Texas Roadhouse — Restaurant in Glen Allen

Came here last November and gave this location 5 stars. I've been here twice and both 5 stars. Today, 0 stars. I came here Saturday afternoon with a group of friends. A Veteran's group. We got the same table as last year when we visited this location. We were seated with rolls and butter. The waitress took our drink order. We had a few little bar napkins at our table. We put our bread on the napkins, broke off pieces of bread and dipped them into the cups. There wasn't enough butter cups, so we had to hand the cups back and fourth, while breaking off pieces of bread. I was thinking, why are we doing this? We are not in the field or deployed. I asked the waitress for small plates and silverware with napkins. The waitress came with another serving of bread and butter cups and then again with more drink refills. Still no silverware and no plates. By this time, we were holding the bread in our hands and piecing off bread while dipping it in the cup. I told our group, why don't we have plates and silverware with napkins? Everyone else in the restaurant has them. A couple sat in a booth next to us 10 minutes after we sat down and they had plates, silverware, napkins...and bread with butter. My group....none. The table next to us had plates with napkins and silverware, with no one seated there. I got up and climbed over the seat and started handing plates and silverware with napkins to my group. Immediately, our waitress comes over and tells me not to do that. It is for that table. So, I stopped. She came by our table a couple more times and still no plates, no silverware and napkins. I asked for my guys to let me out. I told my group that I was leaving. I said if you want to stay, that is fine but I was not going to have this waitress treat us like dogs...like animals. I was not asking her for something special. I was asking for basic items that everyone in that restaurant has, so we did not have to sit there and eat like animals. It was very obvious that our waitress did not like me getting the plates and silverware from an open table to make sure my friends could properly eat. On top of that, she did not and was not going to get them for us because I upset her. I don't have to pay to be treated unfair or disrespected. I will not pay to have someone treat me and my friends like dogs. I don't know if my friends stayed or left. Before I left, I talked to the Manager and told her what happened. She said that server never done something like that and that the hostess should have got us plates and silverware at the very beginning. I said, so both of them failed. I told her that when I leave, that they had better go over and take care of my friends...but they will never see me at this location again. Terrible, horrible service! *Update- Talked to my friend last night. They stayed. She said it looked like the waitress and hostess were arguing. The Manager was right. It was the hostesses job to get us the small plates, silverware with napkins; but here is the problem. Texas Roadhouse's internal problems with their personnel doing or not doing their job is none of the customers' business. I don't care whose job it was. Their beef with one another made the customer collateral damage. The fact is the time they spent there arguing, each one of them could have got us those items, but neither one did, and we were the ones that it affected. Get you stuff together Texas Roadhouse. As for my group, we have decided to never go to your establishment again. We will go to the locations in Colonial Heights or Hull Street, where we know that this situation...

Normally, my family and I enjoy Texas Roadhouse... We've been eating here for years. Prior to this visit, during the pandemic, we've placed orders for all five of us, picked-up the food, while staying in our car, and gone home to enjoy a great meal.

Today, however, was a disaster. I ordered online as usual and received an email confirmation. I arrived a few minutes early for pickup but there wasn't anyone outside to check-in with. Note: the parking lot still has the special stalls marked for "pick-up only" parking. I tried calling the number in the email but after a brief message the phone rang for over three minutes with no answer. I put on my mask and went inside...

Another note: I have a senior family member who is immunosuppressed and hasn't left her house since March. While I don't ever deliver her groceries, etc without a mask and I don't go inside to visit I still can't risk getting sick.

Once inside, I explained I ordered online for pick-up. I was told I needed to go the second desk/cashier. Obviously, it wasn't as busy as usual (and I think they made an effort to have most people wait outside) but there were still a lot of guests brushing past each other to be seated and leave. There was nobody at the second register so I had to stand there, in a high traffic location, with about half of the guests not even wearing masks. Stressful, but eventually I was asked my name and was brought my order. I was then told I needed to wait to be checked out as more people crowded through. Since I ordered and paid online that didn't even make sense. The receipt was even stapled to the bag.

I wish I could say I went home and that my husband and I enjoyed our meal... By the time I pulled out of the parking lot twenty minutes had gone by since arriving. I knew the food would be cold but a great steak is still a great steak... Until I opened my container and a fruit-fly flew out. I'm disappointed, hungry, and now I have to find something to make for dinner.

I know not every experience can be perfect but this was bad enough that I can't go back, at least, until the...

Worst place I have ever worked…. Depending on your server… expect your tickets to be dipped in ranch so they don’t know which table to take it to. Expect your food to sit there waiting to be ran while others that just came out get ran immediately. The proprietor - Chris - has been notified of the constant bullying by all staff, including management, multiple employees experience on the daily and always say the culprits will be dealt with. He speaks with them privately in the store office and as soon as they come out, complain that they were spoken to and in some cases, approach who they believe to have said something. My very first day, my manager, VANESSA, told me to ask any questions because of course they would rather you ask questions than make a mistake - however, my first question, involving a manager card approval - her response in a disgusting attitude was “why can’t you ask anyone else”… When I arrived to my 2nd day of training, I asked my FOH manager, STEPHANIE, who I was training with and she replied with, of course, an attitude “I have nothing to do with training. You need to look at your schedule and figure it out”… which the schedule said I was training with TBD… SOUNDS LIKE A MANAGER PROBLEM. These are only 2 examples of the treatment by managers. I felt physically and emotionally anxious to approach them for anythin, ever. After making it through training… I was bullied consistently by desire, shinell(or whatever), Stephanie and Vanessa. I even spoke to Chris once telling him i needed to leave bc my anxiety in that place went through the roof and was too intimidated to tell Vanessa. When I finally walked out of this place… there was a video posted of social media of shinell saying to desire “you finally did it! She quit!”. And then turned it around onto one of the only other servers that ever helped me. I have no idea why this location is a training facility… Multiple servers have left because of their treatment and still no changes have been made. Hopefully they can survive with the 6 people in their...