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

  13321 Shelbyville Rd Wildwood, KY 40223-3933

  
• 

  Texas Roadhouse

  501 Winchester Ave Ashland, KY 41101-7333

  
• 

  Texas Roadhouse

  21 Redstone RD Manchester, CT 06042

• 

  Texas Roadhouse

  1560 Osgood Dr Altoona, PA 16602

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: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. 

• Initial Complaint

  Date:01/08/2025

  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 went into eat on 1/3/2025. I ordered the 8 oz sirloin and got a ****** *** ******* to drink. My two friends that were with me ordered the same thing and none of the drinks could we taste any alcohol at all. The menu advertised the drink as any alcohol you wanted plus an additional $3 for a can of *******. The glass the drink came in was far too small to fit a ******* in and we ordered 2 a piece. The drinks were awful and were $10.50 a piece for water and *******. Not to mention the waitresses sat at the booth across from us and were complaining about other customers and how nasty they were. We paid $50 for drinks that were made horribly and customer service that didn’t care enough to not gossip on the job and make fun of other customers. To me that is ridiculous and I would like to know what can be done to take care of that.

  

  Business Response

  Date: 01/12/2025

  Hi there, we would like to close complaint with ID: ********. The Managing Partner of our Athens, OH location called this guest twice and was unable to reach the guest. They left a voicemail for the guest to give them a call back, as well as sent the guest an e-mail to get more information about his visit so they can investigate further. The manager has not heard back from the guest as of January 11th. If the guest would like to speak with the Managing Partner about his experience, he can reach ***** ** ************ or respond to the e-mail sent. Thank you! 

• Initial Complaint

  Date:01/06/2025

  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 order the sirloin steak for dinner around 630 on 1-5. As soon as the food was sat on the table I could smell something awful. I couldn’t figure out what it was and thought it could possibly be the broccoli. I cut into the steak and the texture was very soft. It was as if it was minced. I have no idea why I tasted it. I don’t know what poop taste like but I imagine it tasting very similar to what I tasted. It was the most disgusting thing I’ve ever eaten and spit it out immediately. My breath smelled like poop afterwards. The waiter and manager both agreed it smelled and looked like bad meat however I was still charged for my meal. They apologized and I’m not blaming the waiter but the manager could’ve handled it a lot better. Imagine being served rotten meat and then having to pay for your meal.

  

  Business Response

  Date: 01/07/2025

  Hi there, we would like to close complaint with ID: ********. I have reached out to the guest to confirm the refund for the replacement steak that the guest did pay for, as well as assured the guest that this has been addressed by their Owner Operator and upper management team internally. I also sent the guest a gift certificate in hopes that she will give our brand another chance. 

   

  Thank you!

• Initial Complaint

  Date:01/06/2025

  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.

  My fiance and I went to Texas Roadhouse for dinner on 12/30/24. We ordered our meals and the following occurred.
  
  - My fiance ordered a water with no lemon and received water with a lemon.
  - Our entrees took around 55 minutes to arrive.
  - Both of our steaks were overcooked.
  - They forgot my fries and brown gravy.
  - My fiance found a hair in her vegetables.
  
  Granted, the wait staff was very kind and apologized for everything and did their best to remedy every issue. The manager even took a chunk of money off our bill. However, given everything that occurred, we are asking for a full refund. We did reach out to Texas management and someone called us back on the morning of New Years day. We missed the call because we were sleeping but did call the person back (at the number they left) and left a message but have yet to hear anything back.

  

  Business Response

  Date: 01/10/2025

  Hi there, we would like to close complaint with ID: ********* The Managing Partner of our Wyomissing, PA location addressed the guests concerns with their upper management team and issued the guest a gift certificate in hopes they will give us a second chance in the future. 

   

  Thank you!

  Customer Answer

  Date: 01/13/2025

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

  We accept the certificate but neither of us received one.

  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/13/2025

  We have resent the voucher to ************************* for the guest. He should receive it within an hour at most. If he does not, the guest is welcome to contact us at  ************** and we can assist. 

  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. 

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair 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 placed an online order on 12/31/24. I arrived to pick it up and the takeout area was very crowded. Granted it was a holiday so I get it being busy but there was one person working the counter alone and seemed to be very overwhelmed. To the left of her at the hostess station 3 workers standing around with one manager laughing and engaging in conversation. I asked the manager " *******" politely was there anyone that could help the young lady at the take out counter. She stated we would need to wait for the food to be ready in the back then rudely stated "Don't worry about it" I was worried about it because I waited over an hour for my food to be ready at the counter it was a huge line with one person working it. The manager didn't offer any assistance and stood laughing with other workers then disappeared off the floor. My food wasn't ready until an hour after its expected time and when I got home 3 mins away my food was cold meaning it was just sitting in the back. The customer service was horrible the manager was rude and to leave one worker to struggle by herself while orders back up and customers wait for cold food is not right. I go to this texas roadhouse all the time and dine in and have never experienced this. I don't appreciate the manager telling me to mind my business, for an hour wait, and cold food. Texas Roadhouse in New Rochelle, NY 10801

  

  Business Response

  Date: 01/05/2025

  Hi there, we would like to close complaint with ID: ********. The manager at our New Rochelle, NY location spoke with this guest and welcomed them back in with a gift certificate for their next visit. We've partnered with them to ensure our guests are having the legendary experience expected. 

   

  Thank you!