ComplaintsforTexas Roadhouse

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Someone used the payment i had on file in my Texas Roadhouse app to order Dinner in Scarborough, Maine last night. I have ** *** locked to my Face ID on my phone and my password is not written down anywhere. ** *** is also not signed in anywhere else. I rcvd an email that I had placed an online order last night (I live in Iowa and did NOT). I called Texas Roadhouse customer service to apprise them of what happened and they said it was not their problem and I should call my bank. Horrible customer service. Long time customer, their system gets hacked and they take no responsibility to address the situation? Disappointing.

  

  Business response

  04/16/2024

  Hi there we can close this concern with the ID of ********. 

  I reached out to the guest personally and spoke to him regarding his concern as well as his previous conversation with one of our Guest Relations team. I apologized to the guest for any frustrations he experienced and explained to him that our guideline was for guests to contact their banks and we would assist with anything the banks needed in order to address any alleged fraudulent charges. I did offer the guest a gift certificate for him to use at his local Texas Roadhouse which he accepted. Guest was sent a $15 certificate. 

   

  Thank you.

  Customer response

  04/16/2024

  
  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

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First time at Texas Roadhouse and was very excited. My friend and I ordered two Ribeye Steak dinners and received two Prime Rib dinners. The meal comes with 2 sides but I got charged extra for a baked potato.The waiter did not explain anything to us as to whether it was costing extra for certain things. We barely saw him the entire time of the stay.It hurts to be out $120 and not even appreciate the food nor the service. This is one of the finer restaurants or at least I thought so. Please help me resolve this problem. Very disappointed

  

  Business response

  04/09/2024

  Hi there we can close this case. The manager at the ****** store has called and left a voicemail for the guest and they are issuing a refund to the guest's card for the full amount. 

  Thank you, 

  *********

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 25, 2024 at 5:28 p.m. I picked up a to go order of a Dallas filet steak, shri** appetizer, corn and salad. This was at the Texas Roadhouse on ****** ***** ******** ******** **. Approximately 3 hours after eating the dinner I became extremely ill, breathing heavy, burning up hot, then the throwing up followed by diarrhea. I laid on my bathroom floor too weak to even get up and move for hours. I have never been so sick. I tried to send an email on their website and it won't go through. If you call to speak to a manager they just put you on hold and leave you there.

  

  Business response

  04/04/2024

  Hi there, we would like to close the co**laint with the ID ********. The Managing Partner of our ******** ******* location called and spoke with ****** on the phone and apologized for her experience. ** also submitted for a full refund on her card, which should reflect in her account in the next few business days. 
  Thank you!

   

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

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have a Texas Roadhouse gift card, but when I went to use the card this week I was told the card was empty. Upon checking the redemption history I see the card says it was forced redemmed. Could Texas Roadhouse please issue a new card since I never redeemed this card, and it was redeemed without me knowing? Card info Number: ******************* Pin: 5771 Thanks, ******

  

  Business response

  03/28/2024

  Hi there, 

  We would like to close the complaint with the ID of ********. I personally spoke with the guest on the phone, and we were able to come to the conclusion that she did use the balance. I also clarified what "forced redeemed" means on the gift card history, as it changes depending on the system used during checkout. The guest thanked me for calling and resolving with her. 

  Thank you!

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

  Guest Relations Coordinator

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On march twenty sixth two thousand twenty 4 I took my family out for my birthday.There were 7 of us. We were put on the waiting list.Set up about forty five minutes . An hour we were still waiting for our table.Then more time went by . We went up to the counter asked.When are we getting a table were told they were cleaning the table More time went by still no table we went back up They said we only have one bus boy cleaning tables. Finally, after so long of waiting, we went elswear. I called the store when I got home and I told them. I was very disappointed.The girl got real nasty with me.The manager she said we did send you a text message.No, they did not, I told her. When I Hung up the phone.They deliberately Sent My son a text message.It was 845 last night.15 minutes to closing.Do they have a problem with disabled people coming into their Restaurant I feel this was intentionally done Because I was in a wheelchair Another man also walked out an elderly man with a Walker. He also waited over 2 hours and he too left. Shame on Texas Roadhouse, treating disabled people so cruelly. That was totally unexcusable and dad to have the audacity. To call my. Son's phone 15 minutes before closi. Egg just unbelievable this is horrible. I can't believe this. They ruined my birthday. I hope they're also let soup. Young guys in that we're selling candy. Just walked in and gave them a table on the way out.They purchase candy bars from them . I guess disabled people aint allowed to go into a restaurant.They are very prejudice and hateful towards people with disabilities.Just horrible.

