My husband and I have been regular customers of Laughlin Ranch, dining there about once a week. Over the last several visits, we've noticed the quality of the food declining, but our most recent experience was by far the worst.
We ordered the Fireball BBQ Chicken and the Cajun Andouille Pasta through DoorDash where we picked it up. Both chicken entrées were extremely overcooked and dry. The Brussels sprouts were undercooked, the potatoes were bland with an unusual texture, and the soup was so thick it had a paste-like consistency. I only managed to eat a couple bites of my meal before I stopped.
The following morning, my husband became ill with diarrhea. He had not eaten anything else that day before this meal or afterward before becoming sick. Because of the timing, I reported it to the Mohave County Health Department as a suspected foodborne illness so they can determine whether any investigation is appropriate.
What disappointed me the most was management's response.
I initially contacted the restaurant not to ask for a refund, but simply to make them aware of what had happened. Instead of expressing concern or asking to inspect the remaining food, I was told the kitchen had been checked, the refrigerator temperatures were fine, and that I would need to contact DoorDash regarding any refund.
DoorDash ultimately refunded the order, but that's beside the point.
A sincere apology, concern for a long-time customer, or even an offer to inspect the remaining food would have gone a long way. Instead, I felt dismissed.
Businesses aren't judged by whether they ever have a bad day. They're judged by how they respond when something goes wrong. Unfortunately, because of how this situation was handled, we won't be returning.
Sadly, this was our favorite restaurant in Bullhead City till this experience. We always recommend them.
