West Texas Chophouse Cimarron — Restaurant in El Paso

I would give 0 stars if I could. My wife and I chose this location for our wedding. We had been working with Allisen the GM for months prior through email, in which she sent multiple typos and had to re send information multiple times. She was never available to speak to when attempting to call via phone. We confirmed the contract with Allisen and paid a $50 deposit in which a photo of the contract was received via email with the date and time. I called the same day of our reservation to ask if kids meals would be allowed to be ordered as we had a set menu, which the response I received was “I’m not sure. Ask your server. It depends on whoever made the reservation.” My wife called 2 hours prior to our reservation to confirm if we would be able to order kids meals for a second time and We found out our reservation was cancelled without our knowledge. Our name was “crossed off the list.” With no explanation. The manager stated multiple times people “accidentally cancel when reserving online” which is impossible because the reservation was made with the GM via email. The manager on duty stated to come anyways and the table would be ready. We arrived for our reservation on time and another family was sitting in the room we reserved months prior. Leaving our guests to stand up and wait while the other party finished. The server was stating they had no diet products to one of our guests, meanwhile the other server advised they did. The manager confirmed with me that they have all diet products as well and isn’t sure why Jon said they did not. It took over an hour to take our order. Half of the table got their appetizers first/ we had to wait a while as our food got cold for utensils .2 kids meals were ordered, one came out and the second one did not come out for another hour and a half. The server “forgot” it was ordered and didn’t put it in. Leaving one of the children at our dinner to not get served until almost 9:00. UNACCEPTABLE. With the amount of gratuity along with the $1500 food minimum, you would think we’d receive good service. The food was also terrible leaving most if not all of our guests disappointed. The steak was dry and burned. Last but not least it took over an hour to get our tab together. We did not end up leaving until almost 10:30. The manager on duty was rude and speaking over me when speaking to him about this experience. We did not see the manager once or get checked on at all until I got up to ask for him. I DO NOT recommend this location to anyone. Especially not for a special event. I cannot believe a reservation for 38-40 people was cancelled for no reason without a phone call or any notice. Which seems to be done in order for them make another reservation. Take your...

Will not be returning and I’d urge anyone else wanting a good dinner experience to be extremely cautious about spending your money here. I went here on 30 July around 830pm. Got sat in the middle of the dining room right next to a party of 10-12 people at the bar that spent the next hour screaming, laughing, whistling, cheering, and singing songs like it was a backyard barbecue. Our server stopped by the table four times in the first five minutes that we were there, but somehow it still took about 15 minutes to get water. Took another 15 minutes to get our drinks from the bar, and another ten minutes to get complementary bread. About 45 minutes after we sat down we finally got our entrees. My partner ordered a medium rare sirloin, and it came out medium with an outer layer charred to the point of being crispy. I ordered a medium sirloin, and it came out well done. I sent it back, and received another one that was cooked medium well, but with horrible texture and a charred outer layer. Was very obvious it was cooked in a hurry. At this point, it had been over an hour since we had sat down, and received THREE steaks cooked incorrectly. In every restaurant I’ve ever worked at, I’ve sent the manager to a table that has received an incorrect order, but no one checked on us at any point to ask about the food that came out wrong. We ended up getting a cheesecake for dessert, but it was incredibly dry and was served to us with ridiculously large serving spoons; the kind you’d use to serve mashed potatoes at a potluck. Not sure what the reasoning was there, but even a regular fork would have done just fine. I’ve worked in the service industry all my life, so I tend to be pretty forgiving (especially at a restaurant that just opened a new location) and make every effort to be a very easily satisfied diner, but there were so many mistakes made in such a short amount of time that I was genuinely impressed with joe quickly the experience went downhill. I was GREATLY looking forward to eating here after being blown away after eating at the east side location. However, I will most likely not be returning, even if it’s just to give the restaurant a second chance. Considering it cost only about $15 more than I typically spend at Texas Roadhouse, I’m just going to keep going to Texas Roadhouse instead since I’ve never had to send back a steak there in the 10+ years I’ve been eating there. I’d be happy to share this same exact feedback with any members of management if it’ll help improve the dining experience for others, and I want this restaurant to be great, but as of right now I cannot recommend this...

We have been here twice, once for a date night and once for a family dinner. Neither was overly impressive, and one was downright disappointing. For both times it was very difficult to make a reservation, first time was availability which is understandable for a new restaurant. For the second time, which was for our family dinner was (a group of 7), I tried online, then called and didn’t get a clear answer, so went in during a pick up order and was told had to speak with manager to make the reservation. I wasn’t able to due to work schedule, so my sister in law made the reservation and it was more steps than it needed to be.

For our family dinner, I will say the food was good. The service was very bad. We were seated for about 15 minutes before a server came over. She didn’t take drink order and didn’t bring enough water for all of us. It took another 10 minutes for the rest of the water. We then ordered food and drinks. Drinks took another 15 minutes (3 beers, a glass of wine, water, iced tea and coke = nothing fancy or complicated). The drinks came out in like 4 waves. The wine glass had old lipstick on it and we asked for a new one, another 10 minutes waiting. My elderly mother in law who is currently undergoing radiation for facial cancer asked for more water, and we asked 4 different people for more water for her still with no success. Our main courses came out, except for one of the steaks, which seemed to be a surprise to the server. She went to check on it and came back saying it would be another 5-10 minutes because something happened. Still no water. It came out rare instead of medium well, so sent back. When it was finished, the manager brought it back and it was cooked well. Apologies were offered and we addressed our concerns. We ordered dessert (to try to enjoy the remainder of the evening) and again one was forgotten. This was again a surprise to our server and one in our party was left waiting. The level of service continued along these lines, and every time we’d ask for something, it would take another 7-10 minutes to get…More water, second round of drinks, boxes, etc. It didn’t matter. There was no attention to detail or apparent concern for our table.

It is very disappointing that a restaurant making access so difficult has such poor service, especially when charging roughly $50/person for dinner. I’m not sure if it’s training, specific staff or what, but the poor level of service was stunning and not in a good way. I would highly recommend choosing another restaurant, especially if considering a something...