Houston's — Restaurant in Hackensack

This has to be the worst dining experience and most disappointing encounter with a restaurant manager (JODY FREINKEL) in my entire adult life. I grew up going to Houston’s and I have observed that since recently changing management last June the caliber of service and quality of waiters has significantly gone down. There used to be an hour and a half wait to get a seat there now, and when you finally got a table, you were served by highly trained experienced waiters. I went there last night with my sister and the place was practically empty, the staff was rude and inexperienced.. We were there to celebrate her birthday. She hasn’t been out in months because she has 3 little kids and it’s hard for her to find a baby sitter. This was a big celebratory night for us and we kept our 15 year + tradition of going to Houston’s. When my friend ordered a dirty martini we both noticed it was only 2 thirds of the way full almost as if it spilled on the way over. We have ordered martinis many times in our history of going to Houston’s and they’ve always been filled to the top. I wasn’t going to say anything but because it was her birthday, her first night out in months, and the only drink she was going to have I kindly brought it the waitress’ attention. I didn’t think it was a big deal until their recent new manager Jody Freinkel came storming over to us in the most condescending way. She argued with us that this is their measured pour. That there is no way we would have ever received a martini filled to the top as this is not their standard. The irony is that the table to our left had a martini filled to the top. I hate to pull the race card but her demeanor felt very discriminatory. My husband and I are restaurant owners ourselves in nyc and there is a everything wrong with this scenario. We never asked to speak to the manager. I just made an observation to the waitress. She could have offered to remake the drink, offered us another drink option or first asked us if we wanted to speak to the restaurant’s manager. Also, by the time you have asked to speak to the manager there is usually a much more elevated approach. Usually the manager is apologetic, accommodating and puts the needs of the guest first. In my experience as a restaurant owner I wouldn’t sacrifice a loyal customer for an extra pour towards a drink. Jody was aggressive, argumentative and even assured us that if she remade the drink it would be in the exact same way, less than 2 thirds of the way full. I even reminded her that we’ve been going there for years, that it was a celebratory birthday night and this only made her more confrontational. So forget the complimentary birthday dessert most restaurants would give you knowing it’s your birthday. This was far from that. How can someone be mean to someone like this on their birthday?? She obviously observed my foreign accent and went as far as condescendingly teaching me the “American” size of a martini glass since clearly I’m not American and I don’t know. So rude. So racist. I am in complete shock that this is the kind of person that has been hired to manage this location. It makes me wonder if this is why the food at this location is not up to the Hillstone Restaurant Group standard. My ribs were cold, and the French friends stale. Not only will I never step foot in this restaurant because of my interaction with Jodie, but I will warn every single person in my network about this Hackensack location and advise them to go the few extra miles and visit the nyc locations. I will also continue to escalate this to the very top. George Biel, who founded Hillstone, built this restaurant on warm family values. It’s supposed to invite people from all over the world, regardless of their race or ethnicity. The whole experience is supposed to be the opposite of what Jodie and our waitress gave us. Being in the restaurant community myself I will not stop until I make sure George finds out what is happening in his...

