Texas Roadhouse — Restaurant in Missouri

I had a very disappointing experience at Texas Roadhouse today during dinner. My daughter and I ordered Dallas Fillet, with different cooking preferences. However, when our steaks arrived, they were not cooked as we had requested. My steak was rare (I ordered medium) , and my daughter's rare steak was overcooked, warm in the middle and lacked grill marks. It appeared to have been microwaved. We spoke to our server, Stacy, who apologized and sent the steaks back. She mentioned that a manager would come to talk to us. However, after 15 minutes, there was no sign the manager. Our server checked in and discovered that the manager, Rico, had not come to see us. She spoke to him and he said he would talk to us after dropping off the food. It took 30 minutes for him to bring our food and check in with us. When the manager finally arrived, he did not apologize or acknowledge the delay. He only asked if the steaks were cooked properly, I said yes and asked for a box, I told him we had been waiting for our food for a long time (30 minutes for the recook) but he did not seem to care about our experience. Our server later checked in, and I expressed my disappointment with the lack of care from the manager. Our server went to get the manager again, and Rico came back. I expressed my disappointment with his lack of care, he acted like a food runner not a manager. I told him we had been waiting for over 1 hour to get our food, he proceeded to tell me the recook only took 7 minutes and that's why he did not think it was a big deal, and that our server probably forgot to order the recook.

Even if our server had forgotten as a manager, Rico should have apologized because the food was cooked wrong in the first place. It really does not cost anything to care about your clients. Rico said he would talk to his main manager to see what he could do for us, he returned 15 minutes later with an offer to take $10 off the bill and a free entrée coupon for up to $15. I told him to take his $15 off coupon because I did not plan to go back. he said Ok, walked away saying "let me know if I can do anything else" . But truly he did not care. I was disappointed by the lack of customer service skills and care demonstrated by the manager. I understand mistakes happen, but a manager should own up to them and make sure the customer feels heard and the manager cares about their experience. It’s obvious that Rico did not care at all! Texas Roadhouse, do better. Your customers...

Could not put ourselves on waitlist via web because we wanted a table instead of a booth, so we called ahead.  We check in upon arrival and a guy prints out a ticket and hands it to a young lady, who decides, as we are standing there waiting, that completing her conversation with two other young ladies was more important than seating us.  She finally takes us to a booth and we promptly ask why it wasn't a table.  She takes us back to the waiting area, where we wait until a table is ready.  After being seated, we place our order.  As one of her sides, my wife ordered a house salad with Caesar dressing.  When it comes out, it is a Caesar salad and she tells the delivery staff of the issue, who promptly returns with the correct salad and says, "The lady making salads doesn't speak English and misunderstood."  We got a chuckle out of that.  Our entrées came out before we had completed our salads; my wife was only 20% done with her's. I mentioned this to the delivery staff and they just shrugged it off.  My wife ate her filet instead of letting it get cold while finishing her salad.  She immediately said she didn't think it was a filet because it was tough and chewy, adding "It's no Flo's filet, that's for sure!"  There was something on my entrée that should not have been, as seen in the photo. It is cloth-like. One of my sides was mac & cheese, which cost extra.  When it arrived, it was plain ol' no-name mac & cheese.  When something is listed as premium with an additional charge, I expect a premium product, not $0.10 worth of the $0.68 special from Wal-Mart...what a scam!  The majority of the staff we noticed seemed more preoccupied with checking their phones and having conversations than anything else.  I mentioned the entrées coming out too soon to our waitress and her only reply was there was nothing she could do about it.  She never refilled our waters.  Can someone help me understand why the waitresses here deserve their tips?  Yes, they take your order, but they don't deliver your order, they don't make sure your order is accurate, they don't refill your drinks, they aren't the ones bussing or resetting tables, and they take no actions to resolve issues. As soon as we got in our car to leave, my wife said, "I don't want to come back here.", to which I replied, "Yeah,...

I honestly wish I could choose negative stars. I’m not sure what happened from there move the the new location but tonight was absolutely terrible. Our waitress was appalling in her service and honestly it matched the food tonight. Something was wrong with at least one dish of every person at our table. I said something to the wait staff and she looked at me and walked away. Then just brought me my bill. They never checked our table for drinks or the quality of the food during the entire service. Someone at our table had to go to the bar to get a drink at one point. We made a reservation for 14 people and told we would have been seated together which we were not. It was booths next to each other. The other table was lucky they had a different server from what they said. My wife asked for a gluten free menu when we sat down and it was brought out when our server came back to take our food orders. You would talk to the waitress and she was not acknowledge you and walk away. They gave us a fold up chair for our child to put a booster seat on which we refused and had an attitude when we asked for an actual chair. If your charging 60+ for dinner then you should have real chairs. McDonald’s has real chairs. They never asked us for a kids menu or a child’s drink. It was absolutely unbelievable how poor the food and service was. A party of 14 is going to have a large bill. That usually means a large tip. We called hours in advance so it was not like they didn’t know we where coming. Texas Roadhouse O’Fallon should be ashamed of their food quiality and service. I’ve never had a wait staff look at me and walk away while I’m telling them about my food. She came back and handed me the bill and said nothing in response. We couldn’t get a manager, drinks, straws, menus. We visited at the old location frequently and loved it without very many issues. This new location is a slap in the face of a establishment and should be ashamed of them selfs. If you look at the latest reviews they seem to say something similar to how tonight was for us. Their are lots of other steak houses in St. Charles to choose from...