Twin Peaks — Restaurant in Grand Prairie

Sorry! This is a long review!

The Good: Ailani the amazing server! Very easy to chat with. Friendly! Happy, Empathetic. Trying to go the extra mile.

The Bad: They can't seem to cook a steak correctly!

The Ugly: Well... management doesn't seem to really care and the place plays music extremely loud. So loud in fact that you feel like you have entered a night club.

The experience: Tonight I went to Twin Peaks in Grand Prairie to hang out with a buddy and what I thought was to enjoy a good meal. Or even a half way decent one. The hostess took us to our table and sat us in the area that was open to the weather. Not too bad a place since the weather was very agreeable this evening. Our server arrived to take our order but, we didn't have menus so I asked her to find us a paper menu. Apparently they seem to think that everyone has a phone that can scan QR codes and look at their offerings via their phones. Unfortunately, my battery was low so I wasn't wanting to do that. Our server ran off to grab us our drinks and to find a paper menu.

Strike 1!!! No Menus. So she started to talk to us about what was on the menu. My buddy and I decide on grabbing the New York strip. That comes with loaded mashed potatoes and asparagus. I ordered my steak medium rare and my buddy gets his medium well. I also decided that I would like a salad.

Strike 2!!! Low and behold our meal shows up. My salad comes on the tail end of the delivery of our meal. Not a huge issue, but I would have like to have been able to eat the salad prior to my meal showing up.

Strike 3!!! I cut into my steak and it is overcooked. My buddy looks at his to see if they got mixed up, but no... His is cooked the way he likes it. So I just eat my salad and wait for the server to return. After a few minutes she comes along and hears me out and takes the plate into the back to get a new steak made to order.

Batter up! Strike 1!!! The steak comes back and I cut into it while the server is standing there. It looks medium, not medium rare. I take a bite and it is most definitely overcooked by my standards. More on the well side of medium. Much more than I care to try and masticate. So she runs off to find the manager.

Strike 2!!! Manager comes along after a few minutes and asks, "What's going on?" To which I pointed out that we seem to have a challenge with trying to get a steak cooked properly. His response kind of floored me. He simply stated, " yeah we're not really a steak house. Can we get you something else?" I reply, " No, thank you!" Point of interest... He never did introduce himself.

Strike 3!!! He simply grabs the plate and saunters off. No apology, no empathy, no concern what so ever!

The server comes back and inquired about what transpired and asked if I would like anything else. Back to square ! No menus! I simply state I don't think so. By now I am not hungry having just had a less then optimal experience. She tells me that she will ask the manager to take the meal off the bill! I just shake my head at that. The manager should have offered that since I LITERALLY DID NOT EAT BUT 1 BITE! The server has a knack for customer service that seems to be lacking in the manager. I told her that I don't plan to pay for something that I did not receive and she ran off and got it taken care of.

As my buddy and I are leaving the restaurant, I notice that the manager is in the middle of the dining area near the bar and is just happily chatting with a couple of females that I presume work there. Not a care in the world! Just sitting there chatting away and checking his phone. He really needs to get trained on customer service and how to run a restaurant. He just doesn't seem to care.

Anyways, I feel that giving it 2 stars is being quite generous considering the food snafu and the attitude that exudes from the manager. But, the server really saves the day with her empathy and great personality. If I ever return to this establishment, they better have some sort of printed menu or I will just turn around.

The picture is of the manager as we...

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Recent Reviews Keimonte B. 020 10/20/2024

I came to this Twin Peaks thinking my experience would be close to the experience a patron would have in Addison but it was nothing remotely close.

1st off this was a Sunday and the restaurant was 70% full but parking was non existent unless you parked at main event or in the grass across the street..

The seating was ok but the waitress((ALY) that helped,not served was no better I would have done better reading the menu to her.

Initially upon arrival there were several tables with menus but she insisted on not providing one until the 4th time asked which was 15 minutes after being asked. I thought that was poor customer service but what do I know. I proceeded to order as I was still hungry but it literally ook 20 mins for my order to arrive wich was simple chicken nachos.

