Texas Roadhouse — Restaurant in McKinney

Please change the name to KENTUCKY ROADHOUSE - Your giving Texans a bad name. KENTUCKY based Texas Roadhouse has THE MOST EXPENSIVE ROLLS IN TOWN!!! *Read the other reviews and you will see how disconnected these folks are. People are offering legitimate concerns regarding not getting food and experiencing bad service. The response from Texas Roadhouse often thanks them for coming in and then they say hope to see you soon. WOW!!! Did not even acknowledge the dissatisfaction. Some get acknowledged This permeates from the CEO and President to the restaurant level. I reached out to the general manager the next day who would not come to the phone. I reached out directly to the CEO & copied the President but no reply. Below are my notes to senior management regarding only our last visit. *I did not get my dinner. I received my Chicken Fried Steak with the check. • We were seated while the bus person was still cleaning the table. The table was soaking wet, and there were still crumbs on the back seats. • Waitress greeted us quickly and presents as friendly. • She offered drinks promptly but failed to anticipate refills. We sat with no beverages multiple times during dinner and had to ask for refills. • Also, never hold someone’s drink from the top where they drink from. She did! Thank you for the straws. • We had to stack our dishes and hand them over. Pre-bussing is not a thing. This is a big deal; not many people like to sit with dirty dishes. Additionally, if the wait staff and the support staff are paying attention, they will do this automatically along with drink refills. This streamlines many processes and helps turn the tables faster – resulting in more revenue and a better dining experience. • I saw wait staff going back and forth without anything in their hands or even checking with other tables on their way back. This lacks efficiency. • No beverage napkins were used, so our drinks just dripped all over us and dripped on our food as we took drinks. That is not really very appealing. • One of the waiters set another table’s food on our table because they were out of space to place things while they gave the people at the table across from us their food. Wow! • Although she was very nice, we could not hear the waitress over the noise. We told her this but she had one voice level – low. She repeated the order twice and she left the table with all of unsure of what we would get. She did get the order right. I didn’t get my dinner. • After the food was delivered, by the time there was a follow-up to see if anyone needed anything, and if things were right, the food was already cold. My guests were waiting for my food to arrive out of respect and good manners. One of my guests played it off by saying, 'We're not going to start without you.' We are not animals. Yes, I was able to get them to eat finally. • One of the table support staff (actually one of the folks who busted their tails working and focused on the customer) was helping at one point and just kept saying no problem. Choice of words is important so don’t illude that a request could potentially be a problem. • The Ranch Dressing delivered with the appetizers had developed a skin from sitting out that was about 1/16 to 1/32 inch thick. Not an appealing presentation. • The manager came when the check was presented. First thing out of his mouth was to blame the kitchen. WOW! Then he thought that by comping the Chicken Fried Steak they brought wrapped would fix a bad dining experience. I didn’t even want it at that point; and stated the same. A soggy chicken-fried steak – no, thank you. He couldn't comprehend that everyone at the table shared the same poor dining experience and only apologized to me; they ate cold food. He kept saying I don’t want you to leave feeling like you had a bad dining experience. My guest already ate without me; and we can’t go back in time. He mentioned comping the Chicken Fried Steak multiple times like that was going to change an entire evening. PS.I am a former restaurant manager...

My family and I have visited this location for years and I can barely put into words the level of disrespect we encountered from a manager. Not to mention, he did it with so much pride and arrogance as if there would be no consequence for his actions. My family and I arrived at Texas Roadhouse and of course there was a wait which we already expected because we had a large party of 15. We were told the wait would be 45 minutes to an hour which turned out to be about 1 and 45 minutes. Finally, our party of 15 was called and we proceeded to the table. As we approached we noticed there was trash under the table. We asked the waitress if someone could sweep under the table, which she did without a problem. We noticed that the large table in the back was in the process of being cleaned and we asked if we could switch so that we could all sit together. The waitress said, "it shouldn't be a problem, let me ask." She asked and was told it was already booked. Ok fine. Mind you, this table is basically versatile and can be used for a large party OR for 2 separate parties. The party comes in and sits down. The other side of the table is not being used. We were trying to figure out why they would divide a large party into 2 tables and seat another family with less people at that table while the other side is not occupied. Of course someone was not coordinating correctly or just didn't care.

