ComplaintsforTexas Roadhouse

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was at the restaurant with another couple. We split the check and I accidentally paid for both checks on the kiosk. The waitress said the manager fixed it. 2 days later my account was still not credited. I went to the restaurant and was told it would take several days. After not receiving a credit after a week I contacted customer service. They asked me for the day, the amount, and the last 4 digits of the card I used. I still haven't received the credit. I have contacted customer service again and have not received a response. Please help

  Location of Dispute:

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

  

  Business response

  10/22/2024

  Hi there, we would like to close complaint with ID* ********* We were able to gather more details from the guest, partnered with the Managing Partner of our Fredericksburg, VA location to ensure that our guests have the legendary experience expected. We have submitted a refund for the guest, in the amount of $51.66, which should reflect in their account within the next few business days. We hope the guest will be willing to give us another chance in the future. 

   

  Thank you. 

   

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

  Guest Relations Coordinator

  Customer response

  10/22/2024

  
  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

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a family meal from Texas Roadhouse in Riverview FL. It was a to go order. When I got home and took a bite into my burger that was ordered Medium Well, i found that the inside was raw hamburger meat and cold to the touch. I immediately tried contacting the restaurant via phone and social media with no luck. After my experience of being hung up on by the manager before even getting to speak to them (i heard them say in the background... "It's too busy, I don't have time for this crap") then the phone hung up. I went to email on the website contact link. I have not been contacted and it has been 2 weeks. This was a horrible experience that could have resulted in me getting very sick. We threw away the entire order one I discovered my burger in its condition. We will not be eating at this location ever again and I want a full refund.

  

  Business response

  10/19/2024

  Hi there, we would like to close complaint with ID: ********. The Managing Partner spoke with the guest and has ensured the concerns have been addressed with his team, so that our guests have the Legendary experience expected. He processed a full refund for the guest, as well as sent the guest a dinner voucher in hopes that when the time is right, they will be willing to give us a second chance. Thank you so much!

   

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

  Guest Relations Coordinator

  Customer response

  10/21/2024

  
  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

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family (wife and small children) and I were dining at the Benton location on the afternoon of October 14th, 2024. After we were seated another party arrived that was belligerent. To the point that one member of the party, after an apparently heated exchange with his seat mate, ended up falling onto and at my table, landing on the floor next to me. At this point my family decides it's time to leave as the staff are not able to control these patrons. I want to be clear that the waitress did a phenomenal job as best she could. The manager was involved and did his best to handle the situation but the party was not asked to leave, to my knowledge. This forced my family to have to leave early and pay in full at the cashier stand. I want to applaud the waitress for attempting to handle the situation but I am disturbed that nothing further was done to corral those patrons.

  

  Business response

  10/16/2024

  Hi there, we would like to close complaint with ID: ********. The manager at our Benton, AR location reached out to the guest directly via phone on 10/15/2024 and spoke with them regarding their concerns. They assured us they are continuing to address this issue to ensure this does not happen again, to Mr. Grills, or any other Texas Roadhouse guest. The guest was sent a gift certificate in hopes that he will be willing to give our brand a second chance! Thank you for allowing us an opportunity to rectify our shortcomings. 

  Thank you!

  Warm Regards,

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

  Customer response

  10/16/2024

  
  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

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 4, 2024, my family and friends were celebrating a birthday. We asked if we could be seated in a table of five instead of the booth, because the booth wasn't comfortable for certain guests in our party. The manager **** accommodated us by seating us in the middle. The waitress ***** became upset, because she didn't want to work that particular area. I grabbed twenty napkins, and to our surprise, ***** took the napkins off the table and said," OH NO, YOU HAVE TOO MANY NAPKINS." The second very rude comment from *****, was when I asked her to please bring more rolls. She said, " I only can do one thing at a time. Finally, we were told that the area where we were sitting was closed. To My surprise, three to four men were seated across from us with their waitress friend who actually work at Texas Road Steakhouse. I called to speak to the manager, who's name was ****, and she asked why didn't I bring this incident to her attention. I thought they might put something in our food, so I waited until we left the restaurant when I called. Isn't this a health problem since ***** took the napkins back from our table, and put them back in the napkin holder? To this day, I am traumatized the way we were treated. I only received a free entree at our next visit. Very disappointed and traumatized.

