Complaints

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This establishment we went out to dinner a party of eight of our family members we pay for dinners. Now we are seeing two days later that the waiter added a $53 tip to mine in my husbands order and a $150 tip to my sister-in-laws order this is fraud. She is stealing, and robbing the customers blind and Texas de Brazil doesnt even know that their employees are doing this Im assuming and now my husband and I are out of $53 and my sister-in-law is out of $150. This just doesnt even seem fair or right though. we are literally re-ran our cards for an extra amount of money when that was not allowed.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was this location in ********** ******** on Monday, May 15, 2023. I have been a customer of ********************** for the last 10 years every year on my husbands birthday. We visit this establishment. Sometimes we visit a few times a year. We have always had a good experience. However, this past one was different. We were highly dissatisfied with the service and the food. We were shoved in the corner where no one was even attending to ** like we should have been. We all became extremely ill after eating including my 2 small children. I called and spoke to the manager the next day, and he was very unapologetic and seem to not have even care that I was a valued customer and did nothing to solve my problem. I have reached out to their customer relations department 3 different times and they REFUSE to solve this problem. The lack of customer service is absurd .

  Business response

  06/14/2023

  Thank you for the opportunity to respond to the recently alleged customer complaint of ****************** and her husband during their visit on Monday, May 15, 2023. 

  We are proud of the excellent service we are known for and that our guests should come to expect at all times. We apologize for any potential unfavorable dining experience that ****************** and her husband may have experienced as a result of their visit.  I can confirm that Customer Relations previously looked into ********************** claims approximately an hour after the original email message was sent (and again when the 2nd message was received).  In serving no less then 15 various other cuts of Lamb, Beef, Pork, Chicken and Brazilian Sausage & providing a 50+Gourmet Salad Area to over 351 guests that particular day we received no other alleged claims similar in nature for the entire location (including any possible staff members).

  Out of consideration for ********************** time and energy, she was offered a gift certificate by Customer Relations to return at a later date of her choosing, for which she declined. Therefore, ****************** is welcome to follow up directly with her own Credit Card provider for any potential charge-back processes that they may employ.  We hope that given the opportunity, Ms. ************;and her husband will choose to dine with us again in the future.  However, a refund of the party's dining charges is not available as a concession at this juncture.

  
  

  Customer response

  06/14/2023

   
  Complaint: 20119482
  
  I am rejecting this response because: A $10 certificate to return when I spent over $150.00 is not equivalent to a certificate to return . They were extremely rude and inattentive. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On May 14th 2023. I went to Texas De Brazil with my family for my brother's birthday and mother's day. We had to wait over 30 minutes before we can be seated when we showed up on time. We finally sat and the waitress (********) had already stated she was upset with the staff and customers and she was not in a good mood. Once we stated our order, we waited for the Gauchos to bring out the meats. For 20 minutes not one person came to offer ** any kind of meat. We brought it to the waitress attention when she finally came around to check on **. I asked for the bbq pork ribs. I waited another 20 minutes it never came to me but I did see some ribs being taken to other tables beside mines. I bring this to the manager attention, finally they come 5 minutes later. When took a bite, thier was a long strand of hair on it. My uncle got a piece, and it had hair on it. I tell the manager and he takes the plate away and come back with the rest of the pork ribs from the same stick the other ones I had came from. These ribs were not cooked fully. I stated my concern. Nothing happened after that. I was not offered a free meal or even some kind of compensation for the hair in my food. I go on Texas De Brazil website that night and file a complaint. The ticket number #GF00025462 was created and sent to my email. On May 16th I get a email back saying that they are sorry and all they are going to do is give me $20 certificate to compensate for the horrible service and the hair in my food. I spent $300 on the bill that was $642 total. I tried to rebut the email and asked for either my money back or a $100 certificate. I get a email back stating that my option is not going to happen and $20 is all they going to do. I want this company to refund me the $300 I spent for having hair in my food, for my waitress giving horrible service and the manager never trying to resolve the issue.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had gone to the Texas de Brazil website for the ********* location on 12-31-22 when friends suggested we go there for New Year's Eve. I had applied for their eclub because it was supposed to give me $20 off of my order if I signed up. I did so earlier that day, and then when we got there, our reservation was for 9pm, and they didn't seat us until 9:15pm (mixed up our reservation). When we did sit down, I asked the server immediately, and she kept saying she would get back to me but never did. It took over 20-25min. just for her to remember to bring us waters at the table. I had said I wasn't going to order the meat option and the salad bar if I couldn't use the coupon. I finally was starving because she took forever to do anything, so I ended up just going to the salad bar, figuring she'd eventually resolve everything. At the end of the meal, she still had not talked to a manager or figured it out, and then she finally told me I was not allowed to use my $20 off because my email/coupon still had not come through, despite signing up for it earlier. She claimed it was not allowed because it was a holiday, but the website did NOT say that anywhere upon sign-up, nor did the welcome email. I saved the screen shot. I want my $20 refunded to me, as there were no exclusions listed in the process, and the service was super slow, especially when paying well over $50 per person on a holiday! Waiting over 20min. just for water, much less food, when it's that late in the evening...45min. after I expected to be seated and eating, between restaurant mix-*** on our reservation and then her delayed process.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  No corporate service for e-gift card purchased. I have called corporate and left 3 voice mails and sent several e-mails only to receive one, "we're sorry" e-mail response. I purchased an e-gift card online 11-1-21, using ********************* e-mail, for a business associate only to have my guest denied. He never received the actual e-mail and I gave him the e-mail that I had received confirming my $200 purchase and my order number. After enjoying his meal mid-July 2022 , he was told that the order number wasn't sufficient. He had to provide the gift card number. He explained that he didn't have this as he never received an e-mail from Texas de Brazil. He asked for the manager of the ***********, ** location and asked them to contact corporate. He was told that it wouldn't do any good as they wouldn't answer the phone anyway. My guest had to pay for his meal. How embarrassing for me!I then contacted Texas de Brazil, as instructed, via an online message on 7-13-22. On the same day, I also called their corporate office and left a voice mail. The automated reply e-mail sent allowed me to request that the e-gift card be sent again and my guest received it then. I didn't receive a response, so on 7-17-22, I left another voice mail and sent another e-mail. On 7-18-22, I finally received an e-mail response apologizing but not explaining why there would be no assistance for my guest. On 7-20-22, I sent a reply e-mail asking for an explanation as to why my guest would receive such lackluster customer care. Again, no response. My guest went today, 7-28-22, to the ***********, ** location to use the gift card, only to be told that it is suspended. WHAT??? So again, I called and left a voice mail. I sent another e-mail using a secondary e-mail, ************************ I called the ***********, ** location and of course, I cannot reach anyone. NEVER AGAIN!

