Texas Roadhouse — Restaurant in Greensboro

Very disappointed last night. This is our “go to” restaurant about twice a month. Lately food has been overcooked, making it dry and tough. This was true of bbq chicken a month ago and last night’s filet mignon. They offered to cook another barbecue chicken for me which is what they did. I took a bite or two of it and we brought the rest of it home for leftovers. I ended up throwing it out because it was also tough and overcooked.

We always share a steak. Last night we ordered a medium filet but got well done, no pink, not juicy, dry and barely any flavor. When the server finally checked on us I asked for a manager. But when she came she totally mishandled the situation. I showed her that the steak was overcooked. There was no concern or apology. She agreed it was overcooked but didn’t want to do anything about it. I was shocked because in the past managers have been cordial and asked whether we wanted another steak or a coupon for one on a future visit. Anyway, she proceeded to argue with me which truly ruined our evening. She said we had already taken 4 bites. That was interesting because I’ve never had a manager tell me what the criteria is for replacing an entrée. Keep in mind that my husband and I had split the steak. So I didn’t know if she was just looking at the half on one plate, not realizing that we had shared the steak so I took the chunk that was on my plate and put it in the same plate with my husband’s. It was obvious that four bites had not been taken out of that one steak. She still wanted to argue and do nothing about it. I told her we spend a lot of money there, including about three margaritas on every visit. I am sure they have high profit margin too. I never demanded another steak or even what the compensation should be. I just expected her to make it right. Finally, without saying a word she picked up the plate with the steak and my husband’s half of the baked potato and marched off with it. So we didn’t know if she was cooking another one or not. We had eaten so little that I was hoping that’s what they were doing. After a very long time, guessing about 15-20 minutes, a different manager came to the table but with a coupon rather than any food. We essentially had no entree for dinner. The male manager discounted our meal and gave us a coupon for an entree on the next visit. Given our experience I’d say that was fair compensation, even though it doesn’t make up for the way it was handled by the rude female manager. It ruined our evening. We live half way between the Battleground location and the one in High Point. We’ll be going to High Point one for a while.

The female manager needs more training on how to handle customer complaints. Listen, acknowledge, apologize and offer something to make it right. In some cases it may be something as small as a free dessert. But most importantly, never never argue with a customer.

Update: Guest Relations called me just 3 days later. I think his name was Donnie. Very nice. He wanted to hear my story and make sure to win back our patronage. I really appreciated the call and compensation we received. It truly does help. It wasn’t as much about the steak, (it happens) it was the mishandling of it that was so unpleasant. And I believe the young lady may receive some...

Arrived and waited which was decent for a Sunday estimate 35min and party of 9 table was ready. Waiter greeted took drink orders and returned with rolls for a group of 8. Uhmm where is the 9th roll… This was the same upon each roll refill only 8 each time. Brings back 9 drinks, 8 glasses and 1 kids cup, passes out 3 drinks positions remaining tray on tiny full table and the remaining 6 glasses of drinks splashed on my adult nephew’s chest and lap. We are already like sardines at a booth with a little table pulled up on the end to sit 3 adults since our group of 9 offered no adequate seating. Apparently, this is what they do here. Anyway the drinks and broken glass are all over my nephew he slides back drenched with tons of eyes staring meanwhile, my feet are soaked in drinks and getting cold. After about 4 people hustled to clear the spill we proceeded to appear content at our sardine booth/table trying not make the waiter feel horrific about the incident. She was young and polite but ma’am why try to tuck all those drinks on a tiny table, and why are you bringing 9 people 8 rolls. Anyway food arrived steaks are cooked WRONG. My sister ordered well done and got a pink steak it was more Rare than medium rare but should have been well done. My mom ordered medium rare and got an over cooked ribeye I ordered medium well and got a brown well done serving as well! Of course we don’t send it back out of fear of what could happen in the kitchen to a returning order. Tickets come party of 9 split 3 separate bills the waiter presents that my nephew’s meal was covered by the manager. I’m thinking duh ma’am but what should have happened was a personal conversation with the manager to him to say ahead of time sir we will cover your meal or even a $gift card to say thanks for not storming out. His bill was only $29.99 plus a 2.99 drink, do better Texas Roadhouse. I sat and ate with wet cold feet and the only thing I could do was not leave a tip, as I paid the tab for my family of 5. My husband said we shouldn’t have come in the first place so that’s what I get was my thought. My mom pays her tab which was decent only because she was going to cover my nephew on her ticket but that was picked up by the manager. Yet my moms should have been adjusted for an overcooked steak smh! My sister and her daughter covered their ticket which was still unjustifiable for a pink steak that you ordered well done. Moral of the story I won’t be back it was Horrible how things went and the lack of resolve for the situations that took place. This story was long but not everything… The family bathroom had No Soap the floor was wet and gross. We entered after an employee came out and guess what he didn’t use to WASH his hands….Soap, because there was no soap dispenser in the empty case!!! I had to use hand sanitizer with water for my daughter and myself. My tip is Do Better Texas Roadhouse ! We should have gone to...

Edited on 12-26-2023: please update your hours on google. little disappointing when you go to order a drink at “9:37” and are told no because you closed at 9:30, which I saw on the front door on my way out but had only checked google prior to coming in side door. Also would not have come in 15 minutes before closing since I know how annoying that is. Always best to do a last call with your tables/guests though regardless.

Review from 5 months ago: I’ll start out with the positives, my steak was cooked perfectly and was delicious, as was my sons. Our server was delightful and none of my following complaints are at any fault of hers. Many of these are small and I wouldn’t care if it were just one or two, I work in a nearby restaurant and am very understanding over all. To start, I did the call ahead to join the wait list. I was told 30-45 minutes, I arrived 25 minutes later and checked in and was told 30-45 minutes, not a huge deal, tables aren’t getting up as quickly as expected that’s fine. When we do get seated I was pleasantly surprised we got a relatively quiet corner which I would have loved, the hostess came back pretty quickly and apologized but that there wasn’t a server for that table so we were moved. Not a huge deal, however if you sat a guest at that table I would think it would make more sense to find a server to take care of us versus having the guests move, however I don’t know how y’all’s sections are etc so once again was not a big deal at all. Upon getting settled I discovered two out of our three rolls of silverware were dirty, and I don’t mean a little dirty, I mean they were covered in grease with pieces of food stuck to them. Our server was VERY nice about it and got us clean silverware. I had ordered a garden salad to have before my entree however only my daughters Caesar salad came out, my salad ended up coming out a little while after our entrees had arrived. Once again, not big problem. For dessert my son ordered the cheesecake, I ordered the apple pie with extra ice cream because my daughter only wanted ice cream, I suppose I should have ordered the ice cream on the side but when it was brought out the ice cream was so melted it was foamy….. see attached picture. I really should have said something to have at least had the pie taken off the bill as it was nearly inedible and that’s my own fault I didn’t. As I said, each of these issues on their own are not a big deal, however all of them collectively just was a bit much. Just wanted to leave the review so management is aware of some...