ComplaintsforTexas Roadhouse

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/5/2024 I ordered the Country Fried Sirloin. I asked for the sweet potato. The cashier asked me if I wanted it loaded. I asked her if it came with the Country Fried Sirloin meal and she responded yes. I told her that I didn't want to pay anything extra. When I received my receipt the total looked higher than normal. I asked the other cashier what I paid for and she told me an extra $1.29 for the loaded sweet potato. I informed her that I was told that didn't cost extra. My complaint is that the initial cashier was deceptive in offering me an upsell to the loaded sweet potato. I want a refund of $1.29.

  Customer response

  07/12/2024

  
  Better Business Bureau:
  
  

  Hi, please close this case.  This matter has been resolved,

  
  

  
  

  Thank you,

  
  

  
  

  
  

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

  
  

   

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to express my deep disappointment and disgust regarding a recent dining experience at Texas Road House. On June 27th, I visited the Indian Harbour beach location in Melbourne Fl, and was served a to-go caesar salad that contained a dead bug inside. As a long-time customer, I have always appreciated the quality of food and service at Texas Roadhouse. However, this experience was extremely distressing and far below the standards I have come to expect from the restaurant. Discovering a dead bug in my food was not only unappetizing but also highly concerning from a hygiene and food safety perspective. I urge you to take immediate action to address this serious issue. Ensuring that such incidents do not occur again is crucial for maintaining customer trust and satisfaction. Thank you for your prompt attention to this matter. I look forward to your response. Sincerely, ******* ******** Phone #: ********** Email: **********************

  

  Business response

  07/01/2024

  Hi there, we would like to close the complaint with ID: ********. The guest reached out to us on 6/28/2024 and the manager of our Melbourne, Florida location called the guest on 6/29/2024 and sent the guest a gift certificate for her next visit, in hopes she would be willing to give us another chance. We are continuing to address the concerns in this complaint with their Managing Partner to ensure all guests have the legendary food and service expected. 

   

  Thank you!

   

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

  Guest Relations Coordinator

  Customer response

  07/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My granddaughter and myself went to eat last night 6-29-24 first thing it was so hot in the restaurant we placed our order I ordered the 12 oz ribeye & ribs cooked medium my granddaughter ordered same cooked well done when we received our order my steak was so black on top and so well done it was burned up I thought maybe it was my granddaughters no it was not and it had so much black stuff on top she couldn’t eat it anyways so they cooked me another one while waiting on it I’m eating my potato and I wanted some butter for it I didn’t get any so I moved my potato over to have room for my steak that I’m still waiting on and there is a fly crawling around on my plate it had been under my potato the entire time I ask for the manager and told them just take the plate out of my face by then neither of us wanted to eat anything else manager ask me what could he do to help the situation and told me that their air had been out and they had opened the doors and a lot of flys came in well I told him that I felt like I shouldn’t have to pay for either one of us I mean when my granddaughter seen that in my plate she didn’t want to eat her meal either he told me that he could only take mine off I explained to him but he was very rude and didn’t care this was the Texas Roadhouse in Durham nc

  

  Business response

  07/03/2024

  Hi there, we would like to close complaint with ID: ********* The manager of our Durham, NC location has reached out to the guest via e-mail to follow up regarding her experience. We were not able to reach out to the guest via phone due to the phone number missing a digit. If the guest would like to speak with the management team at Durham, please have her give them a call at ************* or she can reach out to Guest Relations with any questions at *************

  Thank you and have a great day!

   

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

  Guest Relations Coordinator

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Arrived at approx 9 pm tonight, with minimal crowd at this time. Sat at bar to order. Waited over half hour with not one word about our food status! The bartender/waitress taking the order made not 1 attempt to check nor give us any concern! With it approaching 9:45pm, I ask at the front desk for the manager who comes out of the back office. I explain about extreme delay and manage offers to check, then says food coming in a minute. The food comes and my order is wrong! The margarita ordered was also wrong too when the bartender put sugar when salt was requested! She was just horrible and didn't even offer to remake, but instead just poured into another glass! So, after 30 min of waiting, and the chicken comes with brown gravy (which I do not like) instead of white, like I asked for! So now, the manager is called again and offers to remake, which I am not happy with due to the first taking over 30 min and so I ask if going to be another 30 min and told no. However, it was close to it and again the chicken comes and this time it is so overcooked that I can't even cut it with a serrated knife hardly! In addition, the manager brings back just a piece of chicken and not the sides when he returns! So, I have to ask for those! Once again, the unconcerned manager comes and I tell him just take the food and don't charge me. After 10 pm by now! Without any apology, he simply takes the plate, says nothing and walks off. The bartender/waitress proceeds to give us the $30 bill without any concern either! Charged me for MY coke even under the pitiful circumstances! When walking in the door, there was a sour stench that was absolutely discusting besides! I will not set foot back in that poorly managed, stinky, incompetent operation and want this business' corporate to know how customers are treated without regard there and how bad food and service is! Going to post on social media as well! phone number *** *** **** *** *** *** *****   can provide receipt.

  

  Business response

  07/03/2024

  Hi there, we would like to close complaint with ID: ********. The manager at our ****** ******* location has reached out to this guest via phone twice, once on 7/1/2024 and 7/3/2024 and was unable to reach her. They have also sent her an e-mail, asking for an available time to talk about her concerns. Guest is encouraged to call Manager ***** ** ************ or respond to the e-mail from *****. If the guest has any questions, she can give our Guest Relations team a call at ************, however, the Denham Springs upper management team is hoping to assist this guest directly. Thank you!

