I called LongHorn Steakhouse early Monday afternoon today 8/11/2025 to follow up on a curbside complaint I submitted in their survey. My issue was that it took over 30 minutes past my scheduled pickup time to receive my order, and one of their employees marked it as “picked up” when it wasn’t.
When I spoke with the manager, Krystal, the conversation immediately became frustrating. Instead of apologizing or trying to understand what happened, she began poking holes in my story. It started with, “That’s weird this happened at 9 PM,” followed by, “Well, I wasn’t there to verify.” She then questioned whether I had the receipt, claiming they couldn’t validate an email. After I provided my check number, she still refused a refund and instead offered me a gift card, which I politely declined.
I even gave her a couple of suggestions on how she could have handled the situation—such as verifying why her employee was sending out batch orders instead of fulfilling them as they came in, and simply offering an apology to try and retain my business. Instead, she responded by accusing me of cursing at her, which was completely off guard and absurd, as that never took place.
Her tone was dismissive and unprofessional throughout the call. Rather than getting to the bottom of why my curbside order was late, why the wrong order was prepared, and why it was marked as picked up before I arrived, she focused on denying my refund request—even with valid proof. Only after I mentioned legal information did she finally agree to process a refund, stating it would take 7–10 business days.
For a $50 steak made incorrectly and such poor customer service, this experience was unacceptable. It’s disappointing that this location is part of the same restaurant family as Eddie V’s and Ruth’s Chris, yet handles customers this way. Needless to say, I will not be returning.
FYI I did notify Krystal I would be reporting her so this review should come as no shock
Atmosphere: 1
Food: 1
Service: 1
Teresa Heath
😋 Yummy food ❣️
Atmosphere: 5
Food: 5
Service: 5
Patricia French
Excellent meal for the price.
Atmosphere: 5
Food: 5
Service: 5
Tracy Calato
Always a great experience!
Atmosphere: 5
Food: 5
Service: 5
Connie G
My ribeye, cooked medium, was tough no matter what direction I cut it on. I was surprised. The server asked if I wanted my steak replaced, but I'm not one who feels comfortable sending back food. My sons' steak was good. The server said it may just have been a bad cut... hit or miss, I guess, at customers' expense. After expressing my disappointment, the server never checked on us again until the very end, only to ask if we wanted desert or the check. Oddly enough, the manager, who asked every customer on their way out, how everything was, didn't ask us. It only proves my point about sending back food.. The check had no adjustments made. No worries, we won't be going back.
Atmosphere: 3
Food: 2
Service: 3
Tomas Hernandez
High price
Atmosphere: 5
Food: 5
Service: 5
Priscilla Kelly
Delicious food, great service.
Atmosphere: 5
Food: 5
Service: 5
Hector
Server was Carla she was very attentive and a very comforting smile. The steaks were perfect. We wanted to know the cooks work schedule so we could come while he's on duty. All in all a wonderful experience. Minus one star for some minor things not worth mentioning
Atmosphere: 5
Food: 5
Service: 5
Jenna
Michelle is the best bartender/server ever!! Food is great.
It's been a while sence we visited this restaurant 🔗 having lived many years in Texas.
The Longhorn and the Outlaw were excellently prepared. Eating a steak without sauce is how it's done. When the taste is on point there is no need or desire for anything else.
Our sweet potatoes 🥔 were underwhelmingly small but tasty. Definitely wish I had a large one.
We started with an 1st for us, Wild West Shimp. I have a rule, don't go to a steakhouse for seafood...and vice versa. But this dish 🍤 was very good.
Dylan squatted at our table making him more personable and accessible. Good people are not made, they are hired.
ET1(SS/SW/MTS) US Navy, Ret.
Atmosphere: 5
Food: 5
Service: 5
Eveline Zernetzki
We had a great experience here over lunch. Service was fast, food cooked as requested, and our server was so attentive! Such a great lunch!
Atmosphere: 5
Food: 5
Service: 5
Ulrich Janssen
Great dinner. We enjoyed our time there. Thank you
Atmosphere: 5
Food: 5
Service: 5
Mamaw Tinch
The brussel sprouts are the best. I never like them until I ate them there. Steaks are wonderful and pork chops are very moist
Atmosphere: 5
Food: 5
Service: 5
Scooters R Us
After a long trip and while driving I placed a phone call for a takeout order. They refuse to take the order over the phone and wanted me to login to their website. I told the person on the phone that I was driving and couldn't go online but they did not care. Avoid this restaurant at all cost.
