Texas Roadhouse — Restaurant in Gleneagle

My family and I go to this Texas Roadhouse in monument quite frequently. We have always had a good experience. Tonight was the worst service we have had at any restaurant! Zoey our server was awful! This was my in laws first time at the Texas Roadhouse. She took our drink orders and put them on the table and we had to pass them out and didn’t know which soda belonged to whom. She snapped at my father in-law because he said he didn’t get his. I was embarrassed. She wanted our dinner orders. My in-laws were trying to understand the menu. When we said we needed a little more time she rolled her eyes and then left. She didn’t return for about 15 minutes. When my mother in-law was trying to order Zoey snapped at her and said she needed to know the sides. My mother in-law didn’t understand she needed to have extra sides. The server then put her finger on the menu and tapped her finger on it and said you need two sides. My mother in-law was flustered. It was embarrassing. I felt like She was annoyed at my in-laws because they didn’t know the menu as it was their first time at a Texas Roadhouse. She was irritated that they had to take time to look at. She wanted our order immediately and when they weren’t able to do that she rolled her eyes shrugged her shoulders and said ok and walked away and didn’t come back for 15 minutes. She came and roughly put down drinks we didn’t know which drink belonged to who. My father in-law asked about his drink because he did not get one. She snapped and said it would be coming. The order came and she gave people the wrong plates and when we didn’t have one side she took it off another plate and told me this is your order. I said this isn’t my order. I ordered a steak. She then said she would go see what happened. She said that my meal was delivered to another table and they were making me another meal, but that I would get it a little later. Then a lady came out and said she had it. The steak was clearly not mine and I said it was ok I would go ahead and cancel my order. People don’t like to eat alone. When we got the paper bill she did show me they took my meal off the ticket. It was awful! Everyone was embarrassed. She never returned. I had to go find someone to get us to-go-boxes. A nice person who cleans tables helped find some. I wish I would have gotten his name. I gave a $15 dollar tip. I should have never given her this much. When we go back if I see Zoey is our server I will say we need a different server. I will not ever take new guests again! Not ever! It was awful and embarrasing to watch my in-laws fluster and struggle with their order. You might be wondering how do I know her name, it was written on a napkin that was slammed down. They have always had good service so I was shocked by this lack of service. No management came by like they usually do. I’m wondering if...

I just had the worst experience with the staff. I was told to seat myself at a high top table. I was asked to move by a wait staff, but it came across malicious and criminal. I was corrected that a high top was the bar. I did not want to sit at the bar, awkward to eat there. And, don’t correct me about what a bar is or a high top table. Just rude overall. I also had 4 finished plates to maneuver around, at the bar. I will not repeat this type of treatment. Response to Roadhouse: I was asked to reach out to the Roadhouse team at the provided link. The link is strictly the home page for Roadhouse. I do not see a location for contacting your team about my intolerable treatment. If you are serious about attempting to correct your customer service, then please be more specific about who to contact and how to contact them.

I had just traveled to Monument, CO to escape the carnage of hurricane Helene in western NC, the area is decimated. Mile long gas lines, restricted grocery store access, power outage, water outage, all services restricted to cash transactions, roads and homes and businesses are irreparably flooded or washed away entirely, etc. All I wanted was to sit down at a table, have a good meal, and possibly have someone momentarily take care of me. Instead, I was berated into sitting at the bar. Comments to me were associated with… "I had to set plates on that table...", "Do you think you can just stroll in here and sit where you want?" Never once did she ask me any question, only attempted to humiliate me.

I would suggest a training program that addresses how to treat your customers. If someone looks lost or is not in a good location for the staff, then offer to help them. We are just looking for a good meal, some respite, and somewhat decent treatment. A possibly better interaction may have included... "I'm sorry for the confusion, but there currently is no staff available to serve this table. May I seat you at another table? Or, if you prefer, you are welcome to seat yourself...

Watch out for falsely inflated prices when your bill arrives. This is one of two locations I've eaten at. At both locations, the printed menu on the table does not list drink prices for what my family drinks (soft drinks and lemonades). However, the "ziosk" on the table provides a QR code to pull up the specific restaurant's personalized (right down to their street address) menu on your device. This online menu clearly states prices for these drinks. Pay attention when your bill arrives... every time, each drink on our order is mysteriously invoiced at a dollar and forty cents more than stated in the restaurant's menu as linked from their own "ziosk." As if this is not enough of an insult, every single time I point out to my wait staff that I'm happy to pay the stated price on the menu but not the artificially inflated price on the bill, a manager is called over, who consistently declares this is not their fault (it's what, the customer's?) (the manager always states "it's corporate's fault") (I'm sorry, the location manager has no responsibility for the menu provided on their own tabletop device? Give me a break.) and they place a credit on the bill for less than the difference. Every time! What an insult! The excuse for this is always different; today it was, "I'm not very good at math, ha ha, so I've just put this (erroneous) credit on your bill!" How does one become a manager here without the skills to use the calculator we all carry on our phones? So the manager inevitably needs to go back to their register to apply the appropriate credit when I continue to refuse to pay more than the stated menu price. I've now experienced this exact same ritual enough times to realize it's clearly got to be a codified business practice which can only be meant to defraud customers. They've simply had too many opportunities to correct the issue from my personal experiences, if not many others. Sorry to say I cannot support this business any longer. Sadly another case of buyer beware, big business is all too eager to take advantage...