Complaints

This profile includes complaints for Texas Roadhouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Texas Roadhouse

  6040 Dutchmans Ln Louisville, KY 40205-3305

  
• 

  Texas Roadhouse

  207 Commerce Dr Elizabethtown, KY 42701-1285

  
• 

  Texas Roadhouse

  4406 Dixie Hwy Louisville, KY 40216-2822

  
• 

  Texas Roadhouse Everett

  31 Mystic View Rd Everett, MA 02149

• 

  Texas Roadhouse

  3143 Erie Blvd, East Syracuse, NY 13214

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I would like for the corporate office to be aware that associate ******** is overcharging people in order to increase her tip. I was at the ********* *** location on 1/27 with my neighbors, and she increased both of our bills by $10 in an effort to increase her tip. My receipt was $16.88 and she charged me $26.88. We sat at table 336 and my guest # was ***** and I have attached my receipts as proof. I visited the store within a few days of it clearing in my bank to show the manager and owner the receipt and they assured me that it would be taken care of. I have since received a credit of $10, but after looking at my account further, I'd appreciate you investigating ALL my transactions at Texas Roadhouse (card ending in ****) to ensure additional fraudulent behavior has not taken place. There are a few questionable transactions taking place around 11/12/24 and 8/1/24. Please let me know when this investigation can take place. Thank you!

  

  Business Response

  Date: 02/23/2025

  Hi there, I'd like to close the complaint with ID: ********. I reached out to this guest and reviewed the additional charges as requested; I explained that three charges were from Franchise locations that our Corporate Office does not have access to, however, the other three charges were revied and confirmed correct. I sent the guest all three copies of the receipts we have access to, and recommended the guest contact the Indianapolis Franchise location that they dined at last year for further assistance.

   

  Thank you! 

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 29th we placed order ****************** We always go to the Coon Rapids location but we want the same cloud location as we were in the St Cloud area. The pickup service was horrible. First of all we didn't get the catfish and second of all the steak was underdone and nowhere near cooked as it was all pink inside. The salmon was burnt and way over seasoned. I am requesting a full refund.

  

  Business Response

  Date: 02/15/2025

  Hi there, we would like to close complaint with ID: ********. The Managing Partner of our St. Cloud location spoke with this guest directly and addressed their concerns internally to ensure our guests are receiving legendary food as expected. The store is processing a refund, which typically takes 5-7 business days, depending on the financial institution. 

   

  Thank you!

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a 8 oz sirloin smothered and onions and ordered a Roadkill. Don't kill off got placed on the sirloin and vice versa. After I got home I noticed the food was wrong I called and spoke to a person named *******. They explained they got the sauces wrong and they would credit me back my money. She asked me to bring the food back but because I was already at home and it was close to 8:00 p.m. I did not do that. I tried to do that the next day and a person named **** told me that it was illegal for me to do that and she would not be allowing me to return the food. She also called me a ******* ****** And repeatedly hung up on me or declined my phone calls when trying to rectify this matter. Both ******* and **** the managers of the Texas Roadhouse in Flower Mound are evil. They have no business being in the service industry. To be called a ******* ***** after trying to get the food I ordered is unimaginable. They need to be fired from their jobs.

  

  Business Response

  Date: 02/15/2025

  Hi there, we would like to close complaint with ID: ********* I personally reached out to this guest on 2/12/2025 at 12:30pm via phone to discuss and was unable to reach the guest. I left the guest a voicemail with my name, phone number, and her case number to give me a call back if she still wanted to talk about her experience. I haven't heard back from the guest. 

  Thank you! 

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  

  Business Response

  Date: 02/04/2025

  Hi there, we would like to close case with complaint ID: ********. The guest stated "see attached document" but there is no document attached to this case. If the guest has any questions, concerns, or comments, we kindly request that the guest contact our Guest Relations team directly at ************. We can be reached every day of the week until 8pm EST.

   

  Thank you! 

  

  Business Response

  Date: 02/08/2025

  Hi there, we would like to close complaint with ID: ********. Our Guest Relations Team spoke with this guest on 02/06/2025 and advised the guest that an extended break seemed ideal given the situation at hand. The guest thanked us for following up and understood that there will be no further follow up. 

