LongHorn Steakhouse — Restaurant in Orland Township

I reached out to the managing partner, Matthew Cimino, hoping he would address this situation, but I have not heard back yet. Here’s what happened:

My party of 10 arrived at the LongHorn Steakhouse in Orland Park, IL, on Sunday, May 26th at 5:30 PM. We were informed of a 2-hour wait, which we agreed to. However, after the initial wait, we were delayed an additional 30 minutes. The host, Taylor, told us there were two parties ahead of us and that we would be seated as soon as one of them left. When a table became available and was cleaned, we were then given a different explanation about waiting for another party to leave. When we spoke to Taylor again, she was very rude, lied about her name, and claimed we had only been waiting for 118 minutes.

We then approached Dorothy, the manager, hoping for assistance, but she was unhelpful. Instead of resolving the issue, she said that talking to us was preventing her from cleaning the table we were waiting for. Eventually, we were seated at the cleaned table after being told that servers were now available for that section.

The entire experience was very disturbing, with no apologies and rude attitudes from both Taylor and Dorothy. Taylor’s behavior as a host is unacceptable, and Dorothy’s excuse about being stressed is not an excuse for poor customer service. Customer service should be about handling guests professionally, even in high-stress situations.

Frank, our waiter, was very kind and the only reason I decided to continue with my meal. He didn't have to do anything but apologize for his colleagues' and leadership's behavior, which is more than what Dorothy and Taylor did. They did not respect us as guests at the restaurant and ruined our happy occasion.

Dorothy never came over to our table and dismissed us with, "I can’t deal with this." LongHorn Management, please help your staff do better. The way Taylor and Dorothy treated us, a black family celebrating our elderly aunt's birthday, was deeply offensive.

We waited for nearly 3 hours and did not leave the restaurant until 10 PM. My blood is still boiling. I hope LongHorn management addresses this situation. Dorothy and Taylor should not interact with customers, especially Taylor. It's difficult to expect good customer service when her leadership sets such a poor example. It's okay to take our money but not be kind? Do...

I took my son here to celebrate his 14th birthday.I text him plenty steak places to choose from and he chose this place. The food was phenomenal but I left disappointed and will never go back. I told the waiter I was there to celebrate his birthday if he was able to bring a slice of cake with a candle after we were done eating dinner. He agreed and I was anxiously awaiting the moment ready with my phone in hand to record and see his reaction. Unfortunately the moment never came. I waited another 15 minutes and no sign of the waiter anywhere. I got up and spoke to another staff member explained that I was not only waiting for my sons piece of cake and candle but also for the check. Another staff member passed by and she told him to get my waiter. He came out but only with the check in hand. A simple receipt and disappeared. I waited and waited and he finally came took my debit card and said I hope you enjoyed your evening after handing me the receipt to sign and my card back and walked away in a rush. My 6 year old asked mommy where is my brother's surprise and I said I guess it's not coming honey and so we left. My son of course asked what she was talking about and I explained to him and he said wow like I get they are busy but something like that how can you forget? I wanted to cry but kept it together. The fact that I could've taken him to any other place who would've made his day special for him and this place ruined it for my daughter who was excited to see it for me that I anxiously awaited and for him celebrating his birthday is just beyond aggravating. So to my waiter and the other staff member that I explained my situation I hope in the future you pay close attention to your customers because I review everywhere I go. Most of my reviews are good but this one sure isn't. I did leave a 22% percent tip on a $63 dollar check because even though you ruined what should've been a happy moment for my son I know that waiters live mostly off their tips. We did enjoy our food but like I said we will never return...

Never go on a Saturday when it’s busy. The steak is a different quality and they don’t think you will notice. We went on a Wednesday totally dead. The New York strip and ribeye was absolutely delicious. Tender and seasoned very well. We ordered well done. We went on a Wednesday totally. Two weeks later we go back on a Saturday, order the same thing but my sister, new to the place ordered a well done steak and my daughter ordered medium well. We started eating and the steak was hard to cut and tough to eat and unseasoned. My daughter’s steak was bleeding. When the waiter came back my sister said the steak was tough. His response was the complete turn off. “Well when you order steak well done you are naturally going to get a steak a little tougher than the other steaks that are not well done.” Dumbest answer I have ever heard. Why would anybody order well done if we know we can’t chew it? Well his answer was meant to say, I’m not going to get another steak for you and you just have to deal with it. I wanted the cook to come out but we were trying to have a nice evening and they knew it would lead to nothing. We are not complainers so the steak had to be bad if we had to say something to the waiter, and we were ignored. My daughter took a bloody steak home and I took my dry steak home to steam it tender and my sister threw her entire steak away. That’s how bad it was. For not helping us we will take our 160.00 elsewhere. Suggestion: waiters don’t ignore your customers or give stupid answers for bad steaks. We...