Texas Roadhouse — Restaurant in Manchester

The way I see things, the details of the customer experience at a restaurant are best categorized into three buckets.  They are (in order of importance): the food, the service, and the atmosphere.

Individual restaurants within a restaurant chain are limited as to their ability elevate the chain, as they are constrained by the chain for the food offerings and for much of the atmosphere.  Great service is where they can best differentiate themselves.  Individual restaurants in a chain, however, are NOT limited in their ability to disappoint.

As a restaurant chain, I slightly prefer Texas Roadhouse over the others in its peer group.  But not this location.  The kitchen has repeatedly demonstrated their inability to stop cooking a steak until it is way past medium rare.  It's a shame, because up until a couple of years ago the were really quite adept.

Having been disappointed here before, tonight I spefically ordered "Medium Rare -- If you make a mistake, make it on the RARE side."

Nope.  They hammered yet another one.  Not the nice juicy tender succulence of medium rare.   Instead it was dry, tough, and had that all-too-familiar mealy "wet sawdust" mouthfeel that I have learned to associate with a way-overcooked steak from this location.  No juiciness.  Never even any noticeable myoglobin on the plate.  "Hard" medium to well done has proven to be the rule, not the exception.  And I have given them way too many chances to redeem themselves.

Here is a hint for anyone in the restaurant business: When the entrees are served, offering to take one improperly prepared entree back and cook a new one is probably NOT a viable remedy.  I understand why you offer that, but . . .  Do you honestly think a that's a good solution, where one person has to sit there and watch everyone else eat, only to have everyone else sit around and watch him start eating after they are all done?  Or are you thinking that everyone else should wait to start until the one entree is re-made, meaning only one person gets to eat his food before it goes cold?  No, the only way that idea could ever really work is to remake every entree at the table.  And you really ought to throw in a free round of drinks for the inconvenience.

But, sadly, cooking me a new steak (which clearly would NOT have been the nice one I had originally picked out) was the ONLY remedy offered.  Not even a word with the manager to see what else he might do (if anything).  If my waitress had at least done that, I would have left her my usual tip -- 20-25% on the FULL price (even if it was partially discounted by the manager).

I left a one-dollar tip.  I did flag down and speak to the manager on my way out.  Mostly to ensure that he was aware of the error, but also to confirm to myself that my server had not spoken with him previously.  I told him I left a one dollar tip.  I also told him the rest of her tip can come out of what I overpaid for that ruined steak.

The nearby Outback Steakhouse closed a few years ago.   Their steaks used to come to the table perfect medium rare every time.  Does anyone know how good the kitchen staff is at Longhorn Steakhouse, on the other side of the mall?  I never cared for that chain as much, but it looks like that may become my new...

I want to preface this review by saying I have never left a negative google review for a business before. I have been coming to the manchester texas roadhouse regularly for the last year. We normally visit every 2 weeks or so. Every other time I've been here the service has been great. However my visit a few weeks ago left me feeling like I will not return to this location. The dinner started well and our server came to greet us and take our orders. I ordered the same thing I always do, the Dallas filet cooked medium. When our order came out, the server made a comment about how the kitchen was rushing, and he wanted me to cut into my steak to make sure it was cooked to medium. This seemed odd but I cut into the steak and it was only cooked to a rare temperature. I expected the steak to be correct so I cut it right in half. The server said he would bring the steak back and have the kitchen re cook it. I mentioned that now that I had cut the steak in half, I was worried that re-firing the steak would make it come out dry or overcooked. I asked if they could please make me a new steak. As soon as I asked this the whole mood of the interaction went south. The server became a little defensive and said they would normally just recook the same steak. The server took the steak and brought it to the kitchen. Someone who I am assuming was the manager in charge then came up to the table and started giving me a hard time. I was so unbelievably uncomfortable with the entire interaction. He scolded me and told me that I would now have to wait 15 minutes instead of 2, because I wanted a new steak. He told me that the Dallas filet is their number 1 sent back item and that it is extremely difficult for their cooks to cook it to a medium temperature. I've ordered this steak a dozen times and its always been cooked perfectly. The manager continued to stand at out table and aggressively point out how I was at fault for ordering a filet cooked medium, and how I'll have to wait quite a while for a new steak. The amount of hostility he was using made me lose my appetite at this point. I simply wanted my steak how I ordered it. I assured him that I didn't mind waiting and wasn't in a rush I just wanted a new steak cooked properly. About 20 minutes later my server came out with my "new steak". The new steak was actually HALF of my old steak I had sent back, and was now butterflied in an attempt to disguise it was the same steak, and only HALF of the original portion. I laughed and told the server it was fine. My husband and I paid our bill without eating and left. It was an atrocious experience in what used to be our favorite restaurant. I wish I had the "managers" name, however our interaction was so upsetting I did not want to speak to him again to get it. Also our server never came back to the table after dropping the "new" steak. I thought about letting this go but its still bothering me after a couple weeks. I think management needs to look into their leadership and how they treat loyal customers experiencing a minor issue.

Only giving 2 stars because my other experience here have always...

After waiting for over 20 minutes to be seated, this location was horrible at best. From the floors to the wait staff to the length of time to receive ones food this location fails on all accounts. Kyle the "manager" is a bumbler who belongs in a rodeo deterring bulls from attacking riders. What should have been a great evening was disastrous. Obviously one cannot order anything extraordinary after all it is only Texas Roadhouse, but to receive a steak cold and then have to wait, and wait and wait is beyond the service you should receive at a sit down restaurant. I finally made a complaint after I had to leave my table to find an employee to get me the manager. I spoke with Alexa who was very pleasant an apologetic. After speaking with her I returned to my table but not before an employee with a baseball hat was standing in the isle holding a plate of food and said to me, "oh this is your food". I could not believe that this individual was just standing their waiting. Actually it was disgusting that he was holding a plate of food in the wide open and it wasn't even my plate but the guest that was with me at my table. Again, this individual who was holding the food was none other than Kyle the bumbler. I was so aggravated at this point I had to leave. I still had to drive to the border of the Massachusetts line and then back to NYC. Kyle had the audacity to say to me well I took the food off your bill but you have to pay for your fountain drink. How dare he. This is who Texas Roadhouse is hiring. A bumbler who has ZERO customer service and ZERO waitering skills. I paid for the fountain drinks that we didn't even drink because we had no food. I called the corporate location and spoke with John a representative who is no better than Kyle and was told by John that he cannot help because he is only in the Corporate office and I need to speak with Guest Relations. I told him I already called that dept. several times and apparently they are closed and the recording states to call back Monday. I will do one better, I am filing a complaint with the Board of Health for the lack of cleanliness and a complaint with the Better Business Bureau. Good Luck Kyle, you definitely do not belong in management and lack management skills. Not to mention the slick comment you made about your co-worker who was training to be another manager. That was not very nice to say you hope he does a good job as you will be working with him. No class...