ComplaintsforTexas Roadhouse

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I asked waitress ****** for to-go silverware because the silverware given, both had dried food/cheese on the forks. ****** went to get more silverware and the next set of silver also had dried food on it and was very unclean. When asking her for to-go silverware she said dine-in customers cannot have to-go silverware. I asked for a manager and a young lady who looks as if she was only ten years old came to table and I told her what the waitress said . I also told her is was my Birthday and I would just like to enjoy my meal but I am not eating my meal with dirty silverware. The manager's reply to me was, "We do not give to-go silverware if you are dining in. If you want to-go silverware you will need to take your food and eat it outside ! " She took my food off table and walked off. I have never experienced service like this at Texas Roadhouse. It is servers and young inexperienced managers like them that drives customer to eat elsewhere. I was livid at that kind of service if a company can't rather you eat from a dirty dish rather provide you with a .99 fork to enjoy your meal.

  

  Business response

  04/01/2022

  Hi there, we can close out complaint with the ID ********.
  
  The guest reached out to us on the same day: 3/1/22 and it was resolved by the Macon store on 3/3/22. She was sent a $30 gift certificate to her email address.

   

  Thank you,

   

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

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Purchased a carryout dinner from Texas Roadhouse on the ******* **** ** ************* **. Today Being March 23rd, 2022 at 3: 05 pm from the parking lot because of Covid reasons I was the first carryout order of the day. I took the meal home and started eating when I mixed the dressing in the salad I found their original Salad Mix packaging label mixed in my "Made-From-Scratch" salad. I drove back to the restaurant and asked to see a manager, I showed the manager the label, she admitted and said yes that is our label sorry we are so busy here bla bla bla which was a * No Excuse* situation She then said I can give you a new salad for the inconvenience like she was rushing me out the door... I said I totally lost my appetite after almost ingesting this label and replied I don't think so. Being the first order or an order of the day wouldn't one think to check the order going out? After all, this is a Food Service Company. Shouldn't FOOD & Service be the priority? I would like Texas Road House Corporate Headquarters to contact me personally NOT the Local establishment where I visited. I have a pic of the inked colored label that was in my salad it even has the cheese stuck to it. See pic attached. It measures roughly an inch and a half wide by an inch tall very visible to the eye

  

  Business response

  03/24/2022

  We can close the complaint with ID ********. The guest was addressed by a manager at the location and was given a $30 voucher for their experience. I also called the guest to speak with him about his concern since he asked to speak to Corporate. My call was not able to completed per the message I received so I did email the guest as well via the email he provided with my direct line so that he could reach out and discuss these concerns with me.

   

  Thank you,

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

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

  Texas Roadhouse

  Customer response

  03/28/2022

  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.
  
  Regards,
  
  The fact of the matter is that I found foreign matter in my food and that a $30 coupon to close this matter is unexceptible. I want to be absolute assured that this resturants quality control is at the highest levels and that every meal that goes out of this resturants kitchen is checked to assure that this will never happen again otherwise the health department will do so. ***** ***********

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the cactus bloom and there was raw chicken in my sauce. Ruined both my and ** ****** appetite. Couldn't eat anything else but still paid because the server was nice and didn't deserve the headache. I will be calling the health department in the morning.

  

  Business response

  03/21/2022

  Hi there,

   In regards to the BBB complaint with ID ********. The guest did not provide details such as what location they visited or the date of their visit. I have input their concern into our System and left the guest a voicemail letting him know to call us. We can close it on the Better Business Bureau’s side and once he calls us back we can assist him once we have more information.

   Thank you,

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

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

  Texas Roadhouse

• Initial Complaint

  03/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/06/2022, I ordered dinner online for the 1st time and paid online. The total I paid was $68.92. I also ordered dessert, a brownie obsession with ice cream and a strawberry cheesecake. ** ******* picked the order up. We took all the food out the bags and noticed they did not put our ice cream or strawberry sauce in the container. Only a brownie and plain cheesecake. I called and spoke with a team leader, don't remember her name. And told her what was missing. She asked me to hold on and came back to the phone, only to tell me they are out of ice cream and strawberry sauce. So I told her that they could have let us know when the food was getting picked up. And she had this attitude like she really didn't care. She only said that she would start telling the employees to let us know if they were out if something. They had my phone number, they could have called us and asked if we wanted some other dessert or to get a refund for the dessert. I was really upset with Texas Roadhouse at **** ***** **** *** *** ***** *** *****. That's really unprofessional. They took our money but we didn't get what we ordered with the dessert. She didn't offer anything to resolve the problem. Only saying they were out. We also ate there several months back. We had rolls in the red baskets, they had paper on the basket with the rolls sitting on the paper but under the paper was old food from another customer. We just happened to notice something under the paper and looked under the paper. We let one of the managers know and all she said was sorry and I did have a talk with the employees about the dirty basket. They are very unprofessional and the USDA needs to visit them and they will find a lot of unclean things. They don't care about good customer service only taking everyone's money.

