Dear Guest Relations,
I am writing to share my disappointment regarding my recent visit to your Cross County, Yonkers location on July 16. I chose this restaurant to celebrate my best friend's birthday because I had previously enjoyed dining there and wanted to share that experience with her.
Although I live in Shirley, Suffolk County, Long Island--nearly two hours away--I intentionally drove to this location because of the positive experiences I had during my previous visits. My first visit in 2025 left a great impression, and I returned another time because I genuinely enjoyed the food and atmosphere. Unfortunately, this most recent visit was the complete opposite.
Upon arriving, we were warmly greeted by the host and seated promptly. However, the area where we were seated had an overwhelming mildew-like odor that immediately gave me a headache. After waiting approximately 30 minutes without being greeted by a server or even receiving water, I had to walk to the host stand myself. I explained that no one had acknowledged our table and also mentioned the unpleasant smell.
The host apologized and informed me that the carpet had been damaged by water and they had been unable to remove the odor. He kindly moved us to another section of the restaurant, but the smell was still noticeable, although less intense.
Unfortunately, after being reseated, we waited another 13 minutes before anyone came to our table. Once again, I had to ask someone just to get us water because we had been waiting so long. Eventually, our server, Jhevar, introduced himself and took our order. However, it took another 20 minutes for our water to arrive. When I requested lemon for my water, it took an additional 15 minutes before it was brought to the table.
The food itself was also disappointing. I would rate it a 5 out of 10. The macaroni and cheese was watery, and my best friend's meal arrived incomplete, with part of her order missing.
By this point, I was frustrated, hungry, and dealing with a headache from both the odor and the lengthy delays. Sadly, the experience became so stressful that I never even had the opportunity to let the staff know we were celebrating my best friend's birthday. What was supposed to be a special evening turned into a very disappointing experience.
I ultimately spent approximately $80, including the tip. Despite everything, I still tipped Jhevar because he explained he was covering four to six tables by himself. While I understand staffing challenges happen, the lack of communication, urgency, attentiveness, and overall customer service made the experience unacceptable. Throughout the evening, I repeatedly found myself asking for basic service and updates instead of simply being able to enjoy our meal.
I chose to drive nearly two hours past several other LongHorn Steakhouse locations because I trusted this restaurant based on my previous experiences. Unfortunately, this visit did not reflect the level of service or quality I have come to expect from your brand.
I hope you will review this experience with the management team at the Cross County location so improvements can be made. I would also appreciate hearing how LongHorn Steakhouse plans to address this disappointing experience.
Thank you for taking the time to read my feedback. I look forward to your response. read more