We have visited this location on a few occasions, and they seem not to understand Gluten Free. More than once our gluten free burger has been brought out on a bun, requiring the entire meal to be replaced.
On 4/14, we ordered Outback using Midlothian Delivered. After our driver waited for an hour and twenty minutes, which is inexcusable on most nights and even more ridiculous on a Monday, our order was brought out and wrong. Our driver instructed the server if there is any chance the Gluten Free burger touched a bun, it needs to be remade. And, back the burger went. At least our driver, Ryan, knows about cross contamination. After another twentyfive minutes of waiting, the food was brought back out.
Let’s just skip the rest of the issues we had with our order, and move on to the following email sent to Outback, using their online contact form a couple of days later.
I am writing due to repeated failures in your staff to understand how to create a safe gluten free meal. I have had multiple experiences where my gluten free burger was brought out to me on a bun. The Huguenot Road location is the location where this happens the most.
I am aware that your establishment has worked with the Gluten Intolerance Group (GIG) to create a gluten free menu. I thought that adequate staff training was included in that GIG approved status.
My experience last night could have made me very ill.
I ordered Outback for my family through a great local delivery service Midlothian Delivered. The driver is well experienced with gluten free and saved me from getting ill.
He arrived at Outback and placed our order. After an hours wait for our food to be ready, he checked to make sure the order was right before leaving your establishment. He quickly realized that some of the burgers had the wrong toppings on them including my gluten free meal. He had to force the server to admit that my burger had at one point been on a bun and been taken off of it. The driver then explained again the seriousness of celiac and our food got remade. I ended up with a meal that was safe for me and I did not end up with any ill effects. If it had not been for that very knowledgeable driver for my delivery service, I would have been ill for up to 3 weeks from that one burger. Your staff really needs to understand the seriousness of this illness and understand the procedures for preparing a gluten free meal. If this can not be done please consider discontinuing your gluten free menu until it can be safely consumed on a regular basis.
I will be contacting the GIG about the multiple failures at that location ad maybe they can offer some staff retraining.
I ended up waiting a total of about 2 hours for our meal to arrive. That was not the fault of our delivery service. That was the fault of your restaurant directly.
I would like to also note that the others I ordered for were very unhappy with their meals as well. The bacon on the burgers was under cooked and two of the meals burgers had less that 6 french fries with them.
I previously enjoyed dining at Outback about once every two weeks. I will be discontinuing eating there from now on. My health is much more important than a juicy burger.
A few days later, we had zero response from Outback; so, we tweeted them as well. As of this posting, we have still heard nothing. A “Gig Approved” restaurant, with a customer who had an issue, and Outback will not even respond. Sad, Outback, sad.
One last thing. This was my (Alan’s) and my dad’s meals. Have you ever seen so many fries in your life [sarcasm]. If you want a great burger and fries, and safe service, head to Five Guys. There locations do it right and faster than we can write their reviews.