Texas Roadhouse — Restaurant in Cromwell

I rarely write a review but in all honesty, as a former restaurant manager, I was so disappointed with how management handled our experience. The only reason I am giving this 2 stars is because of how kind our server was. We were sat quickly even with many people on the waitlist, and our server, Alex I believe his name was, was great. He was attentive and kind and overall the only good part of our experience.

We each ordered our food around 6:40, give or take. We received our salads as an appetizer fairly quickly. But after waiting over an hour and a half for our actual food, we called a manager over. She seemed to already be on the defensive, stating that the long wait time was not normal for the pace of service they were experiencing for the shift. To not go too into detail, but the tone came off very condescending and defensive, rather than apologetic and understanding of our frustration for waiting for so long. She had left to the kitchen, came back and told us it would be out soon with no other explanation. Rather than her bringing out the food and overseeing the delivery herself since we had waited so long, she had someone else bring out the food and never checked back on us or even offered anything for the extremely long wait for food. To top everything off, there was an onion on my MIL's plate when she had stated she was allergic to onions, and my Filet was raw when I had requested Medium for cooking. At this point it had been so long and the steak was so raw that I had lost my appetite. Everyone's food was lukewarm at best. We were all starving so everyone ate except me because we just wanted to go home. The raw steak was rightfully taken off of the bill, but even after knowing how long we waited and the fact that my steak was raw, we did not see the manager again after the first initial contact.

As someone who had previously been in hospitality for 7 years and a manager for 4 of those 7 years, it is incredibly disappointing to see how the situation was handled. I don't write this review to hope to receive a gift card for my poor experience or an incentive to come back, but to provide feedback for the manager when the next guest has a poor experience. The guest experience should be the first priority, and regardless if it is a servers mistake, or kitchen error, there is no reason why the manager should not have come back to visit the table after we had gotten our food to make sure we had a good experience after that. It is unfortunate, but this is first and last time we will be dining at...

Yesterday, we placed an order through the restaurant’s app at 1:30 PM. It was two orders totaling $168. The app indicated that we could pick up the order between 2:15-2:25 PM.

When we arrived at the restaurant, there was no chili with cheese available, so we substituted it with a salad and cooked vegetables.

We waited an hour and a half to receive an order of a 12 oz Ribeye and BBQ ribs. The staff kept telling us it was “about to be ready” while just standing at the counter. Meanwhile, other customers’ orders kept coming out, but ours did not. When we asked, they simply replied, “You have to wait.”

Kiara, the employee who attended us, showed no concern about our order. She seemed annoyed and indifferent.

The rest of the food got cold!!!

After we had already expressed our frustration, another employee at the counter tried to help—after an hour. By that time, we were already quite upset. We decided to speak with the manager, who was somewhat helpful after such a long wait.

I don’t know the name of the employee, but at 3:20 PM, he finally came out with our Ribeye order. However, the rest of the food was already cold.

They gave us a coupon due to the delay. We decided not to request a refund for the entire meal because it was already too late to order from another restaurant.

When we got home, the order was incomplete. A chicken and fries meal for a child was missing the fries. The Ribeye’s side dish—onions and mushrooms—was also missing.

To try to ease the frustration, we asked for extra bread at the counter, and Kiara gave it to us with a bad attitude.

The restaurant was not as full as it usually is, so there was no reason for such a long delay in our order. We didn’t leave the restaurant until 3:30 PM!!!!!!

We like Texas Roadhouse and always recommend it to our friends and family. But after this bad experience, we will no longer do so!!! I understand that you have thousands of customers, and I hope you take this complaint into consideration.

I also work in customer service and restaurants, and this was not the best way to handle...

Stellar service from Zuzanna (spelling?) and Bri.food very good but not many low salt options. We got the burger and fries and the grilled bbq chicken.everything was fresh and hot.the rolls were delicious.Very impressed with the staff.every single one ! our server Bri was excellent.very personable and professional .a very nice young lady.we'll be back but will just be more careful with our menu choices. Update 9/7/25 Unfortunately I am changing my review from 4 stars to 1 due to a particularly bad experience today. Both my husband and I are early 60s and we have never once left a restaurant without tipping until today. Both our meals were extremely disappointing. My husband's burger was over cooked and his fries were barely luke warm. My little shrimp appetizer was 7.99 (it was all I ordered since I had a big breakfast) were 5 of the saltiest,scrawniest shrimp id ever seen. Worse, they were cold all the way through..I ate two and spit out the 3rd when I became worried about the possibility of food poisoning. When the waitress came to settle our bill I told her I was afraid to eat the shrimp because I am immunocompromised (MS) and susceptible to serious illness due to food poisoning.she said she'd speak to the manager,then returned offering to throw the remaining 2 scrawny shrimp back on the grill,by that time my husband had finished eating and I had brushed my teeth and popped my Invisalign braces back into my mouth.it was not worth the wait for two tiny little morsels of shrimp. We left very disappointed in this visit and I can say for sure we won't be returning to Texas Roadhouse ...