ComplaintsforUltra steak

• Initial Complaint

  06/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We love ****************Since the pandemic we have not been going out to eat much. We were excited to receive free coupons at a police sponsored event.One gift certificate for $40. One free kids meal and 2 free appetizers, each with purchase of an entree. We read the details. The gift certificate read one certificate per visit, per table. Both the free kids meal and free appetizer read one offer per visit, but did not include verbiage about per table.We asked the people giving out the free coupons if we could use them all together and we were told we could. My wife and I only have 1 toddler so we decided to invite some friends.We made reservations ahead of time and when we got there we asked again if we could use multiple coupons. We were told yes again if we split the check. Made sense. Only The gift certificate mentioned per table and it referred to itself specifically as a certificate, while the other coupons said offer. It made sense to us because we still had to order an entree to receive the free bonus item of a lesser value. Unfortunately, once we began ordering we were informed we were only allowed to split the check 2 ways and therefore management was not willing to allow us to use our other 2 coupons. It did not make sense to us, was embarrassing in front of our friends, and we felt disappointed and misled. Why dont the free kids meal and a free appetizer include the words per table like the certificate? It would have clarified things a lot. We dont want to blame the waitress and manager for doing their job. They were kind and tried their best under the parameters they were probably trained but it did leave us with a negative experience of what we believe otherwise to be a great place. While we know there was no more the waitress and manager could have done under the circumstances we hope there might be something more you can do to make things right. We ended up ordering less and sharing entrees.

  Business response

  06/25/2024

  Hi there, we would like to close the complaint with ID: ********. The particular location the guest dined at, **********, **********, is a franchise and their concerns are handled by a separate team and company. I have sent the guest's contact information and his concerns over to them, as well as provided the guest with the phone number, should he have any further questions. Their phone number again is ************ and the company is called Ultra Steak, the owners of our franchise locations. 

   

  Thank you!

  ***************************

  Guest Relations Coordinator

   

  Customer response

  06/26/2024

   
  Complaint: 21874386
  
  I am rejecting this response because: No real resolution. What is the address of this other company so I can file a complaint against them?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  MY FAMILY AND I ORDERED OUR NORMAL MEALS IN DEC 2023 HOWEVER, WE WERE GIVEN VERY VERY COLD AND OLD ADVERTISERS OF SOMEONE ELSES ORDER, THEIR NUMBER WAS IN OUR BAG WHICH MANAGER ****** AMITED IT HAD BEEN A MIX UP AND ASSURED ME HE WOULD SEND EMAIL WITH THREE ADVERTISER CREDITS NOT TWO, THREE, AS THERE IS MY WIFE SON AND I AS NORMAL EATING. ****** LATER SAID WHEN I STOPPED IN AND ASK WHY I DIDNOT GET MY CREDIT IN A EMAIL AS HE SAID I WOULD? HE STATED HE SENT TO WRONG EMAIL AND I GAVE TO CORREVY EMAIL HE STILL DIDNOT SEND ON 12/21/23 AS THE UNPROFESSIONAL ***** SAID HE DID AFTER CHECKING ALL EMAILS FOR 12/21/23 WE DIDNOT GET A CREDIT FROM TEXAS ROADHOUSE. ****** MANAGER SAID REMIND MANAGEMENT OF CREDIT OWED NEXT TIME WE ORDER. THAT WAS TODAY WHEN MANAGER ***** LIED AND SAID SHE GAVE MY WIFE A CREDIT BUT CHARGED OUR CREDIT CARD FASLELY.

  Business response

  01/18/2024

  Hi there, we can close this concern with the ID of  ********. After researching and locating the guest's order it was placed at the ************ location on ****************. This is a franchise run by Ultra Steak and they do have their own **************** Support Team and are expected to address their locations' concerns. I have passed the guest's concerns along to the Managing Partner and management team over at Ultra Steak but the guest is welcome to contact them as well at ************. 

   

  Thank you, 

  *********

  Guest Relations Partner

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I used a $50 gift card (a birthday present from my coworkers) at the ******** restaurant on October 26th, 2022. After the tip, my total charge to the card was $32 (I left a generous tip), leaving $18, enough for me to enjoy a second meal. About a month later, I went to place an online order, and saw there was only $2 left on the card. When I looked up the card activity, I saw someone at the same store location had charged $16 to the card on November 3rd. I contacted Texas Roadhouse customer service via their website, through their contact page. They completely ignored my message. I received zero replies. I know it's only $16, but an employee stole from me, and the company can't be bothered to even talk to me about it, let alone attempt to rectify the problem. I have an issue with that.

  Business response

  02/13/2023

  Hi there, we can close the BBB complaint with the ** ********. That ********* IN location is a franchise run by a company called **********************, that will have to be sent to the ********************** BBB rep. ********************** has a separate customer service team that handles their concerns. Thank you.
  
   
  
  Thank you,
  
  *********
  Guest Relations Partner
  Texas Roadhouse
  6040 ******************************************************

  Customer response

  02/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

   
  They carry the Texas Roadhouse name and brand. When going to their site, I am directed to Texas Roadhouse customer service. That makes their actions or lack of action your concern. If you do not intend to hold them accountable to your standards, they should be denied franchise rights under Texas Roadhouse. But thank you for showing the same disregard as they did. 

  
  Regards,
  
  *********************************

*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. ↩