  

  Business response

  10/15/2024

  Hi there, we would like to close complaint with ID: ********. Our Guest Relations team spoke with this guest over the phone on 10/4, and Guest Relations issued compensation for her next visit. We are not willing to offer any more compensation, however, we have addressed the guest's concerns with the upper management team of our Hunt Valley, MD location, to ensure this is addressed for all of our guests going forward. We hope that the guest will use the certificate that was issued on 10/4 during her next experience. Please note that the certificate can be used at any location, if the guest does not want to visit Hunt Valley. 
  
  
  Warm Regards, 
  ******* ******
  Guest Relations Coordinator

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went out to dinner with my husband and children. Our server was very nice, but our food was very disappointing. I asked our server to send back our steak because it has so much blood coming out still, when the steak was brought out by the locations manger they literally served me a burnt brick. It was completely burnt and black, completely inedible. They asked if I wanted another steak and at that point I said no because we have already waited so long to receive our food to begin with. I was extremely disappointed, as me and my husband can barely have a “date night”. Also the amount of salt that was put on the food was unreal. We are extremely upset about our experience at Texas Roadhouse as it was our first time ever here.

  

  Business response

  10/14/2024

  Hi there, we would like to close complaint with ID: ********. The manager of our Worcester, MA location spoke with the guest directly. The guest has been sent a dinner voucher in hopes that she would be willing to give our brand another chance in the future. The guest was very understanding and wanted to ensure her feedback regarding the food and cooks was heard. Thank you!

   

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

  Guest Relations Coordinator

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please excuse any typos as I am disabled and have tremors. I submitted survey responses to this business, and the local manager reached out from the Shakopee, Minnesota location named **** ********. While I appreciate her reaching out to address my concerns, she missed the point. Based on the experience, I described below, it should’ve been a cash refund. I am so tired of businesses trying to dodge giving customers back their money and wrapping it up in vouchers and gift cards and points. The point of a refund is getting your cash back so I told her I would escalate it to get my cash back. The receipt is attached to this complaint. The following is what I sent her and I think corporate needs to know as well. I don’t know how with each time that I visit this particular location, the quality control gets worse. Last night (Oct. 6), despite adding special instructions to my order, I have proven that your people indeed do not read the special instructions, which could be life-threatening to someone who may have food allergies. My particular special instructions was no shrimp on the skewer and what did I get? You guessed it. I also asked for two sets of silverware. I did not get that. I asked for two dips for the appetizer and I got one. I also paid for cheese as a topping on my baked potato and you guessed it, I did not get that. What I did get was cold food — so how long was it sitting out? The shrimp was cold (it was grilled by the way, not a cocktail). The combo appetizers were all cold — the only thing that was hot was the corn, so I threw the entire $43 meal out. All I had for dinner was the rolls which weren’t even cut! This isn’t the restaurant that it once was and that I enjoyed visiting. I also attached an image of the voucher for up to $40 where they tried to wiggle out of giving me my cash back. When customers have a bad experience somewhere, they don’t wanna go back. I don’t know why businesses don’t understand this simple concept.

  

  Business response

  10/09/2024

  Hi there, we would like to close complaint with ID: ********. The Managing Partner of our Shakopee, MN location personally emailed the guest as the phone number provided was not correct; The guest has refunded for her order, as well as sent a $40 voucher in hopes she would be willing to give our brand another chance. We are continuing to work with **** and his team so that our guests have the legendary experience we expect, and they expect as well. We hope our guest will be willing to give us another chance in the future. 

   

  Thank you!

