Hello, I’d like to start with the fact that I RARELY submit a complaint anywhere because I know how hard things are now with everywhere being short staffed, people being stressed, etc. it’s the same in healthcare. That being said, our experience the other night was pretty bad both objectively and subjectively.
Facts: we were a party of 9, we tried calling ahead and waited 20-30 minutes before anyone even picked up a phone. We could not reserve online as you have to be 6 or less people for that. We finally got a reservation, and we were told 6pm by staff but we immediately got a text saying to show up in the next 25 minutes. Again we couldn’t get a phone call answered so my sister had to drive to the restaurant to get clarification. We had 3 separate groups coming from all over NEO so it was important to know when to show up. We showed up at 6 after I clarified in person (we came back an hour and a half later, I had checked in person at 430). We didn’t get seated until 630, and we were split between two tables. They told us “someone should’ve told you This would happen”. They never did. We asked for a manager at that point and she just reiterated that we should’ve been told. As we spoke with the manager, the server dumped a whole tray of drinks on my son, which I get it accidents happen. But no attempt was made to make it right. Not a dry towel for him(just the table), or even a shirt so he wasn’t soaked in cold water. Then, the salads came out wrong, some of the steaks were luke warm but the sides were hot at least. My other son waited for 10 minutes after everyone else’s meals came out before he got his when they were “running right back to grab it” (simple mac n cheese and fries). Despite all of this, not even one item was comped by management.
The reason this is all so upsetting is that it was the last meal we were having as a family before our father start d cancer treatment. All he wanted was one last enjoyable dinner with his family together. Had we known we would be driving back and forth to the restaurant, waited even after we were told we had a reservation, and then got seated split up, we obviously would have chosen somewhere else to eat. Again, I’m not one to complain, and I know things happen, but a LOT of things happen, and all one right after another. None of the staff or management seemed particularly apologetic for even one of the mishaps, let alone our overall experience. Texas Roadhouse is a place we like
To eat often as a family, as there’s something for everyone, and usually the experience is acceptable, but today was unfortunately a visit that left a poor taste in our mouth. I think the most disappointing part was the way our concerns were handled (or, not handled I should say). I hope this does not fall on deaf ears and the staff can use this as a learning and training situation.
