Texas Roadhouse — Restaurant in Albuquerque

Ordered a Porterhouse steak medium well. Received it very rare. Then when it was re-cooked, it was not medium well, but well done. Insult to injury.

I have not been to Texas roadhouse in over 10 years. I normally go to Longhorn steakhouse here in the Albuquerque Rio Rancho area. So tonight I wanted a steak dinner for Labor Day as a veteran and I decided to choose Texas roadhouse over Longhorns tonight and was very disappointed. VERY.

If anyone would’ve been able to tell me in 1 million years that the restaurant that focuses on steaks would mess up a steak, I would’ve said no.

I found this out when I got home. So I had to drive back from Rio Rancho back to the store to get the meal remade and even when they remade it, it still was not made correctly.

I don’t know if the chef is having issues on Labor Day, I don’t know if they just can’t cook a porterhouse properly, or whatever the case is, But this needs to get resolved. You specialize in steaks. This is a gross misunderstanding. I can’t even begin to find out how this happens at a business whose focus is steaks.

When these things happen, it messes up a customers evening. I wanted to get a steak meal and go home and settle down for the evening, but I ended up making another trip back to the store and wasting my gas money to get a meal cooked a second time that should’ve been done properly the first time and it wasn’t done after the second time

The first two pictures are the steak when I got home. I even tried to microwave it and more blood kept coming out of it. The second picture is when they told me it was medium well and I had to saw through the steak. it was tough to cut into the steak as a grown-up. You can clearly see that that steak is well done and dry as it wants to be.

When I called and spoke to a female who was a shift manager, she told me the only thing she could do was to give me a voucher or remake the meal. Please be advised that doing what you were supposed to do in the first place is not an accommodation, it’s just the right thing to do.

There was a male manager that met with me and who was cordial and tried to take care of the situation. Unfortunately, with all of his niceness, my evening has been ruined because all I wanted to do was have a steak dinner and eat and rest. if I can’t go to a steakhouse for a properly cooked steak then where am I supposed to go?

I just went to longhorns I would’ve been great. I do not think that this is Texas Roadhouse as a business, as I have been all across the country and across the world. I think this incident is isolated to this specific Texas roadhouse on Coors.

A lack of complaints does not necessarily mean that someone is doing something right, as you have to consider Weather people who are ordering even know what a steak is supposed to taste like and how it’s supposed to be cooked.

All I asked for was a medium steak so I could go home eat and rest for the evening and I couldn’t even get that.

The shift manager did accommodate me and refunded me my money, but the damage is still done. When something like this happens, that happens somebody coming back to that location is slim.

And another reason that this bothers me so much is because I’m just flabbergasted. I just cannot believe that this happened as I have been to Texas Roadhouse restaurants across the country.

I believe they really need to retrain a chef, or do some on the spot correction so that this doesn’t happen to anyone else, especially with an order that I have to come and pick up. SMH.

Also I did not know that I could request to get a knife so I can cut the steak to make sure it is to my liking before I leave. Because going back-and-forth from my house to a restaurant because my food wasn’t cooked properly is not something that I want to do. It’s a waste of my time and my money.

They did refund me my money, which I appreciate it.

However, going to an expert and getting the product of novice is like going to a doctor to get healed and you leave worse than you did when you came there.

I didn’t...