   

  Thank you! 

  Customer Answer

  Date: 02/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: I was told by ********* a senior partner in the guest relations department of Texas Roadhouse she could not share with me what she found out from her investigation. I am not exactly happy with that response. I would like to hear from the Jonesboro, AR restaurant about why I was treated so unfairly. I want to know why Bailey said I was taking photos of her at the bar because that is not true. Hopefully it is just a misunderstanding and can be cleared up. I want my name clear with this organization because I did nothing wrong. I want my friends back. I would like to go back as a regular there because I love everyone there. 

  Thanks and God Bless,

  Sincerely,

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

  

  Business Response

  Date: 02/17/2025

  Hi there, we would like to close complaint with ID: ********. This concern is a personal matter, and we will not be contacting this guest further. We have shared this information with the appropriate parties, but as we explained to the guest directly, there will be no further follow up or action taken, and our best recommendation for this guest is to dine at a different Texas Roadhouse location in the future. 

   

   

  Thank you!

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

  Guest Relations Coordinator

  Customer Answer

  Date: 02/18/2025

  
  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

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had a frustrating experience at the Texas Roadhouse in Prattville that I feel compelled to share. Due to my daughter's skin disorder, we have to be extremely cautious about cleanliness and germs. I ordered two separate servings of steak fries, specifically asking for them to be separated for health reasons. However, the manager on duty refused to accommodate this simple request. Instead, she combined both orders into one serving. What was even more disappointing was how she addressed us. She referred to me as a "guest" instead of a "customer," which felt dismissive. When my wife politely asked her again to separate the orders, the manager still refused to correct the issue and suggested we go outside. This interaction made us feel unwelcome and uncomfortable. Overall, I felt that I was treated unfairly, and the whole experience left me questioning if there was an element of racial discrimination involved. I expected better service and understanding in such an establishment. Regrettably, I won't be returning to this location after this experience.

  

  Business Response

  Date: 01/22/2025

  Hi there! We would like to close complaint with ID: ********. I spoke with the guest over the phone regarding his family's experience and assured him that this has been addressed internally to ensure our guests are having the legendary experience expected. We have also sent this guest a gift certificate for him to use on his next visit, in hopes that he will give our brand another chance. Thank you!

• Initial Complaint

  Date:01/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wow! I took my husband to the shilo location for his birthday yesterday 1/17 my teenage daughter ordered the Kansas ribeye well done what she got was not well done my husband had to flag the manager down to let her know she came back with a plate and had my daughter put it there so she could take it back my daughter had to sit there while we ate to get the charred steak back and it still wasn’t done she told them it was fine as she was done with the entire ordeal. We won’t be back, a bill for $95.82 I tipped the waiter because I felt sorry for her but we will not be back! Our food was not good at all my veggies were dry my rice mushy my husband said he’s had better on other visits. The entire restaurant was super packed and noisy gave my husband a headache what a way to end his birthday ?? I have never seen a place get someone’s order wrong and not even offer some form of discount, very disappointed with entire ordeal we won’t be back !

  

  Business Response

  Date: 01/22/2025

  Hi there, we would like to close complaint with ID: ********. The manager at our ******, IL location reached out to this guest regarding their experience and to gather more information to ensure this is properly addressed. The store was unable to reach this guest via phone (voicemail box was full) to discuss a possible refund, and the store has sent the guest a $60 gift certificate in hopes that they will come back and give us a second chance. Thank you!

