2 /5 Charity Stark: ⸻
On December 12, my husband and I ordered takeout from Saltgrass Steak House in Longview, Texas. I placed the order online with an expected pickup time of 5:00 p.m. My husband arrived around 5:02 p.m. and was told the order was not ready. While waiting, he noticed several boxes of food sitting off to the side of the counter and wondered if they might be ours.
After waiting an additional 15 minutes, he attempted to get someone’s attention to ask about the order. When no one assisted him, he had to call the restaurant from inside the building to get help. A staff member told him they were still waiting on the salads. A few minutes later, she brought out the salads and picked up the boxes that had been sitting on the counter for quite some time.
By that point, my husband was very frustrated and told her he no longer wanted the order and would prefer a refund. She then brought over the manager, Jamie, who stated that she could not issue a refund because the order was placed through a third party. She said she would take his information and attempt to process a refund on Monday. She did not apologize or acknowledge any fault. Frustrated, my husband took the food and left.
Afterward, I called the restaurant and spoke with Jamie myself. She offered to remake the food, which was pointless since my husband was already nearly home. This option had not been offered while he was still at the restaurant. She took my information and said I should hear back by the following Tuesday. We never heard anything.
For the past two weeks, I have tried contacting Landry’s corporate office and have left multiple messages without receiving a response. We frequently dine at other Landry’s locations, such as Del Frisco’s and Oceanaire, and have always received impeccable service. We do not visit Saltgrass often, and after this experience, we will not be returning. We would rather go across the street to Texas Roadhouse, where we consistently receive better service.
To say I am disappointed in this location—and in Landry’s as a whole—is an understatement. We have been Landry’s members for years and expect far better customer service than what we experienced. At this point, I am not necessarily seeking a refund, but rather acknowledgment of our extremely poor experience.