UPDATE: Received a form letter response from the owner without any help. We sent this concern to Guest Relations the day the review was sent, heard nothing back. The owner's response, just said to copy and paste the review, send it to Guest Relations for help, sent it again, no reply yet. THIS IS THE WORST EXPERIENCE. We came in on June 3rd for dinner, we normally come to this location at the average 2 to 4 times a week and for most accessions for over 4 years. We have Never turned a server away or asked for another server. There is a server that we have had 3 or 4 times in the past, and we have always been very friendly to her, but she has always been so mean and rude to us. She stands way far from the table, like we stink to take our order, basically throws are drinks on the table, totally ignores us. If we need anything, we can’t even get her attention. We never complained about her, when she was our server, we just dealt with the situation and tried to enjoy our meal. Today the hostess took us to the table, we just happen to ask the hostess for the first time, who was the server for this table, because the last time we were seated at this table, we had a bad experience. The hostess asked what is her name and wanted to know who she was. My husband just tried to explain what she looked like and said that she is African American. The host said we have two servers and asked if she was young or older and we said older. The hostess said that the server for this table is a different server. Even if the server had happened to have been this server. We would have not asked for another server. We never ever were picking servers; we have always accepted whoever we had gotten as a server for every visit. We received our food and just started eating our meal. Eddie, one of the managers came straight to me while we were eating and was aggressive in the way she was talking to us. She never said hello or excuse me. She said we don’t have the right to come into my house and pick and choose a server and you don’t get to say that African Americans can’t serve you, and that one of our kids said the server was mean. We were so confused, we tried to explain to her she was so wrong. She also threaded us that our time at this restaurant had ended. She was about to kick us out and our understanding, we would not be allowed return, so confusing. Our son was trying to say that she is incorrect. I said that I have been in management before and that you can’t just take one side, you should speak to people respectfully and ask what the problem is to find out what really happened. Eddie continued many times, denying how she came to us and how she treated us. She ruined our entire dinner. She never asked what kind of problems we had with the server. She kept on contradicting herself. Eddie made this situation a race thing, not us. We were only describing the server when the hostess asked who the server was, because we did not know her name. If the server was a tall white man with blond hair. We would have never been approached or treated the way we were. We spoke to Eddie three times including the time she came to the table, I was asking if we could speak to the district or general manager, she said oh he already knows about this situation, he has already left the restaurant and that we don’t really need to talk to him. I said that he should know our side to. I said that we don’t feel comfortable, our sons haven’t really eaten because of this whole ordeal, so we are leaving. She says I am not going to comp your food. I just said to her we weren’t even trying to get you to comp our food. We asked who the server was for that table. Eddie did this in front of everybody that was in hearing distance. This had to have made some people uncomfortable. She never apologized to any wrongdoing or even how she approached us. This should have never happened, because of this, we are contemplating if we will ever go back to this restaurant. We feel that we would be judge for what took place, because others don’t know the truth of what...

This is the Walmart of steakhouses. We were to celebrate a birthday there on January 24, 2024. What an unmitigated disaster. We ordered a bottle of wine. A person came, put the bottle on the table with two glasses and turned around and left. Didn't say a word. I reached for my napkin, only to find that it was filthy. I summoned the server, who was training a new employee.

She took the napkin and left. Didn't return for at least five minutes. The salad had been served and I had no utensils to eat the salad. I had to wait until the server returned. There were napkins and utensils on every unoccupied table in the section where we were seated.

The server told me she notified the manager. I was upset at this point because this should have replaced my napkin and utensils immediately and then notified the manager.

The manager cane to the table. I complained about the wine and was told they do not perform a presentation of the wine. That makes little sense. The wine we ordered is a $5.00 bottle of wine, wholesale. They charged $29.00 for that bottle of wine. They should at least give you some presentation for such a huge mark up.

There manager told me he recorded that my napkin was dirty. I asked him why I had to wait while they handled administrative affairs. He did not respond. He then asked me, "what can I do for you?". That is a very arrogant question, posed by someone who is impressed with his position. I dispatched him immediately, because I could see that he had no interest in my problems that his restaurant created.

The steaks came, and were not cooked correctly. My guest had to send hers back. So, we were not really able to eat together because they did not offer to take my plate back to keep it warm while they corrected their error.

Again this supposed manager returned with a steak that was supposed to be corrected prepared. Another worthless apology. The steak was still not prepared correctly. I will add that the steak that was returned was only half of the steak that was sent back.

This alleged manager made no adjustments to the bill I received when dinner was concluded. This was the worst dining experience I have ever had. Texas Roadhouse must operate on the idea that they offer a good value for what you get. They are mistaken. Good value does nott include mistreatment and disrespect. They clearly were in the wrong and their myopic manager is a disgrace to his profession.

Stay away from this place. It is the Walmart of restaurants. The manger is unpleasant and an idiot. The service lacks and so does the cleanliness. They will not give you what you ordered. The customer gets to pay for their mistakes.

Spend a little more and get competent professional staff and a pleasant dining experience. No one should have to put up with the nonsense that Texas Roadhouse forced us to...