Texas Roadhouse — Restaurant in Gurnee

Had a remarkably uncomfortable and unenjoyable dinner at the Texas Roadhouse in Gurnee last night on Father’s Day. All thanks to our waitress “Selena”. Approximately 7:45pm after the wait, and additional 10 minutes standing next to the hostess booth after confirmation that we were ready to be seated (not an issue, we knew it would be understandably busy). Hostess was very nice by the way.

We rarely say anything when there’s an issue, and just hope for a better experience next time. However, this dinner was exceptionally bad. Each time a mistake on our order was made (wrong drink, full portion of salad instead of a side, bowl of chili instead of cup, almost inedible Ribeye (tough, very fatty, and lacked flavor), loaded baked potato visibly completely covered in salt - like crazy amount of salt) we either didn’t say anything at all due to our waitresses’s couldn’t care less demeanor, or kindly mentioned it to her. When we said something about the salad portion (not enough space to eat it on our 2 person table), her reaction was nonchalant (blank stare, delayed reaction, monotone) that made us uncomfortable. She just looked at us as if we annoyed her for even saying anything. We said “it’s okay, thank you”. She stated “okay”, walked off, came back moments later and stated that her manager removed the difference in cost between the side and full portion, and “so (we) don’t have to worry about paying that amount”… ??? We said “thank you”, and left it at that. Potentially paying an additional cost wasn’t an issue, so weren’t “worrying” about it, it was just simply wrong. Again, there was literally not enough room on the table for more than 2 large plates. She then brought out the 2 main course entrees and we scrambled to lift up plates for additional room. She said nothing, as we handed her any empty dish to spare space. It was ridiculous.

Each time she left the table we exchanged a “um what just happened?” look across the table.

The most odd and rude moment was when she came over to watch us pay with a gift card, entering tip and all. We let her know in the nicenst way “we got it, it went through”. She then asked for the card, and walked off to the side area with it -weird, because why?-. Came back to the table and all she stated was “it went through”, and handed us back the gift card. Whaaaat??? We already confirmed it went through. Which led us to believe she either thought we were trying to pull a fast one or she wanted to know what her tip was.

I wish I would have taken a picture of all the napkins and garbage left at the front of our table as we were seated. Why would they not sweep up the area prior to having guests seated? Had it been back in the day, peanut shells is one thing, garbage? - Absolutely not.

Next time, we’ll just make the longer drive to Wisconsin where we have never had any issues, all these years we’ve been going to Texas Roadhouse. $78+ dinner, plus a 25% tip, for another bad dinner at this location. Our first dinner at this location a couple months ago was bad due to cramped seating and a rude waitress, but we thought it may have been because it was newly opened.

Thanks for ruining what could have been a nice...

I love Texas Roadhouse but my 1st and last experience at this Gurnee franchise location was unpleasant and negative to say the least! I called the location to try and order ahead and the so-called “manager” didn’t know how to order a specialty cut. So I went in person to place a to go order and the children working at the “To Go” station didn’t know how to order the specialty cut either. I requested assistance from a manager and one of the children rolled her eyes. The manager/owner (Jaime) came to the front and I let him know that I’m trying to order a specialty cut and the child that rolled her eyes made a smart comment and did not stay in a child’s place, so I obliged her and treated her like an adult with adult tone and words! The manager tried to intervene and say she’s a child. I don’t see how that relevant, but I reminded him that if you are going to hire children and place them in front to work with people of all ages THEN these children need to know how to stay in a child’s place and to be professional if they are working in a professional setting/environment! His reply was, “We are “human beings”, so I guess I am an alien and not human being as well. Nevertheless, I didn’t see his point and let him know that so I’m an adult and I don’t work there so I can say what I want; therefore, since the child wants to act like an adult I returned the same energy she gave me and if she didn’t want that energy then she should’ve have given it! If you can’t take it then don’t dish it out! The child wrote a check she couldn’t cash and I was the bank! Point blank and periodt! That should’ve been the end of it but I continued my order and paid. Upon my return I reminded Jaime that he needs to educate the children he hired to value and appreciate customer service. He said he would address it asap; however, I have no confidence it was done. In fact, I think it was his child that rolled her eyes and acted like a brat. As the owner, he offered excuses for her attitude. No apology and nothing for my inconvenience for being on the receiving end of her behavior and poor attitude especially since I’m the customer and the child is the employee plus it’s his negligence for not training anyone else to place orders for specialty cut steaks that are displayed in the meat case at the Gurnee location for all customers to see! Why display if we can’t order it?! In essence, I’ll stick to, and HIGHLY RECOMMEND, going to the Kenosha or Racine WI locations and will forego this location even though it’s closer to my residence. I’d rather drive further to be treated well and appreciated then encounter attitudes from employed children or employees who don’t want to be at work to work and deal with managers that won’t take accountability for their poor training and their employee’s negative behavior, attitudes, and overall incompetence! Save yourself the aggravation, lack of appreciation/customer service, and inevitable poor experience and go to a different restaurant...

My husband and I were excited to try this new location, we were sitting at table 222. The food was good and better than our previous experiences at the Kenosha location, but we were very disappointed with the service. Our server was not attentive and came to the table a total of 2 times throughout our whole meal. We both ordered Caesar salads and as they were being dropped off we attempted to ask for silver ware, but the person who delivered them to us quickly walked away after handing them to us. We sat staring at our salads hungrily for about 15 minutes. We attempted to grab anybody’s attention to ask for silverware but not a single person walked past us until my husband asked the server of the table behind us, and he kindly grabbed us some. Before we received the cutlery, our server delivered our food, and finally asked if we needed anything else. We mentioned that the other server was going to grab us silverware, to which she coldly replied “ok” and walked away. Again she didn’t check on us at all even after getting our entrees. My husband had to grab her attention from the other table that she was sitting and chatting with her friends in order to get another drink. We are both servers, and generally never complain, but we figured this experience was worth mentioning. We will be back in hopes the next time is...