  

  Business response

  03/18/2022

  The *** ****** ** location reached out to the guest to follow up and sent them a $75 gift certificate as well to apologize and take care of the guest on their next visit.
  
  Thank you,
   
  ********* **
  
  ***** ********* *******
  
  Texas Roadhouse
  
  

• Initial Complaint

  03/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  3/13/2022. Sidekick of ribs $7.99 plus tax. I placed an online order. I didn’t receive all items in my order. It took about 25 minutes longer than quoted to receive my order. My filet salad was not filet. I live thirty minutes away, I’ve called open to close and no answer. I have submitted guest support request and never received a response.

  Customer response

  03/16/2022

  I would like to withdraw my complaint they have resolved. 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a To go order from Texas Roadhouse ** ******* on 10/7/21 picked it up at 10. Paid 78.00 that's including a tip. The food was in terrible condition. The pork chop dinners were burnt. When ** *** opened his mashed potatoes he drained a liquid off of them. I had a sirloin and it was suppose to be med well. It was med rare. There were no lids on the salad dressings and the dressing was spilled out. We did not receive the 2 Mac and cheeses we ordered. No one likes cinnamon butter in my home so we requested regular butter with our rolls and did not get any nor were there silverware or ranch for the cheese fries we ordered. The half gallon of tea was hot. So we ended up eating dry rolls and drinking hot tea for dinner. It was a horrible evening and because the restaurant was closed I submitted a complaint via the website that night. I never heard anything from anyone so eventually I called the restaurant and after a few calls finally was able to get a manager on the phone. He said that someone would be in touch to give me a refund. No one ever called or emailed me so I called corporate and left a detailed message. I never heard from them. I have been attempting to get Texas Roadhouse to take responsibility for 5 months and half the time I sit on hold or they don't ever pick up the phone. I'm exhausted and disgusted with this situation. Under normal circumstances I would let it go but this isn't the first time we have had to throw money away because of this restaurant and I'm down right tired of it. $78 might not be that much to some people but for us that was a big deal and we didn't even get to enjoy our dinner that night. I will attach screenshots. It would be great if the BBB could help me get this situation resolved. Thanks ****** ********** ********************

  

  Business response

  03/21/2022

  Avon, IN is a franchise location run by ***** ***** so I have sent the concern off to the proper personnel at ***** ***** and they will reach out to the Guest to resolve. Thank you.

   

  Thank you,

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

  Texas Roadhouse

  Customer response

  03/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
  

  ---

  
  
   
  

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I complained about getting raw pork chops. I was offered for it to be recooked or something else in which i did not feel comfortable accepting. I have a sensitive stomach so when i saw my meat raw i was nauseated at meat. I posted on ******** about my experience. Many of the employees began harassing me on ********. This restaurant frequently brings out raw food and when you complain about it they take it back and just put it on the grill. When the manager came back to address my complaint she was rude and had an attitude. The manager herself is one who replied to my post on ******** calling me a ***** among other things. Also, I have caught employees coming out of the bathroom without washing their hands.

   

  Business (as entered)
  Texas Roadhouse
  3029 Richmond Rd
  LexingtonKY, 40509-1508
  8592682507

  

  Business response

  03/10/2022

  The guest wrote in and called us on 3/9. She provided screenshots of the responses she was receiving on ******** and we reached out to the location and management team. After several conversations we confirmed that none of the people commenting on her status are currently employed or affiliated with Texas Roadhouse. The manager that the guest spoke to at the location is named ****** and is not one of the commentors on the post.

   

  We have addressed all concerns with the location and ensured that no current employees or anyone affiliated with Texas Roadhouse are leaving comments on guest’s pages as well as the other concerns the guest mentions abut undercooked food and employees failing to wash their hands.

