LongHorn Steakhouse — Restaurant in Winston-Salem

If there was the possibility of giving NO stars this would be it. Save your money and time, even MANAGEMENT is unaccomodating and lack the necessary empathy and customer service skills to hold her position.

On Friday April 28, 2022 I placed a pick up order at Longhorn on Hanes Mall Blvd in Winston Salem, NC which included 2 orders of steaks and Lobster tails over the phone. Total amount was 85.99. Arrived at the restaurant and called inside to check in and my provide pick up parking spot number. Waited and called inside to check on my order after 30 mins passed. I was told that it was not ready yet. Waited 30 more minutes and no one brought the food out so I called inside again. Long story short my food had been sitting there and NO ONE brought it out NOR called me!!! Finally once the food was brought out to my car of course it was cold and I was totally against paying for steak and lobsters that weren't fresh so I asked them to remake it. After 10 minutes (YES 10 minutes!) a lady brought the food out to me and any body with an ounce of common sense would KNOW that they merely REHEATED my food and attempted to pass it on to me as if it were freshly prepared!!! Even after going inside and asking for the manager my situation worsened as she blatantly lied to me and tried to convince me it was not the same food. What she didn't realize is that they apparently left the sticker on the countainers that indicated the food was time-stamped OVER AN HOUR AGO!!! Needless to say I was LIVID and even more-so hurt that the MANAGER would lie to my face as if I'm some uneducated ignorant FOOL. As an african American female 43 years of age she obviously drew her own assumptions yet had no clue who was in front of her regardless of my outward appearance in sweats I am VERY WELL off financially, VERY successful in my career and more importantly I do NOT lack common sense. Rather than confess or even offer me any type of compensation for the wasted hour and a half plus the inconvenience of dealing with direct ignorance she asked me "Do you want the food or not?" Well of course I respectfully declined and walked out of that poor exscuse for a restaurant establishment hungry...Ridiculous is all I can say. I am aware that since covid occurred it has been difficult for the service industry to hire and keep good help, however, Longhorn you can DEFINITELY DO BETTER THAN THAT!

P.S. It was actually the manager herself who originally took my name and spot number and apparently forgot about me...

My family absolutely loves Longhorn, which is why I was so disappointed with how things turned out recently. Over a month before my mom’s 65th birthday, I called ahead to let the restaurant know I was planning to bring her there to celebrate. I didn’t know the exact number of guests yet, but I wanted to understand the process and give a heads up.

After holding for nearly 15 minutes to speak with a manager (and being transferred once by mistake), I finally reached someone—I believe his name was Neil—who told me to simply call several hours ahead on the day of with the final headcount. He assured me that on a Wednesday evening it shouldn’t be too busy. That was all the information I was given.

Fast forward to the day of: when I called with a party of 18, I was told by a different manager, Denise, that the maximum allowed is 12. This was the first time I’d ever heard of such a restriction. Had I been told that from the beginning, I would have made other arrangements in advance. Instead, I was left scrambling just hours before such an important celebration for my mom.

Thankfully, Darryl’s in Greensboro was able to accommodate us last minute and went above and beyond to make her birthday special. Their manager and staff were excellent, and while we ended up having a wonderful evening, it was disappointing that Longhorn missed the opportunity to do the same—especially since this could have been avoided with clear communication. Not only did the restaurant lose out on what would have been hundreds of dollars in business, but also on our trust.

It will be quite a while before we consider patronizing Longhorn...

UPDATE FROM REVIEW: After I posted a review on regarding the establishment on google a rep reach out to me and I explain my encounter that I had experience for the 3rd time of visiting this restaurant. He was very remorseful and was willing to accommodate the situation. So yesterday I went back up to the restaurant with my kids it was hardly anyone there. My waitress was Alana She was probably the best waitress I have ever had since I visited the establishment. She was on point regarding everything down to my kids I told her about my last few encounters and she was very understanding. She made it her mission to make sure I was going to have a good experience. When waitress Gabby came out to bring my food she let me know that it was a team effort and she proudly presented my meal. It made me smile so hard to think that a entire staff went the extra mile to make sure my food was correct and took time to ensure that it was. I want to also point out the cook Chase came out as well to make sure that everything was ok I even gave him a hug and thank him for being kind and considerate. Yesterday was a ruff day for me and my family and I honestly don't know what made me go to this restaurant considering the last few experiences that I had but they sure made me feel special and gave me a little relief about other concerns going on. Kindness truly makes a difference even something as small as making sure a meal is cook properly I want to thank the entire Long horn staff for yesterday and making sure me and my babies had a...