ComplaintsforTexas Roadhouse

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went yesterday to the Texas Roadhouse ** ********* to celebrate my ********** **** birthday. We arrived at 7 and they sat us down right away. We ordered our drinks and were given to us right away. We around our dinner at 7:15pm and we did not get it until 8:08pm. During this time the waitress did not come to our table. When our food arrived and we all went to try it our food was extremely cold. ** ********* steak was well done, when she asked for rare. The burger ** ******* ordered did not come with BBQ and other items it was to come with. My ribs and shrimp were cold. My ******** **** asked for hot wings and she just got regular wings. The entire experience was not pleasant. We were not able to eat our food, because we had to wait again for our meal to be warmed. We asked for our boxes because it was already passed 9:30pm. Manger only gave a $20 discount for a bill that was over $200.00. We wanted to eat dinner as a family and was not able too. I would like at least half of my bill to be reimbursed since we were not able to eat our dinner. We are customers that go there often, and this has been the worse experience. I would like a reimbursement of at least 1/2 my bill to compensate for a not very pleasant experience for ** ********* 10th birthday.

  

  Business response

  01/16/2022

  The guest was given several gift certificate vouchers as well as the $20 discount a the table. This concern was resolved during the guest’s visit. Thank you!

   

  Thank you,

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

  Texas Roadhouse

  Customer response

  01/16/2022

  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 
  
  I received a free entree certificate and I declined it. I spoke to the manager ***** and she said for me to call the owner. She provided me with his phone number. I called him this past Friday and he left me a message not to come back to his establishment. He said if he needs to go to the atm and take money out he will but he suggests that I don’t go back. He sounded very threatening and I do not want to call back or meet up with him. I want a full refund on my credit card that they used to charge my dinner. 

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

  

  Business response

  01/20/2022

   I have called the guest and left a voicemail for her to call me directly and we will process the desired settlement of a refund of ½ her initial bill that she spent during her visit. I have followed up with the MP of the ********* store and been given permission from him as well to complete this refund. Once the guest calls back I will obtain the necessary information and get her refund processed on our end.

   

  Thank you,

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

  Texas Roadhouse

  Customer response

  01/22/2022

  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 not satisfied with rio
  
  I only received a call from the owner of the establishment. I never received a call from this lady from provider services. I can be reached by her at ************ to discuss further.

   

  thank you

  

  Business response

  01/24/2022

  The guest did call me back today. I listened to her concerns again and assured her that her feedback had been heard and addressed. She provided me her payment information and I processed a refund for $100 off of their bill per her request. She told me they will be trying somewhere new from now on. Thank you!

   

  Thank you,

   

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

  Customer response

  01/25/2022

  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 did speak with the representative from corporate and she was very nice and polite and heard my concerns. She did state that she believed the way the manager and owner handled this situation was not appropriate. She said her supervisor at corporate would be handling this internally. She did say that she was authorized to approve $100 the day she spoke to me. I told her that I was happy for that but I would like the entire meal to be refunded since the owner does not want me to return back to his establishment. So the one free entree the manager sent me I will not be able to use. So I would appreciate a full refund. I still have not received the $100 refund, not sure how long it would take. 
  

  thank you

   Regards,

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

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never received my refund I requested on December 23, 2021. They need a better refund policy !!! Money down the drain and received no food from the ********** ********** location in Virginia.

  

  Business response

  01/07/2022

  Hi there,

   

  We can close this concern: ID ********. The guest has been issued their refund and I have followed up with them via email as well.

