Texas Roadhouse — Restaurant in Blackman Charter Township

The Texas Roadhouse in Jackson, Michigan has been a favorite restaurant since moving to Jackson 3 years ago.

However, tonight was the 2nd time in the past 2 weeks that the steaks have come out tremendously overcooked. My 8oz Dallas Fillet was ordered Blue Rare and both times were severed medium rare, if not medium. The top and bottom of the steaks were hard, so much so that you could hear the fork tap. The top and bottom of the steaks were well done and the edges were also medium, with the very center of the steak being warm and pink. The edges were brown and firm.

My daughter's 6oz sirloin steak was ordered rare both times, and both times her steaks came out medium to medium well done. No cool red center, instead they were brown throughout and the tops and bottoms were firm (actually crusty).

The 1st time this happened I gave my steak to my daughter to eat and asked them to please re-cook mine, and explained I would happily pay for both 8oz fillets. The waitress was kind and apologized for the mishap. She took the overcooked steak away and explained that the correctly cooked 8oz fillet would be right out.

Within 2 minutes of the waitress taking away the overcooked steak one of the restaurant managers came to the table to apologize for the mishap. 4 minutes later a perfectly cooked blue rare steak was at the table. The waitress and manager both came to the table with the new steak to ensure it was cooked correctly.

While there was an issue, it was taken care of quickly and addressed quickly. Our experience was great.

Tonight was a whole different story. When the steaks came out over cooked the waitress said "I put rare and extra rare on the ticket. What did you want me to do?" I explained that both steaks were overcooked, but that my daughter said she would eat my 8oz fillet and that I would happily pay for 2 8oz fillets. I then asked if she would please have them cook another 8oz fillet Blue Rare. This waitress then clarified what it was we wanted and took my daughter's way overcooked steak away. No apologies given, she was curt and her voice sounded frustrated. No manager came to the table at all.

21 minutes later I was still waiting for the blue rare steak. The waitress never came back to the table to check in nor to give any kind of update as to why the re-do of my steak was taking so long.

My daughter was finished eating and we were just sitting waiting. We both looked and looked for our waitress or a manager. We saw the waitress twice, but she never even acknowledged us. I finally decided that I would get up to find a manager. I found a manager and explained what was happening and that we were done waiting and wanted to have the bill and to leave.

The manager's response to me was not an apology, nope! She merely asked "what table?" I showed her the table to which her only comment was "ok. I'll fix the bill." As she was saying that brief comment to me, the waitress walked by and looked at the manager, not me, and said "I was getting ready to go check on it."

We waited 6 more minutes at the table thinking that the manger would be coming by to apologize and to let us know she had taken care of the bill. Nope! I decided to try the table check out machine to see if our bill was in there yet. It was there and she had taken off my daughter's steak and the 2nd fillet which never came. I paid and we left.

The Texas Roadhouse needs to retrain the grille staff and to have a serious conversation with the manager that was on duty tonight as she left me feeling as if I didn't matter and that I was a problem. I felt belittled and disrespected by her words, tone, lack of eye contact, demeanor and handling of the situation.

The waitress, while she didn't handle the mishap well at all and could use coaching on handling mishaps, did refill drinks without being asked and took away empty dishes quickly. Her overall demeanor was flat ... Not happy not angry, Maybe she was having a rough day.

It will be a Hot minute before I return to this Texas Roadhouse location because of how things were handled...

I tried to call to join the wait list but my service dropped like alot of verizon customers did. So when we got there I walked in and made the reservation for 7 people. At the end I let Megs know no booth we will not fit. I seen it got no response so I walked up again and was going to re-clarify no both we wont fit. But they received a phone call that threw everyone off and I get it. But Megs looked at me recognized she talked to me and dismissed me and turned her head to the other guest that just walked in. Then we were called to be seated...at a booth. Lets do simple math here we were seen by the person sitting us and seen this sitting arrangement would not work seen how tight the fit was. We tried we were exhausted from a long day of traveling. This was the first time for any of us at this location.. NO solution was immediately offered. We got bread on the table 2 baskets 3 each again math isn't the greatest. Mind you half the seating was closed to clean which I get cause of labor and you only get people you have on the schedule and have to.adjust accordingly. But, when we solved our own problem.by bringing a smaller table over to extend our table we were told put it back, its the only handicapped table available, there was another small table and 2 more on the other side of the restaurant. Not saying seat someone alone but it could be moved. We were offered a both across from us to split our party up but we eanted to sit together to talk since it was our 1st whole family meal in years. So we cleared it and moved it back. There was no way any food would sit on our table already covered in drinks and now an appropriate amount of bread, silverware and napkins. The kitchen manager came out and we talked to him he apologized profusely, brought the little table back over and a better seat. We were all able to eat comfortably and not in our laps. I specifically told the manager what the interaction was between me and the hostess Megs. I get it was probably a long night and she was drained. But Ive been in guest services for 21 years but you have to act sometimes to get thru it i get its drainingbut this is a job that was signed up for..literally. Being dismissed 2 times left a bad impression for me on her and when we sat down the whole table looked at me like I did the dumb move. I told them look i tried so hard. We got it solved and figured out but listening skills would have prevented this from happening. I dont come to Jackson so I do not want anything jist to simply leave a review and people to sharpen their guest service skills. Cause even if we were smaller 7 people at a booth is wild...

Hamburgers are served almost raw. We asked for well done. The wattress blamed it on the lighting. And they're solution was to pop in in the microwave. Are you kidding me? If I wanted a hamburger that was cooked in the microwave, I would have gone to a fast food place where it didn't cost $13- $16. for an undercooked hamburger!!

We also ordered a combo appetizer. The only thing good on it was the rattlesnake bites. And they were delicious. The tater skins were dry and very small. So were the Buffalo wings. Extremely dry and hardly any meat.

As far as the service goes, the only thing good about it is a few select waitresses that go out of their way to attend to their customers.

The waitlist is a JOKE!!! We pulled into the parking lot and signed in on the waitlist. The parking lot wasn't very full, so we were called in shortly after we got there. So we went inside to check in. And waited. Standing right in front of the girl that picks a table. Finally she decided to look up and notice that we were there ( a party of 3). I figured that she would seat us right away. But no, she told us to wait. So we waited some more. After 10 minutes went by, I went up and asked her what was taking so long, since they weren't very busy. All she could say was that she was "working on it". I asked her what was the point of the waitlist if we had to come inside and wait some more. She told me that it was because "most people aren't ready when they are called". I pointed out to her that we were ready and came right in. She said, "I'm sorry you feel that way ". She was very arrogant and glaring when she said that. AND... we had to wait another 5 minutes before we were actually seated.

It'll be a long time before we come back to this place. It's been a family tradition for almost a decade. But, no more!!! And to add insult to injury, when we left the same girl was at the desk. I told her to have a good night. And all she could do was follow me with her eyes with this arrogant, demeaning stare. She couldn't be bothered to even tell us goodnight or anything. They must've only hired her for her looks. Cause she's a cute little blonde headed girl who thinks she is above the customers.

All of this happened on a Friday night around 7-8. June 7th. They should have been packed. But I think I have an idea why they weren't. Because the food sucks, and the...