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.
- 89 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:08/20/2024
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 visited the Texas Roadhouse in Waukesha yesterday and it was horrible. I ordered a medium well steak and they gave me a bloody disgusting looking steak. They also have moved away from giving you A1 they bring you an empty cup of sauce. One was so watery she said it may have been mistaken for auju sauce. The waiter was clueless and told me it was A1 just an overall bad experience.
Business Response
Date: 08/27/2024
Hi there, we would like to close complaint with ID: ********. Myself and our Managing Partner of Waukesha, WI have tried to reach the guest unsuccessfully. The Managing Partner reached out to the guest on 8/23, and I reached out to the guest on 8/24, and haven't heard back as of 8/27. If the guest would like to discuss his concerns further, he can reach Managing Partner ****** at ************ or he can reach myself at ************.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 08/29/2024
Complaint: ********
I am rejecting this response because: I spoke with ****** who was very nonchalant and uncaring. He never addressed the pictures of the bloody disgusting steak nor about my concerns. He did however address the steak sauce issue.
Sincerely,
******** ******Initial Complaint
Date:08/15/2024
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 was overcharged , the early dine in special was 13.99 for steak and 2 sides and they charged me extra for the sides and didn’t include them. This is fraud and stealingBusiness Response
Date: 08/19/2024
We can close this BBB concern. The manager of the East Meadow location reached out to the guest and spoke with him about his concerns. The manager offered him a coupon for the next time they came in. After speaking with the guest today I sent the $30 coupon to his email.
Thank you,
*********
Initial Complaint
Date:08/13/2024
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.
This happened quite a while ago, about a year and a half ago when I still worked there, I didn't think much of it at the time but I do remember this business requiring us to use out last 4 digits of our own SSN as a pin code. Not only is that risky but that poses a big security risk for an individuals well being, I'm writing this as a concerned person for others employed at this business, I implore you to look into this suspicious practice.(I'm also not sure if this is the right place to put this). I don't have any evidence, only my own memories of that place, I know there may not be anything you can do but please at least check it out.Business Response
Date: 08/13/2024
Hi there,
We would like to close the complaint with ID: ********* While using the last 4 digits of your social security number is not uncommon, or exclusive to Texas Roadhouse, we have addressed these concerns with the proper teams. If the former employee would like to provide more information, we would recommend they call ************* which is our Ethics Point hotline, and they would be happy to take any additional feedback.
Thank you!
Customer Answer
Date: 08/14/2024
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
Date:08/12/2024
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 ORDERED TWO TAKEOUTS ONLINE MY PICK UP TIME WAS FOR 12 NOON I GOT THERE AT 11;55 A.M. I DID NOT GET MY ORDER UNTIL 12;20 P.M. I ONLY HAVE 30 MUNUTES WHEN I GOT BACK TO WORK I DID NOT HAVE TIME TO EAT MY LUNCH AND ALSO MY WAS NOT ALL THE WAY CORRECT WHAT IS THE NEED TO PUT A PICK UP TIME ON LINE WHEN THE ORDER IS NOT READY WHEN YOU GET THEREBusiness Response
Date: 08/18/2024
Hi there, we would like to close complaint with ID: ********. We are continuing to work with our Savannah, GA upper management team to ensure we're providing the legendary service and food expected. We have also communicated and sent the guest a gift certificate for her next visit, in hopes that she would be willing to give us a second chance.
Thank you!
******* ******
Guest Relations Coordinator
Initial Complaint
Date:08/07/2024
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 have been communicating with ****** *******, an adjuster, for TRH since April. She has been a poor representation of this company as a whole. I was injured at TRH in Baltimore MD and this employee has done nothing but mock, blame and be condescending to me. I had eaten a pebble at the location and has caused me to have 2 different dental procedures. I have experienced pain and discomfort, and TRH/****** ******* has made a bad situation even worse. I have tried to communicate with a higher up multiple times and have asked for a new adjuster multiple times, since May and have been denied each time. This has caused me even more emotional stress. I would liek to speak to someone and make a formal complaint regarding ****** *******s behaviors and gas lighting.Business Response
Date: 08/17/2024
Hi there, we would like to close complaint with ID: ********. We have forwarded the guest's feedback over to our Senior Risk Manager for further review and ensure this is addressed. We recommend the guest give Risk a call at ************ if she has any further concerns or would like to discuss further with our Senior Risk Manager.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 08/23/2024
Complaint: ********
I am rejecting this response because: until it is fully resolved, I will not be accepting this decision to close the case. Once the issue is resolved, I will not reject the decision.
Sincerely,
****** ******Business Response
Date: 09/01/2024
Hi there, we would like to close complaint with ID: ********. With our Risk Department being an entirely different department, there is no further action that Guest Relations can take on our end. We have sent a follow up e-mail to our Risk Senior Manager, alerting her of the situation and concerns. If the guest would like to discuss further, we ask that she give our Risk Department a call at ************. Again, Guest Relations is unable to assist further.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 09/03/2024
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
Date:08/05/2024
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 took my family to Texas Roadhouse on college dr. on July 26th it was on a Friday night . We eat there on a regular basis we enjoy the food and atmosphere. We were there enjoying our food and one of the employees walked by a couple of times trying to intimidate my daughter, the employees friends and my daughter had prior issues with each other but after we finished our meal and was leaving out the employee had some choice words for my daughter and not only that, she also came outside behind us as we were heading to our car. The whole experience was very stressful and very unpleasant. My wife went back in and spoke with the manager and we spoke with the management again a few days later but they haven’t responded yet to tell us how the issue is being resolved.Business Response
Date: 08/11/2024
Hi there, we would like to close the complaint with ID: ********. We were able to speak with the Managing Partner of our Suffolk location and fully investigated this claim, which was handled internally, and legally we are unable to disclose any details of this to our guest. While we cannot disclose the details, I assured the guest that this has been addressed and welcomed his family back with a gift certificate for their next visit.
