LongHorn Steakhouse — Restaurant in Jacksonville

I’m a big Long Horn fan. I go all the time. This was my first time at this location. My mother and I came in and it was full. I asked if it was alright to grab a high top at the bar. I was told yes, it is first come first serve. The bar area was somewhat busy busy but nothing crazy. It took about 15 Mins for the bartender to actually greet us. We placed our drink orders and when the drinks came out we placed our appetizers and entree. The appetizers took about 20 mins to come out and the fries were cold. The chicken wraps were also not hot but I was told yes hungry to wait so I asked for fresh fries and my mother and I enjoyed the lukewarm chicken wraps. After about 30 mins of finishing our appetizers, our entree still had not come out. A food runner came to me (I’m Guessing after seeing the frustration on my face) and asked if we were waiting on anything. I said yes our entrees , she looked at me confused then went back into the kitchen about 5 mins later she went over to the bartender (I’m guessing to ask about our food) 10 mins later she came back and said the ticket was on the screen but she had no clue how long it would take (as a person who has worked in the service industry for over 15+years I knew that was bs) I asked to speak to a manager. He came over and I explained how there are people around us who got here after us and received their appetizers and entrees and we still had no received our Entrees , he said it was unacceptable and disappeared to the back. After 10 mins with no return from the manager I asked to speak to him again , he appeared from The kitchen and I motioned for the check (at that point my mom and I just wanted to leave) 5 mins later the bartender went to deliver drinks to another high top and my mom began to complain to her. I asked my mom to stop and let her deliver her drinks, my mother then went to the bathroom. The bartender then came to me and asked if everything was okay and I told her how we still hadn’t received our entrees , she told me it was the kitchens fault and that they have been not doing well and that our check was covered . I told her that no one told me our check was covered and she said again that it was covered and that we were welcome to still sit and wait for the meal. My mother returned from the bathroom and we waited 5 more mins and left. The manager never came back from the kitchen to tell us anything. While I was leaving I asked for the managers name and was told it was Josh. I also asked for the card for the general manager. I called the number on the card e and left a detailed message and still have not heard any follow up. The whole experience was disappointing and unprofessional. The servers , kitchen staff and management all need refresher training on service and...

We arrived and the place was pretty empty. Our party of 6 was seated immediately, (my husband and I and our 4 kids), but we waited a good 15-20 minutes before our waiter came to take our drink order. We watched as a table next to us was seated and a table behind us was seated. Since it had been so long we already knew what we wanted to eat. We placed our order with 5 of us getting cups of French onion soup and 1 salad. We waited another 10 minutes before getting our drinks and my moscato which is usually served chilled had a lot of condensation on the glass and was room temperature so I assume it sat awhile. The table next to us and behind us got their drinks and salads/soups before we even got our drinks. The table next to us put in their food order after our drinks came. The table behind us put in their food order after the table beside us. The table next to us got their food. The waitress for that table checked in on them three times before we saw our waiter. 40ish minutes later our bowls of soup came (another waitress brought them) though I ordered cups, and they were warm, but not like usual. It felt like they had been sitting awhile. Nonetheless we were hungry and just ate it. 5 minutes after our food came with the table behind us. Three of the meals were Mac and cheese, two were steak and one ribs. So, it’s not like we got 6 adult super complicated meals. My lobster was extremely overcooked with the consistency of leather and was cold. There were really hard bits in the Brussels and my appetite was gone with the trash for service and then the cold food I just wanted to go. My husband had asked for ketchup when he got his meal and he was finished before the waiter brought it. He was in the restroom when the waiter asked “does he even want the ketchup anymore?” I lost it in the most professional way I could muster and let the waiter know how horrible this whole experience was. Longhorn is my all time FAVORITE restaurant as the consistency through the restaurants are usually great. He said OK and walked away. He never came back to the table and a manager never came to ask what may be wrong. I wasn’t looking for anything for free as I paid my bill BEFORE telling anyone what a trash experience I had. I have never had a horrible experience and I am one not to complain, but this was just a disappointment and a disgrace to the longhorn name. I wish I would’ve saved my $150 and...

So I normally don't do reviews unless it's horrible service or amazing service well this pickup experience and speaking with the manager Josh W. was the worst I've ever experienced. I will be showing 3 pictures one that our meal should have looked like from June 22 and two from July 22 that was poorly made. The first picture is supposed to be parmesan crusted chicken clearly no extra parmesan crusted chicken. The second image is my sirloin steak supposed to be medium rare but it wasn't and it was extremely tough to eat. Now this last picture is an order that we had on June 22 and this is what her food looked like same order just different date. We ordered this on June 22, so this is what I expected to get last night on July 22 and a month ago met our expectations but this was our last time going to this location. For the manager Josh Wilbert was so rude and unprofessional on the phone. He refused to listen and acknowledge the issue and he was extremely rude even after seeing the image of the food I stated this is not the quality of food that we have received from Longhorn and I would be contacting another manager/ close relative/ or corporate office to rectify the situation after that Josh hungup the phone. If he is indeed a manager he definitely needs training on customer service skills and knowing how to speak to customers seeing as though your business is to provide quality service and quality food to customers. This particular location I've tried personally and alot of my experiences has been awful from waiters sevices, pickup orders, and in person dining. So please reach back out to me if you needed anything else as it pertains to my experience. Please see how a parmesan crusted chicken is supposed to look versus what we got, and look at my steak that I requested to be medium well... Like either Longhorn has new cooks or...