   

  *******

  Customer Answer

  Date: 01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because we won’t be back! There is no need to provide a gift card when I clearly noted no desire to ever visit your chain again! I will gladly go to other steak houses, outback longhorn to name a few. The restaurant is attempting to keep money provided to them that they do not deserve, had our food been cooked correctly and just not to our liking I would have accepted this gift card however my daughters food was not cooked correctly she had to sit there and watch us eat! My veggies were dry and my rice mushy what’s more you ruined my husband’s birthday because you couldn’t at the very least sit us somewhere with less chaos! For future reference sit families with babies together avoid sitting guests who have no babies with guests who do! We had to endure screaming crying babies on top of the poor service. I’ll fight this if I need to because I’m not returning for a second shot at chaos! Discount my order!
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/22/2025

  Hi there, we would like to close complaint with ID: ********. The Managing Partner of ****** attempted to reach this guest via phone to discuss a refund and gather credit card information but never heard back. Since we did not hear back, we have not processed a refund. If the guest would like a refund, we are asking the guest to give the Managing Partner **** a call back to discuss at ************. Guest Relations is unable to offer a refund, therefore, this guest must communicate with the store directly via phone for further assistance. 

   

  Thank you! 

• Initial Complaint

  Date:01/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I showed the server a coupon for a free appetizer with purchase of entree. I asked what menu items were entrees and appetizers. I ordered what i thought were an entree and appetizer. After my order came I was told I needed to purchase a FULL entree. The coupon said NOTHING about that !!! The Cheapest appetizer was removed from my bill because these jerks need every damn penny they can get apparently.

  

  Business Response

  Date: 01/11/2025

  Hi there, we would like to close complaint with ID: ********. After contacting the guest for more information on his visit, he let us know that this was resolved to his satisfaction. Thank you!

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On my birthday January 5th I ordered three meals for celebration. The company charged me twice I contacted them 3 days in a row the manager is not calling me back I even left my phone number. Called back later that day because the ribs were so black you could not put a knife through them so they stated that I would get the refund for the double charge and the money for the ribs which I believe was roughly $40. It's been about a week now and still nothing no email no credit for either the $40 gift card that they were supposed to send in 30 minutes and they didn't give me back the money that they double charged me for. At this point I'm just hoping that you guys are able to help me get an answer. *****************. Is the order number and attached is a picture that shows that they charged me twice. I did finally get a hold of somebody Wednesday and they said that they were going to call me back and still nothing

  

  Business Response

  Date: 01/11/2025

  Hi there, we would like to close complaint with ID: ********. The manager at our Syracuse, NY location has issued a refund for the duplicate order, which the guest should receive e-mail confirmation of if they received an e-mail confirmation after placing the order (if not, then e-mail notification regarding this order was opted out of). This should process and reflect in the guest's account in the next few business days. The manager attempted to call the guest but could not reach them via phone. The manager sent the guest an e-mail apologizing about their experience as well as inviting the guest to ask for them by name on their next visit. The guest also was sent a voucher for their next visit. 

   

  Thank you! 

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won this gift card from a local business. I went to use the card at the Lake City location and I was told there was a problem with the $50 gift card and it couldn't be used. I pulled it up online and saw where it was legitimately purchased and the balance was correct, so I'm not sure what was going on with it. I contacted Texas Roadhouse and they said I could mail it in for a replacement, which I did and paid out of my pocket to have it certified, return receipt. It was signed for a while ago and I still haven't received a replacement card. Now, the company isn't responding to my emails at all. I need the card replaced and I need to be reimbursed for mailing it back, since this was in no way my fault.

  

  Business Response

  Date: 01/08/2025

  Hi there, we would like to close complaint with ID: ********. We have spoken with the guest, addressed their concerns, issued a new gift card, and compensation for their next visit, in hopes they will come back and dine with us again in the future. Thank you!

   

  Customer Answer

  Date: 01/09/2025

  
  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

  Date:01/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Texas Roadhouse opened here in Union Gap, WA last year. In-laws gave us gift cards for Christmas. Called in our food, waited the time they told us to & then went to pick it up. Was told 10 more minutes. Half hour passed. Finally brought our food. No apologies. Just “here. Bye”. The food? Most average dinner ever. I made a ******** review & their response was copy & paste apathy. No offer to make it right

  

  Business Response

  Date: 01/10/2025

  Hi there, we would like to close complaint with ID: ********. The manager at our ***** ********** location has assured us that they spoke with this guest and that the guest concerns have been addressed with their team, so our guests receive the legendary customer service expected.

  Thank you!

  Customer Answer

  Date: 01/13/2025

  
  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.