Complaints
This profile includes complaints for Texas Roadhouse's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 237 total complaints in the last 3 years.
- 91 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/21/2025
Type: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.
Transaction occurred on 11/02/2024. The issue started when I made an RSVP online. The time on the receipt sys 8:37pm, but I know that my family and I were waiting for over 2 hours to get seated at a table. The issue became more apparent when I noticed parties who were arriving AFTER us were being seated. I went up to the employees who were keeping track of the waiting list with their tablet in hand. I notified the waiting list employee as soon as we got there and they informed me that they will take care of me. So I had high hopes that they would stick to their word. It was late and we specifically went to Texas Roadhouse because my twin sons asked to go to Texas Roadhouse for their birthday. We were celebrating my twins who were turning 6. I felt like I was obligated to stay even though I felt like we should have left a long time ago. I kept telling myself that Texas Roadhouse wont do us wrong. I already showed them my RSVP online and spoke to them more than enough times. Over two hours of waiting to be seated, we finally sat down. I told myself that maybe the servers will make up for the inconvenience, so I wiped my mental slate clean and wanted to give the business another chance. The server barely checked on us. We never got offered to have our drinks refilled, I had to constantly ask. At the end of our dinner, I requested for the server to compensate for the inconvenience, and requested for a law enforcement discount. I presented my LEO ID but to no avail. The server seemed uninterested and came back to the table and stated they couldn’t honor the discount. I feel like the issues I had earlier in the night would have been a wash if we would have at least gotten my LEO discount, but nothing. Three issues were having my party wait for over two hours when I made an RSVP online and spoke to the workers multiple times while being reassured by the workers, the server not being a good host and then not honoring the discount for the horrible time waited and service.
Business Response
Date: 07/21/2025
Hi there, we would like to close complaint with ID: ********. The guest reached out to us directly on 7/20/2025 and we are working to address the concerns internally. The management team of our Elk Grove location reached out via phone and e-mail to discuss with the guest directly.
Thank you!
Customer Answer
Date: 07/22/2025
Complaint: ********
******I apologize for the late response but my schedule is not easy due to the profession I am in. I tried calling you guys back today, but the phone kept ringing.
I appreciate the $20 gesture, but I reject the response because the amount of waiting time the night we visited (2 hours) when we had an RSVP, horrible service during (barely ever checked on and we had to ask for our own cups to be refilled) and after our dinner (no law enforcement discount OR any discount at that for waiting so long to be seated) should match the dollar amount you guys are willing to give back to us as customers. We used to go to Texas Roadhouse pretty regularly before this experience (Manteca and Tracy locations) as well because I work in Stockton. But this experience has left a bad stint in my eyes as well as my family's and we have chosen to not return ever since.
We went there to celebrate my Twins 6th Birthday. If they didn't request to go there, we would have left during the waiting period. But you guys kept reassuring us that we would be seated shortly. But you guys lied. And we waited 2 hours even when we had an RSVP that we showed to the server multiple times.
If you guys are willing to be given another opportunity to have us back as loyal customers, then I think more than $20 dollars is warranted because I feel like the $20 dollars off of the bill would have been my law enforcement discount if you guys were to have granted it that night. There was repeated offenses towards my party that night and I kept giving you guys chances, but it was one after another.
******** ****
************Business Response
Date: 07/23/2025
Hi there, we would like to close complaint with ID: ********* After speaking with the management team of our Elk Grove location, and in respect to the time passed since this visit, we are not going to provide further compensation. We're very sorry to hear about the guest's experience, and hope they will grant us opportunity to dine with us in the future by using the compensation given. We have partnered with the appropriate teams to ensure our guests receive the legendary customer service expected.
Thank you!
Customer Answer
Date: 07/25/2025
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:07/17/2025
Type: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.
