Texas Roadhouse — Restaurant in Madison

Hands down the worst restaurant experience of my life. Our family of 17 came after my grandmas funeral. The girl taking our order couldn't comprehend different families, different bills. Waited over 30 minutes for drinks. This was early afternoon- not busy. Had to ask for straws, which were flung on the table with attitude. My husband ordered non alcoholic beer and was brought regular beer with alcohol. Luckily he recognized it was not the correct color or he wouldnt have known... We Repeatedly ask for bread we got 30 min later. They brought 4 buns for each table of 6... took an hour for salads. An hour and a half later we still had no food at 3 of our tables and the 4th was done eating. Two families out of our group had to leave due to one having to pick up from daycare and the other having to get home to a hospice patient. After repeatedly chasing our waitress down for every little thing I went and asked for a manager. At that time our food was delivered- the waitress said she "forgot to put the order in" one of our tables was missing all their appetizers, two had the wrong meal, and my steak was smothered in onions- I do not eat onions. Another of the steaks was ice cold- clearly had been cooked and sat out. At that point we had been in the restaurant over an hour and a half and I didn't have time to wait for them to cook a new steak so I said never mind and left without eating. A drink was spilled and we did our best to wipe it up with dry napkins but everything was sticky. At this point the manager approached the table and immediately had an attitude and asked what the problem was. I explained that literally every single thing was wrong, and it was like pulling teeth to get service and the timeliness was ridiculous. Even on a busy Friday night Texas roadhouse in Janesville has food on the table well before this. The waitress mentioned she was 17 and new... so the manager gives someone new to serving a party taking up 4 tables with no help??? The manager asked what I want her to do. I said I need a wet rag the table is all sticky. She walked away and came back and threw a dry rag at the table (we had already dried the spill... it was sticky and dry now.) Seriously?? We Said we need our bill we don't have any more time to spend here. I literally told the manager everything wrong and that we were a family coming from burying our grandmother and all she had was eye rolls, sighs and attitude. Several people never got their sides and I never got my Dinner after that much time. I cannot believe for the amount of money we were spending we got treated this way, you just lost several families worth of business we will not be back. We used to eat at Texas Roadhouse at least...

Worst visit to any Texas Roadhouse ever. And we've been to plenty of them all over. Though that's probably going to change. Because of slow kitchen, 45 minutes to finally get appetizer. Manager visited table and comped the blooming onion. Kitchen messed our order up bad, had to refire. As the waiter went to take our plates back to the kitchen, actually asked us to "grab" our baked potatoes, by hand, and "hang on to them." Guess the potatoes were just going to sit on the cold table and congeal while we waited again for our food. When asked, waiter said this was company policy. Wait, what?! Company policy? That's the most ridiculous "company policy" ever heard of. You're telling me that a higher end restaurant has a company policy of customers just grabbing food off their plate, with their bare hands, and just leaving it sit on the table? Ridiculous! Instead of putting our refire at the top of the cook order, kitchen put us into regular rotation so we had to wait another 45 minutes to get our food. Is this another company policy? Manager was very hesitant to take responsibility for extreme delays and mistakes. Manager never could be bothered to visit our table again past the blooming onion. Much to-do, and a LONG time later, having the waiter act as go between -remember: Manager NEVER visited our table again. Manager very reluctantly coughed up a voucher, by way of waiter, for a free meal on our next visit. Pretty presumptuous to think we'd ever return after a visit like that. And that voucher has a time limit too. Wow! Not happy with Texas Roadhouse.

Update: Texas Roadhouse replied and said copy paste into website and someone would get back to me in a few days. Did that. It's now getting on to TWO WEEKS and still nothing from them. Sad. Piss poor customer service.

Second update: now over a month since following their instructions and uploading this review to their site, and still nothing. Again, piss poor customer service. We used to eat here all over, probably 15-20 times a year easily. Not anymore.

Third Update: Some 1.5 months later, have now sent this response, as requested, three times. And, for three times, ZERO response from Texas Road House. What a shame. They've lost what used to be a very...

I usually absolutely love and rave about this place but tonight I ordered to go! I just got the app a week ago when I dined in with a friend and thought I’d give it a try, I favorited the East Side location and thought I ordered on the East side and I waited for quite awhile but it is Friday night so no biggie~ I called the restaurant because I noticed my text came from the West Texas Roadhouse and the manager eventually got on the phone and immediately huffed saying what you want to know about wait times for your food & I said no actually I was wondering if I ordered at the wrong location and the phone went silent then all of a sudden he was back and I asked if he needed my name and he said yes along with another huff and puff and then the phone went silent again, when he came back he said I must’ve ordered at the West location and in all his time he’s never seen this happen and then told me I had to get the refund from the Westside and I asked about ordering food and he said look this is your mistake, you messed up! I just wanted help with placing an order and figuring out the app & I said what’s your name and he said that doesn’t matter and I understand it’s a Friday night and it’s busy (I’ve been a Retail Mgr 35 years) but he was getting so upset and wouldn’t help me place an order and once again I asked his name and he told me at this point it none of my business and hung up on me! I walked in the restaurant because I’m literally out $40 and I asked the hostess who the manager is and his name is Quinton and when he came up I asked if he was the manager I talked to and he said yep it sure was me & it was your mistake not mine and I said well everyone makes mistakes but you didn’t have to hang up on me and he said yes I did because you were so irate and then walked away! So I left without ordering and called the Westside and the manager over there was extremely kind and caring and advised me to leave a review on Quinton so corporate could see how he treats people! I truly hope he doesn’t treat your staff like this! FYI the other manager at the East location was extremely professional and he...