CT
Chasity Trent-Gilbert
Sep 12, 2026
I hesitated to write this because my family and I have been regular customers at this Outback for about 4 years, since moving to the Lehigh Valley area. Unfortunately, our lunch experience yesterday around 3 PM was extremely disappointing.
My daughter wanted the Queensland Chicken & Shrimp Pasta with salmon substituted for the chicken. We have ordered it this way several times over the years. We were told this was not allowed and that she would have to order a salmon entrée with a side of pasta. The problem is that option does not include the shrimp that comes with the Queensland pasta.
I simply asked our waitress when this changed. She immediately said, “I can get my manager.” I said, “That’s not a problem, but I didn’t ask for a manager. If they're needed for clarity then sure” About five minutes later, the female manager came to our table. She did not greet us just immediately explained that they could not accommodate the request due to inventory reasons and that we would have to pay for the salmon.
Money was NEVER the issue. I explained that we are repeat customers and good tippers. My question was about the policy, not getting something for free. The interaction then became sarcastic and confrontational. She remained at our table in a way that felt intimidating although the conversation had been over and said, “I’m not sure if you’re new to ‘Our Restaurant,’ but I’m the manager here.”
That statement was particularly uncomfortable because, at that moment, my family and I were the only Black people in the restaurant. I cannot speak to her intent, but given the circumstances, her wording made us feel unwelcome and singled out.
My daughter ultimately received the meal she wanted, but my husband’s burger came out raw, so we asked for everything to go.
We were a party of three with drinks, five appetizers, three entrées and dessert. We spent good money and still tipped because this was never about the money. It was about respect and how we were treated.
I do want to recognize the Latino male manager who eventually came over, helped us pack our food and apologized. He had nothing to do with the situation, but his professionalism was appreciated. You can tell he was not comfortable with how we were treated.
After 4 years as repeat customers, I expected better. Policies can change, but customers deserve to be listened to, respected and treated with courtesy.
I hope management takes this review seriously.