Texas Steakhouse & Saloon

Review: I cannot even begin to explain the amount of disappointment with my family's visit to Texas Steakhouse & Saloon last night. This was the second time that we attempted to visit this location and prayed for better service and food than we had before. I was completely let down, once again. The environment is absolutely disgusting and I am in shock that the Health Department hasn't checked into it. The walls have paint peeling off of it, the wooden floors are thick with a coating, and seats are ripped and dirty. My family ordered the onion petals, which were almost unbearable to eat with the mayonnaise based orange sauce that was served with it. My child never got a refill on his drink. I never got a salad and had to remind the waitress about it. Then after an hour of waiting for the food and asking waitress again where the food was, she said that they were still making my daughter's kid's mac and cheese. Their kid's meals should have been the first thing that was made and sent out to keep them occupied rather than my steak. When we finally got our food an hour and a half later, my little boy's corndog had a broken off stick inside of it that he could have choked on had I not cut up his corndog into smaller pieces. This is completely unacceptable! We spoke with the manager, [redacted]. She wouldn't even look us in our face. Her excuse was that "of course we don't make those and we just buy those from somewhere else" rather than taking care of the issue with her staff, she instead pointed fingers at a frozen food company. She took off the price of his corndog meal. We THEN waited another 20 minutes just for the waitress to pick up the check to even pay (which we shouldn't have had to do in the first place). I eventually just got up and had to walk to the front of the restaurant where two hosts (which is completely unnecessary having two hosts for this small location).....were standing there talking amoungst themselves and I had them take it to our waitress to run my card. Rather than having two hosts, the restaurant need's more quality waitstaff, kitchen staff that can handle orders with promptness and efficiently send them out without hazardous objects inside, and a manager with a heart that is conductive to the customer's and that can provide sincere customer service. I am astounded and will never be back to this specific location. I would love my money back. Such a shame.Desired Settlement: I would like my money back for our meals for the inconvenience of having to wait this time, the hazardous wooden stick in my child's food, and the unprofessional attitude and behavior from the staff. I also feel that the Health Department should be advised that this location needs to be investigated. If Revdex.com doesn't take this into consideration, I will file alternative complaint with them.

Business

Response:

We have contacted this customer and offered another meal at no charge.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Per the last complaint, [redacted], the Manager from Texas Steakhouse & Saloon, contacted me and offered my family a free meal on them to try and earn their business back. My boyfriend and I solely, lacking our kid’s this time, attempted the restaurant again Monday, 3/21/2016. I called before I came to make [redacted] aware that we were on the way, but she wasn’t there and instead made [redacted], also a manager aware of [redacted]’s agreement to compensate us for our meal. Although the food wait was still outrageous at taking 45+minutes to arrive, we expected the quality to reflect. When my steak arrived, I cut into it and proceeded to take a bite. There was something hard inside. When I pulled it out, it was a person’s fingernail. I was appalled. I immediately sat it on the table and asked the waitresses opinion. She picked it up and said that she was “in cosmetology school and knows the components of a nail” and that it was “definitely a nail.” She took it to the back. Meanwhile another waiter walked by and agreed it was a nail and stated “that’s completely disgusting” shaking his head. [redacted], the manager, then came out and immediately apologized. He said that there was no excuse he could even give to us at that point and that he wasn’t sure what else could be done as this meal was already supposed to be compensated. He took care of our alcoholic drinks, of which we continuously tried to offer to pay for since they had no reflection on the food, period. That was really nice of him. He said that he would pass along my name and phone number to his manager and should be in contact. He said that he would even pay for our meal at a different establishment if needed. We are still waiting for the call from the manager. This is the second complaint within two weeks on the cleanliness on this restaurant and the food quality. Not sure what else needs to be done to have it looked at besides making the Health Department aware.Regards,