Texas Roadhouse — Restaurant in Asheville

Wife writing from shared Google account: Hubby & I went out for our Valentines Day celebration early Sun instead, to avoid the busiest times. There wasn’t even a wait yet when we got there which was super nice. Texas Road House has always been a fav of ours. Good steaks and good rolls. We usually bring fam & come for most of our celebrations, but this time it was just hubby & I. Rolls came out & were hard as a rock. No biggie. Looked like they weren’t proofed enough. You could tell b/c they were also small. Asked for an another basket & it was similar. Oh well. The rest should be fine. Hubby ordered 11oz sirloin rare w/loaded baked pot & salad & I got a 12oz ribeye medium w/loaded sw pot & salad. Food came out quite a bit later & you could tell it was overcooked before even cutting. Hubbys was almost medium. Mine was well done. And this was cutting in the center. It wasn’t our server who dropped it off & the lady who did was already gone before we knew. Hubby said he would power through, not wanting to send 2 steaks back, but we sent mine back b/c it was way off. It took 5-10 min waiting for our server before we finally reached out to a bus boy to locate our server. That’s when things started changing with even our treatment. Our server came to the table & asked how everything was & I pointed to where I had cut the center of the steak & we let him know it was well done, & asked if we could we switch it out. The server checked his book & verified that yes he did put me down for a medium, & then he took it & walked away. No apology or empathy or anything. Not even a smile or frown or anything. About 10 min later a female manager came by & asked how we were doing & I told her what had happened & she said OK, she would go make sure it came out soon. In the meantime, our server came by to top off our drinks & he didn’t even look at us or speak to us. Both of us said, thank you at our correlating times while he poured & he didn’t respond at all. He just walked away. That was very uncomfortable. We had been warm & understanding & chill, & now we were being shunned by our server? About 15 min after the steak had been sent back, & about an hr after we had gotten there, the manager brought it out to the table. She did not include a fresh side. By that point, my husband‘s overcooked steak was now cold, as well as both our sides. Even though I have never seen him use steak sauce on a steak the entire time we’ve been together, for 14 years, he had tried to use 57 sauce just to make it edible. So at that point, with our sides cold, & the new steak obviously overcooked as well (it was flat & dark & dry even on the plate) we just asked her if she could use the steak elsewhere before she sat it down & if we could just go. We explained that everything was cold now & his steak was not good either & our server was ignoring us & it was really uncomfortable so we rather just go. She said she would only discount our food. She was very cold & lacking empathy. Discount?! We hadn’t even eaten it. We spent likely 50 min waiting for my entree I had ordered. And it’s not exactly fun to watch one person at your table try to eat slowly while they wait on your food to come out only for their food to be cold when yours comes out. If he would’ve eaten while it was warm, I guess we would’ve taken turns watching each other eat. She even made sure I was charged for the 3 marshmellows that were on my cold sweet potato that was now sitting congealed on the table. My hubby & I met each other in the restaurant industry & worked in it for many years. This is not how you treat customers. Even though we got there early & left w/empty stomachs, by the time we went through all that waiting & disappointment & finally left, everywhere else in town was closed. It seems everywhere closes early since COVID & we live almost in Brevard, about 34 minutes from TRH. What an awful experience. We won’t go back. We wasted our money & time for nothing other than being treated like crap for our Valentine celebration. We do NOT recommend this...

