Texas Roadhouse — Restaurant in Blue Springs

I have never left a negative review, but the experience I’ve had with this restaurant has been frustrating, unprofessional, and honestly disheartening. Months ago, there was a case of mistaken identity due to me sharing a last name with someone who had previously been banned. I went in, spoke with the male manager, and was told everything was cleared up — that they knew who I was and that it wouldn’t be an issue again.

Since then, I’ve placed SEVERAL orders without any problems — including one just last weekend (I have the receipt that has my full name, email, phone number, everything on it) But last night, after waiting 25 minutes in the parking lot for my confirmed online order, I got a call from a different manager, female, who I have never met, seen, or had an interaction with, saying they were canceling my order because I was “banned.” She couldn’t tell me why I was banned, couldn’t even describe who she thought I was (other than brown hair which at least 70% of the population has), and wouldn’t let me explain the prior misunderstanding and conversation I had with a different manager. She made absolutely no effort to hear me out (the call was only 2 minutes long). She just kept repeating the same line - “were cancelling your order and refunding you” and was extremely short fused before shouting “WELL YOURE DEFINITELY BANNED NOW” and hanging up on me… I have yet to be refunded. I was told the male manager I spoke to previously would call me - havent received a call. Mind you I am the LEAST confrontational person EVER and have never in my life had any sort of issue with a single staff member in this establishment or any restaurant for that matter. You can imagine how upsetting this was after a 10 hour work day and waiting in their parking lot exhausted for 25 minutes for my dinner, and she calls me at 8:15pm the exact time it was to be ready.

At this point, I feel harassed and genuinely uncomfortable even stepping foot near the restaurant. I’ve been treated with unnecessary suspicion and a complete lack of basic respect — despite being a frequent customer with no negative interactions. The fact that I had to clear this situation up once was awkward and uncomfortable enough but for it to happen for a second time is crazy - all because of my last name. It’s truly hurtful and disappointing to be treated this way, especially after trying to clear things up in good faith. I hope management reflects on how they handle situations like this moving forward…

Also they sent me a text asking for a google review after refusing me...

Tried calling ahead and the message said to use the app to check in. Downloaded that but it only lets you do so for up to 6 people. We had 9, hoping to celebrate my daughter's birthday there. Had to call back and were told that because we were a large group, I'd have to talk with a manager and was put on hold. The hold music is god-awful. Had to listen to it the entire drive from my house to the restaurant. And still while I parked. And walked inside. And while I spoke with the host stand who told me no manager was available still but that one would be arriving in 5 minutes. (What manager shows up at 6 when dinner is in full swing??) I left, but remained on hold for 2 more minutes until Jordan came on the line. He blamed short staff and miscommunication, but it's not hard for the host stand to tell me the wait right up front, which they should have done. It also shouldn't require a manager, who isn't available, to tell me the wait. Tell me the wait up front and THEN have a manager speak with me if I decide to stay, but in a timely manner. Clearly my dining dollars were not important to Texas Roadhouse tonight and the "apology" from Jordan was intended to simply placate me and get me off the phone, not really sincere. Took those dining dollars elsewhere where we were seated almost immediately, staff were friendly, and food was fantastic. Will think twice before going to this Texas Roadhouse in the future...they just don't care. (Interesting that when you fill out that form, it simply initiates a phone call from the store. The store is the problem, it's unlikely that they will fix their own problems. Sometimes a corporate person is needed...

Let me start by saying if I could give a zero star review I would. Our favorite place to generally eat out is Texas Roadhouse. We have ate at several throughout the state. This one however is the worst experience we have ever had at one. We waited for 40 minutes to be seated which we always expect. Then we get called for our seat only to be told they didn’t have our name in the system. Then we found out it was because they had given our table away to the wrong party. After this occurance we were told we would be seated in just a sec. We stood at the front of the line for 15-20 minutes while multiple parties passed us to be seat larger than and the same size we were(5). After waiting for so long I went back to see how much longer til we were seated. Not only was the hostess rude and could only respond with just a sec no matter what the question was I asked. But come to find out she had forgotten about us. After we were finally seated we asked for a high chair twice and didn’t receive one. I had to get up and get one. We normally really do love Texas Roadhouse but this one was just a bad experience all the way around. The service was awful. If I knew the hostess name that we had to keep dealing with I’d put it in here.( short blonde hair, tall, fake eye lashes a mile long) I understand the working in this atmosphere is frustrating and hard. But when a customer comes up to you and asks a question have enough respect to listen and give an appropriate answer. No matter what I asked her response was just a sec. Which was frustrating. All I can say is we definitely will not be stopping in to this specific chain restaurant again....