Texas Roadhouse — Restaurant in El Paso

I wanted to start off this review with admitting to fault on our part. We had a party of twelve that eventually turned into a party of eighteen. We showed up in the afternoon on Thursday, April 25th. I understand that there is an inconvenience in adding more people to the party but that gives no excuse as to how the manager handled it. When we first walked in, half of our party was there and we went to go meet them outside, when a host yelled at us that we had to "check in" with them. The manager walked up to the host stand and told us that the other half of our party had told them only twelve were coming and now they would have to go find another server. They ushered us outside to a table where the manager began to raise her voice to catch all of our attention. She asked, "How many are going to be in the party?" We sat in silence for a moment and when no one answered immediately, she snapped at us and said, "If no one is going to say anything you all can go back on the waiting list." We counted everyone and had a total count of eighteen. She proceeded to repeatedly say "Now I have to go get another server for you guys." She had an attitude from the moment we got there. She turned what should've been an everyday accommodation into a tempest in a teacup by spreading around and squawking to everyone that would listen about what an inconvenience it was. I was baffled as to how someone like that got into such a high position as a manager. I work in the restaurant industry and was appalled as to how she spoke to us, if MY manager treated guests the same way she treated us, they wouldn't be a manager. It was apparent that she spoke like this to a lot of customers as the staff had the same attitude, especially the hosts. It was a sad day for me, as a member of the hospitality industry, to encounter someone who has absolutely no love for what they do, she really should find another job.

P.S. The server was amazing, in no way did she follow in the steps of her manager. Very sweet and attentive, from...

Complaint Towards: Kimberly (Female Manager with short hair/wears glasses)

Dear District & Regional Management,

I am writing to express my concern and disappointment with the recent experience I had at your establishment. I was hosting a farewell lunch for a distinguished guest and had reserved an area for twenty people a day prior to the event. However, during the event, we encountered poor professionalism from one of your managers.

The manager in question was extremely aggressive towards our distinguished guest when there were only 3 guest out of 20 that was running late. She expressed hostility towards the fact that there were empty seats and stated that other people needed those seats. It was very uncomfortable for me and embarrassing for those in attendance.

What disappointed me most was the manager's lack of customer service skills and professionalism. Her behavior towards our guests was rude and unacceptable. We had 17 guests present during the event, and the guests who arrived 15 minutes later experienced hostility from the manager.

I believe that it is important for your staff to be properly trained to provide excellent customer service and to handle situations professionally. I would like to request that you retrain the manager in question on how to properly provide customer service and improve her management skills.

If the manager's behavior continues, I would recommend that the organization terminate her employment. It is important that all guests are treated with respect and professionalism at all times.

Thank you for taking the time to read my review. I hope that you take my concerns seriously and take appropriate action to prevent future incidents...

I ate at Texas Roadhouse at Freedom Crossing on New Year's Eve, Sunday, 31 December 2023. I got there at 1900 and they were scheduled to close at 2000. I was by myself, so they asked me to sit at the bar. I ordered my the 6 ounce medium filet and grilled shrimp with a loaded baked potato and house side salad with honey mustard dressing and a sweet tea to drink. I received my sweet tea and rolls, then shortly after my salad. Everything was going great until my main dish arrived. I received my fillet and grilled shrimp and was told my baked potato was still cooking. I ate my fillet and shrimp and finished my sweet tea. I then received my check. I asked about my baked potato that I was told was still cooking. My server went to check on it and had to order another one. My fillet was more medium rare than medium, but I didn't send it back since I could eat it and they were 30 minutes until closing. The baked potato was rushed since it was 15 minutes to closing. The inside was hot, but still kind of hard on the inside, but I ate it without complaining. I reviewed my check and saw that I was charged $21.99 for my fillet and $7.99 for the grilled shrimp instead of $27.49 for the combination meal. It was closing at this point so I paid it and left a sub-par tip sub-par experience. I'll chalk it up to New Year's Eve, going around an hour of closing, sitting at the bar or maybe my server was fairly new. Either way, I won't go to any restaurant during that timeframe again. My previous experiences have been great at this restaurant, so this was probably the "perfect storm" of events to lead to my...