LongHorn Steakhouse — Restaurant in Palmetto Bay

Dear H.R.,

The waitresses and hostess on 5/23/22 were no where to be found until 5 minutes of sitting and waiting with me and my 3 kids. So the older women hostess asks if we wanted to eat there? My kids and I look at each other baffled and just said we needed a table please.

In addition, while we waited for the missing hostess to be seated it just happen to be across the To-Go area where I noticed the African American men servicing that area were really loud and behaving unprofessional, the one with a weird braided spiky updo of a pony tail braids at the top of his head just weirdly stared at my kids and I as if he owned the place and we weren’t supposed to be there, and the African American guy with braids in a ponytail we all heard flirting with waitress while we waited. These are not conversations that any customer or kids should be listening to.

The waitress we had was extremely rude and ghosted us after the drinks came in, which she didn’t even bring the food and it was so bad to the point where I had to walk across to the cashier station in the dinner area to get my own napkins.

May I also comment on the quality of the food, the chicken tenders were so greasy my son didn’t want to eat it. I always go to the Florida city location and I can’t believe that the people who work there are nicer and humble than at the falls.

I felt uncomfortable from beginning to end including the African American manager who came to ask in a condescending way what my problem was in the end, were I was attempting to scan the receipt to pay by the front of the restaurant and thought it would be Apple Pay but turns out that you have enter all of your information which is ridiculous.

No one could help, instead everyone was rude and the place although nice, there was no professional etiquette.

I guess the most important part for me is that they made MY KIDS FEEL UNCOMFORTABLE and WE ARE PAYING CUSTOMERS, however, we were treated as a bothersome.

I WILL NEVER go to this location as its employees lack customer service etiquette and if I wanted to go eat at a ghetto environment I would have gone to a shack instead. My children are still talking about today at breakfast and we are all so bothered about the process that we even forgot to get our food we had to go because we were so uncomfortable.

Please do not hire employees lacking politeness and restaurant etiquette. This was supposed to be a celebratory visit for my daughter receiving a Deans scholarship and we just ran out of there as fast as we could. Totally disgusted with...

If I could give zero stars, I would. I've been to this location three times, and each time there was an issue.

1st visit: I went to have dinner here during the first week or two after they opened. The hostess seated us, and menus were provided. We waited approximately 10-12 minutes to be attended to by a waiter, but no one ever came. My partner and I left the establishment to eat elsewhere due to the lack of attentiveness. Before we could reach our cars, a manager chased us down to ask what happened. After explaining the issue and informing them that we were going elsewhere at that point, we were given food certificates for the poor experience.

2nd visit: Curbside pick-up—when someone brings your order to your car via text when you’ve arrived. I waited 8-10 minutes after receiving the text, only to have to go inside myself. When I asked for my order, I was told, "Oh, I was going to go out to your car now." I’m sure you were.

3rd visit: I placed a mobile To-Go order for a burger and salad. When I went inside to pay (because I wasn’t going to wait at curbside for cold food again), I was attended by a woman named Ana with dark brunette hair and arm tattoos. She handed me the check to sign. When I handed it back, I did not leave a tip because it was a To-Go order, and no personal service was provided other than maybe putting my order in a bag. She looked at the receipt, and as I was walking away with my order, she made a snide comment saying, "Thanks for the tip, pal." She said this about 10 feet away from her supervisors, who were all having a conversation.

I avoided confrontation with the young lady as the bigger person and left because maybe she was having a bad day. When I got home, my burger (ordered medium) was well-done and charred—not worth a tip to begin with, let alone the experience. I called the location to speak to a supervisor about the employee and the situation. He was utterly shocked by her comment and the food experience I had. I spoke to a manager named Angelo (i believe that was his name), who was very apologetic for the entire ordeal and took the proper steps to address the issue. A thank you to him. Hopefully, a re-evaluation of this employee and the standards of working in the service industry will be considered. No customer should ever have to...

LongHorn has always been an above average steakhouse. This location in Miami though, takes the cake (or steak) for being the least efficient and poorly executed service yet. Starting from the begining, we always expect some sort of wait. Informed of a 20 minute wait for a party of 5 is normal. Ultimately, after 45 minutes and rally no other groups waiting for a table, we had to continuously ask for a seating..being told, we have to put 2 tables together to seat 5 (not true). The math for the staff was difficult to overcome. They ultimately sat us in a corner booth that was perfect after a 50 minute wait. With that, I'll say our server Christina, was a high point. This would have been a 5 Star for her on service, if not for the hosting staff and their logistics issues. Ultimately food comes out (no issues on ordering or timing), my steak ( 6oz sirloin w/ Shrimp, baked potato and broccoli) was blanched (greyish in look). Very tough, and 0 taste. The broccoli seemed dried out, to the point the florets broke off on touch and the baked potato somewhat lacked, but is always fixable. I had 2 bites of steak and called it, ate the baked potato and decided to take it all home, the dog may enjoy it. I informed my spouse of my opinion and told her I thought my steak had been boiled..no sure why, no sear or season on the steak. Oddly enough, our son who had been a line chef for years decided he would eat it...without saying a word..he yelled out "hey you know this steak has been recooked and boiled?" That was it I gues..they had reheated or boiled my steak to a point of inedibility and tried passing it off. Later in the night, our other son who had joined us, called to thank us for dinner...and immediately therafter asked if my steak was good..at that point we found no..both steaks were identically bad. Yet the other 3 members of our party's steak may have been fine, Im not going to bother making family phone calls about it. Ultimately, this location is poorly ran, it's just a reflection on the management, that should be corrected. I DO NOT recommend this location, other locations have as I said been above average...