West Texas Chophouse Las Palmas Center — Restaurant in El Paso

Our night was totally ruined last night by the management and the staff at this location. If I could give zero stars I would! We were out to celebrate my father’s 70th birthday and everything that could possibly go wrong did. First off our server was extremely inattentive and inexperienced, you could hardly hear her talk and that was not the worst part. She would forget half of the things we would ask her for and the things she wouldn’t forget would take over 10 minutes to bring to our table. Being that the bar was taking forever she didn’t even bother to bring our table of 10 waters. And when we did ask for waters she forgot twice. Not to mention every time we needed something we literally had to get up to look for her. On top of that she took our order and kept coming back to the table to tell us that they were out of pretty much everything we would order. Something a server should know at a “premium steak house”! She also forgot our bread and when we did ask for it she brought us 3 buns that were squished and dried out and on one plate for a table of 10. They were out of half of their appetizers and more than half of their steaks. Yet they gladly up charged us for the few steaks they did have available. Not to mention the food took over an hour to come out and mind you this was after we waited 2 1/2 hours to be sat. Once seated I could see why the wait was so long with the bussers taking forever to clean tables and the kitchen taking forever it was a disaster. We asked the manager to please check on our food and she literally never came back. And we were not the only unhappy table, I saw two other people have to get up and look for their servers and complain, I went to the restroom where I further heard ladies complaining of the horrible service too. Our food was half okay with all the steaks either over cooked or under cooked. But with such horrible service and already frustrated because everything we tried to order they didn’t have, we couldn’t even enjoy our food. The server didn’t even pay attention when I told her it was my father’s birthday. The other location which I go to often is far better, we have always celebrated birthdays there and they are so attentive and professional. They even bring a dessert to the birthday person. I can truly say I have never had a bad experience. But this place wreaks of instability, disorganization, and inconsistency. The staff needs training, the managers are inexperienced for this caliber of establishment and the kitchen needs work on their execution and timing. They also need to do a way better job of stocking food items because for an already established restaurant they have no excuse to be out of most of their menu! At the end I asked to speak to a manager again, who never came by the way. I spent over $400 and I feel completely robbed! On top of that $64 of gratuity for the most mediocre service I have ever had in my life! No wonder she didn’t care about giving good service she already knew she would get a good tip either way. I will avoid this establishment...

My husband and I and my baby went in on June 7, 2025, just a spontaneous trip to West Texas Chophouse at Las Palmas Location. This was our second time visiting West Texas Chophouse (the first visit was at the Airway Location (years ago) and we were disappointed the first time especially because I worked just next door at Famous Dave’s) . This second time we were like “ok let’s give it another shot “ This second time was an even more worse experience.

We got to the restaurant around 9pm. It seemed like they had a busy nite. When we walked in there were two hostesses and a male manager. The manager didn’t acknowledge us nor the hostesses were welcoming. One of the hostess asked us “for how many?” And we were like “2 and a baby please”… she took a few seconds to be like “the wait will be 15 minutes to be sitted they need to clean the table” (mind you that we were the only ones who were waiting) My husband and I both previously worked in the restaurant industry so we completely understood the issues of what a busy nite is all about so we thought, to cut some slack on them and give them a chance. But to wait for 15 minutes to clean a table..??? It’s a little bit ridiculous. Plus back in the day or in other restaurants, the hostesses tend to help out with the bussing and cleaning the tables. Neither of the two hostesses did so, they were both on their phones majority of the time while we waited for the table. So it was more like 25 minutes before we got our table. So the hostess took us to the table, first one near the door, the seats were still dirty with droplets from the drinks from the previous guests. So the hostess puts the menus on the table and just walks away without a “your server with be with you all” or no “enjoy your meal”…. We had a baby with us (a one and a half year old hostess didn’t offer to bring us a high chair. So we were pretty dissatisfied and disappointed with the quality of customer service, but then coincidentally another family came into the restaurant and the hostess sat them down within 5 minutes which I thought was a bit odd. Luckily our server helped our restaurant experience, I believe her name was “Mindy”. She was very polite and friendly. With the exception that the restaurant was almost closing for the night, she gave us great customer service and attentive. The other good part was that the busboy (I didn’t catch his name) was also friendly and attentive as well and asked if we needed anything. We received our food at a good time. The only problem was Our steaks were a bit overcooked but my husband and I know how the kitchen works right before closing time so we decided to just eat them, we finished our food and left, of course the hostesses had already disappeared for the night. unfortunately our second visit to West Texas Chophouse was a strikeout AGAIN . Thinking that West Texas Chophouse isn’t the place...

Upon our arrival at 5:30 PM to the restaurant, we were greeted and told there was a wait time. We were there to celebrate a birthday of one of our family members. We were a group of 17 people. We were seated after 4.5 hours, at 9:35 PM! The only reason we decided to wait 4.5 hours was because our family member really wanted to celebrate their birthday at this specific restaurant. Once we were all seated, our order was taken by the female waitress (no complaints towards the waitress whatsoever) and we were told that there were no more potatoes, which were included in the food plate order we placed. The potatoes were substituted with salads. When the food was brought out at 10:45 PM (still another hour waiting to get our food to finally eat), the food came out cold, the salad was disgusting, and the steaks were dry. Most of us did not complain about the food quality because we had waited a total of 5 hours just to eat and we were really hungry. When we were done eating and celebrating the birthday, we requested to a male waiter to speak to the manager. We had to remind the male waiter twice about speaking to the manager to file a complaint regarding the food. The male waiter was very rude, disrespectful, and challenged my father in an aggressive manner. We then requested our initial waitress (the female waitress) to speak with the manager. The manager came out and we informed her about the food quality situation we had encountered. The manager then proceeded to ask if we had paid for our bill, to which we stated no. She then took the receipt with no explanation and brought the female waitress, where we overheard the manager stating to the waitress that we did not want to pay for our bill, which we had never stated. We had only given her a critique about the food quality and complained about the male waiter's demeanor and actions towards my father. When the male waiter overheard us complaining to the manager, he then, in a disorderly and disrespectful manner, became very aggressive towards my father in front of the manager. We also found out that the manager was fully aware of the food quality as she acknowledged herself how the food was coming out of the kitchen and did not take action to fix the issue before serving it to us. We paid for our tab and informed the manager that we had never stated that we did not want to pay for our tab; we were just giving her a critique about the food quality and a formal complaint regarding her male waiter employee.

Overall, I would highly not recommend anyone to come here nor waist your money considering how the cost of the food is, the quality, and the encounter we had with a...