Texas Roadhouse — Restaurant in Memphis

We came here for a birthday dinner in which we had 12 people. Our waitress (Maddie maybe?) initially was very prompt and was attentive. We ordered our meals which included an appetizer, two adult meals, and 2 kid’s meals (one being a kid’s chicken tenders). Food was great. It was initially one of the best experiences in a LONG time, until our checks came.

As mentioned before with our order, one of our children had a kid’s chicken tender ($6.99), but when our ticket came, we were charged for a ranger chicken critters basket ($8.99). No big deal. Just told our waitress it was incorrect. She starts off with saying that I must have gotten an old menu. I implied why would you keep an old menu on the table with incorrect pricing? Well, she looks at it and no. The kids was indeed $6.99. She then begins to argue with me and say I ordered incorrectly. I continued to explain that I ordered a kid’s chicken tender (& if you saw my daughter you would be WELL AWARE she would need a child’s plate) and see menu image below. Reading is fundamental. She very hatefully says well I guess I will pay the $2 and walks away.

When she comes back with the correct ticket, she STILL proceeds to attempt to explain to me that I ordered incorrectly by saying “For future reference, the kid’s are chicken bites. The adults are chicken tenders.” At this point, I am definitely irritated. I said well then you need to ask management to change the menu because under kids it says “Jr. Chicken Tenders.” I said it’s right here. (Picture below for reference of their menu). The rest of the table is puzzled by why she was beyond rude and hateful, so I’m explaining to them the situation. She then AGAIN approached me and says “Really? It’s $2. I took it off. Also, you have 13 in your party (counting is basic math because we obviously had 12), and I did a good job.” I said I agree until now. She then walks away and goes behind the register right behind us and proceeds to bring up 3-5 coworkers and begin talking profanity about me literally in front of me and my family and friends, and the African American gentleman who is bald (the manager) comes behind her and just stares at me as if to intimidate me.

The whole entire table is appalled by her attitude because she has to have mental illness to have a personality shift that quickly. As we all walk away to leave, all of the employees she brought up stand near the openings and stare at me without breaking eye contact including said manager above as if they are what? Going to jump me. Horrible experience.

Dear waitress, a few tips: Reading is fundamental. Your menu says under the kid’s chicken TENDERS not BITES. Become familiar with your menu to be a good waitress and it will keep you from looking ignorant. Don’t be rude. You wouldn’t have been met with rudeness had you approached a CUSTOMER with kindness as I did you initially. If you’re going to attempt to be hard, don’t go soft behind a register where we can all see you and cry (take that to the bathroom) and sure as heck don’t go get a bunch of people because you cant take the energy you put out. If it’s a large party, and you plan to be rude, apply the gratuity before you bring the checks. Don’t spend your large tip in one place because had you not acted that way and insinuate what you did, I would have continued...

I am writing to express my deep dissatisfaction with the service my wife and I experienced at your Memphis location (2810 New Brunswick Rd, Memphis, TN 38133) on Friday night, January 24, 2025. What was supposed to be an enjoyable date night turned into a frustrating and humiliating ordeal due to the unprofessional and rude behavior of your host.

We used the “Join Waitlist” feature on your website and received a confirmation text at 6:15 PM stating our estimated wait time was 25–35 minutes. We arrived at the restaurant at 6:40 PM and were told that our table would be ready in 5-10 minutes. While we waited and admired the steaks on display, we had a friendly conversation with another employee who offered assistance with selecting a steak.

At 6:45 PM, the host suddenly informed us that the wait would now be another 25 minutes, completely contradicting what he had just told us 5 minutes prior. When we politely asked for clarification, he became visibly agitated, raising his voice and responding in an unprofessional manner.

The host, who had a black beard with silver streaks and wore black-rimmed glasses, refused to provide his name despite being asked repeatedly. We asked him if we could speak to the manager. He claimed to be the manager but did not demonstrate any professionalism or leadership in his conduct. He then asked my wife and I to stand between the double doors in the freezing cold, despite there being several others waiting inside. There was sufficient room inside for all of us. For reasons we cannot comprehend, he singled us out and forced us to stand in the cold while allowing others to remain inside. My wife thinks she heard one of the employees refer to him as “Mike”.

When we asked why we were being treated differently, the host became even more aggressive. He yelled at us, falsely claimed he had already instructed us four times to wait in the breezeway, and continued to intimidate us with his disrespectful tone. Left with no choice, we complied and waited in the freezing breezeway for 15 minutes.

When we approached the host again to inquire about how much longer the wait would be, he escalated the situation further. He yelled at us, told us to leave, and informed us that he had removed us from the waitlist. His behavior was intimidating, unprofessional, and completely unacceptable. My wife and I have never been kicked out of any establishment, and we are appalled that we were treated this way.

This experience was not only disappointing but also deeply humiliating. We chose Texas Roadhouse for what we hoped would be a warm, welcoming environment, and instead, we were met with hostility and disrespect. This man’s behavior is not only a disservice to your customers but also to the reputation of your restaurant.

I expect this matter to be taken seriously and for appropriate actions to be taken to address the unprofessional conduct of this employee. Please let me know how you plan to resolve this issue and ensure that no other customers experience such treatment in the future.

I plan to send a letter to corporate to advise them how this employee treats...

If I could give ZERO stars I would. This place is an absolute nightmare. I brought my kids and I here to have a nice dinner (at least that’s what we thought anyway.) Let’s start by the waiter wasted 4 drinks all over us. I tried to be nice and not make a big deal because mistakes do happen and I’m understanding of that so we dried ourself off the best we could and continued to make the best out of it. I ordered a medium steak and my daughter ordered a medium rare. We sat for about 15 minutes without any silverware causing our food to get cold only for the waiter to bring us plastic forks and knives because he didn’t want to go roll any of the actual silverware! My steak was so DRY and well done and hers was so chewy that she was unable to even eat it or cut into it with the PLASTIC knife. I tell the waiter I’m not paying for these steaks because at this point I’m completely turned off by everything that has already occurred. He called the manager RACHELLE over to tell her and she not once acknowledged us or even apologized for the mishaps that KEPT happening. So we get the ticket and they took off the least expensive meal which was the kids meal and a $14 discount. So I personally asked for the manager RACHELLE to speak with her because this was all unfair and disappointing. She then came over with a disgusting attitude sizing our food up picking through the steak we did not eat. She proceeded to say “well if you had an issue why didn’t you ask for me sooner” like maam you came to my table once and only spoke to the waiter and like I said she never acknowledged us at ALL. I told her I would pay my other 2 kids meal but I’m not paying for the steak and after all that had already happened with the drinks, us being wet and sticky, the plastic ware, hoping she would have some kind of integrity or even understanding to say the least. After us going back and forth which was so rude to begin with, she finally covers the bill before saying “if you were so wet why did you stay” and then storms off. It really goes to show good customer service is hard to get these days and this has by far been the worst experience I have EVER had at a restaurant. I will never come back and I will make sure to warn others about this place as well. I’m not sure how she even got her position and title...