Texas Roadhouse — Restaurant in Midland

Only reason for the 2 stars was that the food was good, the service however was completely lacking. Went here because I wanted a steak and I had eaten at Longhorn and Salt Grass steakhouses, the host was friendly and accommodating, asked me if I wanted a booth or to set up a flat top at the bar so I figured why not the bar. Once I sit down Aubrey, the blonde her bartender asked if I would like a drink, I requested an ice tea unsweetened. She gave me a menu and some silverware, and then brought my ice tea, there were obviously people she knew sit next to me because she spent most of her time chatting with them and with a couple guys at the other end of the bar about 10 minutes later she took my order, I ordered the grilled shrimp appetizer and the hand cut 11 ounce sirloin steak. Well about another 15 minutes went by after taking my order and another person who I think was an expediter brought out my steak, but no shrimp, she went and talked to Aubrey and shortly after that my shrimp showed up. Nobody ever check back with me during my meal, was never asked if I wanted anything else got my check and left. I have worked in the food and beverage industry for many years, I’ve been a server, a bartender and I have been a dining room manager, and it amazes me how places like this don’t train their people to treat all paying guest and customers, the same whether they’re drinking or not. The food was great, but the service is probably the worst I’ve seen in a long time. If you do go here, I suggest sitting at a booth or don’t waste your time and money. Longhorn steakhouse definitely has a lot better service and just as good food.

Update 8-6-23

Received a personal call from the Manager Aaron and he apologized for them missing it on service, we talked and he was very professional and polite, I changed the rating to 4 stars for the simple fact that he took the time to reach out and discuss the matter, I have no ill will towards Aubrey and hopefully we can just put this behind us and go forward. Very respectable that the manager took the time to reach out to me, the food like I said was great and I’m hoping to eat here again on my next visit. They are not busy...

Probably 3rd time that we have had to send under cooked steak back to the kitchen at this location. Out of 4 steaks tonight they got one right, me and my hubby swapped ours as his was medium and mine was medium rare but no big deal right it was supposed to be the other way around, my sons steak was really under cooked for a medium, it was rare and cold so not the best, asked for it to go back, almost 20 minutes later I asked manager if she could just remove his meal from the bill as we still hadn’t got the steak and the rest of us were almost done, it was supposed to be a family meal, you know the kind where you EAT together! Anyway Managers face said it all! I would say it told me that she just was not in the mood for it at all! She said let me go check on it first before we do that. She went back to check on it and magically it appeared, charred on one side delivered by another lady with a smile, no apology, no nothing. Not the best way to get people back into the restaurant, when did customer service become a “tough luck” kinda deal on the customer? If you can’t get a steak right just apologize and ask if there is something to you can do, don’t just treat customers like we should be grateful that you even bothered to go check on it. So even after I told her we didn’t even want it now we were done we got the check with the whole meal on it that we got in 2 parts and had to wait for a reheated steak. Customers don’t have to come in and pay for service with that attitude and that standard of food. Do that enough and eventually they’ll stop coming just like us now. So Great job Texas Roadhouse manager in the pink tshirt!!! oh and FYI if you going to talk about customers after you deal with them go somewhere private to do it, was obvious when she walked away what was being discussed. Sorry but don’t pay $190 for not so great service, having to chase down bread, butter, drinks and an undercooked MIA fillet! To be looked at like I was by the manager, go watch cctv and tell me this is what you expect to see your customers experience...

I recently moved to Midland from Denver, and I have been here about 3 months now. In Denver, my fiancé and I were regulars to Texas Roadhouse and went about once a week or once every other week. In the 3 months I have lived in Midland I have only gone to Texas Roadhouse twice. The first time I went, the wait was long, which I understand because this is Midland, and when we were finally sat and served my steak was so over cooked I had to send it back. When I got the new one, it was still over cooked and I had to send it back again. On the third try, it was good and I ate it happily, except for the long wait. This experience made me hesitant to go again, and we waited almost three whole months to try it again. We went again this evening, and had another terrible experience. I ordered the veggie plate, which is essentially just a choice of 4 sides. As one of my sides, I got a baked potato with butter and cheese. When my fiancé and i’s food came out, the baked potato was missing. They said it would be 5 more minutes, and by the time it came out it had been over 15 minutes and we were finished eating. When it came out, it had sour cream on it which I absolutely hate. I had to send it back after I had waited so long for it, and by the time I got what I ordered I just got it to go. Our waitress apologized, and brought the bill and to our surprise didn’t even offer to discount anything after our terrible experience. We paid, but I waited to talk to a manager. He was not very apologetic at all, but he did offer to comp my meal. At that point, we had already paid and it wasn’t worth our time so we declined the offer. It was not about the money, it was about the bad experience.

In all, this Texas Roadhouse is a major disappointment with less than apologetic staff who are incompetent at serving the correct orders. I will not be back, and I will have to go to Longhorn the next time I want to go to a steakhouse.

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