Outback Steakhouse - Pacific Fair

Review summary

1. S

   Sarah

   Gold Coast

   6 reviews

   1.0

   6 reviews

   Dined 1 day ago

   1. Overall 1
   2. Food 1
   3. Service 1
   4. Ambience 1

   As previous regulars of the Pacific Fair location, we were deeply disappointed with our experience today. From the moment we were seated, the service was appalling. After waiting 15 mins with no assistance, I had to get up to find someone to take our order. The staff member, Ibrahim, showed no interest in serving us, was rude, and didn’t smile once. We had to ask for complimentary bread, which took over 30 minutes to arrive—despite following up twice and kept being told it was still in the oven, as my mother, a diabetic, was feeling unwell. It eventually came after our starters were already served. We requested colouring pencils and pages for our two children but were met with annoyance. Ibrahim claimed the printer was uncooperative, never updated us, and I had to find another staff member, who reluctantly handed me a single page to be shared between my kids. Throughout the meal, no one checked on our table of eight. I had to repeatedly get up to request drink refills and assistance, despite the restaurant being quiet with staff standing around. The final frustration came when paying. The girl at the desk was rude and dismissive about the VIP card, rolling her eyes and raising her voice when I asked why it was still on the app if no longer accepted. When I asked for a manager, she made it clear she was annoyed by my request and rolled her eyes in full view when telling Taylor I had requested to speak to her. We spent over $400 for what was meant to be a relaxing family dinner for our son’s second birthday and left feeling appalled. I would have received better service at Maccas. The only positive was Byron, a server who was attentive, professional, and genuinely cared about our experience. Byron should be training others to show them what exceptional customer service actually is, he wasn’t even our server. This location urgently needs better management and improved customer service standards to match what we’ve come to expect from Outback over the past 15 years.
   

   Outback Steakhouse - Pacific FairResponded today

   Dear Sarah N, Thank you for your valuable feedback, and we sincerely apologize for the disappointing experience. We deeply regret that the service and attention you received fell short of expectations. We understand how frustrating it was for you and your family, especially on such a special occasion. We take your concerns seriously and will address the issues with our team, focusing on improving wait times, communication, and overall service quality. We’re glad Byron made a positive impact, and we’ll use his example to better train our staff. We truly appreciate your loyalty and hope to restore your trust in us soon. I'm really sorry for your recent dining experience, I would like to offer a $100 voucher for your next dining. Warm regards,
   

   Is this helpful?

   Report
2. A

   Andrew

   Gold Coast

   1 review

   5.0

   1 review

   Dined 2 days ago

   1. Overall 5
   2. Food 5
   3. Service 5
   4. Ambience 5

   The service and food was excellent and our server Ibrahim was very attentive and helpful. The Manger also came round to check on us and when we told her we were missing a side she got us three to fix the problem. I have no hesitation on giving the 5 star rating, we were treated like Kings and Queens throughout our dining experience.
   

   Outback Steakhouse - Pacific FairResponded today

   Here's a 800-character response to the positive review: Dear Andrew, Thank you for sharing your wonderful feedback! We’re thrilled to hear that you had such a positive experience with us. Ibrahim’s attentive service and the manager’s quick action to resolve the missing side reflect the level of care we strive to provide. We're so happy to know you felt like royalty throughout your meal. Your 5-star rating means the world to us, and we truly appreciate your kind words. We look forward to welcoming you back for another exceptional dining experience! Warm regards,
   

   Is this helpful?

   Report
3. C

   Chris

   Gold Coast

   9 reviews

   3.0

   9 reviews

   Dined 6 days ago

   1. Overall 3
   2. Food 5
   3. Service 2
   4. Ambience 4

   Regulars at this venue, about once a month. Food is always good and staff are friendly but last visit it appeared that there weren’t staff or there was a disconnect between back of house and front of house. Dessert turned up melted, had to reorder drinks twice, 20 minutes to pay. Wasn’t overly busy.
   

