Texas Steak Express - San Angelo — Restaurant in San Angelo

I was visiting from Lubbock. My mother in law and wife placed an online order and my father in law and I went to pick it up. When we arrived it wasn’t ready but we were a bit early. They gave us two drinks when we had ordered 4 plus a kids drink and told us to drive around and get back in line.

We got back in line and waited for another 10-15 minutes. When we arrived back at the window they told us it still wasn’t ready and to drive around again. By this time we were past our pickup time and had been there for close to 20 minutes. We told them they had also forgotten our other drinks and received them at that point. My father in law didn’t want to drive around again because there were a number of cars behind us and he didn’t want to wait another 20 or 30 minutes to get our meal if it would be done sooner than that. They finally sent some guy to the window to tell us it wasn’t ready and to ask us to go park by the front door and they would bring it out to us.

So we go to the front door with our drinks and wait for another 20 minutes or more and they never bring our food out. All the cars that were behind us received their food and left. We waited about 5 minutes or so after the last car had gone and when they still didn’t bring out our food we went back into the line.

The food was sitting on a shelf at this point for who knows how long. When my father in law expressed his displeasure at all of this the guy at the window popped off and said, “This isn’t fast food sir. We got a lot of online orders.” Clearly. Clearly they aren’t fast food. As far as online orders that is why they put a time frame in the email when you make the online order, correct?

So with that exceptional customer service and amazing staffing and operational juggling of a busy time with a lot of incoming orders and after having waited for over an hour we went home with cold food and completely watered down drinks.

This was the worst experience I have EVER had with a Steak Express. I even sent in a message to the manager which...

I've never encountered a more disrespectful and unprofessional manager in my life. I called to place a family order, making it clear that my daughter and I have severe allergies to tomatoes and lettuce. I asked if it was possible to skip the pre-packaged condiments on our burger and instead get a side of pickles. The employee consulted their manager, who flatly refused. I then requested to speak directly to the manager, explaining our food allergy and asking if we could have pickles separately to avoid cross-contamination. Shockingly, he replied, "No, we don't have a button to charge for that." I was in disbelief. I mentioned that this location had accommodated us before, to which he replied that now he had to report it because it's against their policy. When I asked if it was due to being busy, he said no. Then asked why was he so angry about the situation. He stated bc I already told my employee no and that wasn't enough for you now you want to talk to me. I said it's just a small cup literally 6/8 pickles. He then said in a condescending voice I know you're doing this just for pickles." I reiterated that it was due to allergies, and asked for his general manager's contact information, but he refused, stating why so I could twisting the story up to make him look bad. Frustrated and feeling unsafe about my food preparation, I asked if he wanted my business, to which he indifferently replied, "Honestly, I don't care; it's up to you." While I initially enjoyed the food, at this location. I won't return due to management issues. To the general manager, I have a recording of the incident. My daughter later called to inquire about the manager's name, which was...

Ordered lunch for a meeting at our office. There were no veggies or condiments included for any of the burgers. We didn't receive any chips either. When I called, the manager (Kaleb) was extremely rude when I asked if someone could bring the missing items. He stated that there was no one available to bring them and that he could offer a 15% discount on our next order. I advised him that we didn't receive what the company had paid for and that we'd like to have it. He told me that I was causing him to burn someone else's food, because he was having to talk to me. He then put another manager on the phone. (Ryan) He was very rude, as well as loud. I asked to speak with someone above him and he stated that (Casonya) would tell me the same thing and that is that there's nothing they could do about it. I asked him if she was the owner and he stated that Bob and Juan were the owners, but they have no last names or contact info for them. I really thought that they'd appreciate knowing how rude their staff had been in order to improve customer service. I've never been spoken to with such disrespect when dealing with an establishment before. The delivery man was finally sent back out 45 minutes later with the rest of our order with 5 minutes of our meeting remaining. Needless to say the whole situation was an inconvenience, not to mention stressful when you have planned a lunch meeting and your being spoken to so rudely and with such lack of concern. The food was not bad at all, but the customer service was such that we will not consider Steak Express...