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Outback Steakhouse Complaint - Terrible Steak, Poor Customer Service
Complaint
SURPRISE, ARIZONA -- On 4-23-09 at approximately 4PM, my wife and I entered the Outback Steakhouse in Suprise, Az. The place was almost empty and we didn't have any wait for a table. The server came quickly and we put in our order of a Blooming Onion and ordered our steaks. I ordered a 20oz Melbourn at $24.00 and my wife ordered prime rib. When the meals arrived and were placed, I told the server that she gave my steak to my wife and I didn't think that what she placed in front of me was prime rib. The server stated "no, you have the Melbourn and she has the "RIBEYE". My wife said "I didn't order a ribeye, I ordered PRIME RIB". The server said "No, that is the ribeye that you ordered". I asked why my steak didn't look like the photo in the menu, as that is why I ordered it. The photo showed a very thick cut and what I had placed in front of me was a 1/2 inch piece of gray meat. She informed us that the cuts are not represented by any photos in the menu. She told us we got what we ordered. Both cuts were extremely poorly done, tough, and grisley and lacked taste. We were charged over $61.00 for that meal, and would have gladly paid it, if it was what we ordered. We felt that it had to be the worst meal we had ever eaten.
A few day later, I emailed the Manager of the Outback in Suprise, Az about our concerns and displeasure with our dinner. I received an email from [snip], Managing Partner, asking permission to speak to me direct over the phone. She called me the next evening and stated she was sorry to hear about how my experience was in her restaurant as she was on duty that evening and usually meets with all of the patrons. She asked what was wrong with the meal and I started to explain the problem and she basically informed me that I got what I ordered, that my wife and I couldn't read their menu and they didn't do anything wrong. It was OUR fault for going into Outback. She didn't have the capacity to understand my outrage in being treated by her as some kind of fool. What did I expect, a free meal?
That I was going to complain and force Outback to refund my meal? I never had any intent to demand anything from Outback, that's why we paid our bill and left. Now, however, after being dressed down by Ms Thompson, a Managing Partner, I will go to great lengths to inform anyone who will listen about the customer service that Outback is delivering to their patrons. She offered to "send you something in the mail", as if I was a deadbeat patron who sponges off these chains for a free meal.
She should be in management, as this is probably a step up from dishwasher. Her customer service skills are inadequate at best and I hope the Corporate Office is proud of their managerial staff nationwide in general, and Ms Thompson in particular. After reading other blogs about Outback, I can see that they suffer nationwide with poorly trained managers and servers, and are causing patrons to never eat their again.
A few day later, I emailed the Manager of the Outback in Suprise, Az about our concerns and displeasure with our dinner. I received an email from [snip], Managing Partner, asking permission to speak to me direct over the phone. She called me the next evening and stated she was sorry to hear about how my experience was in her restaurant as she was on duty that evening and usually meets with all of the patrons. She asked what was wrong with the meal and I started to explain the problem and she basically informed me that I got what I ordered, that my wife and I couldn't read their menu and they didn't do anything wrong. It was OUR fault for going into Outback. She didn't have the capacity to understand my outrage in being treated by her as some kind of fool. What did I expect, a free meal?
That I was going to complain and force Outback to refund my meal? I never had any intent to demand anything from Outback, that's why we paid our bill and left. Now, however, after being dressed down by Ms Thompson, a Managing Partner, I will go to great lengths to inform anyone who will listen about the customer service that Outback is delivering to their patrons. She offered to "send you something in the mail", as if I was a deadbeat patron who sponges off these chains for a free meal.
She should be in management, as this is probably a step up from dishwasher. Her customer service skills are inadequate at best and I hope the Corporate Office is proud of their managerial staff nationwide in general, and Ms Thompson in particular. After reading other blogs about Outback, I can see that they suffer nationwide with poorly trained managers and servers, and are causing patrons to never eat their again.
Comments:
Posted by Wally86 on 2009-05-09:
What exactly do you want from them.?
Posted by Wally86 on 2009-05-09:
I'm not a fan of outbacks steaks, they are tough and grisly. Perhaps next time you should go to black angus or Texas roadhouse.
Posted by Ben There on 2009-05-09:
I had a very similar experience at an Outback in another state last week. The server was argumentative, did not know anything about wines and the filet was 1/2 inch thick at best. The manager was much better than the one you explained. Outback would never be my first choice for steaks, and I prefer to spend more money for a place like Ruth's Chris where the service is in a much different class. I find that proper steak houses like RC hire professional wait staff, and Outback hires more the college student crowd you would find at Chili's or Applebees.
Posted by Wally86 on 2009-05-09:
I would drop 100 bucks on a steak, if I had that kind of money to burn.