   

  Thank you,

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

  Guest Relations Partner

  Texas Roadhouse

• Initial Complaint

  01/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My dispute is with Texas Roadhouse for my Order #: ********** regarding my purchase of Texas Roadhouse Gifts Purchase Date on November 29, 2021 for a total of $117.99 which was Debited and then Posted to my Bank Account. The Texas Roadhouse Gifts Cards purchase full amount is $117.99 which involves a purchase of Texas Roadhouse Gifts Cards (1 Physical Gift Card with 3 e-Gift Cards), and extra fee for speedy delivery by ***. I have tried to resolve the issue for a Full Refund in the amount of $117.99 from Texas Roadhouse and CS *Cashstar Gift Cards. On December 8, 2021 an email was sent instructing me to wait 7 business days December 8, 2021 and the $117.99 will be back in my Bank Account; however, I have been extremely patient and I did not receive the funds back to my Bank Account nor did I receive a Physical Gift Card and the e-Gift Cards were deactivated by the Company. I have called Texas Roadhouse Headquarters and spoke to Cali ******, who explained that because I changed Bank Cards the funds were not deposited and a check is in the mail. I gave my address and phone number to Cali ****** and as of today, December 27, 2021 I did not receive a check in the amount of $117.99. My request for being extremely patient with Texas Roadhouse is that I receive a Full Refund of $117.99 and a Complimentary Meal from Texas Roadhouse since I have been patient for nearly one month and ranked Texas Roadhouse as number one for being my Favorite Restaurant in *********** *******.

  

  Business response

  01/04/2022

  The guest has been issued a paper check and received a voucher from us as well for $30. They should be receiving their paper check in 4-6 weeks. 

  Thank you,

   

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

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

  Texas Roadhouse

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12.14.21, my family and I visited Texas Roadhouse for dinner for ** ******** 62nd birthday at her request. Everything was fine until ** ** **** *** pulled out her mouth a balled of piece of green receipt paper that was in her Caesar salad. I immediately requested the manager, she took forever to come to our table I eventually had to get up out my seat and look for her. I spoke to ******* she introduced herself as part owner of the restaurant. I explained to her what just occurred with ** ******** and her salad. She looked at me like I had two heads and then offered me a bowl of ice cream for having receipt paper in ** ********s salad. The owner was very nonchalant and and acted like it was normal. Now I don’t know if her actions were because (redacted) but she definitely was NOT courteous. And because I didn’t want to ruin my mothers birthday I still paid $172 for the bill. The owner did not even offer to take care of. I quickly realized and was able to get pictures of the kitchen. The food is served next to the garbage and the green receipt paper that was in ** ********s salad was also on the kitchen floor of the restaurant.

  

  Business response

  12/29/2021

  Please see the attached document and close out the complaint with ID ******** for ******* ******. The guest’s concerns were addressed in store and he was offered several apologies and attempts at a resolution. The guest refused and made the staff incredibly uncomfortable with his behavior. We will not be offering any further compensation or reaching out to the guest in the future.

   

  Thank you,

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

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

  Texas Roadhouse

  Customer response

  12/29/2021

  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,
  
  ******* ******

• Initial Complaint

  12/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/13/2021 Yesterday I went with my family to celebrate ** ** **** ***'s birthday. Since there was 11 of us I called ahead to get on the waitlist as I knew I had a larger party when I called it was at 4:30pm looking to come in at 6:30. The women who answered the phone was very sweet and asked that I call her back at 6 pm to get on the waitlist. When I called back at 6 pm I spoke with ****** who had a bit of an attitude she advised that they were not going to put us on the list until the whole party of 11 was at the restaurant even though they had to split us up which makes no sense. Spoke with manager he was not helpful and seemed to really dismiss the whole situation as if he has better things to do. When we arrived at the restaurant they would only seat 9 at each table we asked to be separated by either 7/4,9/2 or 6/5 but asked to be seated in the same area. Hostess and manager said it was not guaranteed. Everyone was extremely rude and unhelpful. Finally after waiting 20 mins they sat the 1st 4 and they 10 mins later sat 7 of us. When I walked the first 4 in there was an entire section open. I figured they would put us at a table at least across from they to my surprise they did not do that. They filled larger tables with two customers and instead put us in same section but unable to interact with other table. since I was paying for their bill as well I also had to make two separate transactions because the waitress were different. If it wasn't for my sons birthday and him loving the bread and whole atmosphere I would have left and never came back. I was so embarrassed that I made everyone in the party go through this. Our server ****** was awesome and even she apologized and could not believe everything we had went through. I have never felt more disrespected and unappreciated as a paying customer who frequently comes to your establishment at least 1/2 times a month. This was the Texas Roadhouse ** ********** ***

  

  Business response

  12/20/2021

  We have attempted to reach the guest multiple times over several days and have received no response.  
  