  

  Business response

  03/29/2024

  Hi there, we would like to close the complaint with the ID ********. The Managing Partner of our Brooklyn, Ohio location spoke and attempted to resolve with the guest, and the guest refused all compensation or gift certificates offered for their next visit. The Managing Partner also tried to offer different seating options to help them get seated faster. We believe we did everything we could to resolve with this guest and the guest refused any accommodations or compensation. 
  Thank you!

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  That is not true nobody contacted  us about what happened at the resteraunt. That's terrible when someone tries to cover up what they did so sad.we had no calls from anyone nobody offered anything to us to make up for what they did that's terrible shame on them you get further with. the truth .
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my husband and I visited for the first time the Texas roadhouse in Roswell New Mexico last night March 25, 2024. Our arrival time is approximately 7:20 PM it was fairly busy. We were seated right away and we walked around with the hostess and circled the restaurant three times before we were finally seated. I went to the bathroom to wash my hands. There was no soap I went to the hostess stand to let them know there was no soap, we ordered our food salmon came. It was extremely overcooked. They told us we could get a new one made when it arrived. It looked cooked to perfection. The manager had me cut into it with my fork. It was juicy. It was done however when I took my first bite, it was enamored with salt and seasoning to a point where if anyone with a health condition had gotten this it could’ve been , a really bad situation I took a picture of it I had my husband taste it and I addressed my concerns with the manager. She offered to have it re-cooked. This would’ve been the third time I said no at this point I was ready to go. I was still hungry when I left, the potato was undercooked that I received which it was late at night so I didn’t really address that concern , I walked my plate up to the manager who was standing right at the entry of the kitchen and I watched two of the people in the kitchen, laughing and pointing as her back was to the entry of the kitchen I also witnessed another gentleman putting his hand which had a glove on it in his long ponytail, and then going right back to preparing other peoples food I have since contacted the health department. I have also contacted headquarters for this franchise. I told the server that it was not her fault. My husband tipped her very well above 30%. It seems she was having a very bad night because three of her tables at that point had had food sent back more than two times as she shared with us. My concerns are for health, my experience was horrible and my husband and I will not be going back to this Texas roadhouse, but as we all know, word-of-mouth is very powerful and as this is a new business, they should probably be more attentive and on their a game maybe the problem lies with a management it is not for me to decide, but I hope the managing partner does I won’t go into detail with how it was resolved just as a consumer it was not in real time. the manager told my husband and I that she actually paid for my salmon meal and shared with me that they would take it out of her paycheck. I don’t know if this was meant to make us feel guilty but in a situation where you’re having an already bad experience, this does not help the matters. I hope that this facility improves and is successful as they can be. The other concerns that I have were the communication between the management and the other staff was not consistent. My husband steak was well undercooked as he asked for medium it was a little more than seared. I have the steak at home with me and have taken pictures of that as well, it’s my true wish that the corrections are made safety for the community and anyone who visits the establishment and hopefully they don’t correct it momentarily but that it is consistent. the table next to us also had to send their food back three times. I don’t know if this is a reoccurring problem with this restaurant since it opened but like I said, I hope they get on there and fix it so that I can continue to be part of the community. I hope that the refund is in the amount of $89.53 because it is what is fair. And perhaps it does need to be taken out of someone’s check to see these sorts of circumstances improve.

