Texas Roadhouse — Restaurant in Aurora

First time at this location, we've been to a couple others in the area. No problems to report about the other locations, but this place was definitely not like our usual one. Yes the prices were higher, yes the place was loud, and of course there was no place to park, but we expected that. Our server was a friendly young girl named Ivie, she definitely wasn't the problem. In fact she was one of the few things i enjoyed while there, she always kept our drinks full, and despite being super busy, she always found the time to check in on us. So with that said, me and my wife decided on the prime rib. I ordered the 16 oz end cut well done with mushrooms and extra gravy, my wife ordered the 12 oz well done with green beans and extra gravy. We had our house salads while waiting for our meals to arrive, small with hardly any dressing, but still good. So when our meals arrived, mine looked fine, the mushrooms were cold but the meat was perfect. My wife on the other hand wasn't so lucky, hers wasn't quite more fat than meat as she said, but it was close. And when she cut into it, it was pink on the inside, Nowhere near well done. It took some time to flag our busy little waitress down, once we did and explained to her the situation, she immediately apologized and said she'd have it fixed right away., and she took the plate back to the kitchen. Well it took some time to sort out, more time than it took to order in fact. Finally our little waitress stopped and said that they were gonna fix it and the manager would be bringing it out to us, she said that he also wanted to talk to us about it. It took about another 10 minutes and the manager did bring out the new plate of meat, it was better but not at all what we thought it would be. The manager was friendly and he apologized, but we weren't looking for an apology. My wife wanted the same Texas road house prime rib She's gotten every time at every other location we've gone too, Instead she got slightly better than what she sent back. The manager asked my wife to cut it open and once she did he asked her if it was done enough, she said it was and he told us to enjoy our meal and left. He only visited our table to verify that it was properly cooked the second time, could have saved him the trip and sent it back again if it wasn't. I figured his visit would be to comp us her meal or free dessert or something, nope! not this guy, he just walked off. So we both love the Texas road house, but we definitely wont be coming back to...

I love Texas Roadhouse. I worked there for a long time, and it is also my favorite restaurants. I know the ins and out of the menu, the operations, and the entireeee speech that servers have to give.. “Would you like to try a Jamaican Cowboy or Strawberry lemonade? Would you like to start off with a cactus blossom or rattlesnake bites… Hot pink center? .. would you like that smothered with mushrooms and onions? ….” Yeah, the whole thing. I worked at multiple locations and know TXRH is very strict about their training. Last night, our server was Kyley. My bf asked for a Jamaican Cowboy, and she said “do you want 1800 or patron?” That’s it. End of question. End of information. Not “would you like to add a kicker of patron or 1800?” Keyword - ADD. It’s $3 more. I knew this, but he didn’t. So we had addressed it later when I went to order a drink and she did the same thing. She asked if I wanted it MADE WITH 1800 or patron. I said no thanks. And she hesitated and said “uhh.. which one?” I said neither, they’re $3 extra right? Her response was “Uhhh.. something like that, $2 or $3. We always just add them and only tell people if they ask… that’s how we’re trained here… if that makes sense”. NO - it doesn’t make sense. She admitted to charging people for upsells by dishonest sales tactics. Are you a car salesman or a server? It’s just such weird behavior. I brought the issue up to the manager away from our table, and she was SO RUDE. I believe her name was Joy. Immediately, she wasn’t taking me seriously. Every time I would say something she would say “oh mmmkay” and not ask any follow up questions. She took the $3 charge off but then right after, scoffed in my face, laughed, then dismissed me and walked away. I’m not exaggerating at all. My bf is the most calm and passive person ever, and he was outraged. It’s not about the $3 charge.. it’s about the dishonest sales tactics - AND HER ADMITTING TO IT SO NONCHALANTLY. And if the server was honest, and they really are being trained to just charge people for upsells and only tell them if they ask, that’s weird and corrupt behavior, and they should get a visit from their corporate trainers. Higher checks don’t equate higher tips when you don’t provide excellent service. Go back to your training books. The managing partner should really...

My wife and I have been regulars for years and I am not sure we will ever go back. We ordered 1 burger to share and it took over 45 minutes and the meal was still not coming out. When we sat down, there was not a wait for seats. Multiple other customers showed up after us and had already finished their meals before we even got ours. We asked more than once about our food and we were told that it was coming. A customer next to us made a comment that he ordered a steak long after us and he was already done with his entire meal yet we didn't get ours yet. My wife and I couldnt' wait any longer so we asked to speak to the manager. When we asked to speak to a manager, one came out and kept cutting us off while talking and was pretty rude. We told him that we were running out of time for the baby sitter so we no longer wanted the burger. He asked if we wanted it to go, and said "If you don't want it, I'll eat it." When he asked us about us taking it to go, my wife said no and I said yes right at the same time. This upset him and he started to walk away. I told him that we wanted to close out for our 2 drinks and go but he ignored us. As he was walking away, he asked again if we wanted to burger and I said no, he could eat it. He responded "I own a restaurant, I don't need your burger" and walked away. Other staff informed us that we were just speaking with the owner, not the manager. My wife and I, as well as multiple customers around us, were absolutely shocked that the owner treated customers that way.

My wife and I have been going to this location for years. We were actually featured on multiple Texas Roadhouse social media accounts when our wedding was canceled due to COVID in 2020. They shared our story and said that we were some of their regulars at the Aurora, Colorado location. We have come to know many of the servers and loved going here a few times a month. Seeing how the owner treats customers, I do not think I...