   Outback Steakhouse - Pacific FairResponded today

   Hello Chris, Thank you for your continued support as regulars and for sharing your feedback. We're pleased to hear that you enjoy the food and find our staff friendly. However, we sincerely apologize for the issues you experienced during your last visit. It’s concerning to hear about the delays with your drinks, dessert, and payment, especially when it wasn’t overly busy. We’ll be addressing these concerns with our team to improve communication and service moving forward. We truly value your loyalty and hope to provide you with a smoother, more enjoyable experience next time. Warm Regards
   

   Is this helpful?

   Report
4. M

   Marilyn

   Gold Coast

   1 review

   2.0

   1 review

   Dined 7 days ago

   1. Overall 2
   2. Food 4
   3. Service 2
   4. Ambience 4

   Not the best experience for a group dinner. We were constantly chasing the staff for drinks and to take our food order . Delivery of drinks was ridiculously slow. Surely if you know you're going to be busy get more staff !
   

   Outback Steakhouse - Pacific FairResponded today

   Dear Marilyn Thank you for taking the time to share your feedback with us. We’re truly sorry to hear about the delays in service during your group dinner. We understand how frustrating it can be to wait for drinks and to have to chase staff, especially when you're dining with a group. We will certainly address the staffing and timing concerns you’ve raised to ensure a smoother experience moving forward. Your feedback is valuable to us, and we appreciate your patience. We hope to have the opportunity to welcome you back for a better experience soon. Warm regards,
   

   Is this helpful?

   Report
5. S

   Sharna

   Gold Coast

   2 reviews

   5.0

   2 reviews

   Dined on 13 December 2024

   1. Overall 5
   2. Food 5
   3. Service 5
   4. Ambience 5

   Staff were all lovely, food was great, the noise level was perfect, we could all have a great conversation without having to raise our voices and it was still quite busy there.
   

   Is this helpful?

   Report
6. T

   Tahlya

   Gold Coast

   1 review

   5.0

   1 review

   Dined on 13 December 2024

   1. Overall 5
   2. Food 5
   3. Service 5
   4. Ambience 5

   Great staff and awesome food. Left feeling very full
   

   Is this helpful?

   Report
7. OT

   OpenTable Diner

   Gold Coast

   1 review

   2.0

   1 review

   Dined on 12 December 2024

   1. Overall 2
   2. Food 5
   3. Service 2
   4. Ambience 3

   The service experienced here was absolutely terrible! The staff did not communicate much with us at the table, didn’t check to see how our meals were going and forgot to charge my mates phone at the bar. They forgot to clear our food and drinks and didn’t even offer us. They were lacking in the speed of service. Tables were sticky as, menu got stuck and ripped to pieces. Frozen margaritas weren’t even frozen!! I understand that they were short staffed however they still need to live up to expectations. Below average. Couldn’t fault the food here it was fantastic!
   

   Is this helpful?

   Report
8. g

   garry

   VIP

   Gold Coast

   17 reviews

   3.0

   17 reviews

   Dined on 7 December 2024

   1. Overall 3
   2. Food 5
   3. Service 1
   4. Ambience 3

   Going great until virtuley told to leave 55 min. after arriving on time for booking. Did not even get chance to order desert.Do not expect any better service than any body else but have been most concistent customer since it opened and staff have all been great. If this happened to a 1st timer could not imagine ever returning. I still hope to ????
   

   Is this helpful?

   Report
9. R

   Ree

   New South Wales

   2 reviews

   1.0

   2 reviews

   Dined on 4 December 2024

   1. Overall 1
   2. Food 1
   3. Service 1
   4. Ambience 1

   The food was nowhere near the quality previously eaten. We had travelled from Newcastle NSW. Service was atrocious, half the meal was inedible. We will not be returning.
   

   Is this helpful?

   Report
10. Z

    Zoe

    Gold Coast

    2 reviews

    2.0

    2 reviews

    Dined on 1 December 2024

    1. Overall 2
    2. Food 3
    3. Service 2
    4. Ambience 2

    Service was very very slow drinks came after food had started arriving at the table, some food came for some members and then the others had a further 20 minutes wait. Others were finished whilst some hadn’t begun
    

    Is this helpful?

    Report