Texas Roadhouse — Restaurant in Houston

I’ve been to this location several times in the past, but after my experience yesterday, I’m incredibly disappointed with the way me and my family were treated.

I had called ahead to ask about bringing in a large party (we originally had 20 people). I was told they don’t take reservations or waitlist parties over 10 by phone, but I could come in person an hour or so before and get on the waitlist that way. The person on the phone even assured me that I didn’t have to wait there the whole time because they’d have my phone number and could text me when our table was ready. That seemed fair, so I came in around 5:30, like they suggested.

The moment I arrived, I was treated as if I was doing something wrong. The hostess gave me an attitude and made a face when I said it was for 20 people. She went to get a manager, who told me everyone had to be present before we could even be added to the waitlist—completely contradicting what I was told earlier. When I mentioned this, the manager said I had been misinformed and blamed a 16-year-old employee who supposedly gave me the wrong info over the phone. She even said she had already yelled at that employee, which was unnecessary and unprofessional to even mention to a customer.

We adjusted the party size to 16, then eventually 14, just to accommodate their rules and get seated. Despite trying to be cooperative, the staff continued to treat us poorly—hostesses were rude, rolling their eyes, and giving us dirty looks for no reason. One of my cousins finally asked why the attitude, reminding them we were paying customers, not trying to eat for free.

Once we were finally seated, we had two servers. One of them was kind and professional—we made sure to leave a tip just for her. The other one, though, had a terrible attitude from the start. She barely checked on us, gave short and snappy instructions like she didn’t want to deal with us, and then walked off. When we asked the good server if we could leave the tip just for her, she told us that the hostesses and some of the staff don’t like big parties because they “always bring problems.”

That comment honestly summed up our whole experience. It felt like we were being judged and mistreated just because we came as a big group. There was no kindness, no customer service, and absolutely no professionalism from the management. I don’t understand why a family trying to eat together is seen as a problem, but that’s how they made us feel.

We won’t be returning to this...

First of all, William you were amazing and went way out of your way to take care of us. Way to treat the customer with the upmost priority. Truely GOAT of a waiter.

But…..

Dear Heather, I am writing to formally express my disappointment and frustration regarding an unpleasant experience at your Kingwood Location.

Upon arriving at the restaurant, my party and I were seated and served drinks by the staff without any indication of an issue. However, shortly afterward, a manager approached us and instructed us to “go back on the waitlist,” despite the fact that we had already been seated and she stated that there was a huge waitlist because we took up multiple tables. Upon observing for several minutes we noticed the table had not been occupied. So we joined the virtual waitlist and were instantly seated in the table we were already seated in. This directive was not only confusing and disruptive, but also deeply unprofessional.

We were treated as if we had bypassed procedure, when in fact we had simply followed the direction of your staff. Being asked to leave our table after already being served was both embarrassing and discourteous. There was no clear explanation or apology provided, and the overall tone and handling of the situation lacked the hospitality and professionalism one would expect from an establishment like Texas Roadhouse. As a manager you should know your guest are number one. I’m sure who ever is head of you would of been upset to here a party of 12 was being forced to leave and join a waitlist after already being seated for 20 minutes and had drinks and appetizers already. Your solution to bill us out for what we had received then make us wait really left a bad taste in our mouths. Even after the situation you couldn’t come and apologize to us!!

We would appreciate an explanation for this incident and what steps are being taken to ensure future guests are not subjected to similar treatment. We believe in holding businesses accountable not just for their food and service, but for how customers are treated during their dining experience.

Thank you for taking the time to address this matter. I look forward to your prompt response.

As of right now if you are a party of 10+ do not come to this establishment because they cant accommodate more than that...

Worst experience ever!!! My husband and I have frequent this establishment in the past and we have had wonderful service, but on Sunday 5/28, was the worst we have ever experienced!! We walked in (with our party of 6 & a baby) now usually they have asked us if we wanted to order our steak passing the view window, well they didn’t indicating that the server will assist us with this. Well my husband and I both choose our steak when we passed the window and inform each other. We went to our seat, I believe Blaine was our server that particular day. He did not ask us until I had informed that we wanted to pick out our own steak and he took us. Upon reaching the window my husband realized that the steak he originally wanted had already been chosen, I asked the hostess who had us waiting there in the front for a few minutes before acknowledging us if we were ready, I told her that my husband wanted the steak that had already been chosen so if they had other 16oz ribeyes that he might be able to choose from, that’s were the situation got worse, she informed us that those were the only steaks and that he HAD TO CHOOSE FROM THERE!! Well my husband simply told me that he would choose something else from the menu and for me to simply get my steak. I mean just plain horrible customer service. Like it was an issue that she had to actually do her job. My husband was so upset that he actually paid for our meals in full and walked out the establishment and waited in the truck. They made us feel like it was our fault for choosing to eat there and making them so there job. I spoke to a manager which I informed her on the whole situation and she informed me that what the lady had told us was incorrect and that if I wanted to ask my husband to come back inside she would take out more 16oz ribeyes for him to choose from. I called my husband and informed him and his simple response was that this restaurant will never again get my money. They made him feel like his money wasn’t green and that it was his fault that he even chose the restaurant. That lady in the front ruined ruined ruined one of the best restaurants that we have actually...