Longhorn Steakhouse - Newport

Service: Dine in Meal type: Dinner Price per person: $20–30 Food: 4 Service: 5

Wow. I didn't know restaurant customer service could be this bad. Now I see that new lows are achievable. On 10/6/23 11:35 an online/curbside pickup order was placed. After letting the restaurant know I was there, I waited in my car till 12:00. Wanting to be sure my food wasn’t waiting on a shelf, I walked in. The Manager on duty at the time was seen noting that part of the order was incorrect and asked the kitchen staff to correct the error. I was never approached regarding the error or the delay. The rest of the order sat on an unheated shelf, getting cold. Other staff (Kai? , seemed disinterested and burdened by my presence. I asked to speak to the Manager. Roughly 20 minutes later, she made an appearance. I expressed my disappointment in the delay and requested a full refund as my food had been sitting and getting cold. I was told the mistake was a “two minute fix” and the “food hadn’t been waiting that long.” 20-25 minutes at Longhorn apparently registers as 2 for them. She begrudgingly began the refund process and asked if I wanted the food. I stated that if it was just going to be thrown away, I would take it. She said, “So you want all of your money back and free food?” I understand that kitchen errors happen. Mistakes happen. It’s how those mistakes are handled that matters. Clearly this Manager needs customer service and/or conflict resolution training. You are not doing me or anyone else a “favor” by refunding money for cold food and bad service. Likewise, “free” cold and soggy food is not the “win” this Manager seems to think it is. Please do better. We placed our order correctly. The Longhorn website can be improved to prevent kitchen errors. And this particular manager should not be public facing until she receives proper training.

Service: Dine in Meal type: Dinner Price per person: $10–20 Food: 5 Service: 5 Atmosphere: 5 Recommended dishes: Mashed Potatoes, The Longhorn

Waitress wasnt very friendly, otherwise, all was good!! Service: Dine in Meal type: Lunch Price per person: $10–20 Food: 5 Service: 4 Atmosphere: 5 Recommended dishes: Cowboy Pork Chops, House Side Salad

I don't know if they were new management or what, but the last 3 visits here were terrible, first my wife ordered a 9 unzen filet and they gave her a 6, second time we had a waitress who worked there forever, but is terrible at her job plus the eating was terrible and then we ordered wings to go we have to go home and they are tiny and burnt and they have truncated us a wing. well, they were good earlier, but we are finished with this place, we will go to a place that will give us the service we pay to get.