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| - Ok. So my wife and I eat at Houston's several times a month. I always have the cheeseburger done medium well (no overcooked jokes please). Last night we took our friends for dinner and drinks and I have to say it was disappointing from the start.
First, while waiting for a table we decided to begin what we thought would be our first of MANY margaritas, however, that didn't pan out because these were not the delicious frothy drinks we are so used to; instead, they were very strong (I know, why am I complaining about that?) but it wasn't like a 'too much tequila' strong, it was more like 'someone didn't make the mix right and the wrong flavors are coming out' strong. We switched our drinks and that was that.
Later, while seated at our table and as we waited for our food to arrive the waitress brought by a margarita made with a new (I suppose) batch of mix and..... yes! This one was done right so we ordered a few more.
So finally our food arrives. I am almost done eating the first half of my burger and then realize that the meat is very undercooked. I try to brave it and not complain again so I shove the last piece of that half's burger in my mouth and reluctantly swallow it. As I'm done chewing, the waitress stops by and I take the opportunity to show her my second half which is also undercooked. She agreed and said she will have it fixed.
Now I want to make something clear. I don't eat super pink/red meat for two reasons: 1. to me, it's gross and 2. I have Crohn's and have flared up from it before.
Anyway, along comes the manager, very apologetic, and puts in front of me A HALF OF A CHEESEBURGER! Yes, i assume it was the cheeseburger they took to finish cooking! My friends, my wife and I were in awe! We could not believe that 1. They took my burger apart, cooked the half of the cheeseburger, cut up HALF A BUN and added HALF THE CHEESE and HALF THE TOPPINGS and brought it to me!! 2. Lest I repeat they TOOK THE MEAT OFF MY PLATE, cooked it on the same grill where other people's food was being cooked and brought it back - how did they know I didn't lick it or spit on it? 3. This, from what Bon Appetit magazine called "The Best Run Restaurant in the Country"!
Wow! We were dumbfounded that Houston's wouldn't just replace it with a fresh new burger. I should mention they DID bring extra asparagus on the house.
Now, Houston's - or any restaurant for that matter, should appreciate feedback from customers like us. We are there many times each month and therefore, we know what to expect in terms of service and quality - this time, it was not up to par. Unfortunately, over the last few times it has not been up to par with things going wrong here and there. Sure everyone makes mistakes, but lately the mistakes have become more and more instead of less and this is why I can't, as much as I'd like to, give them 5 stars.
One last thing - a tip more so: when you ask for ketchup, make sure you ask them to "fill it up" otherwise they will bring you a half full container which won't be enough for your fries and I which think is so petty like maybe make more if you think you're gonna run out. Smh.
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