When I asked about the beer special she said they were out an proceeded to upscale to a more expensive beer for $8 I only requested what was advertised if it wasn't available please provide an alternative at the same price as it isn't my fault your advertised special wasn't available. I asked for a different waitress or a manager which took an additional 20 mins to be finally confronted by Q who said he was the manager and basically yeah we sold out last night "TAKE IT OR LEAVE IT" as if my patronage wasn't important enough to accommodate a request as a manager for a replacement at the same price.. Furthermore the attitude of both the waitress and the manager were as if they were owed something to visit this restaurant. This place is classless and in the DFW there are too many choices to consider than one that does not appreciate a person who spends their hard earned money at an establishment to receive service less than that of a 7-11..

I wish Addison could show these guys how to be hospitable or they could take an etiquette class on customer relationship and building instead of loosing business..Maybe it was just this particular manager and waitress but I would not recommend or consider this establishment in the future..

Respectfully.

CHOOSE WISELY

update 11/12/2024 In follow up to my review I decided to double down on my expectation and professional disappointment. I noticed that there was a reply to my initial poor review to the Twin Peaks location in Grand Prairie and to say I expected a follow up to my review would have been wishful thinking. I was informed to send the experience details by customer service as listed below and immediately did. I expected a professional follow-up to my requested correspondence and to my displeasure after 1 month have received nothing, not even a thank you. I have concluded this is a DIVE BAR with horrible corporate structure although it is a franchise nothing more nothing less. I assumed because there was a customer service response there would be a professional follow up BUT reiterate although this company may have a big name it's just a name, there is no accountability, responsibility or liability associated with this business. In closing I am sad the poor quality and appreciation of the customer has been infected to the corporate level I sincerely hope this is read and administers change as anyone with any business has worked hard to get there and reputation and dignity is a trademark of that effort, hard work and the success of the business. Before you go please read the reviews...

Horrible, horrible experience. If I could leave 0 stars, I would. Some of my family and I visited this location on 5/5/2024 to celebrate my birthday. I want to note that we are all Grand Prairie locals; we live 5-10 minutes from Epic Central and take up 1-2 tables when we gather; this was our go-to place to have a drink after family gatherings. We had some drinks that did not taste right, and I pointed it out to the manager (they mentioned his name was Q), who said they tasted like they always tasted. I was there a few weeks earlier, and I know how they are supposed to taste, and the manager Q just said I didn’t know what I was talking about. We ordered new drinks and continued our night, trying not to let a bad drink stop my birthday. Towards the end of the night, around 11:20, we ordered a round of shots to toast and a burger. We waited for this for over 20 minutes, and I asked the waiter for our order since the establishment was supposed to close at 12. The manager said he brought the drink to our table and did not care if we drank them or not, that we would have to pay for them. I explained to him that we never received our shots or the burger and that I would not be paying for something I did not receive. I went as far as asking him to check the cameras since we did not receive our food or the shots. He said he doesn’t care about the cameras and will check nothing. After a heated argument, I decided to pay the check as it was and address the issue the next morning. The next day, I called and spoke to a different manager; he apologized for what had happened and took my info down to follow up with me. 3 or 4 days had passed, and I had not heard back, so I decided to call back. I spoke to the general manager, Carlos, who was extremely rude on the phone. He said he did not give a Fu*k about what I was saying (his words) and that if his night manager Q said we drank the shots, that’s all he needed. I insisted that this was not the case and pointed out my family is regular at this location and that it was the first time we had experienced something like this. I kept telling him to please check the cameras and speak to the server, a request he bluntly refused and said he wouldn’t check cameras for such a thing and that he had already told me that whatever his manager Q said that was what he would believe. He said he did not need my or my family’s business and that we were welcome to never return to his twin peaks again. I was very angry and saddened by the whole experience, not only did it ruined my birthday celebration it also left me with such a bad experience I doubt we will ever return, this is a shame since we love the servers there and they had never had an issue taking 20 plus...