I visited with my gf on Sunday for her birthday. The food was good. When they said the specials they mentioned a NY strip steak. BUT, they didn't disclose it was $64 dollars, plus it was a small steak with only fries as a side. REALLY $64 for strip steak? That little steak? The steak, my ribs, and 1 app, 1 ice tea, 2 coffees, and 1 dessert, no alcohol, with tip.. $197.00?? AND THEY CHARGE FOR REFILLS OF COFFEE, after spending all that money. REALLY? I cannot even get a coffee refill. These people have no shame. I ignored this at first and we were resigned to have a good time regardless. There had been a man near us,who probably was served too much alcohol, that was loud and cursing. I put my phone on low, so only we could hear it for background. Servers and managers walked by us dozens of times, and we bothered no one, especially because the place is generally very loud. After a few hours, some arrogant mgr named Luke came by and confronted me and tried to bully and intimidate us, after I paid their steep bill, of course. We asked who we were bothering, but Luke couldn't answer us. WE HEARD CRICKETS. We bothered no one and we sat there minding our business. I have an idea why this guy singled us out and i wrote to the company about it, twice about it. It is too much to write on a Google review but i will be very happy to explain every detail to whoever wants to know. I called the head manager, Todd Martin, to try and make things right. But Martin was arrogant and dismissed every I said, instead blindly backing Luke, who is a glorified waiter, but acting and dressing like a secret service agent. Martin was arrogant, acting like he was doing me a favor by picking up the phone, but couldn't answer me when I asked Martin as to why he didn't contact me when he got my written msg to the company. Crickets. Martin dismissed me totally so I asked who is higher that I can contact. Martin abruptly hung up on me. REALLY? HANG UP ON ME when I tried to explain what happened? Of course Todd Martin waited until my credit card cleared to be so bold. My second message to corporate I spoke to a woman named Jessica who also dismissed everything I said. I TRIED TO MAKE IT RIGHT WITH HOUSTONS, BUT THEY HAVE MY MONEY AND IN THE END, in my opinion, THEY DONT CARE ABOUT ANYONE , JUST MAKING A LARGE PROFIT. Jessica told me that NO ONE is allowed to use their phone AT ALL IN HOUSTONS! REALLY? she says anyone picking up a call is told to put their phone down right away! Really? I'm not one appreciating listening to others' conversations at a restaurant, BUT,

1. I've been there other times and I've NEVER seen this lame policy enforced.
2. if my son is calling me, IM PICKING UP MY PHONE, I DONT CARE WHAT THESE COLD HEARTED PEOPLE TELL ME. WHO DO THEY THINK THEY ARE??. YOU CANNOT PICK UP YOUR PHONE, NO MATTER WHAT?? What arrogance!! AGAIN, THESE PEOPLE ACT LIKE THEY ARE THE SECRET SERVICE, BUT ARE ONLY GLORIFIED WAITERS. and I respect everyone, but I cannot believe the arrogance on Martin and the glorified waiter, especially with their way overpriced menu. You would think they would be a bit nicer considering instead of being so hard. Do yourself a favor, you can find a much better restaurant such as the Chart House in Weehawken, that is actually less expensive, on the Hudson River, with beautiful views of the Manhattan skyline, and for less money and less arrogance. What view do you have at HOUSTONS in hackensack? The filthy parking lot? Where we inadvertently parked next to a dirty diaper with stuff leaking out, which looked like it had been there for days, and garbage that we literally had to step around. DISGUSTING. GOODBYE HOUSTONS and good riddance Martin and staff. WE CAN DO BETTER...

I’m almost sad to leave this review as I’ve been coming to this restaurant with my family since it opened, and even before that tbh (back when they operated in DC). We also go to the Houston’s/Hillstones all over the country, both when traveling for business and pleasure. With that said, the restaurant’s policies have just become too much. A family of 5 cannot go out to dinner anymore at this restaurant. And once you get there, things just feel incredibly rushed. I don’t think any customer in the history of this place has ever needed to request a check - it’s always delivered to you while you are getting dessert. When you no longer get your waters filled you know they’re about to deliver your check.

What’s worse though is that the past few times they have messed up our order, either with the steak or burger being way too rare, and they don’t offer a new piece, don’t offer any type of compensation while you wait for your steak and the rest of your party has finished eating, and then rush you with the bill since your time is “up,” even though they messed up the order. It’s bad form.

Houston’s had always gotten things right, but lately they have become too corporate and it’s just not as fun to go to anymore. I used to be a regular, going for lunch meetings as well as family events, but family events are out and the mess up’s have left a bad taste to the point where instead of going 1-2 times per month, it’s now 3-5 times per year max.

The new policy has also driven the managers to become the lethal enforcers. Instead of being there to smooth things over with their guests, they just escalate things. I’ve seen it with other people in our party and it’s honestly embarrassing. It’s very uncomfortable and not something we really experience at any other restaurant that is comparable in terms of food, price or atmosphere.

Maybe they don’t care so much as their formula is making them money, but it’s pissing people off all over the place, and especially in their Hackensack location, and it’s unfortunate to see as they’ve always been a favorite.

What’s the biggest joke is that they say their tables cannot accommodate more than 4 people, but the same table will accommodate 5 on M-W and used to...