Texas Roadhouse — Restaurant in Lyons Township

Where do I begin????? Well first of all our server was Ashley and we requested separate bills , well not sure how how that is to get the orders correct , we couldn’t have made it any easier than we did, one group sat on one side and the other group sat on the opposite side. So the other group ordered the fried pickles , well long story short when the bill came it was on my bill. Now here is where it gets interesting, my daughter ordered her one year old steak bites. I wish I would have taken a picture, I wouldn’t have even fed those bites to an animal . I told my daughter , don’t feed her that and took some of my steak which was t even hot , make known none of our meals were . So then my daughter ordered a steak and they bring her steak and cold shrimp. She never at all ordered shrimp. We told the waitress as soon as she was handing it to my daughter and , the waitress said don’t worry I will not charge you for the shrimp. My son in law had a coupon that was given to him for his meal, well long story short got his bill and the charges were on there . Also , they were to take off my granddaughters meal, told them they can keep it she ate mine. They had that on the bill and to make another correction. So here is were you might want to sit down. They have those tablets on the table to self pay , well we don’t trust those , so we gave Ashley my husbands card for our groups total . Well she took a while to come back and wasn’t friendly at all when I asked her to charge it at the register. At that point I wouldn’t have left a dollar tip, but my husband is nicer than me. So we get home and my husband was charged from his bank 3 x for $117.46 . I called asked for a manger , well let’s just say she was ignorant from the get go and , let’s just say she got it right back. I’m the customer paying her salary . If I’m calling in , you hear me out then you can speak, I dont believe in employees interrupting me when I have a issue and you don’t want to hear it. I know at one point Janelle the “MANAGER “ sighed and then put me on speaker or pulled phone away , because I had to remind her who she was talking to . The Customer ……I called to question the 3 charges and she said they have no control over that. Their system may charge more than once and should fall off at midnight . I asked her where does that state that so the customer can see that before coming the restaurant to eat? She said it’s not posted,. So it’s ok to charge a customer 3 times and I have it online from my bank account, she said there is nothing she can do she sees one charge I said I can take a screenshot and said it to her , she never responded to that. Her attitude as a so called manager needs to be made known . I told her she needs to go back to customer service training , because if she was my employee that would have never happened the way it did. She’s be gone. Too many employees think their jobs are written in stone. What she fails to see is there is always the top of the totem pole and let that be known she will be getting reported . So let me go back a minute , out door was not even hot the shrimp was cold we didn’t eat any of it, when Ashley came back to bring me a drink refill that took quite a bit of time, she asked do you guys need and boxes we said No! That has had to been the worst meal I’ve had in years . Then to charge my husbands card the same amount 3 times. The icing on the cake was the phone conversation with Janelle , that was unbelievable. I will take that up with the proper channels. But customer beware… They charge your card 3 times , they serve cold food and the steak bites I would t even feed my dog or let alone any pet. Then the manager is disrespectful and sighs in the phone call. So go spend your money else where . Spend it where the food is hot , not cold , fresh steak, and not rude employees and managers. If you don’t want to go broke going there don’t go , because your bank account will be over charged and we have all the...

First the good stuff. Our server Terrance provided an excellent service. It was our friend’s birthday dinner and Terrance went above and beyond to make sure our party of 10 (six adults and four toddlers) were taken care of. He was charismatic and attentive, and that’s always best case scenario with food service. We left him a 40% tip. You should give that man a raise.

Now the ugly stuff. The hosts are the sassiest, most unaccommodating hosts I’ve ever encountered. We called ahead a few days prior about our large group, because that’s the right thing to do. Someone on the phone told us they would try squeeze us in at their largest table which fits eight adults, because four toddler butts are roughly equal to two adult butts. We called again day of to put our names on the wait list and the host said it wasn’t possible. Said we’d be given the first two booths that came available and they wouldn’t be next to one another. We let them know that this is a birthday dinner, our plans are set and someone had already told us we could try the big table. The host again insists it must be two different tables. While this phone conversation is happening, my family arrived early and I went to the host stand to check us in. I’m told the same thing about two different tables, so I start asking questions. I’ve worked in restaurants and food service. I get it. Large tables can be tough on a busy night, but that’s why we called ahead and confirmed over the phone that we could be accommodated. I asked if there’s any way they can accommodate us, because four people in our party are toddlers and they’re small. The host says “oh, so six adults and four toddlers?” I think we’re getting somewhere, so I respond excitedly. The host then says “six plus four. That’s 10 people. So two tables of five.” Flabbergasted is the only word that comes to mind here. It was the sassiest math anyone has ever done in front of me. I pressed her a bit and reminded her that four of those people were toddlers with small butts and asked if this was some kind of policy they have. The host told me it was a fire code and a hazard. Obviously that’s not a real thing and this person is just making things up to be obstinate, so I gave up.

Finally the rest of our party shows up and our friend who had called a few days prior to make sure this wouldn’t be an issue went in to chat with a manager about the situation. The manager agreed to accommodate our table.

Readers. This was the biggest table on the planet of earth… it could have easily fit 10 adults. 11 if they pulled up a chair. That the host gave us so much grief over this table is absurd. There were exactly zero issues with our group size. Enter Terrance to save the night. Cannot say enough about how great this dude was.

Anyway. What gives, Texas Roadhouse of Countryside IL? Why was this host so rude and...

The service was terrible from the manager on duty, Stephanie K on Saturday, April 13, 2024. My family, who is headed by a Vietnam Veteran, was provided (6) vouchers for a free meal during Veterans Day in November 2023. We finally were able to come out and use them to have dinner.

The waitress Yanisa, was informed as soon as we were seated that we had the vouchers and we even showed them to her prior to ordering anything. Our family ordered EXACTLY was the options were on the voucher and a couple appetizers and drinks. The food was not good as steaks were over cooked, sides were cold, etc. but we didn’t complain as we appreciated the warm sentiment of Texas Roadhouse for honoring veterans and their families.

When done Yanisa brought the bill which did not discount anything from the vouchers. When questioned she said the manager had to override the transaction. When Stephanie came to the table she requested a military ID from the entire party. We explained my dad had his military ID and these were presented to the family as the restaurant was closed for service on Veterans Day. She then said she would not honor any of the vouchers for those who did not have a military ID. We questioned why the waitress or herself did not state this before we ordered meals although we presented the coupons as soon as we sat down. She said that wasn’t her problem and questioned if that location provided the vouchers at all. She was very rude to the entire party and only chose to credit (2) vouchers to the bill, although, she NEVER actually saw a military ID. My father was super frustrated and just wanted to leave so we paid the remainder of the bill. Stephanie then tried to confiscate the remaining coupons stating that we could not keep them. My dad insisted she give them back and we left the location upset, belittled, and frustrated!

Had the waitress said that an ID was required from each person (which has never been requested in the many years our family has been provided this gracious gift for military service) we would have actually ordered other options that would have been more costly. Stephanie was a horrible spokesperson for the Countryside, IL location and treated my dad like a second-class citizen. She did not even acknowledge or say “Thank You” for his service to this country. As she witnessed, we were able to pay for our meal, that was never the issue for us. This is the first and last time we will visit this location and hopefully continue to get great service at the Tinley Park location. The restaurant was over crowded, untidy, but the hostesses were nice.

I felt we needed to highlight this rude and disrespectful behavior for a company who supposedly prides themselves on acknowledging and serving veterans, the ‘Texas’ way. We now see what that really looks like and will pass...