Ordered food on 7/16/25 food time of done was 815 i was told multiple told multiple times my order was only waiting on bread i did not recieve my order until 847 so my other food say on the counter for over 30 minutes my food was cold. This is not the first time on two seperate occasions my food was cold and missing side items asked to speak to a manager who would not come to the to go window to talk to me after I waited to talked to them for 15 minutesBusiness Response
Date: 07/19/2025
Hi there, we would like to close complaint with ID: ********* The manager at our Brooklyn, OH location spoke with **** ******** and addressed her concerns with their team. The manager has refunded the guest and sent a voucher for their next visit as well.
Thank you!
******* ******
Guest Relations CoordinatorInitial Complaint
Date:07/14/2025
Type: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.
The date of transaction was 5/22/25. We ordered dinner to go from texas roadhouse. When we arrived home and I began to eat I noticed a bug in my salad. My husband took the salad back and spoke to a manager who said her name was Brandi. She offered to refund all 3 meals which was $53.47 + $7.00 tip = $60.47. She gave my husband documentation which shows our meals were refunded. I didn't see the refund after 5 business days so I called back to the restaurant and spoke to a manager who said her name was Reese. She said she could see it had been refunded and asked me to give it another 5 business days which I did and still did not see a refund. I called back and spoke to Reese again who said there was nothing she could do and I should call my bank. I reached out to **** who surprisingly has not been helpful. The bank says they investigated and reversed the temporary credit they provided with no explanation. I asked for reconsideration and provided the document that Texas roadhouse gave to us indicating "refund ". ****** with the Office of the President told me **** ************* is preventing them from giving the refund. Texas roadhouse says they refunded our meals but my accounts have no record of that refund. I simply want what was promised to me in response to a bug in my salad and horrible customer service.Business Response
Date: 07/14/2025
Hi there, we would like to close complaint with ID: ********. I contacted this guest directly and explained that there was an error during processing, which has since been resolved and the refund will be processed and reflected in the guest's account in the next few business days. I have also sent the guest a dinner voucher for the inconvenience, in hopes that the guest will give us a second chance. Thank you!Customer Answer
Date: 07/15/2025
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:07/14/2025
Type: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.
Me and my boyfriend went out to eat at our local Texas Roadhouse in June and was treated very portly. The waitress ****** I believe) tried to seat us separately and seemed judgmental when she found out we was together. Our food was cold and we had to send it back. the whole experience was below standards.Business Response
Date: 07/18/2025
Hi there, we'd like to close complaint with ID: ********* I'd appreciate the opportunity to speak with the guest directly about their experience. I have sent the guest two e-mails providing specific times I'll personally be available to speak with over the next few days so that the guest may call at their convenience.
Thank you!Initial Complaint
Date:07/07/2025
Type: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 purchase 4 frozen packages of you rolls at ******* * I cooked as directed and they were hard !!!! I had to throw them out could not eat ! Gross ! What a waste of moneyBusiness Response
Date: 07/14/2025
Hi there, we would like to close case with ID: ********. We have referred this guest to the manufacturer, ********* for further assistance. We provided the guest with their phone number and website contact form site. Thank you!Initial Complaint
Date:07/02/2025
Type: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.
Date of the incident: May 21, 2024
Business: Texas Roadhouse (Hesperia, CA)
Nature of complaint:
Our family dined at the Hesperia location, and my daughter, **** ***, became ill shortly after the meal. She experienced severe stomach symptoms and had to be treated at ****** ****** ***** As her condition worsened, we later took her to the emergency room.
I contacted the store and was told the case had been referred to the insurance company. I did receive a $40 gift certificate, but there has been no meaningful follow-up despite multiple messages to both the store and corporate office, and repeated calls.
It has now been several weeks, and we are still waiting for a proper response. We would like the business to take appropriate responsibility and assist in resolving this matter, rather than simply stating that nothing can be done because the case has been handed over to a third-party insurance company.Business Response
Date: 07/14/2025
Hi there, we would like to close complaint with ID: ********* The guest has been in communication with an insurance company associated with our Hesperia, CA location. Our Guest Relations team is unable to assist, and our best recommendation is to contact the claims adjuster assigned to the case. Thank you!Initial Complaint
Date:06/23/2025
Type: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.