   

   

  Thank you,

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

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

  Texas Roadhouse

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased two meals Texas size one was filet mignon cooked medium well topped with onions with chicken critters loaded mashed and broccoli I the bbq chicken and chicken critters with fries and a salad the filet meal was cooked beyond WELL DONE it was dry and tough as the plastic container it was in. The potatoes weren’t loaded and didn’t come with any condiments like sour cream or butter. I took the food back the following day and spoke with a manager. I don’t recall her giving me her name or seeing a name tag visible. I explained what happened and she took the food I returned and said just go back to my car and drive to the pickup booth. No I had ordered the replacement meal over the phone prior to arriving. So, when I drove to the booth outside the cashier said the manager didn’t communicate to her that my meal was being replaced after waiting nearly 10 minutes the same manager came to the pickup window and asked me did I have a email code I said no we just talked inside. She said give me a minute. She slammed the door and walked away I asked the cashier can you find out how much longer she will be as my lunch break is only 30 minutes and the purpose of calling ahead was to pickup and go. After another nearly 10 minutes I pulled off. I’m confused on how as a manager you didn’t apologize for my food being made wrong then apologize for me having to drive back there to get a replacement meal and then after I gave the entire meal untouched in all original packaging that I wouldn’t receive my replacement as quick as possible because I’m the customer who already for my food and it was wrong. I’m not sure who is running things at this location, but the service is lack luster to say the least

  

  Business response

  03/07/2022

  The location attempted to resolve this with the guest after he returned the next day with his order. When the manager went back inside to obtain more information per the guest’s request the guest left rather quickly without choosing to wait for a remake or resolution. We will not be reaching out to this guest or offering any further compensation at this time as the location did attempt to resolve it with the guest.

   

  Thank you,

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

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

  Texas Roadhouse

  Customer response

  03/11/2022

  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.
  
  I returned the entire meal to the manager on duty. I left because I had already waited over 25 minutes on top of the 40 minutes prior to picking up the order. As I explained while I was there I’m not going to return to work late from my break because of incompetent staff who challenge a paying customer who returned the entire wrongfully made order! How unprofessional can this business be?? I will be reading out to Fox 2 news Detroit and the attorney generals office and I would like the corporate office number for Texas Roadhouse. What type of company blames the customer for returning the food I paid $50 dollars for?!?! When it was your restaurant that made my food wrong?  To insinuate that I left abruptly as to suggest I was being suspicious or dishonest is disgusting and disrespectful! What is your position with the company? At this point I will just dispute the charges with my credit card company because the manager accepted the food returned to her and did not give me my money back or the replacement order now what do I look like spending my money on something and revived nothing in return??

   
  Regards,
  
  ***** ********

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/09/2022 I walk in to take out and ordered a dozen rolls or pieces of bread as they refer it to at the the Texas Roadhouse in ********* ** **** **********. A young man took my order I only waited not even a minute. When I got home these rolls were burnt and very small and from eating their quite a few times the ones they throw away. I call back and talk to the takeout manager she took my e-mail address and said she would make up for it and that she way sorry. When I never heard back from her. All that the amount is only $5.36 its the principle of the matter.

  

  Business response

  02/10/2022

  Hi there, we can close out this case.

   

  I reached out to the ********** ** location and they responded back that there was a typo with the guest’s email and they corrected it this morning and reissued him a gift certificate for  “free dozen rolls” on hi next order. The store also called back Mr. ***** and apologized for the confusion and delay.

   

  Thank you,

   

  ********* ****** 

  Texas Roadhouse

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
  

  ---

  
  
   
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a $50 Texas Roadhouse Gift Card from a charitable auction. When I went to use the card, the waitress returned it to me with a receipt that read “balance is not available at this time”. There is a security pin on the back of the card that needs to be scratched off before use, which was still intact. She confirmed the card could not have been used previously because the pin had not been revealed. She stated that I would need to call the Texas Roadhouse costumer service line at ************** in Louisville, KY. I was in Wake Forest, NC at the time, but the waitress said this was a matter for the Louisville, KY location to correct. After speaking to 3 different representatives on the phone, they stated they could not help me. The apologized but said they would not stand behind their gift card, because they could not account for the possible defect in the cards they use, since their gift cards are created by a third party. This was quite embarrassing as I went to the restaurant for the sole purpose of using this $50, so once this card did not go through, I was forced to pay $50 for a meal I probably would not have ordered. The meal and served were fine, that is not my complaint. My complaint lies with them refusing to honor their own gift cards. They should not be taking peoples money with the promise of providing them the equivalent value in food and beverages, and then not honoring that arrangement.

  

  Business response

  02/07/2022

  We can close this BBB complaint for **** ****. He called over the weekend as well. After obtaining his gift card number I was able to pull up the transaction history for the card and it was initially attempted to be purchased with $20 on it but the transaction was cancelled. So the card was inactive. I apologized to the guest as it was not his doing that the card was regift wen there was nothing on it, so I offered him a replacement $20 card (same balance as the original card should have had on it) which he accepted. I have already ordered the replacement $20 gift card and it should be shipping out to his home in the following days.

   

  Thank you,

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

   Texas Roadhouse

*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. ↩