Texas Roadhouse — Restaurant in Jacksonville

We stopped in (on a Monday) because we were taking our son to the airport plus meeting my parents who were also going to the airport. We chose Roadhouse because it was close and they are most always consistent with service and quality no matter which state you are in. This time not so much. IT WAS HORRIBLE!

It took a while for the server, Allison I believe, to come for our drink order and when she did, my wife asked for a strawberry margarita, rocks, no rim. The server then asked “frozen or rocks?” We repeated “rocks, with no rim”. The server then asked “salt or sugar on the rim?” By then I’m in disbelief that it was that difficult to make one drink order so I just ordered tea!

We all got our drinks except for the margarita. The appetizer came but still no margarita. The salads arrived NOT as ordered and as you may have guessed, still no margarita.

When she finally arrived with the margarita, it was frozen!. Before she sat it down, I said to her that it was supposed to be on the rocks, not frozen. The server rolled her eyes and walked away. She later arrived with the proper order. It tasted like strawberry lemonade with no tequila. By this time we all could have used some tequila!!

When the food order arrived, much later that the folks who sat after us had already received their food, she sat the tray down, picked up a plate while studying her paper list then sat the plate back on the tray as if she wasn’t sure who had ordered it. I said that one goes here in the corner to my son and she replied, “I’m perfectly capable of reading my list sir!” I took a deep breath and kept quiet. My dad made a comment to me about her rudeness along with my wife. I said yes, that seemed odd and uncalled for.

The food was good at least but my mom’s steak was room temperature and my wife’s food did not get delivered. A few minutes later, I assume it was the floor manager was making rounds and asked if everything was ok. I said I think our server is struggling tonight and told her the story of our wrong orders, cold steak, my wife’s missing food order and the disrespectful comment from our server. She apologized and made an excuse that the server has turrets and that may be the issue. Well, maybe she is not cut out for this line of work I thought to myself.

A few minutes later the server walks up rapidly and makes an obvious forced apology and when I did not say anything she walked off saying something else that I could not make out but her tone did not sound friendly if you get my drift.

She did not return to the table at all and the presumed floor manager came to close us out as if nothing ever happened. Hopefully no one else has to experience this horrible service at this Roadhouse...

If I could give it no stars I would. Me and my family will not be back very disappointed how we were treated on my daughters 20th bday. My husband and I got there early to put name in AND give them cookie cake and candles and asked girls at desk to give the cake and candles to whom ever was gonna wait on us to bring cookie cake and candles to my daughter faith in the middle of girls after we eat and do their bday thing to her. Well we were done eating and sitting there waiting and my other daughter and I was like omg what's taking so long for waitress to bring cake???? So I acted like I was going to bathroom and found waitress and asked her did they tell you it was my daughters bday we brought small cookie cake and candles for you to bring after we eat? SHE said NO I didn't know? OMG I said we been waiting she said she would ask? So while later she come with cookie cake and candles in bag I gave no lit candles?? She and 1 other girl did horse thing thats it? Well there was a bday person like 30 min before my daughter Faith that had a lot of waiters and loud? but my daughter got 2 people on horse quick was BS? And I had to give her cake and candles??? Wow this ruined the Bday surprise my husband and I and other daughters were upset that it was a failure? She was a little upset to? Not to mention they messed up my husbands dinner and we were nice and they gave him another beef tips and still had onions? So after daughters left we went to girls talking at desk asked who's the manager they said they were. I told them what happened and it ruined the bday surprise and we won't be back we were very upset. I asked whos above you and she said I am her name JoJo? She only said sorry and hope you come back? I said its too upsetting to ruin a Bday surprise what are you gonna do for us? She just said we are sorry and hope we come back?? That is horrible customer service? Didn't say ok I will give you a free desert appetizer NOTHING?? I said well we won't be back because you aren't doing anything to want us back? She went for her phone and the other manager with glasses was just staring at me and I said thanks for nothing and me and husband walked out??? She is a horrible unprofessional manager and did not have good customer service a joke? They do not deserve their positions very bad service and unprofessional? WE own a business and we will spread the word sorry! O and by the way this happened to my husbands bday while back ago and we gave another chance cause my 20 yr old daughter likes it and was a...

It was an absolutely terrible experience.

It started at check-in when we approached the host/hostess desk. Apparently, it was a manager who greeted us (I should say, snarled at us) and told us to turn around and go back to the person checking people in. When we asked where that was, she increased her rudeness and just pointed and said “out there.”

Once we figured out where she was directing us to, the woman who took our bar was extremely pleasant and kind. She even called another manager to tell her what had happened. The manager spoke to us and we were good.

Good until we got our booth i should say…..

When they took us to our booth and as we passed the host/hostess station, the rude manager turned to her colleagues and said “Here comes my trouble customers.” Naturally, we ignored the immature comments and just continued on.

When we got to the booth, it was absolutely filthy. There was garbage and food all underneath the table. You could tell there was a family there before us as on the floor there was an apple juice box with have of its contents spilled on the floor. A number of steak fries, some meat and other miscellaneous items. It was like we would be placing our feet in a garbage bag. No exaggeration.

We asked that the floor be cleaned up prior to sitting down. The kid did his best to sweep it but the puddle of apple juice still remained but was now spread out over the entire floor. We bit the bullet and knew it wasn’t going to get any better so we just sat down.

The waitress was nice but again, forgot things on the order. The food was just okay. We live Texas Roadhouse and eat at the one by Town Center often but we were just coming from the airport and were staving.

Unfortunately, we will never go back to this location as there is no leadership at this location. During our time there, I observed a number of items that must be addressed in order to be successful. Step number one would be to remove managers (round apple face with pony tail) from you staff setting bad examples and quite frankly not really adding any value to your company.

As an individual who owned two successful restaurants prior to retirement, I know how hard it is to run a successful operation and I know not everyone in the place is like that manager. However, that night was terrible and having a franchise with name recognition will only get you so far. Eventually, the lack of service and quality will come back...