Texas Roadhouse — Restaurant in Las Cruces

Very recently, my family and I had the pleasure of dining at Texas Roadhouse in Las Cruces, New Mexico. I feel compelled to point out and mention that our experience here was nothing short of awesome and the service presented to us was nothing short of phenomenal. Never in my life, have I ever frequented an establishment that employed such overwhelming friendliness in the extreme. If Google would allow me, I would have gladly awarded this place more stars in my review.

I am uncertain if the company is reeling from the effects of being closed so long due to the COVID-19 pandemic by trying to appease as many potential customers as possible, or if they are actively scouring and searching the community for the most competent, friendly and hard working people they can find to fill their positions, or if Texas Roadhouse is just naturally assuaging and gratifying in their business practices, but I can tell you, that the degree of service my family received was arguably the most delightful we have ever witnessed.

Our waiter, David, simply put, went above and beyond in demonstrating patience, willingness to assist us, and did so with a humorous attitude and congenial personality. In every facet, he was very astute, attentive and helpful. His ability and eagerness to provide us with service was simply both amazing and astonishing. I can assure you, because of this individual, our dining needs were met, and our desires as patrons were fulfilled. He truly managed to brighten our day. David treated both me and my family far better than we deserve and he did everything imaginable to make us feel both welcome and worthy as customers, and because of his efforts, we left pleased and content with our dining experience. He is a true asset to the staff of Texas Roadhouse.

Even though the restaurant was as busy at it could be, David, as well as the remainder of the waiting staff, managed to please not only our party, but I am certain that others frequenting this establishment also shared a similar experience. Our glasses were never empty, the food was prepared perfectly to our specifications, and the degree of attentiveness was most impressive and extraordinary. Never has a restaurant treated me with such a level of friendliness and amity that in my opinion would rival any business when it comes to customer service. The staff at Texas Roadhouse essentially catered to our every need.

I think what impressed us the most, was the way the staff went out of their way to make us feel appreciated, and the way that they expressed their gratitude for our patronage. As we were leaving the restaurant, every single employee we encountered while walking from our table to the exit, took the time to express their thanks to us, and bid us a pleasant afternoon.

As a family, we have previously dined at this restaurant in the past; however, in light of this recent experience, I believe that we will definitely have to frequent this establishment more often when deciding to dine-out. As far as we are concerned, they definitely gained a...

Texas Roadhouse has great food.

Their service, however, has something to be desired:

I ordered one of their delicious ribeye (highly recommended).

About half way through the meal, I was feeling full and had casually noticed that my medium-rare order was too done.

I alerted the waitress to the state of my steak. After stating something I couldn't hear because of the noisy atmosphere, she quickly left and returned with an empty plate, instructing me to place the steak on it. I assumed she wanted to show the cook, possibly to provide feedback to the kitchen. No problem, I was done with it anyway.

A floor manager returned with my steak and proceeded to interrogate me, yelling over the noisy atmosphere, about why I had not promptly alerted the waitress to the error in preparation. Mildly confused, I answered that the waitress was not in the immediate vicinity and I had been hungry enough to not notice or care. He then exclaimed that "this was not acceptable," that his manager would not be satisfied by the situation, demanding that I promptly inform staff in the future of anything like that should happen again! Very confused, I shrugged my shoulders and agreed to the ridiculous admonishment.

As my dinner party and I were finishing up, a second manager, presumably the lead, arrived with a new steak, placed it in front of me and brazenly demanded I confirm the steak was cooked to "satisfaction." Now, totally confused, I cut into the meat, confirmed it was cooked medium rare, and requested the check. I could only assume they took quality control very seriously and none of this unprofessional display was intended toward me.

This manager asked if I needed a box for the steak she was now forcing upon me. I desperately agreed just to exit the bizarre, hostile, interaction. She then proceeded to place a styrofoam box on the table, pushed me through a brisk explanation of the table point-of-sale machine, demanded my credit card (to which I refused) and then hovered over the table in a furtive posture meant to hasten my departure.

It was only in the parking lot that my friend and I processed this sequence of interactions. They had been too focused on their public lambasting of me to simply confirm anything with me. Instead of communicating like a human being, a series of floor managers felt it appropriate to lecture and berate me, over a situation that didn't exist, in front of at least 20 other guests.

Lesson 101 in hospitality: stay calm, don't make assumptions, ask questions, listen to answers, THEN decide on a solution. Do not start a solution that isn't needed and blame the inconvenience on the customer.

To summarize: Texas Roadhouse gave me a free, extra, $30 steak that I didn't ask for, complained the entire time without explanation or clarifying questions, and never thought to confirm anything with me. If it weren't so bizarre and annoying, it...

Went to eat there last Friday night and the experience was less than desirable. We love going there but that night was rough. We went after long day at work and were looking forward to cold beer and great food like usual. We got our beer and it wasn't really that cold which was disappointing. We ordered food and got a second beer but was pretty much like the first. We were having a good time and conversation that we hadn't really noticed the time just that we hadn't gotten our food yet. We only noticed because the group next to us at the bar got their food and they ordered way after us. It was fairly busy so we didn't want to make a big deal of it. The taller head bartender said our food should be out shortly so we continued to wait. As we realized it was almost an hour we asked the shorter bartender who had taken our order how much longer it would be. She kinda gave us a little attitude and said I don't know how long the kitchen is backed up. We were we have been waiting a long time could you try to find out. She semi rolled her eyes and went to see. Our food came out shortly after but the steaks got mixed up with the sides so me and my friend just switched the steaks. She had ordered mashed potatoes as her second side but were told there was still a wait on that. Once again no time frame how long. We start to eat and our sides were lukewarm at best. By now we are fairly annoyed but I manage at another restaurant in town and know sometimes things happen. Someone calling in or something so didn't want to complain. My friend was having more issues with her order than I was so we finally asked the shorter girl to get a manager. He comes and we tell him our issues and he offers to remake. We were on a time limit and pretty much over the whole thing so we asked if he could just take the food off we would pay for the beers. When the bartender finally realized how upset we were she finally apologized. Better late than never I guess. She probably needs to be trained about handling guests with a problem or just get a manager involved as soon as a problem comes up. Other bartender had tried to help but we weren't her direct customers. Think she told other bartender to apologize. We will come back again eventually. Was just not how we expected the...