Texas Roadhouse — Restaurant in New Berlin

I registered on the application online for 6 people and a highchair on the wait-list. It was a 44-50 minute wait. I waited and then checked in when the whole party had arrived. I waited an additional 10-15 minutes to be seated. I had 4 adults and two children 5 and 10. Also a 6 month old baby. They sat us at a table that was not able to sit with people & highchair. I asked the waiter since we were not seated comfortably or even fit at the table if they could pull the table next to us to fit us. When that pair was done eating. The waiter said he would ask. Then other people left that seated table and it was getting cleaned. & before they sat at another table there. I informed them again that we had requested the additional space since we did not fit at the table. The waiter then said he asked the manager. The manager said no. Without even coming to see how uncomfortable and limited space there was to eat. I then requested before they sat another group to ask the manager to come to our table. They continue to bring a group of three people to be seated in six person table. It was two small tables put together. When a booth straight across from where we were was about to be open. Mind you that they had sat two adults and highchair at a 6 person table that they had sat down right before us. And they were saying they couldn't accommodate my family.

At this point the manager came. I asked her if how we were seated looked comfortable or even reasonable that we are crammed in this booth. She asked me how did request the seating on the wait-list. I told her I requested 6 people seated and a baby in a highchair. Also they did not give me highchair because obviously it didn't fit in the cramped corner seating area they place us in. My baby is 6 months old and they gave me booster seat. She is not capable of seating in that. We needed the high chair so that we could position her car seat in. There was not even room to get the table or even fit the car seat in the b.

The manager agreed that the table did not seat us comfortable but began to blame us for not correctly registering on the wait list. She said that they assumed that my group was five and highchair. I then asked her were on your application does it stated that you assumed the high chair is part of 6 people. She said it doesn't say that they just assumed. Then I proceeded to ask.

If that was case. When I checked in with my group & they noticed I had 6 people and a baby. Why was this not addressed then. So they would seat us appropriately. She said had no answer. Just to tell me that my family would have to get up and go back and wait again for seating to open up.

We were already seated and drinks and appetizers were or. She expected us to get back up and wait again. When there was a side table they could pull right next to us to accommodate my group. Since they didn't even clean up yet or seat the table. It was not an unreasonable request.

As we were talking to , her staff cleaned the table and sat a family of three there. She was even telling her staff why they sat them there. She was unwilling to accommodate us.

Then a bigger table opens up. And she ask if we would like to move. So I had to get my family of 6 and 6 month old baby up and move across the dinner room. Even though we were already seated and there was an additional table they could have just moved over to make the seating area comfortable and reasonable.

I am beyond disappointed and upset. In the treatment and customer service I received from both the waiters, the manager on shift. Even though every one could clearly see that this seating area did not work for my family. And the fact that I had to go back and forth with the manager and then try to blame me. When her reasoning did not make any sense.

I am beyond disappointed. This has always been my tradition to come to Texas Roadhouse on my birthday. To say the least my night was ruined. I had lost my appetite I couldn't even finish or enjoy my time with my family. After this experience I am sad to say I don't want...

I had a horrible experience at this location in which I have gone to many times since this is my families preferred restaurant. I called ahead for a party of 8 to join the waitlist and I was asked for my name about 4 times and even spelled it out twice for the employees and when I arrived to let the hosts know that the party had arrived, I was told that there wasn’t anyone under my name. After giving my phone number because the hosts did not seem as though they were willing to help since they could not find my name, they had found it under “Ryndhia” which is somewhat close to my name, Cynthia in pronunciation. The host then proceeded to let me know that we would be seated once our whole party is inside, which I proceeded to have everyone come in. A second hostess told us that we needed to wait until we received a text that our table was ready before being seating, after the party of 8 were inside. We waited however the manager Kelly came and told us that we needed to wait outside of the doors in which I explained to her how this was unfair to ask of us since the first host told us that our whole party needed to be inside the restaurant to be seated after being told otherwise. Kelly then continued to tell us that we needed to wait outside for safety issues and again, I told her that this was unfair to ask of us because of their miscommunication and I had a baby that should not be near the doors. Kelly proceeded to ask us to go outside of the doors and so we did. We were very close to leaving however our server Nicholas was wonderful and really turned our experience around. As I was leaving, I noticed that Kelly was apologizing to another customer for a miscommunication as well where I had not received an apology for our misunderstanding. I also noticed that there were at least 2 families waiting inside the restaurant and Kelly did not ask them to go outside of the doors. I hope that race was not an issue as the man that Kelly was apologizing to was a white male and the families that were waiting inside were also white where as we are a...

Extremely disappointed...

Normally, I am not the type of person to complain, but this type of service shocked me. My fiance and I had came Monday night. The hostess (along with 3-4 other staff members) were standing up front. One employee was eating an entire roll, looked at us, then turned back around not acknowledging us and finished her food. Everyone else continued to hang out. After awkwardly standing there, the same employee (without washing her hands-forget COVID, this is unsanitary in general) sat us.

Our server was then extremely short and pretty rude honestly. We asked for a special margarita on the menu, but they were out of Patron. We asked to customize it with a different tequila. He basically cut my fiance off like he was dumb, stating they can only do recipes on the menu (this is understandable, but it was the way he went about it). He said, "Nope, nope, nope! We can't do that!" We had to repeatedly ask for water with our meal and never got anymore rolls (which I've heard this place is known for). Trust me, I understand the shortage as I work in Healthcare, but we were 1 of 2 tables and majority of staff were hanging around.

Like stated, I normally wouldn't do this, but I was embarrassed for hyping up this restaurant to my fiance and this being his first experience (my second). I even told him this may be my new favorite restaurant as we were arriving.

I contacted the manager just to notify them of our experience. While she seemed very professional and took down my email, she did nothing with it after stating she would do so. I don't mind at all if I were to get freebies or not. It is the principle of the service all around. While the food was great, the service was mediocre and we will not be returning.

*UPDATE: I reached out like was asked by the owner, to STILL be ignored. This restaurant completely lost my business. It's sad to see people just don't care anymore about decent service. Legendary service?...