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  • I made an order over the phone for a 40 oz. steak for 2 and was told 15 to 20 minutes for pickup. went to the restaurant at the time I hung up the phone. I sat in the restaurant for about 25 minutes in an area where I could see inside the kitchen and watched the manager bag an order and sit it on top of the ice machine and did not say anything to the barkeep about it being there. I looked at my cell phone clock at that time and it was 3:20 P.M. I noticed 5 different customers getting served their to go orders that came in about 20 minutes behind me. Asking the barkeep what was taking so long I was told my order would be coming up next. It is at that time 3:35 P.M. When the barkeep asked where my order was at she was told on top of the ice machine. Seeing what I saw I referred to the time it sat there and knowing how long it would take me to get home the food would be too cold to eat. Asked what I would like for them to do I asked to redo the order. Here comes the manager now asking me what was wrong. I told her then she said she would take care of it. Here comes the cook now refusing to redo my order and telling me blatantly that he had just taken the steak off the grill and it did not sit for any time at all. I told him I did not appreciate being called a liar and showed him the video of the transaction I had recorded on my cellphone and he then denied that was his kitchen. I asked for a refund then and he didn't want to do that either. I finally got my refund and left the restaurant not happy at all. UNBELIEVABLE!!!! I have had bad experience with phone orders in the past 3 months but this one takes the cake. Longhorn now has to suffer another dissatisfied ex customer who has been spending at least $100.00 a month at this location. I don't normaly post bad reviews because I am a business owner myself and know how they can hurt the business but this had to be posted. BTW I tried calling district manager who never returned my call and there is no place on longhorn website to complain or call the corporate office to complain. BAD BUSINESS and BAD MANAGEMENT when the cook is allowed to make the final decision to satisfy a customer
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