I stopped in for dinner and ordered a well done prime rib. I have been to this restaurant before and was disappointed when a steak I ordered medium well was not cooked that way. This time, after ordering the prime rib "well done," it came to the table very pink. I do not patronize the Outback Steakhouse restaurant for the same reason: the meat is not cooked.
Our waitress, Joyce, was very good with all the service. She took the prime rib back to the kitchen, as I asked. It had been about 40 minutes since we ordered when we finally received the "not well done" prime rib again. At that point, I asked Joyce to just leave the side order of ribs so I could eat something. About 8 minutes later, a male server brought back the same "not well done" prime rib, which appeared to be in the same condition, looking the very same way it had when it left the table the first time. Not a thing was done except that time had passed. About 5 minutes later, Ms. Jaime M. Ator, whose card says she is the "Bar Manager," came to my table to tell me that they were cutting a new piece of prime rib to prepare for my dinner, and that because the prime rib was already cooked well done, it would not take an additional 40 minutes to prepare again.
My point then became: why could it not have been brought to me 15 minutes earlier? And why 40 minutes the first time? My wife had a ground sirloin (very well done), and it was very well done, as she likes. I have been to your restaurant 3 times. The first time was bad, the second time was good to average for the cost of the meal. Now this time? Your new manager, Mr. Shawn Page, does not spend the time needed to resolve issues such as these. I was told he would be in the next day at 3 pm and would be informed by either Joyce or Ms. Ator. I was not available when he phoned my home, which appeared to be around 5:00 pm. I was home at 7:00 pm to call him, but he was not there. I talked to Mr. Todd Smith. His answer was to just try the restaurant again. My point: why?
The staff conducts itself with an immaturity like a social party. This occurs around the front door area, and they are at rare form compared with other restaurants we patronize. They did not move out of the way so patrons could easily pass in or out of the restaurant. They were eating plates of food and came from the kitchen area chewing, with food in hand, while they were at the front area. They talked very loudly among themselves and ignored patrons. I am sure the tables near the front area cannot enjoy their meals with this kind of environment.
Today (Sunday, July 4th, at 3:30 pm) I had an opportunity to call this same restaurant. A Mr. Mirsha Aquilera answered the Texas Roadhouse phone by saying, "Hey Brother, what you want?" I then asked him what his name was and to spell it. We got into a lengthy conversation, where he just wanted to know who I was. (I wish Jesse Griffith had been the one calling your restaurant to hear how the phone is being answered.) I asked for a manager, and then Bobby got on the phone. He seemed to say that there was nothing wrong with the way Mirsha had answered the phone; in fact, he pretty much laughed about the whole situation. I asked Bobby if he was a manager, and he said yes. So I asked for Todd Smith. Mr. Smith said that Mr. Page is off for the next 2 days and that he had relayed my message to him about 8:00 pm yesterday. He also had notified Jesse Griffith about my concerns about the meal incident. Therefore, I have chosen to use this e-mail contact as a way to tell you about my experience both while attempting to dine and while calling today.
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