LongHorn Steakhouse — Restaurant in Tyler

Tonight, we went to Longhorn Steakhouse here in Tyler to celebrate my mom's 63rd Birthday. All of us typically love to eat there and have never had any complaints, until tonight. To start it out, there was a 20 minute wait when there was literally no one in the restaurant. There were maybe like 6-8 tables with people at them and the rest were open but they were "waiting on the servers to get ready." The servers got there at 5pm, why in the world does it take them 20 minutes to get ready for a table? Then, they were out of tea, which is literally what everyone usually drinks. But, it's whatever, it happens. We had a party of 14 people, so one server took the drink and food orders for one side of the table while a different server took drink and food orders for the other side of the table. It took a little while to get our order taken and when they did, we also learned they were out of salads. A little more agitated about this, but again, it happens. About 30 minutes go by and one half of the table begins to get their food. Different servers literally brought out one meal at a time, all for that side of the table. During this time, we also notice that they're bringing salads out to other tables, but we were told that they were out of salads. One of our servers explained that they went to Olive Garden to get some salad and now they had them. 20-25 minutes go by, that half of the table is completely finished eating, and the rest of us still haven't gotten any food. We couldn't find either of our servers and finally we got the attention of a different server to ask what was going on. After that, the manager comes over and says that there was a system glitch and half of the order didn't go through. It was very convenient, though, that it was just the order that the other server took that "didn't go through." We all know what really happened, that server forgot to put in the order. The problem is, the manager felt the need to lie about it and blame it on the system. After all of this, the server that forgot our order was nowhere to be found and never came back to the table at all. Of course, my mom, whose birthday we are celebrating, is one of the people who didn't get their food. All of our kids were on the side of the table that got their food so they are all done eating and ready to go. But, we ended up waiting for them to cook the remaining few meals that we didn't end up just cancelling so that my mom could actually eat for her birthday meal. Also, when they brought out food to my sister-in-law, they told her they were out of okra also. RIDICULOUS! Then, it took 25 minutes for them to get the checks split and get them to us. It was absolutely ridiculous and insane. Then, the manager only took off 20% from the bill when it was completely and 100% their fault that our food order didn't get put in. It was the worst Longhorn experience that I've ever had and management needs to do a better job and taking care of the customers and owning up to their...

Last night, 11/14/20 at 6:00pm we tried to call ahead for 6 people for my aunt and Uncles Birthday. They just moved to Tyler from California. We were told by whomever answered the phone that it wasn't busy enough to call ahead and to go online to put our name and party number in. We went online but were only able to have 3 people per party, max. When we arrived to Longhorns steakhouse here in Tyler, TX, at 6:20pm, we told the hostess the issue we had trying to put our party number in on the online waitlist. She then took our party of 6 and put us on her list and said that we would be notified via the website when our table was ready which would be about 50 mins and that they just needed a couple of other groups to finish dining so they could put some tables together for us. We said okay and headed outside to wait just like all the other groups of people waiting to dine. At 7:30pm we went in to find out when we would be seated as we were the only group outside still waiting to be seated. The manager, James told my dad it would be another 2 to 3 mins and they would notify us via the website where the hostess had added us to the wait list. My sister and I kept watching and it just kept saying we were 2nd in line, even after multiple refreshes. At 7:45pm we went back in to see what the hold up was. We are only 6 people. Its not like we were a large group. The hostess told us the table was ready and then disappeared. Another person came up and said that it looked like the hostess told you through the website that your table was ready and you guys didn't show up so we had to give your table away. We showed them how the website still showed us as being 2nd in line and asked to speak to the manager, again. The manager came back and said that we misunderstood and that he said it was going to be another 15 to 20 minutes and that they have to put all the online "call aheads" before us. This meant that we were going to be outside all night long, until the call aheads stopped coming. At that point we were livid. At 8:00pm we turned to leave and James, the manager sarcastically said "have a great night"! Whats sad is that we really like this restaurant and have always had great experiences everytime we have come. I can tell you now that that has changed and that We won't be going back again,...

A lovely evening turned bad by the Manager Manny. We arrived and were seated promply, granted it was a Tuesday. My mom and I like a variety, so we decided on Wine and an appetizer, The order was taken promptly while we looked at the menu. Bread was served then wine and the appetizer of delicious white stuffed mushrooms arrived. We are not big eaters and did not need a bunch of leftover so we decided to share a steak. We ordered the Filet (med rare) and asked for the chives to be cut from the Potato. We finished as much of the appetizer as we wanted so to save room for the steak and when it was delivered chives were on the potato. I cut into the steak and it was Med Well, we did not take a bite of the meal, we only cut it. The server saw the order was wrong and offered to have it redone without being asked. (Kudos to her) close to 20 minutes later we are still waiting, My mom who rarely complained in a restaurant finally asked for the manager. She told him that the time frame was unaccetable and that his kitchen was letting the establishment down. HIs response to her comment on the time was that it takes time. I commented med rare is like 4 minutes on each side. He gave some excuse of not using weights and said that this is the first he is heard about it taking so long. So, finally, about 7 min later it arrives and the steak is properly cooked. Nothing but snarky remarks from the manager to compensate us when the kitchen screwed up. The food was good, the server probably apologized 10 times prior to the main course, and the manager is a jerk. I probably will not be back! I don't want a free meal, I want you to own the problem. An offer of 1/2 priced appetizer or a coupon for something on my next visit would have been overly nice since you made lame excuses. Again, don't expect free, but Geeze own the screw-up. 25 minutes from delivering the wrong thing to correcting it is unacceptable, especially on a Tuesday when you are not that busy. Side note we did not slight the wait staff on tip because the kitchen screwed up. Her 10 apologies showed she was doing what she could.

I am so very disappointed in the chain for this reaction from...