Texas Roadhouse — Restaurant in Grand Prairie

I am writing to express my extreme disappointment regarding the treatment my family and I received at your restaurant this past Sunday afternoon.

We had a reservation for 9 people at 6:10 PM. When we arrived, 7 of us were there, and my dad simply went to ask if we could be seated while waiting for the other two to arrive. The manager he spoke with responded with a nasty and uncalled for attitude, raising her voice at him when he was only asking a question.

When the other two guests arrived, my dad went to let the hostess know that our entire party was present. At that point, we were informed that because we were 11 minutes past our reservation time, we had been removed from the waitlist. She stated that the cutoff time was 10 minutes. However, no one informed us of this policy when we checked in or while we were waiting.

My dad asked to speak with the manager, not realizing it was the same person who had previously yelled at him. She then turned around and started yelling at him again, saying we would now have to wait until a table opened up. Her tone was completely unprofessional and disrespectful. My sister stepped in to ask why we were removed for being just one minute late, and the manager continued to raise her voice, repeating that we would just have to wait.

When we were finally seated, the table area was extremely dirty, with lots of food and trash on the floor around us. Despite this, we tried to remain positive and enjoy our meal.

I do want to mention that our waiter was wonderful. He was very attentive and polite, and despite everything that happened before being seated, he made sure we were taken care of. He did nothing wrong and we made sure to leave him a $50+ tip for his great service.

However, I am still deeply upset about the way we were treated by the manager. I am currently pregnant, and seeing my dad being yelled at like that filled me with rage and stress. It was extremely humiliating, the entire restaurant was watching as she yelled at us. To make matters worse, we could hear staff talking about us and laughing, which was unprofessional and unacceptable.

Additionally, after all this, I ended up feeling sick from what I ate later that evening.

This experience was completely disheartening. No customer should be treated in this way. We were paying guests simply trying to have a family dinner, and instead we were met with hostility, poor cleanliness, and public embarrassment. I hope you address this behavior with the staff, ensure better communication about policies, and maintain higher cleanliness standards to avoid situations like this...

I just want to be honest and say tonight’s experience at this Texas Roadhouse location was extremely disappointing. I’ve always had great experiences with Texas Roadhouse, so I really didn’t expect this one to go how it did.

From the start, it felt off. We were overlooked when it came to seating we sat waiting while people who came in after us were seated first. I understand there were large groups and things might’ve been hectic and could’ve messed up the rotation but it still didn’t feel right. Hosts were not empathetic at all when we pointed out how we had literally been waiting nearly an hr and other people being seating prior to us… It definitely threw the whole experience off.

Then, once we finally got seated, the service and food just didn’t meet the standard. Our waitress informed us not to order certain things because “the kitchen starts slacking off” around a certain time and food won’t be cooked properly. That’s not something a paying customer should ever have to hear but we overlooked it and felt rushed to order so we wouldn’t get the short end of the stick.

I ordered two ribeyes medium well both came out dry, overcooked, and not seasoned. The sirloin was cooked correctly but had no flavor at all. My child literally took one bite and spit it out. We had asked for rolls when our food came out and was told they would be right back (not our waitress) 20-30mins went by and we asked our waitress this time and she stated there were NO MORE ROLLS! That was the one thing we had left to look forward to🤦🏾‍♀️ The appetizers and sides were also barely warm, which made everything worse. I truly was not expecting the local roadhouse to be like this if I had knew we definitely would have went elsewhere. We were just so excited to be in town to relive memories and have a good time we didn’t think we would have a negative experience. This is really unbelievable!

By the time our food came out, they were close to closing, so I didn’t make a scene, but honestly, the whole situation was disappointing. The time of night shouldn’t matter if the restaurant is open within functioning business hours customers should get the same level of service and quality as anyone else earlier in the evening. If it ever came a time where quality and service is not up to par stop accepting customers at a certain time or something. I would rather do that opposed to wasting money, and having a bad dining experience.

I really hope this feedback is taken seriously, because I’ve always loved Texas Roadhouse and would hate to think this is becoming the norm. Please do better, because...

First, our waiter was great and very attentive. Kept our glasses full. Can’t say enough about Conner/Konner (spelling?). Second, we LOVE TRH. We go to the one in Mansfield regularly and sometimes GP depending on where we’re at. We’re not new to the loud music, etc. What we ARE new to is what I experienced in the bathroom this visit tonight. Call me old school, but when customers are waiting in a line to use the restroom, employees aren’t to be spending their breaks in the stalls (including the handicap) on their phones (I could see the shadow of a phone in her hands on the floor clearly of the girl in the handicap stall.) Why would I look for that, you might wonder? Well, after waiting for over TEN MINUTES to pee, you might try to figure out what you was taking the ladies so long to do their business and get out so the customers could use it, too. I did let 2 employees go ahead of me assuming both would be fairly quick to get back to work (I even said that they’d be in more of rush than I would to get back to their tables), not knowing that one of them would need longer (understandable!), and the other (clearly NOT handicap who “didn’t like the middle stall” and didn’t want to be there) would be on her phone the entire time I was in there. The first 10 minutes I waited for a stall, 2 of the 3 were in use. The other stall against the wall had a THIRD employee in it…doing what? Not 100% sure, but she wasn’t doing anything that left a trace of odor, because I directly went in after her, and I’d known if she had. She walked out of the stall yawning. I’m sorry, but you don’t YAWN if you were in there doing your business and getting out. You would if you were watching videos as I clearly heard over the music, and suddenly didn’t hear as songs came to an end. They knew the timing of the songs. Ya know, ladies restrooms are often crowded, have a line, etc. But all I gotta say is: Please have some consideration of others, don’t use the handicap unless it’s the one next available, and PLEASE don’t use the restroom as a break room. I’m glad no one who was indeed handicap was in there because she was still in that stall as I left. Not an odor to detect with her phone shadow. It took me 15 MINUTES total when it should’ve only taken me 3-5 TOPS with 3 perfectly good, working stalls. We used to love GP’s location, but this was a first and left a really bad taste in my mouth. And our food was great aside from some over-baked rolls. Perhaps some training to go sit in their cars, find somewhere else to sit, etc. for breaks would...