Posted by BokiBean on 2009-05-09:
I couldn't agree more. The Outback here has steadily gone downhill and now its just unacceptable. Last time I went my brother took 6 of us, and nobody got a good meal...not even 1 of us!
Posted by littleyaya on 2009-05-09:
Texas Roadhouse is so much better. They have the yummy rolls with the cinnamon butter. And the staff dances to country music. What could be better than that?
Posted by Soaring Consumer on 2009-05-09:
Now this is appalling. They provide the wrong meal and instead of admitting their error, they claim you are stupid. If I was in your situation I'd have a few choice words for those people...
Based on your experience and the experience of others, I will definitely avoid this chain in the future. Voted helpful.
I miss Sam Seltzer's Steakhouse...
Based on your experience and the experience of others, I will definitely avoid this chain in the future. Voted helpful.
I miss Sam Seltzer's Steakhouse...
Posted by BokiBean on 2009-05-09:
Ruth Chris is the bomb...
Posted by Wally86 on 2009-05-09:
For those who can afford it boki.
Posted by littleyaya on 2009-05-09:
Maybe my sugar daddy will take me to Ruth Chris.
Still accepting applications for a new man BTW
Still accepting applications for a new man BTW
Posted by Wally86 on 2009-05-09:
They have a Ruth Chris not to far from me near the Biltmore.
Posted by Ben There on 2009-05-09:
I saw an Outback Steakhouse near the Olympic Stadium last time I was in Sydney. I asked my Aussie freinds if they had ever eaten there and they said it was for international tourist who actually think Outback is an Australian chain serving Australian food. Nothing says down under like quesadillas.
Posted by Ben There on 2009-05-09:
I still owe John a trip to Ruth's Chris.
Posted by Wally86 on 2009-05-09:
John, has been waiting very patently Ben.
Posted by JohnInSoCal on 2009-05-09:
and I've been waiting patiently! ::: foot tapping ::: lol
Posted by MissMarple on 2009-05-09:
..foot tapping..John, just get over here already. I promise to make you a steak you won't forget (it's that goooooood)
Nicely seasoned Ribeye sound good to you?
Nicely seasoned Ribeye sound good to you?
Posted by JohnInSoCal on 2009-05-09:
Sounds good to me! May I please bring Ben?
Posted by MissMarple on 2009-05-09:
Yep. Baked potato and corn on the cob on the side..mebbe some homemade cornbread, too..
Posted by JohnInSoCal on 2009-05-09:
Ben? You wanna go? We should bring Wally too. He's had my back a few times on the Ruth Chris posts. ;)
Posted by Ben There on 2009-05-09:
I am in:) What should I bring?
Posted by MissMarple on 2009-05-09:
Ben, I suggest a nice Pinot Noir, or baked potato toppings....it's your call.
Posted by Wally86 on 2009-05-09:
I'm game.
Posted by JohnInSoCal on 2009-05-09:
I can bring the Pinot... just got back from Oregon wine country.... :)
Uh oh... we've diverted the thread....
Uh oh... we've diverted the thread....
Posted by MissMarple on 2009-05-09:
Wally, please bring dessert. Something with strawberries would be nice ...
Posted by MRM on 2009-05-09:
Uh oh spaghettio
Uh oh you better get Maaco
Uh oh you better get Maaco
Posted by Wally86 on 2009-05-09:
Strawberry shortcake sounds good, I’ll bring that:)
Posted by JohnInSoCal on 2009-05-09:
Don't forget the whipped cream! Fresh only. No cool whip or that stuff in the can!
Posted by MissMarple on 2009-05-09:
Real whipped cream is the only way to go...
Posted by littleyaya on 2009-05-09:
Miss Marple + 2 straight men + 1 gay man + whipped cream. Damn Miss M! You know how to party!
Posted by MissMarple on 2009-05-09:
Hmmmm..interesting inside info you have there, little..
But yeah, I do know how to party!
What are you bringing?
But yeah, I do know how to party!
What are you bringing?
Posted by Ben There on 2009-05-09:
Let's break out the booze and have a ball
Posted by MissMarple on 2009-05-09:
Ben, you talked me into it. Please bring lots of rum.
Posted by MissMarple on 2009-05-09:
Dang, will I get a party that's all mens, except for me?That's alright.
Posted by MissMarple on 2009-05-09:
I take that back...c'mon over Littleyaya..
Posted by littleyaya on 2009-05-09:
Ok....I'll bring Twister!
Posted by msnanny on 2009-05-10:
It's funny that this review should be posted now. I took my daughter out for a steak dinner at our local Outback this past Friday (celebrating that she had just made Presidents List, yea!!!) and our food and service was amazing.
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