I'm posting this here and not chains because my comments are location specific. For any of you who pay attention to my posts should know I'm not a big fan of these type places but my sons football team won so this was his choice.
I'm not going into great detail about the food but I ordered the prime rib (never knew they offered it prior to today). When the runner came to the table with our food she placed a strip/sirloin down in front of me, I explained I ordered the prime rib she took it away and said she would look into the mistake. A few minutes later the manager approached and notified me the server obviously punched in the wrong order and my prime rib would be out shortly, and it was complimentary. I've been in and around this business a long time and know mistakes happen, I assure you all I didn't raise a fuss with the manager at all.
A few minutes later the manager delivered my prime rib along with a complimentary meal coupon for use on a future visit! I did tell him comping this meal was more than enough but he insisted on the additional meal coupon as well.
I honestly think this was excessive but also extremely commendable from a chain such this and feel it is only appropriate to share this with you. FYI the prime rib was off the bone (even though I specifically asked the server in advance and she said it was on the bone) but regardless it wasn't a bad piece of meat and will certainly remain on my radar for any future visits.
Kudos to the management of Houlihans in Eatontown.
(note to moderators please do not consider this a "shill" I'm posting about my experience and what I think was an exceptional case of customer service)