Texas Roadhouse — Restaurant in Eau Claire

Wow.. this place is unbelievable.. there is no such thing as customer service at this place.. got on waiting list almost 2 hours.. I get a text that said please gather up your party and come in. So my husband and I did. Checked in and asked if we could have a regular booth. Next thing ya know we were taken to the back next to the bathroom and there was a booth seat one side and a chair. It was right at the emergency exit.. I asked if we could please sit in a booth and not this by the back door. He said that is all he has and he just seats people. I then asked for a manager and a fellow comes out and I explain to him it felt uncomfortable and could we sit somewhere else. He said yes but i will put you on the waiting list and it’s almost a 2 hour wait. I stated we already waiting 2 hours. He did not care. So we said we will go somewhere else. I asked the fellow for a manager that we had spoken to on our first trip there. . So a fellow come out and asked what was wrong. I asked for that other manager and was told he was busy.. so I explained the situation to him and he did not care and I stated we will go somewhere else and his reply was good we don’t want your business anyway.. I was so so upset I was shaking. To be disrespected in that manner was not right. So we walked out and went somewhere else.. so happy new year.. so I called today to have a conversation with the owner or DM because I know that Texas Roadhouse frowns on that behavior from there employees. At least all the ones we have frequented. So to my surprise when I called to speak to the owner he did not seem to give a hoot to what happened. I also let him know the towels in the restroom were out. He then asked what was wrong with the blower. I stated it was not working and there was a young lady trying to use it also. It was not working.. so after explaining all of that to this Guy named Jason the owner and felt he did not care and basically had nothing to say but sorry. And hung up.. so to see that this Texas Roadhouse dose not care about there customers and to only care about the mighty buck is pretty sad.. so shame on you Texas Roadhouse in Eau Clair Wisconsin.. trust me we will not be back.. it’s not our loss it’s yours.. there is no such thing as customer service anymore… at...

We’ve been coming to Texas Roadhouse for the past 14 years to celebrate a special tradition: my husband and my mother share the same birthday (July 31), and we’ve always celebrated their birthdays together at this location. Every year, we've explained the situation, and the staff has always graciously honored both birthday offers — despite the “one per table” policy. It’s always left us feeling appreciated and valued.

Unfortunately, this year was very different — and deeply disappointing.

When we explained our tradition to our server, Cassy, she was kind and understanding, but needed to check with the manager. That’s when Manager Izzy came over and told us they would only honor one birthday, even though both were legitimate and we offered to show IDs. When we asked if sitting at separate tables would make a difference, she ignored the question entirely. Her solution? “We’ll give you one birthday offer — and you can come back another time for the other.” My parents live 45 minutes away, and the whole point was to celebrate together. Izzy walked away without addressing the issue further and never returned to our table for the rest of our meal — even though we saw her visiting other tables nearby.

Thankfully, our server Cassy went above and beyond to resolve the situation by splitting the check — which allowed both birthday guests to receive their offers. Cassy was the only reason our meal ended on a positive note, and we’re very grateful to her.

That said, it’s frustrating that a place we’ve loyally returned to for over a decade now feels unreliable. Apparently whether or not we’re treated fairly depends on who the manager is that day. We spent over $100 at our table — full meals for five people — and all we asked for was the same simple courtesy we’ve received for years. It’s not about the ribs. It’s about being treated with consistency, respect, and common sense.

We may still return for my husband’s or mother’s birthdays in the future — if we call ahead and get confirmation that the tradition will be honored. But I will not be celebrating my birthday here anymore. That experience left a bad taste that no meal can fix.

2 stars. Server Cassy and the food was excellent. 0 stars for manager Izzy who gave us a...

I have to say, Texas Roadhouse as a franchise has always done well at providing a consistent experience across different locations, I am sad to say that my service yesterday evening (3-14-24) or lack thereof, was the most disappointing experience I have had dining out to date.

After 700 miles of driving in one day, I was craving a well rounded dinner, unfortunately all I had was my time wasted. I ordered a 16oz prime rib, and I sure was excited for it. After 20 minutes of sitting, our waitress informed me they were out of 16oz Prime Ribs, but they could offer me a 14oz, not a big deal, we then waited another 20 minutes, only to have a "manager" come to our table and tell me there was in fact no prime rib left.

I want to make it clear that only about a quarter of my problem is with the 40 minutes of time that was wasted, and the miscommunication about what was available, mostly all of my issue is how this "manager" treated my partner and I, when his establishment is what caused the issue.

I come to your place of business to spend my money, in turn, you provide me with a service. When you do a customer a disservice, you make it right, don't come to me with an attitude. Simple conflict resolution would be "whatever other cut of meat you want is on us Tonight" or "we'll cover half the bill tonight", instead we got "the server was wrong, there's nothing else I can say".

I would think some training on how to be sympathetic and empathetic is in order, or you should probably consider leaving the service industry as a whole, you won't get far, in fact you'll make once happy customers not want to...