   

  ******* ******
  Guest Relations Coordinator

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered online from the winchester, va location saturday 6/22/24. I dont have the receipt anymore but it was between 5-6pm so im sure it can be looked up under my name. I ordered ribs with fries and mixed vegetables and a extra side of corn. When I got home the ribs were burnt, I requested no bbq sauce on them and there was bbq sauce on them and they did not give me my mixed vegetables or corn. I am requested to have my order remade at some point in the future. I am deaf so please contact me by email.

  

  Business response

  06/30/2024

  Hi there, we would like to close complaint with ID: ********. A manager at our Winchester, VA location has reached out to the guest via e-mail as requested and has also sent the guest a $30 dinner voucher for his next visit. We are continuing to work with the Managing Partner to address this concern for all future guests as well. Thank you! 

   

   

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

  Guest Relations Coordinator

  Customer response

  07/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Me and my family(my significant other, 15 month old daughter and newborn.) went out to eat at Texas Roadhouse on 06/24/24. We asked for a booster/high chair seat for my 15 month old. Once seated and received the booster seat we realized it was broken with no clips.. I brought this up to the attention of a team member since my daughter was practically falling out of the chair almost under the table since nothing was holding her in. I got told by a team member that "yeah most of them are broken , just try tying a knot to keep her in the chair." Which I didn't feel very safe, so for the whole meal duration I had to hold onto my daughter to make sure she wasn't gonna fall out of her seat due to a broken booster seat that this location knows are broken but still not doing anything about and putting customers at harm. This doesn't make me feel safe to bring my family back to this place if my daughter can't safely eat without concern of falling/hurting herself

  

  Business response

  06/30/2024

  Hi there, we would like to close the complaint with ID: ********* We have partnered with their Managing Partner to ensure new equipment is ordered, as well as spoke with the guest, apologized for her experience, and sent a dinner voucher for her next visit. We hope she will give us a second chance. 

   

  Thank you, 

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The steak we ordered was mostly grizzly and fat.

  

  Business response

  07/02/2024

  Hi there, we would like to close complaint with ID* ********. I personally reached out to this guest and was unable to reach her. I left her a detailed message on my reason for my call, my name, our Guest Relations team phone number, and her Guest Relations case number to reference when she calls us back to discuss. I will resolve with the guest once we hear back from her. Thank you!

   

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

  Guest Relations Coordinator

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a to go order at the MANSFIELD location. *** ** ******* **** ********** ** ***** ***** ******** ***** * ***************** I ordered Rattlesnake Bites and Chicken Critters, I went back home after picking up my order, the bites were SO salty impossible to eat, the chicken critters were only 3 pieces, I called the restaurant immediately to talk to the manager and I waited more than 10 minutes and no answer, I called again and finally a lady that I don’t remember her name answered me, I explained that I wasn’t happy with my order because of the salty and few pieces of chicken. She offered me to go back and she would replace my appetizer. I told her that I drove 30 minutes to get my order, so she decided to send me a coupon for an appetizer with my next order.!! I told her that she should replace the entire order since I have to drive 30 more minutes to pick up their mistake. This place it’s my to go place and family dinner and I had never had any issues until now. So disappointed with the customer service .

  

  Business response

  06/30/2024

  Hi there, we would like to close complaint with ID: ********. I called and personally spoke with *****. We talked about her concerns; I assured her that they would be addressed with the store's upper management team and offered to replace her entire meal. Guest was happy when we ended the call and thanked me for understanding her frustration. We hope to serve this guest again in the future. 

   

  Thank you, 

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

  Guest Relations Coordinator

   

  Customer response

  07/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 6/13 I placed an order ) Order # ***************** Which I canceled but was still charged for it. I was told I would get a phone call to process a refund but I still haven't. This was at the Waite Park MN location. The total was 106.40

  

  Business response

  06/23/2024

  Hi there, we would like to close the complaint with ID: ********. The manager at our St. Cloud location stated that they have submitted the refund, which should reflect in the guest's bank account within the next few business days. The manager did call the guest to let her know, but the call was unanswered and there was no option to leave a voicemail. 

  If the guest has any further questions, they can reach out to ****** ** ************ or myself and ********* in Guest Relations at ************.

   

  Thank you, 

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

  Guest Relations Coordinator

  Customer response

  06/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Greetings,  On the evening of June 18, I visited your establishment around 9 PM. Initially I was going to leave due to the availability of seating but choose to patronize your establishment anyways, this was a bad decision!  I will start by saying I was serviced by a waitress that was absolutely amazing; her name was *******. She provided exceptional customer service.  However, your manager ***** did not provide any service. I requested to speak with him and he arrived with less enthusiasm than some who has no religion on a Sunday service. Around 945 a group arrived with a white dog that they advised was a service dog however, the dog was not labeled with any service markings, including a jacket, a collar or anything of that identified the dog as a service animal. The animal walked around the restaurant and barked which service animals do not do; I know this as I am licensed social worker. ***** proceeded to roll his eyes and walk away to retrieve the requested information (corporate contact). I was very dissatisfied with my visit and have no plans to return as I have no desire to eat with animals walking around a restaurant hence, I didn’t finish my food that I paid for.

  

  Business response

  06/26/2024

  Hi there, 

  We would like to close complaint with ID: ********. I personally reached out to this guest at the phone number provided multiple times and was unable to reach anyone. I left the guest a detailed voicemail giving her our phone number and her Guest Relations case number if she would like to discuss this further. Again, her Guest Relations case number is *********, and we can be reached at ************ everyday of the week until 8pm EST. 

   

  Thank you.

  ******* ******
  Guest Relations Coordinator

*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. ↩