Texas Roadhouse — Restaurant in Fayetteville

See my full review on YELP. I am disgusted at how this restaurant recently treated my family. If I could select NO stars, I would. Until this incident, Texas Roadhouse was our favorite restaurant in Fayetteville.

My mom was recently diagnosed with metastatic ovarian cancer. To say we're under a highly stressful time is an understatement. This incident happened right after learning this awful news and returning from my mom's first round of chemo in Houston. To learn more about our story or for PROOF Texas Roadhouse staff and management (more on this shortly), here's the link to our recently launched GoFundMe page: https://gofund.me/c49ac303

We had just returned from our first trip to Houston. I was ecstatic that my mom was hungry enough for a bigger meal. We decided on Texas Roadhouse. We ordered using the mobile app and did not eat together. Unbeknownst to me, both my mom and her hubby ended up throwing a good portion of their food away because of quality issues. They both opted not to say anything not wanting to add stress for us. Also, my mom was just too tired and weak to complain.

When it was time for me to eat, I struggled with my chicken. It was so burnt that I could barely cut it, and it tasted awful. It wasn't until I loudly started complaining that they both shared having similar experiences with their plates. It was at this point I decided to call the restaurant.

I initially came into contact with one of the FOH managers, who handled my call in a way that fell far from excellent customer service. I'm appalled at how awful her interaction was with me. Instead of genuinely apologizing for the mishap or immediately attempting to fix it, she made requests I felt were unreasonable and treated me as though I was someone who had attempted to cheat their restaurant in the past. Requests included things such as 1) bringing the food back to the restaurant to show them PROOF of my complaints and 2) taking pictures of the food to show that we weren't lying. Despite explaining that two of our plates were already in the trash before I realized I needed to call, she insisted I show "proof" for us to get any refund or credit. At one point, she asked me to detail the specific pieces of meat that were unsatisfactory, which felt odd and an attempt to "catch me" in a lie.

I spent 20+ minutes on the phone with this FOH manager without a resolution or apology. Instead, I got explanations of the restaurant's new SOPs regarding food complaints after OTHER customers lied in the past. Ultimately, this FOH manager told me she'd need to run anything she decides to do for me (if anything) by the managing partner (MP), who was also on-site. She asked for my email and verified my contact number, stating they'd email me with a response soon. I was exhausted and frustrated once I was off the phone, as was my mom, who was within listening distance. The MP attempted to call my phone, but even the voicemail was short and dry, agitated that I didn't answer. He didn't apologize but tried to call one more time that night. I felt I'd done enough explaining and didn't want to talk more.

This issue could've been quickly resolved. I would've been happy with a gift certificate for our next visit. I didn't have to have a refund (didn't even directly ask for one!) if I felt heard, seen, appreciated, and valued. Instead, I felt like crap.

To the management team that night: I understand that all of this may not have been your intention, but your impact on handling my family during this particular incident was disappointing and harsh. You practically ruined a meal that was important to us and a massive highlight to us completing my mom's first chemo round and successfully returning home after long travels. You never know what your customers might be going through or dealing with, or more importantly, the role the meal they ordered might play in their life. We are the foundation of your business, and I know it might be easy to forget that sometimes. I hope my leaving this review will help you remember that moving forward! Do better,...

