Texas Roadhouse — Restaurant in Ashburn

HORRIBLE SERVICE! WE DO NOT RECOMMEND THIS ESTABLISHMENT. (From 02.09.2025 "Super Bowl Sunday") -Arrived at about 130pm, and I immediately checked in for 10 guests under my name. -One adult and one child were delayed in arrival, so they said that they “would not seat us until our entire party had arrived,” despite me asking if we could get out of the waiting area to be seated with waters and some bread, so the toddlers didn’t start getting fussy. -At the time we were told that we could not yet be seated because we were waiting on 2 guests, the restaurant was about 75-80% EMPTY -We got seated about 2pm, or just before, and ordered food a short time after, but they put us in the back corner of the restaurant, away from everyone (for some reason) -While seated, seeing how empty the restaurant was, we asked if we could all sit at the empty booth at the end of the room and push a table up to the booth so we could all sit together, instead of being seated at two different booths, across an aisle -We were told by the staff, after maybe 5 or so minutes of their deliberation, that “because we had already been there 30 minutes (which we were not seated for), that another party had come in after us and they would get the table area we were asking for, for their large party.” The staff claimed that another group of about 20 people had walked in after us and the space we asked for would be going to that group. -I then watched a family of no more than 5 people sit at that exact table, order their food, and shortly thereafter, get served, and then eat their food. During our visit, before our food came, we also watched quite a few other groups of people come and go, in a reasonable timeframe. -At this point, they were paying for their food at about 245pm, one hour and 15 minutes after we had arrived, and we had still not received all of our food, and I then asked the wait staff to speak to the GM, where I was told “all the higher ups are in the office right now in a meeting, and I will see if I can get someone, and have them come over to your table” -Ashley then came out and informed me that she was a Shift Supervisor, and “would look into why it had taken almost an hour for our service, to not even get our food yet, and see what she could do, given that their normal wait times, while very busy, were about 20-25 minutes.” -Ashley then came out a while later and informed me that “she had no idea what was going on, they are fully staffed, but this had already happened a few times today, and they needed to get to the bottom of it, and she would have our food out in about 10 minutes.” -More time passed with still no food, and the Assistant Store Manager came out to talk to us, to apologize, stating “that she was so sorry for them dropping the ball and that there was no excuse, and as a result, a 50% discount had ALREADY been applied to all of our checks.”She then gave me the business card for Brian Waterford, the Managing Partner, equivalent to the owner/GM -We still have no food at this point, and she hadn't heard from Ashley about what was going on and was “just finding` out about all of this, wishing she could have known about this sooner,” and now it is close to 330, and we kindly asked for the checks from that Assistant Manager, while still waiting for food, now with toddlers very visibly upset, hungry, and bored (not even the kids drinks are all out yet). -The checks come out and there is exactly 0% discount applied to any bill .... And we still have DO NOT HAVE ALL OF OUR FOOD. -The remainder of the food we ordered finally arrived at about 350, after one of our friends complained again, to the Assistant Manager that our checks had NO DISCOUNT for this totally UNACCEPTABLE and INEXCUSABLE SERVICE and waste of our time. -The Assistant Mgr came back out sometime later and said that we “NOW, did not have to worry about our checks and that everything had been taken care of.” -It was not until about 4pm, TWO-and-a-HALF hours after we arrived, that we were finally able to all exit...

What I initially anticipated to be a quick carryout turned into the most frustrating customer service experience, resulting in no dinner.

I placed an order for two steak meals and an appetizer for pickup. Arriving 15 minutes early, I repeatedly inquired about my order from the pickup time to over 30 minutes later. I observed at least 10 customers that arrived after me receiving their orders. The restaurant’s clientele fluctuated between being overcrowded to nearly empty as I waited.

The restaurant staff informed me that my order would be ready in 5 to 10 more minute but nothing..They mentioned that one oven was broken, and they were waiting on rolls. However, I witnessed dozens of rolls being passed to the waitresses. They added, the restaurant is really busy resulting in the influx need for rolls.

The situation made no sense to me. They advised that my food was being kept warm while they waited for rolls and they would provide me additional rolls as an apology.

After over an hour long wait, my order was finally handed to me, and I was assured that all my items were in the bag.

Upon entering my car, I checked my bag and discovered that my food was cold, and one steak was missing. . I returned to the restaurant and informed the manager that a steak was missing and that my food was cold. The manager offered me a free appetizer card, left my food on the counter while the kitchen prepared the other steak, and then offered me a meal card for a future visit or she could see if she could give me a discount.