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,My brother, ********************* purchased an E-Gift from Texas de Brazil on 5/26/19 that never expires. He used the email ********************** E-Gift Card Number **************, Reg Code ****, amount $200.00.I never used the gift card, I have a hard copy of the email sent to me. I provided this info to Texas de Brazil and they first told me no record of the gift card, now I only get an automated reply with no follow up. I contacted the ** of the *********, ** Texas de Brazil who sent an email to Corporate HQ on my behalf, no follow up. Texas de Brazil needs to provide records related to above E-Gift assuming a larceny or fraud occurred or reissue a new gift in the amount of $200. Thank you!

  Business response

  06/13/2022

  Thank you for making us aware of your experience with your previous Texas de Brazil's Gift Card order, and we regret that we did not live up to your expectations. We have spoken with the appropriate members of our staff regarding your comments. We appreciate you giving us the opportunity to correct the situation, as guest feedback is one of the most important tools that we have to identify opportunities for improvement.  Further, this will confirm that a replacement Gift card is being emailed to the corresponding email address on file in regard to this matter.  

  
  We value your continued patronage and hope that given the opportunity, you will choose us again in the future. We understand that there are many options for guests and the only way to set ourselves apart is by offering an excellent dining experience from beginning to end.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 9th, we visited Texas De Brazil. **********, **, celebrating our 35th wedding anniversary. Reservation for that dinner was 5pm. We had numerous meats served at the table, salad bar, drinks and a complementery cheesecake given to us for our anniversary. Dinner was great, paying $168 for dinner and tip, came home and went to bed. I woke up to the sound of my husband throwing up in our adjoining bathroom. I went to the bathroom and there was a mess on the floor and bath vanity. My husband was vomiting with diaherria violently. I didn't enter the room, apologizing, and said in case you have covid, I don't want to come in. This was 1am. I stayed in the living room as my poor hubby kept getting sick and he then cleaned up the bathroom. We have home covid tests and we swabbed my husband and did a test. We waited over a half hour and the test was negative. It had to be 3:30/4am when went back to bed. Not much time went by and I felt sick. I went to our second floor bathroom with severe diaherria and grabbed the waste basket violentley throwing up in it as having the diaherria. Everytime I thought I was done it stated again and I gagged so bad I thought I was choking. We got to bed roughly 6:30am. Hubby had bad diaherria for 3 days, I almost 2 days. I called Texas De Brazil that evening a little after 5pm May 10th and asked to speak with the manager. I told him I believed we had food poisoning and asked if anyone else reported sickness. He said no and said he was sorry that happened. I said maybe they should make sure no one else gets sick, maybe from the salad bar. He again said he was sorry that happened again and gave me a number to their customer relations. We called twice, left messages and no return call.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April, Texas De Brazil advertised their dining card at a discount. When I attempted to purchase their computer system said my credit card was not good. I tried 4 different cards and had the same response. After checking the different credit cards, a pending charge did go thru. Although I was not actually charged, I wanted one dining card and their system never generated an order for me. I believe this is false advertising since their system does not allow anyone to purchase the card. No one is available to speak to

  Business response

  05/17/2022

  Hi *****,
  
  We apologize for the inconvenience you experienced with our websites payment portal.
  
  The websites payment portal was functioning and we are received orders from various other customers.
  Unfortunately, we are unable to troubleshoot all reported client-based issues (issues specific to the user when the general system is functioning).
  
  Some factors that could have contributed are as follows:
  1. Must use a valid ***** AMEX, or MasterCard - we do not accept discover on our website as a valid form of payment.
  2. Your billing address must match that of the credit card being used we employ AVS on our transactions (Address Verification).
  3. The browser you were using could have needed updated.
  4. The issuing bank of your credit card could have blocked the transaction.
  
  It looks like your orders were not successful and any purchases would have been pending and should have been released from your account.
  
  Thank you,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