I called LongHorn Steakhouse early Monday afternoon today 8/11/2025 to follow up on a curbside complaint I submitted in their survey. My issue was that it took over 30 minutes past my scheduled pickup time to receive my order, and one of their employees marked it as “picked up” when it wasn’t.
When I spoke with the manager, Krystal, the conversation immediately became frustrating. Instead of apologizing or trying to understand what happened, she began poking holes in my story. It started with, “That’s weird this happened at 9 PM,” followed by, “Well, I wasn’t there to verify.” She then questioned whether I had the receipt, claiming they couldn’t validate an email. After I provided my check number, she still refused a refund and instead offered me a gift card, which I politely declined.
I even gave her a couple of suggestions on how she could have handled the situation—such as verifying why her employee was sending out batch orders instead of fulfilling them as they came in, and simply offering an apology to try and retain my business. Instead, she responded by accusing me of cursing at her, which was completely off guard and absurd, as that never took place.
Her tone was dismissive and unprofessional throughout the call. Rather than getting to the bottom of why my curbside order was late, why the wrong order was prepared, and why it was marked as picked up before I arrived, she focused on denying my refund request—even with valid proof. Only after I mentioned legal information did she finally agree to process a refund, stating it would take 7–10 business days.
For a $50 steak made incorrectly and such poor customer service, this experience was unacceptable. It’s disappointing that this location is part of the same restaurant family as Eddie V’s and Ruth’s Chris, yet handles customers this way. Needless to say, I will not be returning.
FYI I did notify Krystal I would be reporting her so this review should come as no shock
Atmosphere: 1
Food: 1
Service: 1
😋 Yummy food ❣️
Atmosphere: 5
Food: 5
Service: 5
Excellent meal for the price.
Atmosphere: 5
Food: 5
Service: 5
Always a great experience!
Atmosphere: 5
Food: 5
Service: 5
My ribeye, cooked medium, was tough no matter what direction I cut it on. I was surprised. The server asked if I wanted my steak replaced, but I'm not one who feels comfortable sending back food.
My sons' steak was good. The server said it may just have been a bad cut... hit or miss, I guess, at customers' expense.
After expressing my disappointment, the server never checked on us again until the very end, only to ask if we wanted desert or the check.
Oddly enough, the manager, who asked every customer on their way out, how everything was, didn't ask us. It only proves my point about sending back food.. The check had no adjustments made. No worries, we won't be going back.
Atmosphere: 3
Food: 2
Service: 3
High price
Atmosphere: 5
Food: 5
Service: 5
Delicious food, great service.
Atmosphere: 5
Food: 5
Service: 5
Server was Carla she was very attentive and a very comforting smile. The steaks were perfect. We wanted to know the cooks work schedule so we could come while he's on duty. All in all a wonderful experience. Minus one star for some minor things not worth mentioning
Atmosphere: 5
Food: 5
Service: 5
Michelle is the best bartender/server ever!! Food is great.
Atmosphere: 5
Food: 5
Service: 5
Great food, quick service.
Atmosphere: 5
Food: 5
Service: 5
Restaurantji Recommends
It's been a while sence we visited this restaurant 🔗 having lived many years in Texas.
The Longhorn and the Outlaw were excellently prepared. Eating a steak without sauce is how it's done. When the taste is on point there is no need or desire for anything else.
Our sweet potatoes 🥔 were underwhelmingly small but tasty. Definitely wish I had a large one.
We started with an 1st for us, Wild West Shimp. I have a rule, don't go to a steakhouse for seafood...and vice versa. But this dish 🍤 was very good.
Dylan squatted at our table making him more personable and accessible. Good people are not made, they are hired.
ET1(SS/SW/MTS) US Navy, Ret.
Atmosphere: 5
Food: 5
Service: 5
We had a great experience here over lunch. Service was fast, food cooked as requested, and our server was so attentive! Such a great lunch!
Atmosphere: 5
Food: 5
Service: 5
Great dinner. We enjoyed our time there. Thank you
Atmosphere: 5
Food: 5
Service: 5
The brussel sprouts are the best. I never like them until I ate them there. Steaks are wonderful and pork chops are very moist
Atmosphere: 5
Food: 5
Service: 5
After a long trip and while driving I placed a phone call for a takeout order. They refuse to take the order over the phone and wanted me to login to their website. I told the person on the phone that I was driving and couldn't go online but they did not care. Avoid this restaurant at all cost.
Atmosphere: 1
Food: 1
Service: 1
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