TURNERSVILLE, NEW JERSEY -- On 3/6/09 I went to the Turnersvill, NJ Outback Steakhouse with my wife, daughter & her husband to celebrate my daughter's birthday. I'm a 54 year old, semi-retired male. We first went to the Road House Restaurant but the wait was too long. We decided to go to Outback instead. We had to wait almost 30 minutes to get inside. Right away the problems started. They seated us at a table that was too small for 4 large adults. Also it was unstable and it rocked. I asked to be moved but they said "no other tables were available, take it or leave it."
The start of things to come on very poor customer service. We finally got our food after 20 minutes and my mashed potatoes were ice cold. I waited for a waiter for a few minutes, nobody came, so I took my dish back to the kitchen. After 5 more minutes of watching my family eat without me, they finally brought back the mashed potatoes and they were only semi-warm. The lady told me they have given me the old batch of potatoes first, like I wanted to really hear that comment.
As we ate the table rocked back and forth every time someone cut their steak or chicken. I was so upset, I hardly ate anything including the semi-nuked mashed potatoes. No one came buy to offer any apologies or attempted to remedy the situation.
My daughter was so upset, she walked out of the restaurant crying. I then asked to see the manager and his name was **. Where did you get this guy at? He was and is the worst customer service person you could have hired. I told him of all my troubles and he only offered me 2 free appetizers on my next visit. I said "next visit, I'll never step foot in another Outback restaurant again in my lifetime." I said "the least you should do is comp the dinner free of charge and give my family another free dinner on the house. Then maybe I could re-evaluate this chain."
He then told me I have a rotten attitude and to stop talking and listen to him. He didn't want to hear my side of the story. He said we are done talking and to leave his restaurant. I was so upset when I got home I called the restaurant and asked to speak to ** again and I told him I was contacting my Chase Credit Card company and reversing the charges of $95.00. He started hollering at me again and said never to come back to his restaurant again. You seriously have to investigate this manager and provide counseling and therapy. How can you ever hire a cruel and demeaning person like this in the public eye?
First off... I always liked Outback Steakhouse, and up till now have probably dropped a few grand in their establishments... but they won't get another dime outta me, and here's why......
Several months ago, I took my youngest daughter (who is 8) to the Outback in Altoona,Pa. We ordered our food & drinks. We ate our appetizers, and then our food came out... a few bites into our meals, my daughter had to use the Ladies Room. It was at the other end of the restaurant, and you had to cut through the bar area to get to it, so I escorted her. We were only gone a few minutes, and when we returned, our table had been bussed (despite the fact that our meals were barely touched, and our coats were still on the seats at our booth).
I saw a busboy (who looked like a cast member from 'Dude,Where's My Car? ') nearby, so I asked him if he'd bussed our table. He removed his Ipod earphones, and said "Oh,man..I thought you guys left.." Our barely eaten meals were still in the top tub of his cart. I pointed to them and asked him if it looked like we were done.. and if the coats in the booth might have been an indication we were still there.
He said "Dude.. I'm really sorry. Let your waitress know what happened.." Plugged his earphones back in & went back to bussing more tables. I told our waitress. She was clearly upset with the busboy's stupidity, and got the Manager. The Manager comes over, and asks "What seems to be the problem?" I explained what had happened, and his response was "...and just what would you like me to do about it?" I said, "How about doing your job...".
He just smirked, shrugged his shoulders & walked away... I couldn't believe it!! The waitress kept apologizing... she couldn't believe it either. I stupidly & begrudgingly paid the bill.. namely because I didn't want to cause a scene.. especially in front of my daughter.. and left.
Since then, I have complained to Outback several times, and get no response of any kind. I'm not bucking for a free meal... all I'd like is some sort of acknowledgement that I'd been wronged. An apology from someone higher up the ladder than a waitress would be nice. From the looks of things, Outback handles its legitimate complaints with the same nonchalant & incompetent manner that 'Manager' handled mine.... Who knows... maybe that stoner busboy is 'Management Material'....
CARY, NORTH CAROLINA -- Ordered a lunch special cheeseburger and salad for lunch. The salad was iceberg with cucumber and a cherry tomato. The dressing was glorified mayonnaise. It was not good! The cheeseburger meat was sort-of OK, however it was loaded with too much mustard. The cheese had no cheese taste! In short, this meal was like a bad fast food meal and cost more plus tip. I will not overspend on Outback mediocre food again.
BALLWIN, MISSOURI -- The prime rib was perfect but the au jus was fake. It tasted like bouillon cubes and worcestershire sauce. Without good au jus, there's no way I'll ever get another prime rib from your restaurant. Please let me know if you are going to fix this problem then I'll be back. Like I said, the prime rib was great but that au jus ruined it.
ETOWN, KENTUCKY -- I think it's wrong for Outback Steakhouse to have you fill out surveys and tell you to post it to say how much you love it for everybody to read it, then you don't get anything that they said you would get, a free Outback Steakhouse meal.
WAYNESBORO, VIRGINIA -- I recently complained to Outback Steak House in Waynesboro, VA about a prime rib cut that was tough and undercooked and then the second cut was overcooked and tough. Nice staff, just a bad cut of meat. Time did not allow me to order a different item as I had ordered 2x and my table of 8 had finished eating.
Just want all to know after I wrote my email to Customer service at Outback I had a telephone call from the manager of the local restaurant. He talked about my experience and was more than willing to make a good experience into a bad one. I will receive a gift card and this time I will order the rib-eye steak. Yes, businesses do listen. I have high regards for Outback and know the manager will listen if service is not good. Thank you John.