Nicole H.
Yelp
Tonight my husband and I selected Del Frisco's Double Eagle Steakhouse to celebrate our 20th wedding anniversary on 1/1/2025, anticipating an evening of fine dining and exemplary service. While certain aspects of the experience met our expectations, there were significant lapses in management and customer service that warrant attention.
We ordered two steaks and a salmon entrée to share. When our entrees arrived, both steaks were undercooked. Our waiter, demonstrating exceptional professionalism and attentiveness, promptly took the plates--despite their scorching temperature--back to the kitchen to address the issue. However, when the steaks were returned, the preparation was still incorrect. Rather than send the meals back again and prolong the disruption, my husband and I decided to exchange the steaks between ourselves and proceed with our celebration.
Throughout the evening, the waitstaff, including our server and other attendants, was incredibly apologetic and attentive. However, no manager approached us during the meal to acknowledge or address the issue. As Landry Select Club members, we are accustomed to a higher standard of service at Del Frisco's, where management typically takes initiative to personally rectify any guest concerns.
At the conclusion of the meal, as we were leaving, I expressed to one of the waiters my desire to speak with the manager. It was only then that Matty, the manager, finally appeared. When I informed him of the issues we encountered, his response was dismissive and defensive. He initially claimed ignorance of any problems, which was concerning given that one of the steaks had already been comped. Upon being reminded of this, he shifted his narrative, stating that he was unaware we wanted to speak with him--an unacceptable response in a professional dining environment.
Matty's demeanor was neither apologetic nor accommodating. Instead, he displayed a mean-spirited and defensive attitude that fell well below the standards of effective and courteous customer service. His behavior also raised concerns about his ability to manage both patrons and employees with integrity. Given his temperament, I would advise the staff to be aware of potential retaliatory conduct, as outlined under Texas Penal Code § 36.06, Texas Labor Code Chapter 21, and Texas Statutes, Chapter 554, which protect employees from actions such as demotions, negative performance evaluations, or other retaliatory measures following legitimate complaints.
While the waitstaff exhibited commendable professionalism, the managerial failure left a lasting negative impression. I trust that Landry's and Del Frisco's will address this matter to ensure future patrons receive the level of service that has historically defined their reputation.