At that point, I lost my patience. The manager completely missed the point. They needed to rectify the situation to reflect what I should have received from the beginning, just like the other 12+ customers I had observed before me.

I requested a full refund and instructed her to keep the food. Her response was, “So you don’t want the steak we’re cooking?”

I was beyond frustrated. I again demanded a full refund and instructed her to keep that steak and the rest of the cold food sitting on the counter. I emphasized that I have been a customer service leader for over 30 years and that she should have immediately addressed the issue, such as genuinely apologize, ask if I was good to wait longer, offer a free appetizer, beverage while I wait, and dispose of the cold food and have the kitchen redo my order via prepare my full order to ensure it was hot and fresh as it should have been from the beginning.

However, she remained oblivious to my concerns and just stared at me followed with “We can’t give you your food on the counter for free.” And that she can give me a call once the refund is processed.

I mean really!!! WTH!!! I SAID KEEP THR FOOD!!! And I made it clear I wasn’t leaving without my refund confirmation because I had LOST ALL TRUST in them.

At this point , it’s over 1.5 hours past my pickup time, and I still hadn’t received my dinner or offer to prepare me a full freshly prepared order. And they are now near closing time.

I am absolutely furious!! If I could give a 0, I would. I’m super disappointed in your ability to accurately fulfill orders and to adequately rectify issues. As I stated to the manager as i walked out, here is your survey highlighting your bad management and my pure garbage experience.

The refund paper confirmation was the only part of this experience that was worth waiting for minus the 3 - 5 business days the manager says it will take to hit my...

My first time at Texas Roadhouse. I must say I took my mother on Valentine's Day weekend it was very busy but nonetheless it was an amazing experience. Miss Kennedy was our waitress she was very prompt amazingly friendly very knowledgeable of the meat how the cuts were she informed me and my mother of a lot of the specials and was very prompt in making sure everything was taken care of for us. She also came back in a timely manner even though she was very busy she also made sure there was still time for us to enjoy our meal without her coming back too often which let's be honest some wait staff Do do. Ms. Chasmine was so nice she was the manager on duty all the management I met were really sweet and all smiles from all the staff. She came to her table when I asked and I wanted to make sure that I give props to the chef. Yes the atmosphere of music was a little bit loud for a military veteran with ptsd. But I do understand that this is something that I can expect when I go out to dinner. I had my service dog with me they were so respectful and he was very appreciative of their kindness at the end they took a group photo with him he got lots of love and respect from them I cannot ask for more of a place to go to with my family. My mother and I got the rib-eye steak and the ribs that were amazing the ribeye steak was so moist it did not last long on my plate the ribs were very moist the meat fell off the bone the chef did an amazing job I also got mashed potatoes fully loaded with applesauce. The mashed potatoes were truly homemade mashed potatoes from a baked potato they had cheese bacon sour cream the works on them it was an unforgettable experience for my tongue. Also the applesauce tasted homemade it truly did not taste from anything like you would get in the store so fresh so delicate on the pallet the cinnamon butter with the rolls was amazing we got extra to go home which was a godsend when I asked for them from Miss kennedy. Being Valentine's Day I wanted to do a group photo with me and the staff to spread some love for them and all the ladies and gentlemen that did all the effort for this great weekend. I hope the general manager and the corporate office see this message and understand that their staff and kitchen worked tirelessly to make everyone feel loved and like family on Valentine's Day weekend. Yes the price was high for the food but let's be honest it was well worth it even though me and my mother are on disability we can only go every couple of months we have to do what we have to do but we would definitely be back. I do have one concern I wish we would raise the military discount to at least 25% because let's be honest with 10% once you have the tax on the account which is about 7% or so it's not much for veterans but I truly appreciate that they show respect and value their veterans with any military discount. As a veteran who can't deal with loud noises and struggles with social Gatherings and crowds I felt truly comfortable and loved in this environment and I would always go back to this location. TO MS. KENNEDY, MS CHASMINE, THE KITCHEN STAFF, CHEFS, AND ALL THE PEOPLE WORKING THERE THANK YOU.

PS. CHIP (MY SERVICE DOG) STILL WOULD LOVE TO HAVE A LARGE TEXAS ROAD HOUSE T SHIRT ((THAT HAS THE MIKITARY SERVICE MENTIONS ON THE BACK)) TO WEAR TO BE...