how everything was.  I asked if he was by chance a manager and he said yes so I shared, "it was bad, everything from the service to the food quality was simply bad." I showed him a picture of my steak and he began to laugh and apologized. He said he wanted to fix it so we would come back again and we emphasized that we certainly weren't interested in comped food, we just wanted him to be aware of our experience. He insisted that he wanted to make it right and said he would like to take care of it. He grabs both tickets and walks away, then returned amd said he took care of the drinks but couldn't do anything about the other ticket. It was at this time that I realized no one in this restaurant cared about our experience including the fact that we were about to pay and tip for food we could not eat. We paid,  left a small tip, amd vowed never to return again. THIS PLACE IS AWFUL! Don't waste your time and money, just do yourself a favor and go to West...

I ordered BBQ ribs and they were not fresh, let's start here... When I got the dish, i immediately started with it because ribs should be eaten HOT, however these ones had COLD bones and slightly warm meat, I called the server and he offered to heat that up.

At this point, here is my first comment, Ribs are served hot, because a good restaurant have them from the pit, but in this case, they seemed to be stored in a fridge then heated up on probably a microwave oven, that is not the nature of a dish in a restaurant like this one.

After some minutes, I got my dish back but now the bones where warm and the meat was warm too but still not hot, so? In fact the first rib i ate, was also heated up, so think about this... If I would be sick, and I bit the meat from the bone, there is a potential contamination because of my saliva, then the guy at the kitchen grabs the rib and put it on whatever they use for heating the food up, and it can be "contaminated" with my saliva, worst case scenario could be something else, and that's real, in this case, i think they put those ribs in the MW oven because the fries were chewy and not crispy as they originally were. IN A MICROWAVE OVEN?????

At this point, what a good restaurant should do is to give to the customer a fresh new dish, or offering a discount on that item or the best decision is to wave it from the check, customers would appreciate it because the inconvenience.

Anyway, after received such piece of bad product the second time, i refuse to eat it, but guess what, I WAS CHARGED REGARDLESS, REALLY??? I talked to the manager because my dish was awful, not fresh, semi re heated twice, warm. In short words, that is an invitation to never go back again.

After talked to the manager she finally deducted it from my check because i claimed for it otherwise I would be charged, no way, is like going to Best Buy to return a product because it did not fit your expectations, simple, at the end of the day there would not be any charge at all.

From this experience, i think that neither the server or the manager have the power to decide the best for the business when a situation like this one rises up. Obviously, there is a big opportunity for the upper manager giving training sessions to make their employees proud of the job they have.

By the way, i ordered a Hatch Chile creamy soup, it has an outstanding flavor, BUT IT'S WAS WARM TOO, and NOT HOT as it should be, I'm wondering how they wash the lettuce for the wedge...

We were greeted and seatly quickly, but we were taken to the back room and placed in the corner(not busy at all and plenty of seating) in a booth with chairs on one side. Booth was too low and smelled as if cleaned with a bar towel from the night before. OK try and deal with it. Ordered our food and appetizer(which I pointed to on the menu) "we'll have the shrimp cocktail ". By the time our drinks arrived we decided to ask to move to another table because it was too uncomfortable. Our food arrived and I asked where's our shrimp cocktail? (You know appetizers are supposed to come before your meal) and was told it would be a few more minutes because something wasn't thawed out yet. Our shrimp cocktail finally arrived and it was shrimp with dipping sauce, not the so called Mexican style in the menu that I pointed to when ordering. We decided just to keep it instead of making a scene. After we were done we ask for a box, which would indicate we were FINISHED, it took longer than normal to bring the box. So waiting get the check and waiting, the waiter shows up with fake samples of dessert, which we declined, another indication we were done and continued to wait for the bill. I saw a pasing waitress and told her we would like our bill and without saying a word she looks around and just points to the waiter who just walked in room to attend to his larger group. I walk up to the front desk and tell them I'm tired of waiting for my bill, they said they would do something about it but I never saw them try and locate our waiter, by this time I finally told him we'd like the bill and we had waited way to long for it, his response, " did you ask for it?". What kind of unprofessional response is that? I said when someone asked for a to go box it should say we are done especially if we also turned down dessert. We spent more time waiting to overpay than to order and eat our mediocre dinner. Judging by some other reviews wait staff seems to give more attention to their larger groups and I believe...