  

  Business response

  03/29/2024

  Hi there, 

  We would like to close the complaint with the ID ********. The Managing Partner reached out to the guest, and processed a refund of $37.63 for the steak, ***** (Tabletop Computer) Gaming charge, and taxes. The rest of the ticket was alcohol, which we cannot refund. The Managing Partner informed the guest of this, and they stated that was fine. The Managing Partner was able to resolve with the guest. 

  Thank you!

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We went to Texas roadhouse for my husband birthday it was 4 of us we all ordered the same thing 16oz ribeye steak medium and shrimp stewer the shrimp came out cold and my steak was rare and burnt on the outside the other steaks was medium but burnt on the top and tasted burnt so they took mine back and precooked it but they brought a 12oz instead and still didn't look the best so they only took 55 dollars off our bill which should have been more because of the burnt flavor on the other steaks and cold shrimp and we like to never got any rolls it was awful the past couple times going there hasn't been good at all but my husband suggest to go there for this birthday today because he loves the rolls but if we knew it was going to be this awful not counting the wait you have to wait over a hour we would have went some where else because we still had to pay 127.48 for food u couldn't even enjoy eating

  

  Business response

  03/29/2024

  Hi there, 

  We would like to close the complaint with the ID ********. The Managing Partner has issued a full refund in the amount of $127.48 to the card used to pay, and we have followed up with the guest via e-mail regarding when to expect the refund and apologizing for her experience. 

  Thank you!

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 9, 2023, I dined at Texas Roadhouse with a large group. During the payment process, I accidentally settled the wrong check. Upon realizing my mistake, the waitress promptly corrected the checks, assuring me that the erroneous payment of $49.56 would be voided. I then made the correct payment. However, upon reviewing my account at the end of the year, I noticed that both payments, including the $49.56 one, were processed. On January 29, 2024, I emailed the store managers and the managing partner, explaining the situation and requesting reimbursement for the overcharged amount. They responded on January 30, 2024, indicating they would investigate. Despite a phone call attempt on January 31, 2024, which I missed and only discovered the voicemail weeks later, further attempts to follow up were made via email on February 26, 2024, and March 12, 2024. Regrettably, there has been no response to date.

  

  Business response

  03/30/2024

  Hi there, 

  We would like to close the complaint with ID ********. I have submitted for a full refund of $49.56, which should process on Monday, April 1st and reflect in the guest's bank account a few business days after that. The Managing Partner was having a system issue refunding the guest, which is why she has not received the refund thus far; our Guest Relations Team took care of her. Thank you!

   

  Customer response

  04/01/2024

  
  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.  I did receive my refund.  Thank you. 
  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

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I had dinner at the Texas Roadhouse in ********* ******** on Sunday March 3rd, 2024 on or about 6:30 pm. During the end of our meal, I went to take another sip of my beverage and noticed something inside my mug and saw a huge chunk of glass, about the size of my fingernail. Needless to say I was shocked. Approached a manger with my findings, her only reaction was, " oh, we will need to clean out the cooler". Nothing else was done. Still in shock by how we were treated and the fact I was having nightmares about what could have happened, I proceeded to call Texas Roadhouse corporate on March 6th, 2024. I talked with a representative named '*****' and she was even shocked on what happened and the managers lack of action. She passed on my complaint to the RISK team. Later in the evening I received a call from someone, think it was a manger from the restaurant., unfortunately I did not get their name. Person at restaurant asked many questions which I provided all answers (where did we sit, what did we eat, what did the manger do) She was shocked nothing was done during our visit. She said she found out receipt and will give me a full refund of our meal $72.37 and a $30 voucher. I wanted the full refund and thanked her. A week passed, no refunded was made. I called corporate back in Thursday March 14th, 2024 and got transfered to a recording which I did leave a message. No one returned my call. I called back on March 15th, 2024. Actually I did get ***** the representative, the first person I talked to back on March 6th. She checked the status and she said the notes only said voucher, nothing about my full refund and the file was closed. The store manager said they would give me a full refund, but lied and never planned on doing so. ***** sent a message back to the restaurant manager and I still have not received a call back from anyone or received my full refund. Finding a huge chunk of glass in glass in mug is dangerous.