   

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

  Guest Relations Coordinator

  Customer response

  10/10/2024

  
  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.

  The response from corporate is correct and I received a refund on top of the voucher so that satisfies this complaint. thank you for sending this to corporate because despite the resolution it is important that they know that this location has problems. I most likely will not be going back and using the voucher, which is why I asked for a cash refund, but I’ll pass along to a friend. Thank you better Business Bureau for helping this resolution come to be. I appreciate your work.
  
  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

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We entered the Elkhart,IN location at 1:30 with my elderly grandmother gave number of party said no problem . She requires a table so I kindly asked if we could have a table and was informed none available then asked if our party was all there . I had one on the way then was informed we cannot seat you . I am informed policy all parties must be there. I explained my circumstances that she just needs to set down and have something to drink. At this point I was appalled on how you treat your customers. The restaurant was not busy at all and she needed something to eat and drink . At this point I decided no person should be treated that way especially the elderly so we left was seated right away at another big chain restaurant . I made sure to ask if they had the same policy to be seated and absolutely not. No signs up in your facility stating this policy. Very shocked how we were treated and will make sure I share this information. Very disappointed and hope you change your So called policy at the Elkhart location. I really hope this is addressed especially for elderly with health conditions. Thank you

  

  Business response

  10/14/2024

  Hi there, we would like to close complaint with ID: ********. The manager at our Elkhart, Indiana location attempted to reach this guest via phone, using the phone number provided, on10/9 at 11:15am and again on 10/10. They have been unsuccessful in speaking with the guest over the phone to discuss incomplete party seating policies. We welcome the guest to give their manager a call back at ************, which is their local store number. If the guest has any further questions for Guest Relations, our team can be reached at ************, referencing Guest Relations case number ********** 

  Thank you! 

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

  Guest Relations Coordinator

  Customer response

  10/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:  In your previous response, you mentioned that two attempts had been made to reach me; however, this is not accurate. I received one phone call and one message, both of which I returned on Friday, the 11th. I was informed that such communication should not have occurred for parties with fewer than 7-10 attendees. I appreciate your staff addressing this matter. Unfortunately, during our phone conversation, we were disconnected. I also received an email containing a barcoded certificate. While I am grateful for this offer, I will have to decline. Thank you for your understanding.
  
  Sincerely,
  
  ****** *******

  

  Business response

  10/14/2024

  Hi there, we would like to close complaint with ID: ********* We sincerely appreciate our guest's time, business, and feedback as we strive to improve the guest experience for all of our guests moving forward. We're very sorry to hear that our guest is declining the gift certificate for their next visit. In the future when the time is right, and they'd like to give us a visit, please give myself, ******* in Guest Relations, a call and I can resend the voucher at any point in time. Our Guest Relations team can be reached at ************* *********** ***** ********* **** ****** **********

   

  Thank you again for your time and feedback. We hope we get the chance to serve you better in the future. 

   

  Warm Regards, 

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

• Initial Complaint

  09/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed 2 online orders on July 19th, 2024 and had issues with both orders. I got to the restaurant, and the order for $16.19 had to be canceled because they didn't have it available that day. I received the second order for $35.07, took it back to work to eat and I had the incorrect order. I couldn't go back in to get this corrected, so I attempted to call so that I could get a refund, but instead I sat on hold for an hour. I have submitted 2 contact requests on the Texas Roadhouse website attempting to get a refund and have heard nothing back. I have also tried calling again, but just continue to sit on hold every time. I do not live in the area, so I have not been back to try and deal with this in person. I just want my money back and am finding it impossible to get into contact with anyone.

