Outback Steakhouse Complaint - Terrible Steak, Poor Customer Service
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.