LongHorn Steakhouse — Restaurant in Indianapolis

Two stars for good food an unacceptable service.

We ordered our food online at 4:30 p.m. with a scheduled pickup at 6:30. I arrived at the restaurant at 6:35. The lobby was absolutely packed, and the (multiple) aloof staff members working the host both all failed to greet me, leaving me to stand there, confused, wondering where to get my food.

After clearing the people who came in before me they started helping people who came in after me until I spoke up and asked where I should go to get my food -- like they weren't paying attention to the order people came in at all. The guy I talked to gave me attitude since I finally had to cut in on him greeting someone who came in 10m after me, as though I was interrupting (when really, he and his coworkers simply failed to do their jobs).

Was sent to a tiny little bullpen area beside the bar with three people already crammed in it. Stood there shoulder-to-shoulder with strangers waiting - once again - on someone to acknowledge my presence. After maybe 10 more minutes of this the bartender gave me some halfarsed excused about how busy it was (it wasn't that bad) and told me my food should be out soon.

Around 6:50 someone came out to take my payment and bring me the meals I ordered. They went through item-by-item and STILL managed to forget the bread and the drink that came with the kids meal we ordered - this is partially on me for forgetting, but when someone's literally being paid to check off the items on the receipt and ensure they're there, there shouldn't be any mistakes... let alone two.

Finally paid around 7:05 p.m., 35 minutes after my scheduled pickup time. I didn't tip since I felt the service was so subpar (and frankly wondered why there was a tip line when the only thing the person did was poorly confirm my order). She was pretty clearly unhappy about this, and showed it through her tone and body language - oh well.

I was pretty upset by the whole situation and won't be eating there again. I don't expect people to fall all over themselves to handle an online order, but if I'm spending $70+ on three meals and an appetizer I should at least get what I paid for and interact with staff who care a little...

Title: Disappointing Experience and Poor Customer Service

I’ve been a loyal customer of LongHorn Steakhouse for the past five years, but after my recent experience, I'm not sure I'll be returning. I ordered a pick-up for lunch, sticking with my usual chicken sandwich with everything, extra ranch, and a loaded baked potato. My son ordered a chicken sandwich with fries—no onion, no tomato.

When we got home and started our meal, I was shocked to find just a plain chicken and bread sandwich with none of the expected toppings—no lettuce, tomato, pickles, ranch, or mayo. My son's order was also incorrect, lacking customization. To make matters worse, the baked potato tasted old or overcooked, far from what I expected given past experiences.

I called the restaurant and spoke to someone named Chrys who I'd never dealt with before. Instead of understanding my concerns, he chose to argue with me, insisting that their baked potatoes are made every 30 minutes. Regardless of when it was made, the quality was not there this time.

Chrys only offered to replace one meal, which I found unsatisfactory. Both of our orders were incorrect, and I felt that a single replacement was a minimal effort to correct their mistakes.

Customer service these days seems to be a shadow of what it once was. I shouldn’t have to debate over food that I paid for, especially from a place I've frequented for years. I'm truly disappointed in how this situation was handled. LongHorn, you ought to be ashamed...

Disappointed in our visit to this restaurant this evening. Walked in and was told the wait for party of 2 would be 15 minutes. No big deal, so we sit down and wait over 15 minutes, once again no big deal I understand they could have been short staffed... but what really irritated me was when everyone that came in before us and even after us was seated before we were, a couple came in (after we waited past the said time to be seated) and requested a specific waitress. They immediately sat them with the waitress they requested. I was so hungry to the point I felt like I was going to get sick and so I asked the lady that said she was the manager how much longer for us to be seated and asked her if she knew that couple came in after us and was immediately seated when they had no reservations and we had already been waiting. She said "If someone comes in and requests a specific waitress they immediately get seated first when that specific waitress has an open table" that is HORRIBLE customer service. I dont care who you are or who you ask for, if it is first come first serve there should be no jumping ahead just because someone asks for a specific waitress. We should have walked out but I was so hungry I felt like I was going to pass out and couldn't wait to go somewhere else and have to wait again. Food was good and our waiter was great but this manager needs to go back to some training classes on customer service because if that is how people are treated this place...