  

  Business response

  09/30/2024

  Hi there, we would like to close the complaint with ID: ********. The particular location the guest ordered from, ******, Indiana, is a franchise and their concerns are handled by a separate team and company. I have sent the guest's contact information and her concerns over to them, as well as provided the guest with the phone number, should she 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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We came to The Texas Roadhouse for my birthday dinner. The server took our drink order, two of us ordered cocktails. he didn’t ask if we wanted an extra shooter, but yet brought both with them. We ordered our food, my husband asked for a cup of chili as one of his sides. A different person showed up with a bowl of chill, my husband told him he ordered a cup:l. The guy says oh well, go ahead and take it, and walked off. Next our food comes out after 27 minutes of waiting, my food is completely cold, country fried chicken and my baked potato. Both ice cold. The butter on the potato wouldn’t even melt. I told the server my food was cold, after he came back to check on us 10 minutes later. The rest of the table was almost finished eating, and he said I can remake it for you it’ll be about 15 minutes. I said just forget it and he said ok and left. Then he hands us the bill & sure enough he charged us for the extra shooters we didn’t order, he charges us extra for the bowl of chili we tried to correct. It was my birthday and they had told them, as we know they sing and yell for your birthday. Well, after we saw the bill, I asked for a manager, he came out and I explained all of this to him, he responded with well I can make your food to go, I said no thank you. He offered a free dessert and said he would take the “extras” off the bill, as if he was doing me a favor for their screw up. I believe the server does this often for larger tips on a larger tab…..they gave my dessert to a different person and they never came back to sing or apologize for the terrible experience. The entire experience was a disaster and my birthday comes once a year and they completely blew it and the worse part is, they didn’t care one bit! I will never return to this place! That’s how they treat people on their birthday!? Gross!!

  

  Business response

  09/24/2024

  Hi there, we would like to close complaint with ID: ********. The upper management team of our Sheridan, CO store reached out to the guest directly via the phone number provided and was unable to reach the guest. Their manager left a voicemail looking for a call back to talk about the visit, as well as issued a full refund for the guest in the meantime, while they are waiting to hear back from *** *****r. Their upper management team can be reached at 303-761-7427, if the guest would like to call them back. 

  Thank you and have a great day!

   

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

  Guest Relations Coordinator

  Customer response

  09/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  ***** left me a voicemail and we did connect: he was to refund the card, which has not happened yet. 
  I feel not only should we receive a refund, but an opportunity to come back to a different location. If that’s not an option, then we should be invited back to this location with our experience on them.
  
  Sincerely,
  
  ******** ******

  

  Business response

  09/29/2024

  Hi there, we would like to close complaint with ID: ********. We have sent the guest an entree gift certificate for her next visit, in hopes that she would give us another chance. I confirmed that the refund was submitted on Monday, 9/23/2024 in the amount of $91.53 onto the card ending in 5244. We're very sorry for the guest's experience and hope she will grant us the opportunity to correct our wrongdoings in the future.

   

  Thank you!

• Initial Complaint

  09/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Saturday 09/14/24 myself and 2 of my friends was having dinner with our children. They set us in the back under the air conditioner and it was dripping water on me and the seat that I was sitting in. I notified the waiter of the issue. She said I can move you when a table comes available I said that's fine. She walked away another waiter came and told us she was our waiter because our waiter we had didn't do large parties like us and I would that unusual. So I let the new waiter know that the air conditioner was leaking on me and showed her I was wet. She said the samething the first waiter said. I said ok. After we ate and was waiting for our bill the manager alegra came over to introduce herself and I let her know I was wet from the air conditioner she processed to say they asked you did you want to move twice. I let her know that I told both waiters that was fine we could move and they never said anything else about us moving. She wiped the water off the seat behind me and said oh ok. That is not how a manger is supposed to treat a customer and I know she was not trained that way. I feel that they all were being racist. I will never be back.

  

  Business response

  09/29/2024

  Hi there, we would like to close complaint with ID: ********. The Managing Partner of our Pelham, AL location reached out to this guest directly and spoke with the guest. The guest was sent a $60 gift certificate for her to give us another chance, and we are continuing to work with his team for all of our guests moving forward. Thank you! 

  Customer response

  09/30/2024

  
  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. 

*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. ↩