Thank you!
Marriah RomanoGuest Relations Coordinator
Customer Answer
Date: 08/12/2024
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,
Dangelo Fletcher***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:08/05/2024
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.
My wife and I went to Texas Roadhouse in Bradley, IL for dinner on 8/2/24. We checked in at the hostess stand and the manager took my name and number. We were told there would be a 20-25 minute wait, which we accepted. After waiting 35 minutes I went to the hostess to check on the status of our table. The manager at the stand said she “messed up” and didn’t put me on the list. The manager stated there are a couple tables being cleaned and they will take us back shortly. My wife and I waited for another 25 minutes watching the crew take back numerous parties who arrived long after we did. No one ever called us to give us a table, even after speaking with the manager. After waiting over an hour with no help from the crew, my wife and I left the location and did not dine at Texas Roadhouse. This terrible customer service upsets us and we will no longer frequent Texas Roadhouse if this is how poorly they treat their customers.Business Response
Date: 08/06/2024
Hi there, we would like to close the complaint with ID: ********. The guest reached out to us through our website on the evening of 8/2/2024, and the manager at our Bradley, IL Texas Roadhouse attempted to reach the guest via phone at 1:45pm 8/3, but left a voicemail. The manager also sent the guest a $50 gift certificate for his next visit, in hopes that he and his wife would be willing to give us a second chance.
Thank you!
******* ******
Guest Relations CoordinatorCustomer Answer
Date: 08/06/2024
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
Date:08/01/2024
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.
see Attached documentBusiness Response
Date: 08/10/2024
Hi there, we would like to close the complaint with ID: ********. The guest reached out to us via our contact form on 6/17/2024 regarding this incident. We have followed up with the Managing Partner of our Salisbury location to ensure this is continuing to be addressed. At that time, we also sent the guest a gift certificate to her e-mail address, in hopes that she would be willing to give us a second chance. I have also resent this coupon if she didn't receive it initially. My partner ********* tried to call this guest on 8/8, however, there was an automated message that picked up stating "your call cannot be completed at this time". ********* sent the guest an e-mail, also on 8/8, asking her to give us a call to speak about her experience and we haven't heard from the guest.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 08/23/2024
Complaint: ********
Customer states that he has not received the gift certificate/card via email. The customer requests that it be sent to his mailing address that's listed on the complaint.Business Response
Date: 08/24/2024
Hi there,
Please close complaint with ID: ********. We have mailed the guest a gift certificate to their mailing address listed. Thank you!
Customer Answer
Date: 09/09/2024
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. Customer received gift card.
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:07/30/2024
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.
On 7/28/24 at 5:30I made an online order to be ready at 6:15. We were there at 6:10 went to the window and pressed the button, my husband did and he was told they were waiting on the chicken. Ten minutes later they said waiting on the chicken, ten minutes later they say waiting on chicken. We saw numerous people come and go I was frustrated so I went to the window and they said just waiting on green beans so I asked why are we waiting on green beans when my husband has been told for the last 20 minutes that we were waiting on the chicken I’m not understanding they were apologetic and I said I don’t want an apology. I want to speak to the manager, the manager came over and said I saw your order. We’re just waiting on the sides will be with you shortly and I said to her we were told 20 minutes ago that we were waiting on the chicken now all of a sudden it’s the green beans. I’m not understanding. She replied. We’re running low on green beans so it’s gonna take a few minutes and I was the rest of the order done and she said yes so I said oh so then my food will be cold , she said she would give me fresh food first one was warm. The other one was half cooked and cold so I don’t think this was appropriate. There was another customer they’re waiting 30 minutes for biscuits because they said it takes 30 minutes for them to make them not understanding I don’t think they would be inside telling the customers you have to wait 30 minutes for biscuits or we’re running low on green beans so give us a moment that doesn’t make any sense , my husband and I we have over 300 gift certificates because everyone knows that we like it online like I don’t appreciate it is very unsatisfactoryBusiness Response
Date: 08/08/2024
Hi there, we would like to close complaint with ID: ********. We were able to partner with the upper management team of Brooksville regarding the guests concerns and ensuring that this has been addressed and corrected. I was unable to reach the guest via phone as their submission is missing a digit, however, I have communicated with the guest via e-mail, letting Elsie know that we have sent her a $60 gift certificate for her next visit, in hopes that she would be willing to give our brand another chance.
Thank you!
******* ******Guest Relations Coordinator
Initial Complaint
Date:07/24/2024
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 ordered from the horseheads, NY location on July 19. I arrived exactly on time to pick up my order and went inside and was told it’d be about another 5 minutes and they’d bring it out to my car. 20 minutes later I still have had no one come to my car and so I go back in and they said that one item in the order is still not finished and not sure how much longer it will be. So why would you tell me it’d be 5 more minutes? Was I expected to wait out in my car for even longer? I said just to give me what they had ready because I shouldn’t still be here 30 minutes later, and after waiting this long and being treated terribly I still didn’t get my fully complete order. I filled out their online complaint form and was ignored and no refund has been processed for this abysmal experience.Business Response
Date: 07/27/2024
Hi there, we would like to close the complaint with ID* ********* The Managing Partner of Horseheads, NY reached out to the guest directly via phone and was unable to reach him; however, he did leave a message asking to talk with him about his visit. We have submitted a refund which should process on Monday and reflect in the guest's account a business day or two after that. We are continuing to partner with the restaurant to ensure that our guests have the legendary experience expected. If the guest would like to return Managing Partner ****** phone call, he could do so by calling him directly at *************
Thank you!
******* ******Guest Relations Coordinator
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