Outback has definitely lost its edge. This holds true to the restaurant in Hamilton Township, NJ. Although the chain still has a good menu with healthy choices, not sure that all of the staff is up on service and the little, but important. details such as clean rest rooms and follow up service are lacking.
Every year during the holidays our family goes to Outback to get gift cards for our parents. The menu and food were good, but the service was odd. I think that it had to do with the fact that our waiter was a smoker. This normal would not bother us, except that it affected our service and comfort in the restaurant.
We were seated and after a rather long wait, a waiter came over and introduced himself. He said that he would be serving us and took our drink orders. Afterwards, he came back gave us our drinks and explained the menu. We were comfortable with him. Some of us were not decided, so our waiter said he would bring us our bread while we were deciding on our sides.
The next thing that happened was that another waiter came over, introduced himself, and said the other waiter was very busy so he was taking over the table. This happened within a minute of when the other waiter left. We found that very strange. My daughter said that he reeked of smoke and asked if we could get another waiter. He asked us what we had been given to drink. He then said that he would be back with our bread and to take our order, but disappeared for 10 minutes.
Without the benefit of knowing exactly what happened, it seams that our original waiter saw us waiting at the table and decided that we needed help--in fact when he came over, he initially said sorry for the wait. That was most likely because our waiter was taking a smoking break or was late for work, and then wanted his table back.
Service after that was good for about a half an hour even though my son also was taken back from the bad smell of smoking. It now seemed to affect both of my teenage kids--my Son is normally very tolerant of people--he never wants to get anyone in trouble.
At the end of the half an hour period of good service, the Waiter told my daughter that he would be right back with a coke refill. It was at least 20 minutes later that I asked a waitress that was taking care of an adjacent table if she could get my daughter another coke. Another 10 minutes went by and the waitress in passing, asked if we ever got the refill. I said no and about 5 minutes later another wait person brought my daughters coke and put it in front of me, not my daughter. This seems like a small thing, but it shows a lack of training and coordination of the wait staff.
It had now been about 50 minutes and I finally saw our waiter at another table taking orders. He looked very backed up and under stress because it appeared that the other table was complaining. He finally got to ours to clear our plates and we ordered the two gift cards and a mini-milkshake, coffee and water (with lemon) . Again, he was prompt like he had been before he disappeared for 50 minutes. But again reeked of smoke.
When we were ready to leave, my Wife, Son and I went to the rest rooms. My Wife said the Women's Room was well kept; however, the men's room was a filthy mess. It definitely had been neglected. We were at the beginning of the evening rush, so there was no excuse for the poor conditions or bad service.
If you check my other reviews, you will see that I give a lot of 4s and 5s when service is good and food is good. In this case the food and menu rates a 4.5 given the price, the 3 rating for the overall meal is on account of the awkward service and a waiter that was negligent probably because of his smoking habit, and the neglected Men's Room. Where I usually leave a 20% tip, in this case I left 15%.
On the way home, my Son said that he seemed to have an after taste from the third hand smoke. Nothing is worse than someone with a deep smoke in their lungs breathing on you--it is just as bad as second hand smoke. read more