Outback Steakhouse

Earlier last night (01/03/2023) my 87 year-old mother nearly choked to death in front of me in the Statesville NC location.

The meal was a disaster from beginning to end - the food was virtually inedible, our waiter was inexperienced, overwhelmed and undertrained with no support from other staff, and the lack of management was unacceptable.

Under the circumstances, however, that is the least of my worries. It is extremely concerning that it was a stranger/diner nearby who performed the Heimlich Maneuver that saved my mother's life and another stranger/diner nearby who called 911. The entire dining room ground to a halt while strangers/diners watched what was unfolding. The manager came by long enough to see if someone had called emergency services, and then she - along with every other member of staff - disappeared. Not a single member of staff enquired whether there was anything he/she/they could do to help, if my mother was ok, or if she needed anything during or afterwards. My mother was not offered a private space for EMT to assess her. I took her myself to the reception area instead of outside in the rain or at the table in view of other diners. At no point did any member of staff come to check on her.

Then the bill was an absolute mess, and my mother had to repeatedly ask - after the paramedics had left and she was weak and scared - to get it sorted. We finally escaped about 8pm. When I got her home and settled, I called to ask to speak to the manager to complain and to ask for formal complaint information. She made excuses, gave me the number for the gift card department, burst into tears, told me a staff member had died (the next employee I talked to knew nothing about a death or how to make a complaint) and told me she would be giving her two weeks notice tomorrow. Having worked in hospitality and the service industry for many years (including owning and managing a business), I believe she should.

This all happened because my mother's original sirloin was inedible (her other guest took it home to give to her dogs). When the steak was replaced, the woman who brought it to her insisted on watching her eat some to see if it was acceptable. That is an extraordinary amount of pressure on a frail old woman — it was that steak that my mother nearly choked to death trying to eat. My mother paid cash exceeding $70 and repaid her other guest an inexplicable $11.64 paid on her card. And she barely ate any of her expensive and substandard meal. If I hadn't witnessed the whole disaster with my own eyes, I would have declared it unbelievable. It is my firm belief that, at an absolute minimum, my mother should be reimbursed in full, in cash (no gift card bribery as we will never eat there again). And I believe she should have a written apology from the location management, from the proprietor, Craig Just and from Head Office.

It is now after 2am (01/04/2023) and my mother has awoken in pain, asked for pain meds and her emergency cane. We would not be in this situation were it not for the incompetence of the Statesville NC staff. Fortunately, I am visiting my mother for the holidays because she lives alone. If my mother requires additional medical help after I have to leave on Tuesday 10/01/2023 (I live in England), you will be receiving the bill for that too. And, for the record, I am a journalist as well as a former restaurant critic who is well-educated and articulate who will not let this matter go until there is satisfactory resolution.

I took my father in law to dinner with his wife and he ordered breaded shrimp. When his meal arrived it was grilled. He was told they would replace his order but he didn't want to make a fuss so he said he would eat what was given to him. The waitress said that she would comp the meal and told John, the manager. John came by the table and told us he would adjust the bill. When the bill arrived he had only taken $3 off claiming that it looked like my father in law had enjoyed it...really?!
I then insisted that he not only comp the meal but replace it with what he had originally ordered. This gentleman needs to be reminded that customer service is above all else in this business and being rude to customers is unacceptable. My family and I will not return to this restaurant until he is replaced.
0114-2 Server: Janet T. 10/1/19 Chip T. 33 Term 2
Outback Steakhouse #3469
979 Folger Drive
Statesville, NC 28625