LongHorn Steakhouse — Restaurant in Georgia

My mom and I just left your restaurant located in Morrow, Georgia and we are very upset. To start, our waitress Lysandra, could not remember our drink order. She left the lemons out of our sweet tea. She did not bring me my salad when she brought out the bread. When I asked her if my salad would come before my meal, she said let me go check and see if they made it...I have friends who have worked at LH and I know that the waiters/waitresses are in charge of making the salads and bringing them to the tables. Then Lysandra set down another table's food on our table and then said oh sorry I got you and the other table behind you mixed up. When our food finally came out both of our steaks were barely lukewarm. My rice was cold and my shrimp were barely lukewarm as well. She forgot our sides and we had to remind her that we were missing broccoli and brussel sprouts. Lysandra kept disappearing and when we finally received our check it did not match what we ordered. She told us that her manager told her to ring it up that way to save us a few dollars... We then gave her two gift cards and I stated directly to her that one was for $25 and one was for $50. Our total was $86.07 and we received a bill back for $21.07...$10 more than what it should have been. When we brought this to Lysandra's attention she guaranteed us that all she did was swipe the gift cards. I asked her to bring me a receipt showing what was taken from the gift cards. One card showed $25 and the other showed $40. We told her that it was supposed to be for $50 and we had the gift card receipt in our car. She once again guaranteed us that it was only for $40...We asked for the manager, Tosha, twice while in the restaurant and she NEVER came. We ended up leaving and calling the gift card phone # and sure enough we have a $10 balance left on that $50 gift card. Lysandra was trying to steal our $10 gift card in our eyes. She never brought the gift cards back to our table until we asked her to. I have now been on hold with restaurant for almost 30 minutes and cannot get Tosha on the phone to voice my complaints. I called the first time and was on hold for over 13 minutes before I hung up and called back. I have now been on hold over 21 minutes. The girl who answered the phone the second time even said "Oh you can't get any help from her" as if Tosha is a bad manager. I am extremely upset with the service at this location. We also ordered food to go and we did not receive the toppings for the loaded baked potato, so we had to ask Lysandra to go get that as well. Then the broccoli we ordered to go had GRAY and BLACK on the bottom of the stems. It looks like they were trying to be slick and give out rotten food in to go orders since most people don't check it before leaving the restaurant. We have not been back in several months because the last time we went we sat at the bar and the waitress flat out forgot to ring in our order...When I asked her about our food she LIED to my face and said the kitchen was backed up. I then saw her go over and ring up our exact order in the computer system. I told her to forget about it and we left hungry and angry. We were praying that this visit would be different, and it was, but for more bad reasons. We will never be returning to this location. Lysandra was more interested in talking to a group of people eating that she must have known personally instead of being focused on waitressing. She was hugging them, chatting it up instead of putting in our order, and she even playfully smacked one man on the back and told him "You see me talking to this table over here". Very...

I’m writing to express my frustration with a recent to-go order I placed online at your location. The experience was disappointing from start to finish.

When ordering my son’s meal online, the system didn’t allow me to select a drink. After checking in at the store, I called the restaurant to specify the drink choice and request 57 sauce. I was transferred from option 3 and kept on hold for over 10 minutes. Even while I was still on hold, the team member brought out my food. I explained that I had been trying to provide the missing drink and sauce request to avoid back-and-forth trips.

She brought out a lemonade, which wasn’t the drink we wanted. After I clarified again, she went back inside and returned with the correct items. I thanked her and checked the bag, only to discover that the chips and dip—the main reason I placed the order—were missing.

When I asked about it, I was told they were out and that it was removed from my ticket. However, no one had communicated this to me. I was never notified or given the option to change or cancel that part of the order. I found it unacceptable to be left guessing about what I did or didn’t receive.

I then called the restaurant again while driving to another LongHorn location just to get the missing items, and once again was left on hold—this time while waiting for a manager who never came on the line.

This experience was extremely disappointing. I spent more time trying to fix the issue, oh also didn’t receive the buffalo sauce nor bread. At this point, I’m left feeling like I should have just returned the entire order.

I hope you’ll take this feedback seriously and address both the communication gaps and customer service issues at this location. Won’t be back.

UPDATE: I called the manager today at 10:47am to report my issue on yesterday. He stated that he would take care of the messed up items. So today at 6 pm again I call in to place the order of spinach dip that I drove across town on yesterday to get only to find that it wasn’t in my bag that prompted me to ask about only to find out they were out and it was never stated until I asked and the wings that had no sauce along with no bread that was requested but again I found out today that they were out yet that was never mentioned. The level of service is at an all time low! The lady doing to go orders need to go away from customers. She really did not understand the point of letting a customer know THAT YOU ARE OUT in advance or at least when you bring the food out 🤷🏽‍♀️. I never would have known. By the way she wouldn’t let me speak to management. She told him that it was Compt because they were out…which is fine… HAD I Known before I wasted my gas and sat there for an additional 20mns to get part of my order. Definitely wouldn’t recommend...

Horrible service. I placed an Order at 6:38pm and my ordered was supposed to be done by 7:10. No one came to bring my order so after 5 minutes, i decided to go in since I saw other people going in. When I get on the inside, there is a line of people with the same issue. I asked for assistance and bar waitress told me she would check, but instead of her checking she went on about her business. I then asked for the manager. The manager never came. My order was finally ready after about 15 minutes. I continued to wait for the manager, he was no where in site. I decided to go out to my car to check my food. They did not give me everything i ordered and the condiments that i received were all wrapped in foil including the sauces. I came back in and asked for the manager, it still took him forever to come. The waitress that I asked for help when I first arrived asked if i needed help. I let her know I was waiting for the manager and would like a refund. The manager finally comes out. I explained to him that I would like a refund and the reason why. He questioned my reason for me not receiving all of what i ordered and told me he would have to go to the back to inspect my order. I asked what was he inspecting. I no longer wanted my food after the long wait, horrible customer service, and my order not being correct. He proceeds to the back after quite some time he come back and says “this is what I can do for you, I can give you a store credit””I can remake the order”. I explained several times again that I did not want store credit and I no longer wanted anything from there and that I would not be returning and to just give me a refund. He goes to the back again! After a long wait again, he came to tell me that he needs the last 4 digits of my card. I explained to him the second time he came that I paid with PayPal through the app. After going back and forth with him, I decided to leave the store and told him that I would dispute and contact corporate tomorrow. I left the restaurant around 7:50pm. The manager said his name was John Garner. He sarcastically told me to have a great day , but never apologized for the inconvenience or lack of customer service that was provided by him or his staff. All I wanted was my refund. I will never return to this...