Texas Roadhouse — Restaurant in Fishers

Aubrey service manager

We visit this restaurant frequently and have always been satisfied with the service until today. I called hours in advance to notify them of a large party coming in. I wanted to celebrate moving out of state with my family at my favorite restaurant. They asked to be notified closer to time, so I called back to inform them we would still like to come. They mentioned they could not guarantee we would sit very close together, as they are required to sit as tables open. I understood this and told them we would be willing to wait additional time if we arrived and tables happened to open in the same area. 2 groups within our party were sat back to back. Once these tables were seated, we were waiting for 5 more people out of our group who were attempting to park in the very limited parking spaces. Parking always takes extremely long but this is to be expected. As we are waiting for the last of our party to park, we watched 4 tables become open that would have kept our party in the same area. I went to the host stand to ask if they could allow the rest of my party to park and sit them at one of the nearby tables. I told them we were willing to wait and they could seat another party at the more distant table. By this time, they had another party sat immediately despite having knowledge of our requests. The rest of our party walked in and was sat on the complete opposite side of the restaurant, which was frustrating because we watched so many tables open up, all of which included parties that could have been seated in the table where my family was seated on the opposite side. Aubrey, the service manager, only spoke to me to tell me that people could not move around within the party when no one was doing that. I had to facilitate who was here and ensure I was aware of who was seated and who was not. Aubrey never approached to get an understanding of what was going on; she just immediately started talking, and when I again asked if there was any accommodation for guests that could be made she responded with attitude stating to let them know when the rest of the party was parked and quickly walked away. As a manager, my expectation for her interaction with a guest would be much higher. When I called, I spoke to Haley. While at the restaurant, Haley was the only person who noticed there was an issue and actually inquired and listened to attempt to find a resolution. By this time, it was too late because the individuals running the front lacked the ability to navigate our requests.

I have worked in the service industry and just left a part time serving job, so I fully understand the complications of this industry. I’m not sure if I’ve worked at restaurants who have higher expectations for customer engagement, however this experience was horrible, and as a guest, it felt as if the guest experience did not matter at all. We sat in a section that felt the same temperature as outside and was willing to do so without complaint with the only expectation being that the restaurant worked to accommodate the guest.

What was intended to be an exciting, celebratory outing became extremely stressful and un enjoyable simply because the guest experience did not matter to this team. Highly disappointed and do not recommend visiting this restaurant with more than 5 people regardless of how much you enjoy the food. The food is only one half of the visit. This team failed to execute a positive guest experience - which does not exemplify high level...

We visited Texas Roadhouse today and had a mixed experience. Our server, Christy, was exceptional - attentive, friendly, and knowledgeable about the menu.

Highlights:

•⁠ ⁠Juicy fall-off-the-bone ribs •⁠ ⁠Tender and flavorful steak •⁠ ⁠Hand-breaded fried pickles (a must-try!) •⁠ ⁠Unlimited sweet tea and soft bread with butter

Chasity Excellent Service:

Chasity went above and beyond to ensure our dining experience was top-notch. She:

•⁠ ⁠Greeted us warmly and took our orders promptly •⁠ ⁠Made excellent recommendations (try the 6-oz sirloin!) •⁠ ⁠Checked in frequently without being intrusive •⁠ ⁠Handled special requests with a smile

Areas for Improvement:

As we walked in, we were hit with an unpleasant smell reminiscent of greasy old oil. It seemed like the cleaning solution or mop water hadn't been changed, leaving a lingering odor. This affected the ambiance and made our initial impression less than ideal.

Recommendation for Improvement:

Consider a fall deep cleaning, including:

1.⁠ ⁠Pressure washing the exterior and interior floors to remove embedded oil and grime. 2.⁠ ⁠Thoroughly cleaning or replacing mop heads and cleaning solutions. 3.⁠ ⁠Conducting a thorough ventilation system cleaning to eliminate lingering odors. 4.⁠ ⁠Scheduling regular deep cleaning sessions to maintain a fresh atmosphere.

By addressing this issue, Texas Roadhouse can elevate the overall dining experience.

Ambiance:

Cozy and rustic atmosphere, but the unpleasant smell detracted from the overall experience.

Overall:

Texas Roadhouse's food and service (thanks to Christy!) were excellent, but the unpleasant smell upon entry was a drawback.

Rating Breakdown:

•⁠ ⁠Food Quality: 5/5 •⁠ ⁠Service: 5/5 •⁠ ⁠Ambiance: 3/5 (due to unpleasant smell) •⁠ ⁠Value: 4/5

Will we return? Yes, hoping for...

My family went here on Father's Day, as this is one of my father's favorite restaurants. We have all been before and have had no issues. Immediately we noticed music volume at the levels you would normally find in a college bar. When we asked about lowering the volume, as we were having issues hearing, we were told by our server that although there are many complaints about the volume, management refused to turn it down, due to corporate guidelines. (Our waitress also alerted us that management had refused to turn down the music when she asked for us.)

Now, I am on the autism spectrum, and I have avoided loud bars for years as it is overstimulating. After a while of being assaulted with loud music and not being able to follow conversations, I started to have difficulty controlling my behavior. I asked the waitress again, and asked her to please alert management that there was an individual on the autism spectrum who was beginning to have real issues with the volume. If any change to the volume happened, it was not apparent.

Although the food wasn't bad, and our server was good, I will not be returning to Texas Roadhouse again. The lack of care that management, and as an extension corporate, has for their customers comfort levels have assured this. And if you or a family member has auditory issues dealing with loud areas, I'd suggest staying...