Texas Roadhouse — Restaurant in Brooklyn

We went today for an early dinner date and found the way they are now doing their seating is not “normal” we got sat by our hostess after about a 40 minute wait (which was expected we knew going around dinner we would need to wait). A minute later another table was seated to one side of us then a few minutes after another table was sat on the other side of us. This first table ‘s waiter came and took their drink orders and left (no acknowledgment of us), then the second tables waitress came and took their drink orders and left (once again no acknowledgment of us). So after both tables received their drinks I asked the waiter if he was ours or if there was someone else (as we had been seated prior to these two other tables and would like to at least get beverages). He advised it was actually a third person in the same section that was ticketed to take care of us. When she came over she was so sweet and provided amazing service. However, it made me wonder why there are 3 different wait staff in one section, so I began to watch all the wait staff and see where all they had to go to service their tables, what I saw was concerning to say the least, they had tables randomly located in multiple sections which as a customer not only caused me confusion but also a large amount of empathy for the wait staff since they couldn’t just ask their customers how they were doing when they delivered food or drinks to other tables but had to go out of their way to walk around multiple parts of the restaurant to check on their tables (not a good business model in my opinion). When our food was delivered it was cold, the waitress sent over the manager (an older short lady) which was like talking to a wall when I voiced my concerns about what I had saw regarding the lack of sections and wait staff having tables throughout the restaurant rather than a small compact section like other restaurants, she then blamed our waitress and accused our waitress of talking to us about the way the tables are given out which was not the case at all, I was simply watching all the wait staff taking care of their assigned tables, when I provided that response she said well this is how corporate tells us we have to do it and if that is indeed the case I hope that corporate reads this and rethinks this strategy as it is a disservice to both the customer and wait staff. We then discussed the cold food and she comped my meal but not my husbands food which was also cold and his Mac and cheese was only noodles no cheese. We left the restaurant feeling disappointed after speaking with the manager because she seemed like she was simply going to blame our waitress (which was not at all the problem) and continue business as usual. So if you visit this location, fair warning the manager does not seem to care about her wait staff or the customers they are taking of and will just comp you an item and basically ignore every constructive...

Hello, I’d like to start with the fact that I RARELY submit a complaint anywhere because I know how hard things are now with everywhere being short staffed, people being stressed, etc. it’s the same in healthcare. That being said, our experience the other night was pretty bad both objectively and subjectively. Facts: we were a party of 9, we tried calling ahead and waited 20-30 minutes before anyone even picked up a phone. We could not reserve online as you have to be 6 or less people for that. We finally got a reservation, and we were told 6pm by staff but we immediately got a text saying to show up in the next 25 minutes. Again we couldn’t get a phone call answered so my sister had to drive to the restaurant to get clarification. We had 3 separate groups coming from all over NEO so it was important to know when to show up. We showed up at 6 after I clarified in person (we came back an hour and a half later, I had checked in person at 430). We didn’t get seated until 630, and we were split between two tables. They told us “someone should’ve told you This would happen”. They never did. We asked for a manager at that point and she just reiterated that we should’ve been told. As we spoke with the manager, the server dumped a whole tray of drinks on my son, which I get it accidents happen. But no attempt was made to make it right. Not a dry towel for him(just the table), or even a shirt so he wasn’t soaked in cold water. Then, the salads came out wrong, some of the steaks were luke warm but the sides were hot at least. My other son waited for 10 minutes after everyone else’s meals came out before he got his when they were “running right back to grab it” (simple mac n cheese and fries). Despite all of this, not even one item was comped by management.

The reason this is all so upsetting is that it was the last meal we were having as a family before our father start d cancer treatment. All he wanted was one last enjoyable dinner with his family together. Had we known we would be driving back and forth to the restaurant, waited even after we were told we had a reservation, and then got seated split up, we obviously would have chosen somewhere else to eat. Again, I’m not one to complain, and I know things happen, but a LOT of things happen, and all one right after another. None of the staff or management seemed particularly apologetic for even one of the mishaps, let alone our overall experience. Texas Roadhouse is a place we like To eat often as a family, as there’s something for everyone, and usually the experience is acceptable, but today was unfortunately a visit that left a poor taste in our mouth. I think the most disappointing part was the way our concerns were handled (or, not handled I should say). I hope this does not fall on deaf ears and the staff can use this as a learning and...

Terrible experience. Set up our party well head of time on the wait list for 5pm. Waited in parking lot and advised in person entire party was there. TR was not yet ready. I received the text that said table would be ready soon and gather the party. Went in again and they advised still not ready. It came to 6pm after my going inside multiple times advising of the health concerns of some of the party needing to eat. Was told tables were getting cleaned off. Went in 3 times over the course of 1 hour asking when tables would be ready. Found out no tables last time I went in and then after a few moments of staff chatting quietly with manager was told to check my phone and was shown a new text I hadn’t seen before IN PLACE OF THE TEXT that was there 45 min earlier saying “after party and come in”………Certain texts I received “magically disappeared” after I called out the manager’s error of giving out our tables. I am familiar with restaurant industry and ability to remove sent texts at the hostess stand so this is exactly what happened when manager realized she was wrong!!!! Ended up sitting in BOOTHS. - squooshed without room when told would have tables. Manager gaslit me and never apologized or owned up to the error. I had 3 diabetics needing food (including children with these health issues)and addressed this excessively - there was no care from the actually manager and only the other staff came to my aid. I will say the waitress we had did go above and beyond and, unlike her manager, apologized profusely for their error. There are many more details to this situation and although I am someone with lots of patience and understanding, this was enough to deter me from ever dining there again. I can’t have respect for managers who don’t own up to their mistakes and for lying to me boldfaced. Many more details but these are the highlights. Very sad because it used to be one of my favorite places to go. No longer. :( I wish I could give 5 stars for the waitress who was outstanding and really give 0 stars to the manager who was there there evening of 5/21/23. I understand we had a large party but I took every action possible to plan ahead for TR to make this a smooth process. The lack of integrity on manager’s behalf is appalling. At least our amazing waitress got our great tip - she...