Landry's Inc.

Joe with Customer Relations is and should not be a representative of any Corporate office. I have been calling him since December for an unresolved issue at the Golden Nugget for an overcharge that they did. He provides me an individual name at Golden Nugget and he does not have anyone else at Corporate that I can talk to or a Supervisor. I'm paying interest in their mistake of an overcharge and their office dismisses Customer Relations. Great Department Guys. I'm sure Mr. Fertitta is proud of paying you to not resolve issues at the Corporate Level! They should close that Corporate office they don't do a thing but pass the issue to someone else.

Me and my family have always loved to dine at Landry’s restaurants. However, things have definitely went down hill in customer service. I have tried to contact their corporate office multiple times by phone, email, and I’ve never gotten a response back! Never expected Landry’s customer service to be so poor especially with all of the restaurants they manage.

We regularly dined at Saltgrass and Del Frisco’s Grille, and I’ve spent thousands of dollars with Landry’s over the years, including hosting a Christmas party for my office. The food and service have always been excellent, so I’ve never had an issue with the restaurants themselves. The problem lies with their rewards program. Despite spending significant amounts at their establishments, any unused rewards expire after just one year. It’s a highly disappointing system that forces you to use your rewards within their strict timeline or lose them entirely. I understand the need for an expiration policy to avoid indefinite liability, but a more reasonable timeframe, such as three to five years, would be far more customer-friendly.

The food was good. THE SERVICE WAS UNPROFESSIONAL, CORPORATE INCLUDED. Took my family to their Kemah location this past Thanksgiving. Drove across town to Kemah because a previous experience at one of their other locations on the west side of houston I/10 near Katy area was a subpar food excursion. Our meals were late (had to ask waiter-person to check on it), dry, cooled within a few bites time span, with questionable portioning. BTW, was for Thanksgiving also. Decided Kemah this time due to having better Landry's food memories at that location when we used to live on that side of town. Oh well, so much for that. We got there for our reservation at 5p. I dropped off my family at the front. After parking and walking in, there were 5-6 employees at the front podium talking amongst each other seemingly removed from patrons walking in, and looked inconvenienced and unenthusiastic in action. Judging by their lag in greeting time relative to the amount of people walking in (which in my case was a one me to 5-6 of them)- customer service was not the priority. At any rate, after joining my party and ordering, the food took over 20 minutes to get out. That's when we notified the manager during the table greet that our food, appetizers, or even bread or drinks had not appeared yet. He walked off with our attendant and came back with everything. The table management was ridiculous. But, the food was good. After we paid (including a $40 tip for 2 adults, 2kids), we ended up waiting at least 20 minutes for my cheesecake to-go. I finally told my wife that I'll get the car while she waits with the kids for my cheesecake. That took about 10-15 more minutes including a bathroom stop on the way out. By the time I drove up and notified her, she said they just got the dessert. When she came out she was flustered. We drove home and once there, I noticed the cheesecake looked partially eaten. I called Kemah Landry's the next day and talked to the MOD Roy as to my suspicions and asked for a gift card for a dessert. He assured me that no one touched the cheesecake and that given my description, the edge fell off. He then said gift cards have to come from corporate, but he would give me a cheesecake on the house my next visit. I declined, and said I would call corporate. He gave me the number. I called corporate and left 2-3 messages between then and today December 12, 2024 with no reply. I even submitted online feedback through their website. I will not be going to Landry's again for any holiday events or otherwise, until I see their reviews pick up. My experience was UNACCEPTABLE and I eat out easily over 50% a week.

Stay clear of private events with this company! Ambiguous and wordy contracts, hefty cancellation fees without authorization, poor customer service for repeat guests, an unaccommodating national sales director, (Sherry Joseph) and no response from headquarter customer relations.. I have called 3 times and left 3 detailed voicemail messages and have not been contacted at all. I learned the hard way and they charged a $2000 cancellation fee for an event that was two months out. Price gouging without authorization! Should be illegal!

**UPDATE to my review below. No Customer Service what so ever. Very disappointing for an expensive upscale restaurant, especially since I am a Select Club member. Obviously, Landry's didn't read my review before passing the buck. My problem is not with a particular restaurant, it's with the corporation for emailing an offer and then not honoring that offer. I had already sent a follow up email to the gift card department after I left a voicemail. I actually sent another email to the address that Landry's suggested in their response. I still haven't received a reply. Shame on Landry's. I'm very disappointed in Landry's Corporation. I am a Landry's Select Club member. I received an email offer from Landry's offering two rewards cards worth $20. each if I ordered a $100. gift card. When I tried to make the purchase, I was being given two $10. rewards cards instead of two $20. rewards cards. I called Landry's and they referred me to their Gift Card Department. I called the gc department and left a voice message. It's been more that 48 business hours and I haven't heard back. The promotion is now over. As much as my husband and I have enjoyed Landry's and their brands, I'm very unhappy with their lack of response or resolution. I'm not asking for anything special, just that they honor the promotion that they offered to their Select Club members. Until then, my husband and I will be getting our steak dinners somewhere else. Kathy Markis

This organization does not own up to its mistakes. They owe me a refund, they say it has been approved, but it hasn't hit my bank account. When asked they keep saying they need more time. It's been since May 18th. Who would think a corporation that owns so much in Houston would have issues with a $5 refund? Now I want more for all the trouble this has been. They must not be doing that great and I know why because their restaurants are sub par compared to non corporate eating establishments. Take my advice and stay away from any Landry's.

Very disturbing experience: I've been a Landry's Select Club member for 10 years and have been to Chart House in San Antonio 4 or 5 times. I chose Chart House for a birthday dinner on 3/1/24. We arrived, were seated a few minutes late, and ordered drinks and an appetizer. About 20 minutes into the evening the manager came to the table and accused us of acting inappropriately. No proof or evidence was offered. This was a completely unfounded claim. We were wrongly accused and highly insulted. I was embarrassed and humiliated in front of my date. We left without eating dinner. We were met by a security guard exiting the elevator! Are you kidding me?? After filing a formal complaint with Landry's and waiting a week, the general manager called to discuss. He said he would follow-up. After receiving no follow-up or action from Landry's over the next week, I placed no less than 10 calls and left voice mails with Chart House, Landry's guest services, and Landry's administrating office. Oh, and during all these calls, not once was I able to talk to a live person, just a maze of message trails that led you in circles. I received NO response back from Landry's. They simply don't seem to care. Absolutely terrible customer service. I don't know if this incident is representative of Chart House or Landry's in general, but I will not be wasting any more of my time in Landry's establishments that don't respect me as a customer and offer no resolution to issues that they create.