Yesterday ordered from this restaurant said eta about 9 pm. Not to mention waiting for about five minutes for someone to answer the phone to actually place the order. While trying to pass the time, they misplaced order some time after already paid. So we had to wait another 40 minutes or so to get it. Meanwhile they gave us a couple coupons as an apology. All we wanted was to get the food at the moment and go home.Business Response
Date: 07/02/2025
Hello, I'd like to close the complaint with ID: ********. The manager at our Morgantown, WV location attempted to reach this guest via phone at the phone number provided on 6/23/25 but was unable to reach the guest and left a message looking for a return phone call to discuss. If the guest would like to talk about their experience, our Morgantown Management team can be reached at ************ or myself in Guest Relations at ************. Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 07/03/2025
Complaint: ********
Communication by email only. No phone callsBusiness Response
Date: 07/14/2025
Hi there, we'd like to close complaint with ID: ********. We'd appreciate the opportunity to speak with the guest directly about their experience. I have provided specific times I'll personally be available to speak with over the next few days, as well as our Morgantown, WV's management team's number if the guest would prefer to speak with the location directly.
Thank you!
Customer Answer
Date: 07/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still pending
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:06/18/2025
Type: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 had a carryout order on April 20, 2025 which totaled $37.60. I called to request a partial refund the next day. The manager granted a refund of $18.71. I have never received the refund as of this date. I have called the restaurant on 3 separate occasions with no resolutions with them telling me that the refund was processed. On the third call the manager sent me a copy of the paperwork. Still the refund is not showing on my bank account. I just want my refundBusiness Response
Date: 06/23/2025
Hi there, I'd like to close complaint with ID: ********* I spoke with this guest on 6/21/2025 regarding her experience and assured her that the refund was submitted myself. I received notification from our Treasurer on 6/23/2025 that it was successfully processed in the amount of $18.89, to the card ending in 4223, and should be back to the guest's account within a few business days.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 06/25/2025
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:06/16/2025
Type: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 made an online order to be picked up at the Harvey, Louisiana, location on 06/14...order # *****************. When getting home, I saw that my loaded backed potato had no toppings...I was given only a plain potato. The salmon had no butter (I specifically had that ingredient left on). The ramekin in the center of the cactus blossom that would normally hold the sauce was empty (it was like they were going to pour the sauce, but forgot to). I was also missing my two macaroni sides. Our dinner was ruined, plus my two children didn't have food because they didn't get their macaroni. This was ridiculous! I don't understand how everything was messed up, it was like they just didn't care. I attempted to call the restaurant MULTIPLE times from two different numbers. They either didn't answer the phone, or put me on hold and never came back to the call. I'd hang up and call back and the phone would just ring. I understand it was a stormy day; however, no one gave me anything...I paid for my food, and ended up not getting what I paid for. Since the restaurant won't make this right, I'm hoping this BBB complaint can.Business Response
Date: 06/16/2025
Hi there, we would like to close complaint with ID: ********. The manager at our Harvey, Louisiana location spoke with this guest over the phone and processed a refund on 6/16/2025. Thank you!Customer Answer
Date: 06/18/2025
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:06/11/2025
Type: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.
At 4:45 p.m. on Tuesday, May 27, 2025, I was a patron at this TX Roadhouse when a young, female floor manager responded to my seating request at the hostess stand. In front of at least four other employees, she reamed me regarding my request, thoroughly embarrassing me publicly. Her remedy to the situation should have been discussed in private, not in front of employees, particularly when it involved a paying customer. The managerial style at this particular location is extremely unprofessional. They even ream their own employees in public and in front of other employees.Business Response
Date: 06/21/2025
Hello, I'd like to close complaint with ID: ********* I personally called this guest on 6/16/25 and left a voicemail at 12:23pm EST, asking for a call back to discuss the concerns stated. I left this guest my name, our phone number, and his case number. My team has been directed to transfer his call to me, should he call Guest Relations back.
Thank you.
******* ******
Guest Relations Coordinator
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