We are long time regulars of this location and 99% of the time we have amazing service & food. However, this time we were thoroughly disappointed and upset. Our server was rude and barely checked on us. Every time she did come by we were met with an attitude and acted as if she just wasn’t listening. Mind you, both my sister and I have worked in restaurants so we are NOT demanding or mean in any way. Our drinks were left empty & dirty dishes left on the table while we waited half an hour to an hour for our food (at no point in this half an hour - an hour range did she come check on us). At one point we asked for rolls and steak sauce to which the waitress made it seem like both of those were the most inconvenient tasks possible and she just flat out didn’t even listen. We were brought stale rolls & only enough steak sauce for one of us. The sides were yummy but the steaks were entirely wrong and tasted/looked old. My “medium” steak turned out medium well and dry, my sisters “rare” steak turned out so pink and bloody she couldn’t eat it. We couldn’t even eat our food because of all this and couldn’t stop our server to have it fixed because she was nowhere to be found. Finally, at the end of our “meal” our server comes and fights us on a coupon we had. We both weren’t super hungry so we ordered kid steak meals. Well, we didn’t know/realize the coupon wouldn’t work without an adult meal (it was in tiny print on the coupon and I fully admit this was my bad). We gave her the coupon at the very beginning when we ordered and at no point were we informed of this. Once again, my fault that I didn’t see the fine print, but this whole situation could’ve been avoided and handled way better by the server. She mentioned other exclusions on the coupon and not once mentioned the kids meals as we were ordering. Then, when we pushed for the coupon to be added because of the miscommunication & the fact our food was awful, she started acting stand off-ish and rolling her eyes pretty much just telling us too bad and an adult meal would come with 2 sides not just the one and that we should’ve just gotten that… btw there’s only around a $2 difference between the ranger meal and steak meal. When we offered to just change one of our meals to an adult & get the “extra side” her response was that it was just too hard to do that and it would be such an inconvenience. Mind you, I also brought up at the beginning of this exchange how we weren’t happy with the food…which is why it was barely eaten and that was ignored. She continued to push she couldn’t do anything like that then shamed us for wanting to use the coupon…as if we were poor. She then grabbed a manager, explained what happened, to which the amazing manager offered to remake our steaks, took off the appetizer from the coupon, and explained to the server she should’ve told us and then told us that the server was right but it seemed there was miscommunication. Completely understandable about the coupon, at that point it was just the principal. It felt like the server purposely didn’t tell us the kids meals didn’t count so our bill would be higher and she would get a better tip. Oh and did I mention this attitude suddenly appeared when I pulled out the coupon in the first place? Pretty sure she assumed we wouldn’t tip and were just cheap since that’s exactly how she acted. Once again as a former server that’s 100% a trick the… not nice ones…use when the bill appears to be small.

Overall, the manager was nice and made it right but the server was just mean when my sister and I were just having a girls night. I even understand matching energy, but we had been nice the entire time. I understand it’s busy & black Friday, but once again I would never treat my...

WARNING: This store is NOT SAFE for those who have sound sensitivity or children/adults with special needs!!

I have ALWAYS been a Texas Roadhouse mega fan. However, recent changes at the corporate and district/regional level are creating an INTOLERABLE experience. We went today with family. This family has been working hard with their daughter with Autism to be comfortable in louder restaurant settings. However, even after making the server aware well in advance, they began an “every hour on the hour” “tradition” of cranking the music all the way to maximum and dancing — which couldn’t even be seen from our section of the restaurant (talk about confusing). While I understand not sacrificing an experience meant for some at the sake of one…. A common decency would have been to make us aware of the impending atmosphere changes (personal warning, posted signage, etc.), move us to another section of the restaurant where the speakers aren’t “broken”, fix broken things 🤯, train the staff to have empathy and not completely disregard the needs of customers (we were one of many tables that complained). The music went from an average volume to so loud we couldn’t speak to the person next to us without SCREAMING. We were told that this is how corporate wants this store run and essentially the attitude is to hell with individuals with differing needs, veterans with PTSD (the manager told us it’s been an issue), or the average adult who isn’t expecting to have their ears ring for the next hour+. This dancing tradition is something I have never in my many years experienced in this way. It’s deplorable to me that a group this corporation claims to support and advocate for (veterans) and so many other community members can no longer feel safe visiting this store.

I won’t even go into how inappropriate the comments from “management” were about the child we had in our party.… I’m absolutely disgusted. Obviously, our family no longer feels safe and we are extremely disappointed.

I have never in my life seen such a blatant disregard for common feedback in order to adhere to a corporate brand only OUT OF FEAR. The managers were afraid to get another negative commentary from corporate and expressed how every single day they have customers complain. So, corporate’s mandates are more important than customer’s needs? Obviously, that’s the disposition of management at this store and...