Texas Roadhouse — Restaurant in Concord

In July of 2024 my husband and I waited on our take out approx 1.5 hrs beyond the period the website and text said my food would be ready.

We asked repeatedly throughout that period upon our arrival to the restaurant but were told different things as to when our food would finally be ready. I honestly can’t believe we waited that long we were just out and trying to be patient because typically we enjoy the food. 10 mins before our departure we are given free sodas that were flat. We receive our food and as we are driving away (we were so ready to get out of there!) I check the food and it is COLD…… Completely…. I call the restaurant (took me 30 mins on phone to get someone after being transferred and put on hold several times) Spoke to what I thought was a kind manager that could handle my complaint. At least I was told I was speaking to someone who had the authority to help and she was a manager. Name started with a T. Told I would be comped for the meal and that my credit would be sent in about 2-3 business days to my email. I accepted that solution.

After a week having gone by I still hadn’t received via email what I was promised and decided to call back. I gave them more time to send because it seemed they were always busy and I didn’t expect they would send it on time. I based that on the service received during take-out. That was my mistake I guess….. I called and played phone tag for about an hour (yes an hour I know… I wanted to try to give them a chance to make it right) I spoke to T finally and she assured me someone would come on the line, take my order and I could come and pick up the food. She was apologetic for email not having been sent as promised. Another several minutes goes by a new girl picks up and says she would give me to the manager. I said I had been speaking to the manager T. She asks me to hold and D..a. picks up. Not very pleasant and pretty rude. She says she is the manager with the say so basically not T. She basically throws T under the bus and says she had no right to comp my meal, blames me for having waited so long to call back and says she will give me $20, and that was her being gracious.. I couldn’t understand why she would not honor the promise that was made to me by a professed manager and told her so. I also said I had no clue of their internal processes and no staff member ever denied that T was the manager I needed to talk to. D…a said Texas Roadhouse didn’t do that and T was outside of her authority to offer me a comped meal and she would be reprimanded. WOW!!! Not happy at all….

My husband and I had been patrons for over 15yrs. We even had some good memories there in long times past. We will not be patronizing this store any longer. Food was way below average, interactions with upper management terrible. Doesn’t seem that those taking the lead at this location are at all concerned about the customer these days or their reputation. So, LONGHORN here we come even though it’s a lot further away.

I would hate for anyone to have had to go through what we did. Upper management in my opinion needs to have some training again on how to treat customers and their complaints in a way that brings the customer wanting to come back again. The staff should all speak with one voice with respect to procedures, and they need cooks that can prepare quality meals despite being in a busy location. Sorry it took me a bit to post this. I had to cool off awhile before I wrote this review. I hope this gives people some insight into this...

Had the opportunity to dine here on Saturday may 8th 2021. This is the 1st time I have ever wished for a 0 star rating.

There are several steak houses located in the neer vicinity. I would recommend ANY of them over this place.

We arrived at 4:15 with a party of seven, four adults and 3 children under 10. There were only 9 people out front, to reduce social gatherings due to covid we put our name on the wait list, and were informed that it would be a 45 minute wait since it was a larger party.

After waiting outside for over an hour and seeing the line out front grow we went and asked the hostess at the front door how much longer, we were informed that it would be 25 to 45 more minutes.

At this point I called the store number and asked to speak to a general manager, I was on hold for 10 minutes before a shift manager answered. I asked again for a general manager, after an additional 5 minute wait I was finally connected with a " general manager" .

I explained to her what had transpired with the door hostess and our extended wait time, I also explained that it is Saturday and I understand extended wait times as long as they are accurate. I also explained that had they been honest about their wait times I would have gone elsewhere had I known.

At this point she tried to tell me that they had called the number we left but there was no answer. My phone had 4 bars and never rang. I told her this at which point we reconfirmed my number. After we were sure the number was correct she tried to tell me the door hostess had called our name and we didn't respond. I informed her my wife had been beside the hostess for the last 15 minutes and that that was incorrect.

Miraculously at 5:35 we were seated immediately.

We ordered as soon as we were seated as we had an hour and 20 minutes to study the menu. ( incidentally a party of 4 came in at 5:45 and were served their cactus blossom at 6:05. We are still WAITING for ours.

6:18 food arrived at table. One of the childer in the group ordered the cheese burger meal with out cheese, it was delivered with cheese and the staff said it would be remade, at 6:39 we had to ask for a manager to findout where the burger was as we were still waiting, she brought it out almost immediately after I asked her.

I took Nicole the general manager to the side and explained the whole night to her, she was very apologetic and comped our whole order ( which is the least she could do ) if I had to pay for the terrible treatment and the mediocre meal I would have been livid. .

On a positive note, I had ordered the beef tips and rice. The flavor is excellent, I just wish they had served it sooner to when it was plated. The temperature was warm ish. If this was the only problem with the night I could have lived with it. But as a finish for this fiascoe that was comedy of errors it was almost expected.

Added after owner comment:

Owner, had you had read the my whole review you would have seen that I did bring it to you manager Nicole's attention and she did resolve the issues. My review was ment more as an overview of the whole experience both...

Definitely recommend joining the waiting list online. There was a long wait, but they had us sit in our car and texted us when our table was ready. We were seated quickly and provided bread and butter, which was obviously delicious. We ordered two appetizers, two drinks, and two entrees. The service was very quick; our server seemed a bit overwhelmed, but despite how busy the restaurant was, our food and drinks came quickly and our server checked in on us frequently. The appetizers (jalapeño bites and mozzarella sticks) were pretty good. I felt they were worth their value. They were hot, the quantity was good, and they were tasty. We had only just received the second appetizer when a stinkbug flew into my fiancé's drink and died. I flagged down a passing server to let them know that there was a stinkbug in my partner's drink, and they went and found our server. Another passing waitress told us a manager was on the way. A minute later, our own server came and let us know they were trying to find the manager. It took maybe ten minutes for a manager to come, and she comped our appetizers and got my fiancé another drink. Our food came shortly thereafter, and our server asked if the manager had taken care of the issue. The food itself was fine. I ordered half a rack of ribs with mac and cheese and a sweet potato, and my partner ordered pulled pork with mac and cheese and fries. The meat was cooked perfectly--the texture couldn't have been better. The flavor, unfortunately, was missing for both the ribs and the pork. The meat absolutely slipped off the bones of the ribs, but the only actual flavor came from the glaze, which did not last through a whole bite of the meat. The mac and cheese was truly just mid. Cheese sauce didn't have a ton of flavor, noodles were slightly overcooked, and I wasn't compelled to eat more than a bite. My partner was excited to take the pulled pork home, so he could use his own barbecue sauce and bread to make a better sandwich. He enjoyed the texture and said he could add his own flavor. I didn't eat much more than a bite or two of my food, as I was so stressed about the bug in the drink. We boxed our food and left about fifteen minutes after the meal arrived. This experience cost us $60 after the appetizers were comped. It would have been $80 for appetizers, drinks, and entrees. It was $30/person after the cost was reduced due to a stinkbug drowning itself in the drink. I appreciated the comped appetizers. Our server was very helpful and quick. The quantity of food we received was very reasonable for the price. The drinks...