  

  Business response

  03/19/2024

  Hi there, we would like to close the complaint with the ID of ********. Managing Partner **** and his team at our ********** ** location have reached out to the guest multiple times via phone and left voicemails without receiving a response. **** followed up with the guest with an e-mail. He also submitted for the refund on this guest's debit card on 3/15/2024. He received confirmation from our Treasury Team today, 3/19/24, that the refund was successfully processed and should reflect in the guest's account this week. In addition to the refund, the guest was sent a $30 dinner voucher towards her next meal with us. 

  Thank you!
  
  
  
  Warm Regards,
  
  Marriah Romano
  
  Guest Relations Coordinator
  
  Texas Roadhouse

  

  Business response

  03/25/2024

  Hi there we can close this case with the ID of  ********.I reached out to the guest personally. We spoke for a little over 15 regarding both her initial concern and the follow up with the BBB. I apologized for the lack of communication both by Guest Relations and the store. I confirmed she had received her full refund back to her account and let her know that both Guest Relations and the ******** *ocation would be continuing to use this as a coaching and training tool moving forward. 

  Customer response

  03/30/2024

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

  The original manger I spoke to on May 3rd has failed to tell anyone in the restaurant  of the situation. **** and his team made a false statement saying messages were left on my phone. The only call I received was 3 weeks after the incident from **** one of the managers and it was only to inform me I got a refund. No one ever reached out to me to discuss the gravity of the event. I feel Texas Roadhouse handling of the event was horrible. The glass found in my mug was serious, and I found out from **** that no other employees at the restaurant knew about this event because the day that this happened, that manager I talked to on March 3 NEVER told anyone else about the glass found in my mug. The restaurant lied about calling and leaving me messages and I feel they showed no regard to my safety or safety of other patronage of the restaurant. The safety of patronages at the ********* Texas Roadhouse I feel is in question. 

  *****

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We dined at Texas Roadhouse Savannah March 2,2024 for our 50th wedding anniversary, check *****. The dinner was a fiasco from start to finish and ruined our anniversary.. 1. Upon seating we were informed they were out of rolls. He later brought some about 15 minutes after our seating, after taking our orders. 2. About 30 minutes after seating our entrees appeared, no salads. The lady delivering our food said she could bring us sides OTHER than our salads. Since we ordered and wanted salads we declined. Our waiter asked if we wanted anything else, I said A1 sauce. 3. About halfway through our entrees we still had not received any A1 sauce. Our waiter was nowhere in sight, so we flagged down another waiter from another table, who got us the A1. 4. Our waiter appeared, said he saw we had A1 and left. We had planned on getting drink refills since they were empty, but he was gone before we could even speak. He did that several times. 5. We were almost done with our entrees and our waiter appeared with the salads. We said we didn't want them at this point. He spun around and offered them to the table next to us, said we didn't want them. How nice , we bought salads for complete strangers. 6. We were thinking about dessert and finally getting some drinks when our waiter ran up to the table, threw the check on it and left, one of his many two-second visits. I told my wife, "I guess we're finished, " and I started to pay the bill. 7. A lady walked by who looked like management, said she was, Didn't get her name. We told her about the evening , the ruined anniversary, and she didn't seem overly concerned, but did offer us dessert. We assumed it would take a half hour and decided not to stay, as we were disgusted at the bad service and ruined dinner. I file this because we contacted TR in 3 different ways and received no response. They claim they called me, I have no missed calls and no voicemails.

  

  Business response

  03/12/2024

  Hi there, we would like to close the complaint with the ID of ********. The Managing Partner of our Savannah, GA location has reached out to the guest and apologized for his experience. The Managing Partner also asked our Guest Relations Team to submit a full refund for the guest, for his entire check. The refund of $52.38 was submitted to our Treasury Team today, and we expect it to process within 24 hours. Thank you!

  Warm Regards,

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

   

  Customer response

  03/13/2024

  
  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. ↩