Texas Roadhouse — Restaurant in El Paso

We went to Texas Roadhouse to enjoy a team lunch. When we arrived, we informed the host that our party size was ten. At that moment only six of us were present, but I thought it was unusual that they made us wait until all ten people arrived before even beginning to seat us. During that time, several other parties arrived and were seated without any delay.

Once the rest of our group arrived, only then did they start preparing our table—by which point the restaurant had already become busy. When we were finally being seated, we realized that we actually had a few more people than expected. While they did accommodate us, the manager and several team members stood around watching and trying to decide how to seat us. We wanted to sit together but understood that servers have assigned sections. However, no one asked whether we were paying separately, which could have helped them split us more evenly across sections. Instead, they chose to split our group up, and the manager then made it a point to remind me that I originally said we had a party of ten. The way it was handled made it feel like they were unprepared for a situation like this.

At this point, the entire staff was crowded into a small space, staring at us while the manager looked visibly upset in front of her team. Once we were finally seated, our server took our drink orders and even wrote them down, but when he brought them out, he was essentially “selling” them to us because he couldn’t remember who ordered what.

I also told him it was my daughter’s birthday, and he asked if she wanted the saddle. We said yes—but he never brought the saddle and never sang Happy Birthday. On top of that, I noticed the manager walking to every table asking how their service and food were, but she only came to ours after she or the server heard me mention the issues to my boss.

Additionally, I observed that one of the staff members in the back of house—the people handling and cooking the food—was wearing a wig with hair blowing around in the AC. Where was the hair net? That is a big concern for food safety.

I love Texas Roadhouse, and my son worked there for years, so I know what good service looks like. I also have over 15 years of experience in the food industry, both front and back of house, so I understand the importance of proper standards and expectations. I was not pleased with this visit. The food was great, but that was the only positive part of...

Where do we even start. We have been loyal customers to this specific location. We decided to come to this one because my husband is being deployed to Iraq. It was a party of 14. My mother in law and mom got there first and so that made half of the party being there. The rude shift leader/ shift manager said we had to wait for the whole party to get there. Policy is policy, we get that. What we didn’t understand is why she was extremely rude to my mother in law who happens to be black. We didn’t complain about not seating us until the remaining 4 people arrived. (Although it was right at 11 when they opened and they had barely any customers) we let it go. Well finally we get seated, they gave us a tiny corner that seats about 8-9 people and expected us to squeeze about 6 children in the middle of all that as well. So we asked if we could use two small tables next to us and ROSE the “manager” approached us angrily raising her voice at my mother in law telling her that “she had already explained to her that we couldn’t save seats.” Not allowing her to explain that we didn’t want to save, rather sit us separately since we could not fit all 14 people in a table that seats maybe 8-9 people . She then proceeded to say that we couldn’t because each table would have different servers. We said that was perfectly fine, we could not squeeze all 14 in a small table. She rolled her eyes and walked away without even answering. I don’t understand what the issue was when we were all there already, and the restaurant wasn’t even filled yet. I honestly feel this manager was so rude because of our ethnicity. I gave two stars because the two servers were great and made up for that bitter managers service. Might be a power trip, but your restaurant will lose many customers with treatment such as the one she gave us today. As we sat there, she made it perfectly clear we were not welcome as she passed us while she asked other customers how their meal was. Good luck with that management. We should’ve stuck with the Roadhouse on Joe battle. I won’t post the video of where they sat us to keep the family’s privacy, but it’s towards the restroom right side...

Been going for years and unfortunately we had a terrible experience with our server Melanie never has this happened before. She gaves us issues about our stroller, while entering the restaurant we walked towards the middle, observing a stroller in the middle of the pathway actually creating a hazzard. Nothing was said to that particular person as we sit down a secluded area where there is no foot traffic by customers, we were immediately turned down by our server saying that anywhere we place the stroller is going to be a hazard. She suggested that we use a sling we requested a sling and had the exact same outcome of our stroller. We placed the stroller back where we had it initially which cause no issues to our server. Our server passed multiple times knowing our stroller was there. At the end of our dinner our server was picking up the plates and passed by the exact same spot where she has been passing for the last two hours of our dinner. She somehow forgot that our stroller was there, she tripped over I stoller dropping the plates she was carrying on top of our stroller where our baby was sitting potentially hitting our baby’s head. Our server looked extremely upset and telling us us “And this is why it is a hazard”. We all stared her in awe. Floor manager asked if our server was okay not knowing that our baby was in the stroller. We expressed our concern to the floor manager to which she advised that she didn’t know what the problem was in having the stroller there in the first place. The floor manager advised us that our server was going to apologize. Both our server and floor manager left our table to which we though they were going to come back and they never did. I had to wait for the floor manager in the front of the restaurant to make a complaint we expressed our concerns to the floor manager and said she took care of it overall...