Texas Roadhouse — Restaurant in Florida

Allow me to warn you all. I have been to this restaurant 4 times now. 3 out of the 4 times, it was a decent enough experience for me to return. However, today my family and I visited to celebrate my brothers, and grandmothers birthday. Unfortunately for us, we had a server named Madi.

Before I get into her service, I will say we had a party of 12, 4 kids and 8 adults squeezed into 2 booths. So not only were we cramped, we couldn't celebrate together because we were at two tables with out backs to each other. We got there at 4:30, 30 min after they opened, and the larger tables that we have sat at before together were available.

Now, on to Madi. Since covid hit, anyone who has worked as a server before will tell you that the level of service you receive these days is not as great as it use to be. The days of getting someone who will be attentive and get you what you need to enjoy your meal are pretty much over for the most part. Some of them are still out there, but its very few and far between now. With that said, MADI, you were the worst I have experienced so far. You were pleasant enough until the end that is, but honestly, I don't care about pleasantries, I just want my order right, and my drink filled when its empty. You sadly could not do that. Now just so everyone is aware, this was not peak busy hours, it was 4:30pm. And our party of 12 was divided into two tables, so half sat at my table with me to be waited on by Madi, and the other half at another being waited on another server. So no, wasn't a large party issue either. If the other wait staff had not be around helping their tables, we wouldn't never have gotten anything. She never checked in. she never refilled a drink, she never got bread we requested. She took our order and disappeared. On top of that, my 6 year old son, who just wanted French fries, because at this age that is all he dares eat, did not get his French fries when our meal came. When we told her this, another 10 min went by, before another waiter, the one waiting on the other half of our party grabbed them for us when we asked his help because MADI was no where to be found. We also had to play plate Jenga because no plates were removed to make room for new ones. The manager spent more time assisting our table than Madi.

Now heres the thing, I wouldn't typically leave a review like this. Honestly, I know servers have bad nights. I was a server for 13 years before I moved on to my career. But after all that, we decided to leave her a 15% tip. After all, the only thing she did for us was bring us our initial drinks, and take our order. The rest of the staff did the rest of her job. After using the computer on our table to pay our check, she came to the table with a sour look on her face, and angerly said "Here are your checks" and turned and walked away. As if to let us know how angry she was that we tipped her 15%. So Madi, since you did not give us a chance to voice our displeasure, I decided to come on here and let you know. Your service tonight was absolutely unacceptable. And just so you know, between the people you served tonight. We have 50+ years of restaurant experience waiting tables, bartending, cooking and managing restaurants. You should find another profession. The ironic part of it all is, you were so inattentive for my family tonight, if you had not come over to unprofessionally give us the printed copy of our bill as a way to let us know how upset you were about the tip, I wouldn't have your name to address you directly on here. But it was printed on the bill.

To the manager working tonight, thank you for trying, but it was a failed visit to your establishment tonight for us. If you decide to keep Madi, you should send her back through training again, or explain to her that 15% is generous for the level of service she provided us, which I know you are aware since you are basically the one who waited on us tonight while she was no where...

My review is just to warn other people with allergies. I have gone to Texas Roadhouse at the town center multiple times with no issues, so when my friends suggested Texas Roadhouse in Saint Augustine to celebrate a life event of mine, I was excited to go. I, unfortunately, have a cow’s milk dairy allergy, which makes it challenging to eat out (butter, sour cream, cheese)… Well, when we sat down, we already had drinks from the bar because there was a little bit of a wait. I think our waitress was a little disappointed, but we continued ordering, so hoping it wouldn’t be a downer for her. When we ordered, I immediately asked if my ribeye could be cooked in oil instead of butter because of my dairy allergy, I asked for the broccoli with no butter, & a baked potato with just bacon. She suggested loaded & I was like, “no, sorry, I can’t have cheese, butter, or sour cream.” I let her know it’s hard & sad, but I just can’t eat it. She warned me they brush the rolls with butter & I asked her for a new batch without. Time goes by & chatting with friends, she brings back rolls with extra butter ramekins & with butter on top. I just figured she was busy & forgot. When the entrees came, my potato was loaded, there was visible butter on the broccoli, & our waitress walked up as the food runner dropped off the food. When I said I can’t eat the loaded potato, that I’m sorry, she just made a super confused face & then made a face at the food runner. The food runner then asked for just the potato back. I asked the waitress if the steak was cooked in oil & she said yes & walked off. The food runner took the loaded potato & came back with a potato with just bacon. I tried my ribeye & instantly started feeling bad. We didn’t see our waitress for like 20 min, so when she came back, she asked me if I wanted a box because my ribeye was basically untouched. I said no because I unfortunately don’t feel well & can’t eat the steak because it definitely has butter on it. She said, “well, I definitely told them you had a milk allergy.” I’m sorry, but that’s not the same as asking them to grill the steak with oil instead of butter, but I didn’t know what else to say, so just didn’t say anything else. She dropped off the check & left the table. On the check, it said I ordered a loaded potato & nothing about cooking the steak in oil, etc. The last item did say milk allergy. We didn't see her again until we were walking out after paying. I’m very saddened by this experience at Texas Roadhouse. I left feeling awful, I paid for a ribeye dinner that I couldn’t eat, & had a waitress that didn’t want to take the time to make the experience enjoyable. I’m not sure if I’ll return to this location again. I think I’ll just go to the town center instead. Two stars because the hostesses & bar tenders are great (5 stars to them), so gave...

Food was great however the service was not. Had reserved the seats for few ppl 50 mins ahead of time, got there and waited for 10 mins for a waiter to come and take us to our seat. First red flag saw same number of dinners in next table but were offered two basket of their speciality buns and butter but for us it was just 1, thought no worries we can always ask for more when we are done with that. None of us drink so all of us just asked for water and already her behavior was different but she brought the water, and at that time we asked for more buns and her reply was she will bring them as soon as there are some ready. She came back after about 7 mins to start with our order, so we ordered some appetizers and our meal and before she left we reminded her about the buns and again her reply was once again she will bring them as soon as there are some ready. 10-12 mins passed by neither she nor our food or buns arrived, while we are noticing other customers are those hard to get buns in baskets after baskets. Few more mins and she comes with our appetizer and again at that time we asked about the buns and she acted surprised that we haven’t received them, so I don’t know was someone else supposed to bring them or she though she already brought them. So she again goes for a stroll and comes back with a basket of buns and leaves not to be seen until we were almost done with our dinner. Few plates of appetizers and 4 buns, it was downed in less than 3 mins so, we could do nothing but to enjoy the environment. 10-12 mins later another waiter brought out meal however he said two of the sides were not ready but will bring them as soon as they were done, not a big deal so all of us just nodded and started with our meal. We were almost done with our meal and our primary waiter arrived to ask if everything was to our liking so, we asked for the remaining order of sides and once again she acted surprised about us not getting them even though we were about to be done. So she hurries and comes back with just 1 order of the sides so, we told her we were waiting for 2 orders not just 1, so she goes back and brings back the other order is the side but she did not look happy about it. 2 mins later we got out check and she instructed to make the payment using their tablet, so she was watching us making payment and I manually entered $15 dollar as tip and once she saw that she seemed even more irritated. So, for a bill of about $145 isn’t $20 enough as a tip for the service she provided? Or is it now a trend to make a 50% tip regardless of the lousy service? So, food wise it was great but service wise it felt as if we were treated different from the very beginning of...