Michael sent a message to Elizabeth A. Smith Chairman and CEO, Bloomin’ Brands, Inc. – email address that said:
good afternoon ms. smith,
this email is to inform you about the lack of service at one of your locations and i felt that it was that bad that you need to know about it.
on monday april 11th. we went to the outback in wilkes barre pa and the server whos name is Lauren was down right horrible. first took her almost 10 minutes to come to the table for drink orders. we got our drinks then we put in our orders and it came fairly quick. and then it went even more down hill from there. we were without drink refills for most of the meal we had to keep getting up and going to the front to get the little glasses of water. my burger was raw raw even know it was ordered med rare.. by the time she came to check on us the other person with me was done eating.. i told her about the burger and she said well med rare is the exact same as rare.. i said theres a difference between med rare and raw.. the burger had a very very light sear on the outside and was still raw on the inside (like when you open a package of ground beef raw) she said ok ill have it re done.. at that point i said dont worry about it.. just take it off the bill. the manager lamar came over and told me the same thing she did about rare being the same as med rare. and he will redo it.. i explained that the person im with already is done eating and it wouldnt be fair for him to sit there and wait for me to get the new burger and eat but he pushed me till i said yes just redo it. at this point 45 minutes later still without drinks. when my replacement burger came the server finally came back and put the check down just as i took a bite of the burger and said "whats wrong with this one now" and walked away.. at which point the other one i was with got up to go to the bar to ask for the manager. Lauren came up and asked what do u want. and he said he needs to talk to the manager. when lamar came back over lauren was right there when we first explained about needing a refill for 45 minutes.. she said oh i didnt think u wanted another drink u already had 2. and walked away..we told the manager about her whats wrong with this one now comment just as i took a bite and he said ok ill talk to her. at that point she came back with a drink for him and dropped it on the table and walked away. i had the email about the free bloomin onion which we showed her when we ordered.. and was on the bill. i questioned her about it and she got alittle loud with me saying unless the customer pushs for the onion to come off the check. she claimed that the management does not want to honor the coupons. which i know is a lie. at that point she grabbed the check out of my hand which had the time from an hour and half prior to the time she brought it. Lamar the manager brought the check back over with the onion taken off and gave me 2 free app card coupons saying that he is sorry for the mix up. like that is supposed to make the experence somehow disappear. i have tried to contact the resturant manager for a week and was told he is not in the resturant one time. another time he was in a meeting. and he was on a few week vacation and no one knows when he will be back. i have been to this location several times and the service has only been good at best one time.
NEVER AGAIN WILL I RETURN!!!!!
i know this email if you do recieve it will be pushed down to others most likely back to the store level or the dist manager. to contact me if i even get that much of a reply from outback. i just hope that you do read this or even pass it down the president of outback i believe his name from what i found is jeff smith. so you guys know what is going on in your location here in wilkes barre pa.
you can contact me anytime
Best Regards,
Mike
