LongHorn Steakhouse

LongHorn Steakhouse
Corporate Office
Complaint
10-12-2020

On Saturday night, 10-10-2020, we (wife and I) were entertaining an important business client from out of state. Our compliments, we decided on your West Springfield, MA site, being one of our favorites. Always a good meal.

I called in the afternoon for a reservation and was told "no reservations---just call ahead about a half hour". OK. No problem. I called about 6:30 for a 7pm arrival. Woman answered and said great, come right over. I asked if 7:15 would be better...nope...come on over. We did. Checked in slightly before 7 and was told we would have to wait about a half hour. What?! We were not advised of a wait like this.

Asking to speak to the manager, I was told that she was the manager. Huh? Her name...best I could get it, after asking twice, was Aliana Smith. She wasn't budging. I asked how to file a complaint. "I don't know". I asked her for a business card, something with her name so I didn't make a mistake. "I don't have any!" She then went to the back toward the kitchen to hide and after about 10 minutes, never came back! We left. We knew the game she was playing.

I find this whole experience extremely rude, unacceptable business practice and embarrassing. The client is important to us and we were red-faced.

Aliana's casual and indifferent behavior to us tells me that she should not have been in any management position, let alone manager of your entire restaurant, if in fact that were true.

Of course, this will have a different spin from Aliana's side. Customer was upset because they had to wait. Done.

Nope! Upset because: 1. Not told in the beginning, and had the impression ‘no wait' on the come right over instruction. 2. The indifferent and casual attitude when she could see that she delivered a shocker to us. 3. That she wouldn't give us a business card or anything with her name. 4. She denied knowing how to file a complaint. What manager doesn't know that? 5. She spun and went to the back kitchen area and hid and never came back, without telling me anything. 6. Her experience to us embarrassed us in front of my client. So rude, so rude. Plus, I'm not sure she told the truth when she told me she was the manager of the restaurant. I submit to you that she is an embarrassment to your fine company.

If I were working for "undercover boss", this part of the tape would be a feature for someone marginally fit for employment and maybe trainable, if the company wanted to put in the expense. You see, I own a business with employees, too. Our customers are #1.

Thank you for listening.

Respectfully,

George W. David
Benefit Solutions, Inc.
181 Park Ave, Suite 10
West Springfield, MA 01089