  
  
  Thank you,
  
  
  
  ********* ******

  Customer response

  12/20/2021

  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 HAVE NOT RECIEVED ONE CALL FROM TEXAS ROADHOUSE AS OF YET. I HAVE BEEN WAITING FOR THIER CALL. PLEASE MAKE SURE YOU HAVE THE CORRECT CONTACT INFO. ************
  
  
  Regards,
  
  ********* *******

  

  Business response

  01/06/2022

  I have attached the pdf of the case itself in which the store explains that they tried calling several times across 2-3 days and received no response from the guest. We have tried reaching out several times and received no answer. Our locations have policies in place regarding large parties and we can not promise that they will not be split up or sat in the same area. I’m afraid there is nothing more we can do for the guest. 

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 26, 2021, I ordered online from Texas Roadhouse in *********** *******. Because I have received sub-standard previous orders, I was sure to spell out my my order. I requested extra condiments because many times I don't receive any. I ordered an additional dozen rolls, because in the past, I have received orders without the complimentary rolls. In the past, servers clearly act bothered when you complain. Tonight, my order didn't include any of the condiments I requested. Additionally, the steak was overcooked, and all 14 of the rolls I received were burnt and included no butter. Tonight, within 30 minutes of picking up my order, I attempted to call to discuss with management and was on hold for over 30 minutes with no one ever picking up. I have little faith in management anyways. At this point, I want a refund of $43.41.

  

  Business response

  12/08/2021

  it looks like the store made notes that they called the guest and there was no answer so, they sent compensation. Will you please close this out on your end?

   

  Store Notes:

  11-28-2021 11:16:24 AM

  Called guest, no answer. Sent compensation. Will call back again today.

  Customer response

  12/15/2021

  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

  10/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was gifted a $100 dollar gift card for my birthday to this establishment. They had a text app that tells you when your seat is ready. I went there 10/16 & 10/17 and never got seated. On 10/17 I received the text to come in with my party that my table was ready (there was only 2 of us) we came in and staff was very rude and had us waiting for over 20 minutes. I asked what was the hold up and a staff member yelled in my face. That the other people were seated because they were a big party. We waited at least 40 mins and never was seated. I politely asked them to cancel the seating arrangement and staff proceeded to yell and dismiss me and tell me to never come back. I called to talk to the manager and the same staff member answered saying they were the manager. She began talking aggressively so i hung up. Called corporate 10/18 the assured me the problem will be handled and they never got back to me. I had to drive an hour to the next nearest location. My birthday was completely ruined and they were unacceptably rude.

  14660 Pardee rd 
  Taylor, Mi 48180

  

  Business response

  10/28/2021

  The Managing Partner spoke with the guest in store and my supervisor followed up with her the same day that she called (10/18).

   

   

  Thank you,

   

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

  Customer response

  10/28/2021

  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]
  
  Regards,
  
  ***** *****

   I never got anything resolved with them and never spoke to a manager only the lady who never seated me when she answered the phone acting like she was a manager. I do not accept this and the issue was never resolved. They called and said they got the complaint and didn’t do anything to resolved the issue 

  

  Business response

  11/04/2021

  We spoke with management and my supervisor followed up with the guest on the same day that she contacted us (10/18). We so not feel that any additional action is required at this time.

   

  Thank you,

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

  Guest Relations Partner

  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. ↩