Lone Star is a new addition to the ever expanding Orion shopping complex. I wanted so much to love this place as a fan of American faire. This is a franchise which has been around a while, famous for its peanut shell floors.
Lone Star, I very nearly gave you a "lone star" as this was an extremely disappointing experience. This may be due to the fact that it is all new, the staff are new and there is still a long way to go, so I gave you one more star than the experience deserved as encouragement to improve.
We waited a while after being seated before deciding to approach the bar ourselves to order drinks, and it was only then that we were acknowledged and then someone was sent to our table to take our order. We did feel sorry for the staff who seemed inexperienced and "under the pump" even though there didn't seem to be too many patrons. What didn't help was the perception that the staff at the "concierge" desk where chatting and not aware that customers were going unattended.
After the lenghty wait at the beginning and perceptions of uncaring customer service, I decided there were two ways that Lone Star could redeem the experience.
1. Swift food delivery
2. Great food!
Well they met the swift food delivery condition, which also helps to earn the extra star but unfortunately the burger I ordered, "The Cowepoke Cheeseburger" was lacking in any appealing flavour. What a shame! I was soooo wanting to love this place, and sooooo wanted to be sharing a much better experience.
The customer service felt scripted and "forced", which is probably more due to the lack of experience of wait staff more than anything else. Heaps of room for growth and improvement.
I hope the franchise owners find the feedback valuable and a see it as a benchmark for improvement. read more