Texas Roadhouse Support Center — Local services in Louisville

Sunday Sept 15 2024 Went to eat at the Texas Roadhouse store # 516 today in Spartanburg S.C around 12pm. We asked for a table of 5. The hostess asked if everyone for the party was there. We said no but we would like to go ahead and sit down to order drinks and an appetizer and that the other 2 guest were turning into the parking lot. The hostess did not want to seat us. She reluctantly had us seated and said we would need to go ahead and order for the other 2 guest. We said ok. We ordered cheese fries with Chili and 3 drinks. The cheese fries were extremely salty. We noticed that our server said something to the hostess after she left our table. We think she complained to the hostess that we had not ordered the main meal yet. I did not realize we had to order right when we sat down, that we were on a stopwatch ? When our server returned her attitude had changed from great to just ok. I had to ask her 2x for roles. The roles were great. Our other 2 guest showed up to the table about 10 or so minutes after we were seated. But they had to go to the restroom and would return shortly. It takes a little time for her to use the bathroom. She has MS and is handicapped and she does not get around really good and has to have help. Right after they left to go to the bathroom the restaurant manger Daniel approached us while we were eating. He proceeded to say that we had been seated for over 20 minutes and that we were violating company policy since we were still waiting on our guest and that we had told the hostess they would be in right away. I told him they were on site but had to go to the bathroom. He proceeded to say that we were violating the company policy and that they would not be able to serve the 2 guest unless they sit at another table. WOW, I was trying to enjoy my appetizer at this time. I told the manager that I did not understand? We had ordered food and drinks and enjoying them until he started harassing us. I mean who is the customer ? My group or the restaurant? If I ordered appetizers and waited to order the main meal for 20 minutes? What difference does it make. That is my choice, not his. We were not ready to order the main meal. The manager kept apologizing and blaming everything on company policies and kept talking about the 20 minute policy. I was thinking, have they ever heard of a policy nudge. Obviously not. This was really embarrassing and caused quite a scene. I asked the manager if people come in and order right away. He said yes , they know what they want before they enter the restaurant and order immediately after they are seated. Lol, I do not think that is always the case. Finally, I told the manager I was sorry for the inconvenience and upsetting him and his restaurant staff. We would just pay what we owe and leave and never return. He said that would be fine. No one cared if we were satisfied as a customer. Not impressed. So we payed and left. I guess the manager was pleased with his performance. I am 57 years old and have never been treated like that at any restaurant. WOW! We used to be a fan of Texas Road house and eat there occasionally for about the last 15 years. Usually at the one in Greer S.C. Very...

Was contacted this morning and was unable to verify if caller was an actual employer of Texas Roadhouse. Asking for personal information that we do not give out over the phone!!! Looks like we will be going to small claims court. They refuse to refund our $60.87 for food not suitable for human consumption so we will take our chances in court with our pictures and videos. Order placed online at 6pm. Was told order would be ready for pick up at 7:30. Was ok with that cause we knew they would be busy. At 7:50 had not received a text that our order was ready so I called. Was told it would be at least another 20 minutes, wasn't very happy BUT took several deep breaths and patiently waited for their text. At 8:05pm text said our order was ready. Was ALREADY in the parking lot so we got in the drive thru line as we were told!!! DID NOT MOVE FOR 30 MINUTES!!! THREE people parked in HANDICAP parking spaces could NOT back out because those in the drive thru line could not go forward or back up...bumper to bumper!!! They were NOT HAPPY!!! My husband even got out of our truck asking people behind us to please back up so they could get their cars out. I am glad if you've been there already you had a good experience... unfortunately we didn't!!! You are entitled to your opinion but PLEASE don't say it's their first week...every restaurant that is currently in Danville had a first week and we ate at most of them and NEVER experienced anything comparable to this!!! To get home and find that our steaks were definitely NOT COOKED MEDIUM WELL to the point that I had to cook mine more on our own Blackstone. We had no rolls, our baked potatoes were so dry we couldn't eat them, and the grilled shrimp were like trying to chew RUBBER!!! It is just the principle of paying $60.87 for a meal that was not ready for 35 minutes past our pickup time and then to wait almost ANOTHER 50 minutes in the drive thru line after we were told our food was ready and then to have to finish cooking my steak on our grill and the baked potatoes and shrimp were not fit to eat...REALLY!!! I took lots of deep breaths. While waiting in the drive thru line MULTIPLE PEOPLE walked up to that little window that said to go orders complaining loud enough for us to hear about stuff missing, food raw or burnt or their order was completely wrong!!! So obviously we were not by far the ONLY UNHAPPY customers!!! I didn't post my review of our experience expecting everyone to agree and it truly doesn't bother me that some disagree. If you've been and had a good experience then that's great. I honestly think we deserve a refund and will be sending several pics and a couple of videos of the steaks, me recooking mine, my husband trying to help the handicap people, and other customers loudly voicing their dissatisfaction to their CORPORATE OFFICE!!! PS their definition of medium well SLIGHTLY PINK CENTER...NOT EVEN CLOSE!!!...

I go every year about this time to eat dinner and have Christmas with my older kids and grand kids. 1 stopped doing call ahead for large parties we had 11 this year 2 got there at 130 checked in gave my husband's phone number told the girl 3 times it was a 502 number, after about an hour my son went to desk they said they were cleaning our tables now, waited about 20 minutes went back up they said we removed our selves from wait list I said you never text his phone.i text my hubby and he screen shot all his text they were not there. Manager said he will take care of it. Sat another 50 minutes finally got our table. Total of 4 hours we waited When I saw Manager I showed him the screen shot and told him I told that girl 3 times it was a 502 number not 812 since we were in Clarksville indiana. 3 several ordered sprite just carbonated water, took then back and brought 3 more carbonated water, I said your out of sprite and you have to run the lines 4 never had a Manager come around and asked how they are doing 5 my ribeye was horrible, I think the changed meat suppliers it was tough, super hard to chew med rare cooked which I ordered, shrimp on 1 plate was black on 1 side, fries were cold, super hard to get a refill on drinks, we has 11 people 2 things of rolls 2 butter, had to constantly wave down our server for refills 6 never offered us a thing for their screw up plus a 286.00 bill 7 thinking this is the last time I go there 8 I was one of there first customers when they opened the one in the green tree mall, which was the first one to open 9 don't think I'll be going back. This was one place no matter what state it was on it all tasted the same,this was my favorite place to eat, not after today I'm so disappointed with this whole day there. Yes it's busy but i don't care, I expect good service and good food, both didn't...