LongHorn Steakhouse — Restaurant in Lancaster

Terrible customer service by reception desk. Will never visit a LongHorn Steakhouse again. Visited the Lancaster PA Park City Mall location July 17, 2021 with my mother-law. Used the call ahead feature on the website which puts your name on the waitlist. (3:35PM) Arrived 10 minutes later and checked in with the reception desk and was informed one party ahead of us and the wait will be about 10 minutes. No other words were said. Sat down in the closet seat to the receptionist about 10 feet away and in direct site of the receptionist. About 10-12 minutes go by and I look at my phone. We had been texted that our table was ready(3:51PM). I did not hear the text message as the phone was in a tee shirt pocket and the backgound noise prevented me from noticing the text message sound. They sent a second text 8 minutes later. (3:59PM) Now please take into account I was told 10 minute wait and this whole process took right around 10 minutes. That is right when I checked my phone, saw their text messages and went the 10 feet to the same person that checked us in. She looked at me and said , we texted you twice and you did not respond so I cancelled your reservation. By this time the restaurant waiting had built up and there was at about a 35 minute anticipated wait. I informed the receptionist that I did not hear the text message over the background noise and that they contacted me much earlier than they said they would but she just looked at me with a puzzled look and said your reservation has been cancelled. I said to her, "You saw me sitting there ten feet away, why didn't you just say something?" The blankness and cluelessness in her eyes was scary. There was not a thought in her head. This caused her mental overload and she called for help. The next helpless individual came up and said your reservation was cancelled to which I replied, I was sitting right there in front of all of your eyes. I then said I'm now standing right in front of you and 2 minutes has past since this cancelled reservation. They were implying that by not responding to the text message in the allotted few minutes that I had lost my spot in line. They actually thought they were going to put me at the back of the waitlist. I looked at the second agent and said "dont start with me. Take care of the customer standing right in front of you". She ran off and said I'm getting a manager as she was not happy at all that I stood up for myself. A man showed up wearing a ridiculous outfit of a red chefs coat and Longhorn bandana/head covering (c'mon now it's LongHorn, not the Palm in NY). He analyzed the situation and said , "he didn't hear the text, just seat him". (It took three people to figure that out and mind you the restaurant was only seating at half capacity due to staffing shortages but they had 3 staff members available to figure out this dilemma). He never made eye contact with me, never said "sorry for the problem" and didn't even acknowledge me when I thanked him. Other than our server (Duran) no one ever came over during the meal to see if everything was good. Our server was great and no complaints about the meal but if I did not get confrontational about the reservation we would have been out of luck. Restaurants have been upping their game around here and only the strong survive. I will not be returning to LH as I work hard for my money and expect to be treated with respect and consideration. As far as the front desk staff, LH must really be scraping the bottom of the barrel for employees and there have obviously cut corners on their training program as no customer should ever be addressed as I was. I will not be going to a LH any more. There are plenty of other establishments that can put a good meal on the table and know how to...

Last Friday evening (2/24/23 roughly 7:30 pm) my family and I decided to dine out at one our of favorite places to go for a juicy steak! Unlike many of our other pleasant experiences, we were waited on by extremely unprofessional and rude staff outside of the young woman who seated us who was pleasant. Our server was a young woman who did not have even a basic understanding or knowledge of customer service. As we proceeded to give her our order she rudely interrupted us and told us that we were not ready to order (which was extremely odd). She was extremely impatient and seemed to have some other issue besides serving my family. She was not friendly at all and she continued to refer to my son as "that boy" which was totally disrespectful. The waitress then proceeded to get her manager on duty, Neil Lien. We DID NOT request her to get a manager, we simply wanted to order our dinner. Neil Lien then approached our table with little regard for myself and family. We were again, treated poorly for no reason whatsoever. He did not offer to reconcile or apologize for his staffs behavior, in fact he did the complete opposite by making the situation worse by showing he had little to no empathy for our bad experience. He was extremely unprofessional and had a very poor attitude. No customer service was provided whatsoever. He made us feel very unwelcomed. He does not deserve to be a manager with his unprofessional attitude towards loyal customers. Because of the poor treatment we received from the wait staff, we decided it was better to leave and spend our money else where where we would be valued customers! Neil Lien made sure to smile and make immature remarks towards us as we walked out of the establishment. Sad to say this was our experience. I don't think we'll be back anytime soon! Please keep these kind of employees out of...

Sad to say this was NOT a good experience. We were sat and waited six minutes to be greeted. The server acted like we were an inconvenience to her day; not personable and when she returned with our beverages, she threw our straws on the table. While taking our order, she is scratching and digging in her face 👀👀👀 ( it's gross and it's COVID) WHO knows if she is washing her hands?!?!?!?!?!? Disgusted, I asked for the manager so I may request a new server. 'Andy' with the ponytail arrived. When I commented about our server touching her face, he made a joke about it and called it a nervous tick. I reminded him of the ServSafe standards and PA department of health code which does not permit touching of the face. How rude of Andy to assume and treat me as if I don't know anything about the industry. After I educated him not to offer the nervous tick as an excuse or expect me to accept this behavior, he sent over another server. She was appropriate and delightful. Side note: there was a lot of dust on your decor. And my favorite, the server who was not personable, was outside when we left. Right by the front door. Literally less than a foot away from the front door. Smoking 🚬. With no regrets or regards to your guests. If I had asthma, her behavior would have triggered an asthma attack. Small children with health issues, she would have triggered them as well. Just no regard and no respect for the quality of life others wish to live. I'm pretty sure there is a dumpster or back dock she should be smoking at not by...