LongHorn Steakhouse — Restaurant in Plano

I placed a takeout order for the Parmesan Crusted Chicken, a meal I absolutely love, but had a horrible experience with this time around. The chicken was overly dry, overcooked, and the signature parmesan and garlic cheese blend was lacking. But I really wouldn’t be here writing a review if it wasn’t for how the situation was handled when I spoke to a manager about it over the phone.

I drove to this location to pick up my takeout order around 7:00 pm on 10/31 and later met up with a friend to enjoy our meal. I waited till the next day (11/1) around 5:00 pm to call about the experience, so I could speak with someone privately. While the manager was nice enough, when I told her about my experience, she never apologized about the situation. She needed to look up my ticket to clarify my order, and I asked her to call me back (or I call her when she found it). I called back later in the evening to check up on the situation. She told me that because it had been over 24 hours and that I didn’t call as soon as I received the order so that they could fix it, she’ll have to report it to “Guest Relations,” and they would get back to me within 24-72 hours.

I was honestly taken aback by the response. I told her that (1) it had NOT been over 24 hours and (2) I drove out to pick up a togo meal that I was simply not going to eat “as soon as I received” it from the restaurant. I drove back to my friends house, settled down for dinner, and WAS NOT going to drive all the way back to the restaurant to have it fixed. That doesn’t make any sense.

I also mentioned that there have been several times that my family and I have gotten this meal and it’s been spot on—the meat is juicy, perfectly seasoned, and the garlic parmesan sauce is nicely smothered. However, there have also been several times that we have experienced this same situation where the chicken is not prepared correctly. These experiences are rather frustrating, especially when we know what the meal should taste like. My father will speak with a manager, and the situation will immediately be remedied in a professional manner either with a refund or a credit for the next visit.

Whenever I have a bad experience at a restaurant, there’s usually a sincere apology, an address that this kind of repetitive experience is simply unacceptable, and a quick resolution to the problem. That was not the case this time with Longhorn Steakhouse which made me quite upset as my family and I are regular guests. As someone who works in the service industry, I am aware that a manager has the authority as well as the responsibility to ensure the guest is happy with their experience and if not that a compromise is made swiftly. It’s unfortunate that this location did not live up to that standard as I’m sure it will upset future...

I should have given this place one star. The good food is why I moved it up to two stars... My wife and I went here with another couple.

Well the service is terrible... Here's the list: We didn't have silverware. Our appetizer arrived long before our drinks. We still didn't have silverware so my wife went to the host stand where they were also out of silverware so all we could do is look at our appetizer and the bread on the table, we couldn't actually eat them. Ten minutes later we asked again and we finally got our silverware. The salads showed up 35 minutes after we we seated. Our meals showed up 50 minutes after being seated. . . And they were wrong!! --- ON THE PICTURED DISH, I ordered Mac and cheese, broccoli, and fried okra for sides. You can see that is clearly NOT what was delivered. --- One of my friends was also missing one of her sides completely. Late in the dinner... For one of my friends, asking for a refill, the answer was, "sorry all glassware is in the dishwasher, it'll be a few moments". My friend objected so they delivered the wine in a carafe, so she could pour her own glass. This is a perfectly acceptable way to serve wine, so it's beyond me why they didn't do this in the first place when they knew they were having an issue. For the other friend that was accompanying us, he asked for a Samuel Adams winter, a different beer from what he was drinking earlier, but one that they are specifically advertising... the reply, "Sorry we're out"... So he got a Shiner instead. How do you run out of your featured item?

When you spend $160 for a party of four, I understand things aren't always going to be perfect, but this experience was pathetic.

Three or four people at the table really enjoyed their food the other person said it was good but not great, but that was good enough to raise this from one star to two stars, strictly because of the food.

Edited to one star when my credit card bill arrived in the mail. We gave them two credit cards and asked them to put the check down the middle. Instead there were two separate charges on my credit card and no charges on our friends' credit card. So why did they take two...

Id like to say, this place is extremely popular on saturday it seems, we showed up around 830 pm and had a 1hr long wait, which was fine by me as I had a long awaited date night. When we got seated service was promt and quick and Elizabeth came and told us her recommended app. As this was my first time there, the spicy chicken bites were amazing with ranch. Our order was two longhorn steaks medium rare. They arrived decently quick and mine was juicy and tender, however my wifes came in overcooked slighlty ( medium well more likely, I also ordered a lobster tail which ended up a little too tough) we notified Elizabeth amd she jumped into action and even took the tail off the bill and got a new steak coming, a lovely gentleman named Shane came by and checked on us and was very helpful, the kitchen got another longhorn cooked for my wife and unfortunately it also was overcooked to medium well as well, however Shane immediately came by with Elizabeth and asked to personally cook the longhorn steak for my wife, within less than 10 minutes my wifes new hand cooked steak came out and was perfect! And may I say I was also jealous as hers even seemed to be better seasoned than mine came out. After the ordeal the General Manager came out to check on us and apologized for such a experience. She ended up comping the full meal much to my amazement as I expected just the tail and maybe my wifes steak at best, we ended up also with 2 giftcards and will definetly be returning later this month at my birthday.

Also I have to say that steal was the juicest steak ive had thus far in 22-23 years. Also the roasted corn on the cob is AMAZING. Shane should also do a bit more cooking if needed because his steak was amazing. The team at this location were very great in regards to handling customer satisfaction and retention as I will be...