After waiting almost 2 hours, we just said ok, we just want to eat as we were hungry and coming from church. There were 3 tables in front of us. We asked the waitress if we could just use the 3 tables which she said wouldn't be a problem. As we are sitting waiting on rolls, the manager Nicholas comes to speak with us. I'm thinking he is coming to check on us since we had to wait to be seated so long and we requested the other table but to my surprise he came with another agenda. Nicholas approached us and said, "we originally had these 2 tables reserved for your party and you can't come back here and do what you want to do. One my Uncle's approached him and tried to explain to him that we did not fit into the booths comfortably and we wouldn't have any room to eat our food. My Uncle is a peaceful man, and he didn't approach him in a hostile or aggressive manner. We honestly thought this was something that can be worked out because we didn't think it was a big deal and definitely didn't see it escalating to this point. Nicholas then stated, these booths seat 8 people and if you can't accept the reservation we will have to leave. My other Uncle asked him if he was a man of God. He did respond and say, "what does that have to do with it." My aunt then tried to say something, and he responded, "I'm not talking to you, I'm talking to him." He didn't offer us any type of accommodation, nor did he try to rectify the situation. His rectification was just a basic take it or leave it. He was not open to discuss as we tried several times. He even told my Uncle, "At this point, it is not open for discussion." He said this after we waited 2 hours only to be made to leave. We are loyal customers there was no reason for him to treat us this way. We spend hundreds of dollars when we come and whatever waiter or waitress assists us is definitely taken care of. Customer service is everything and if you don't care to provide it, you are in the wrong business. I don't want to say it was a race thing. I'm going to say it was an ignorant thing. I definitely would not expect this type of behavior from a manager. Totally unacceptable. What bothers me is how he treated us as if he didn't want us there because he was only satisfied with us leaving. I say this because that is the only option...

We usually go to the Texas Roadhouse in Garland and always receive excellent service, every single time. So, naturally, we expected the same when we decided to visit the McKinney location—but we were wrong.

I ordered a steak cooked rare, and while it arrived as ordered, it was unbelievably chewy. I gave it a chance, thinking maybe just the ends were tough, but no—every bite was just as bad. My daughter ordered the kids’ steak bites, and hers was just as chewy, to the point where she almost choked on a piece. Neither of us could eat more than half of our meals.

We brought this to the manager’s attention, explaining that the steak was inedible. He apologized repeatedly and said it was likely a bad cut. However, instead of taking accountability, he insisted that we should have said something before eating part of it so they could remake it. He kept going on about this, as if it were our fault for attempting to give the food a chance.

At that point, I asked if they were going to discount our meals, considering we barely ate any of the steaks. He said he’d check with his manager. After multiple trips back and forth, he finally returned with a $15 gift card, saying we could use it next time. I told him that wasn’t acceptable—I wanted a discount applied to this meal, not some excuse for a future visit to fix today’s failure. He claimed he couldn’t do that.

As I was leaving, I discovered that the person I had been speaking to wasn’t even the manager—I was told the actual manager, Misty, was too scared to address me directly. When I finally spoke to her, she had the audacity to claim that because more than half of a 6-ounce steak was eaten, they wouldn’t do anything about it. This is laughable—it’s three bites, and I barely got through even that.

To top it all off, the server had already charged my card for the full amount while this nonsense was happening. I ended up leaving, completely unsatisfied and absolutely done with this location.

If you’re looking for a place that values its customers and takes care of issues, DO NOT come here. Misty and Justin were terrible—Misty clearly didn’t care enough to face an unhappy customer. The McKinney location is a joke, and I will...