Texas Roadhouse — Restaurant in Millsboro

Sorry in advance for this long post. I have been going to Texas Roadhouse for over 30 years, never had a bad meal, might have had server issues, but the manager was always walking around and would always make things right. However, last night. We went to Texas Roadhouse For dinner. Walked in to 6 young ladies takling at the podium. Had to wait for them to acknowledge me to ask for a table for 2. They acted like we were bothering them. Finally, one said I can sit you outside right now, but otherwise, it's gonna be a long wait. So we agreed to the outdoor seating. Once they figured out who was going to take us to the seats, this young lady took us to a table that had not been set. And nearby tables had not been cleared,which brought all the flies to dinner. No utensils, napkins, or plates. She tossed rolls on the table and walked away. Rolls were under done, still white and doughy. Our waitress took our order. We waited for table settings that never came. We were served our appetizer with no utensils or napkins. She did bring plates. However, her 1 inch long fake nails were in our food when she sat it on the table!!! Yuck! So we ate everything with our hands at that point. Then dinner came. Once again, her finger nails on our plates! And she says, "Can I get you anything else?" Yeah, utensils and napkins! We waited over 5 mins to get them. In that time, Gary inspected his steak. It was gray. Only grilled on one side. He knew right away that the kitchen screwed up and microwaved his steak, being a former chef, he was not happy to say the least. Then he found a black curly hair on the plate. AT that point, he was done. He asked to have his meal removed from the bill. They brought another basket of rolls that were then overcooked, with hard bottoms, to tide us over. Then Ms. Chloé "tells my chef husband, that they removed his meal from the check. But the hair was a hair from the sweet potato. By this time, I was completely grossed out and just asked for the check. No manager approached us, nothing. I did still tip her 10% because not all of the issues were in her control. But I had to come home and check the laws because it was always a no-no to have long fake nails. And sure enough, it is. She should have been wearing gloves! Way to go Texas Roadhouse for ruining a @texasroadhousecorporate 30...

I don’t write reviews often, but I felt compelled to do so tonight after truly EXEMPLARY service from multiple employees at Texas Roadhouse of Millsboro this evening.

I was dining with my three year old daughter. Near the end of dinner, she suddenly announced she “needed to go to the bathroom”, and as all parents know, this led to a rapid sprint to the bathrooms in the back. Arriving there, we found the family bathroom occupied and the men’s with a large line/crowded entrance. Recognizing our predicament, a female server or bartender (did not see her name unfortunately) came to our aid and ensured the women’s bathroom was clear of other occupants so I could help my daughter in there.

As we returned to our table, we found the busboy finishing clearing our leftovers we had planned on bringing home. He was very apologetic and did not do anything wrong as he attempted to clear the table, and we paid and prepared to leave. As we packed up, a manager by the name of “Trey” came to the table and offered to prepare another “to go” kids meal entree replacing our leftovers that had been cleared. We gratefully accepted, and as we waited the ~6-8 minutes at this table, my daughter’s attention span began to run out. She grew increasingly upset and inconsolable to anything I tried before a server named “Jayla” came to our rescue. She selflessly played with my daughter, drew with her, and absolutely stopped the temper tantrum in its tracks until we received our to go food and left.

I have been to high end restaurants in many areas, and rarely have I received this kind of hospitality from unrelated minor incidents and multiple staff members. Kudos to the staff and management of Texas Roadhouse of Millsboro. You are clearly both recruiting the right people and training them to go the extra mile. I have nothing but positive things to say about everyone at the restaurant tonight, but only remember “Trey” and...

So, I make every effort to never complain on a open forum. However, this location need more corporate attention to resolve their issues. Tonight, we had a party of 5 and sat patiently waiting our turn for what was quoted as a 30 to 40 min wait. At minute 39, I questioned if there were extended delays and perhaps we could be seated to have a pre-dinner drink since there were plenty of open tables. The hostesses which lack maturity in many ways replied..."We can't seat anyone until the kitchen gets caught up with all of the online orders".

I confirmed the accuracy of her statement by repeating it back to not one, but 3 hostesses.

I requested to speak to a manager and they promptly let me know they are busy and not responding to their internal communication system. Another 10 min go by and I asked again for a manager. They explained the manager is working in the kitchen and they can't leave the hostess stand to locate one. After repeating back to them what was stated, one hostess with attitude departed and located a manager.

After listening to my complaint, the manager elected to difuse the situation by telling me how long we have been waiting. No problem, we walked out.

So, as I stated, I rarely complain but they are 5 for 5 for failing customer service. Our last 5 visits have been terrible.

I figured it out. Online orders are more important than in person patrons. I get it, no tables to turn, less wait staff, less clean up, etc. However, the average every day customer would prefer to sit in and dine.

Finally, I tried to file a corporate coming on the Contact Us form but it keeps getting rejected stating that I can't use a URL. I didn't include a URL which means the website form is also broken. I reduced my 2 star review to a 1 since their corporate obviously doesn't take the time to inspect what they expect! Good luck! Join others by eating next...