So, when a NEW comment is made, a new date shows up. So I had to copy and paste the April date, which by the way, I couldn't copy and paste a manager or owners response because there wasn't any. So, I am putting back what was here in April, then draw a line and then put for today's date. Here is April: April 1, 2024 Monday. I arrived at 2:55 pm. I knew they opened at 3 but called as soon as I parked. I got the voicemail that said they were closed until 3, thought they might answer anyway but no and that's OK, it wasn't 3 yet. So I waited till 3 but someone came to car at 2:58. I was not the first one there as far as people parked and waited in line. However, I was the first one there in a to go spot. I ordered just 2 House side salads to go, that's it. I didn't get them till 3:28...a half hour later!!!!! It's not like they had to cook anything!! How is it that 2 little salads took A HALF HOUR??!! I learned my lesson. MAKE IT MYSELF. Sooo, thanks Texas Roadhouse. You have taught me to not be lazy and just make it myself. Yesterday, June 28, 2024, I got two House salads. Both was supposed to have extra egg and red onion. Neither salad had either. One was supposed to have Ranch and the other Honey Mustard. Both were Ranch. I took a picture. One salad was on the shadow but if you zoom in, it is indeed Ranch. Then TODAY, June 30, 2024 Saturday, I ordered 3 salads. One Caesar which came out fine, the dressing was a small container with dressing. However, even though I explained to the girl that came to my car today what happened yesterday, she said "Don't worry, I will make sure it comes out the way you want. I will make sure of it." Welp, I did this time get the extra egg and the purple onions for both house salads. However, BOTH had had Honey Mustard today. What the freak?! And now for your halftime entertainment, the pics. Soooo, I copied and pasted everything you see ABOVE the line to put here because, you cannot put a new review. You cannot add a new review unless you cut and paste AND THEN ADD A NEW REVIEW. AND, here it is. Today is March 16, 2025 Sunday at 2:10. I had to call 5 times and listen to the speech about talking to a team member. The phone service rings and rings and then picks up to give the same speech "Welcome to Texas Roadhouse Yada Yada, then finally gives the option to talk to a team member to order. Yeahhhh, that never happened. I get out of my car from being parked at one of their To-Go spots IN THE RAIN, walk up to that to-go window and there were 6 workers in that room, some going back and forth. I asked the guy at the window why no-one picks up. He immediately looks at the phone. I said "I don't know what you're looking at but Normally when a call is coming in, you can hear the phone ring." (I had my phone on loud speaker.) I said "you can hear the ringing on my phone ringing Texas Roadhouse phone but the restaurant's phone is not making a sound. How is it then that you even know that a customer is calling to place an order?" He said "I don't know but would you like to place an order now?" I should have walked off and went to Olive Garden. I place my order and still allowed my phone to keep ringing. System never answered for a to go order. They lost a tip. Whenever I come to place an order, I give $5 tips. One time I gave a $10 tip because it was sprinkling. Welp, today...noooo tip. Some waiter or waitress lost out. This is the only time I never gave a to go order tip. By the way, I ordered at 2:10, it is now 2:34 and it was just now brought to my car. 2 measly house salads to go took 24 minutes and that's not including the time spent calling them several times. Wow....

One of the worst experiences of my life, nothing short of a nightmare, our waitress (Casey) started out nice enough but when she got one of drinks wrong she immediately got an attitude and asked if “That would just work for now.” We declined as my wife has a sensitivity to caffeine so the waitress snatched the drink off the table and stomped away to get the correct drink.

When she returned to take our order, we asked Casey about the rolls which were absent from our table, she said “She’d get them when she could.” I’m not one to judge but noticed at this point she seemed to be under the influence of something, we had to repeat multiple items from our order. We asked that our appetizer come out first so we could enjoy that before the entrees as well.

As we sat there, watching our waitress talk at the bar, our drinks now empty and still no rolls. Another young man walks out the back and brings our food…appetizer and entrees all at once…but still no rolls. When the waitress comes back and asks how the food is, and how we’re doing; we ask about the rolls and she huffs and stomps away and returns and literally SLAMS the basket on the table. As she’s walking away she mumbled something about “Better be a good tip”.

At this point we all felt extremely uncomfortable so I got up to go speak to the manager and request a new waitress. I spoke to young lady, Maddy or Mandy I believe, who was just as rude and told me that was the server for the section, there was nothing she could do, that my two options were to move sections or leave.

I sat back down and rushed the meal, paid our bill and left. I promise I would NEVER step foot inside the Fayetteville TRH again. Absolutely blown away by the customer service here from both the waitress and the manager. I can’t even believe they would hire someone like that to interact with the public, I’ve never experienced such a negative interaction while...