Texas Roadhouse — Restaurant in New Philadelphia

10 November 2023 Today, was my last visit to your 'ToGo' service. For the 2nd time in as many weeks, I have received a poorly prepared meal. Today's smokehouse burger was over cooked and dry. The barbecue sauce was absent. 50% of the steak fries were nothing more than shriveled up inedible skinny potato rinds. The pickle was all rind. For all that I paid nearly $14 dollars. I'll save up my dollars and eat next at the Longhorn. A restaurant that serves quality food.

28 August 2023 I attempted to order 2 meals on-line on/about 3:45. The on-line service was not permitting me to place my order. I then called and spoke with a young Lady in your kitchen who very professionally took my order over the phone for a cash drive thru pick up. I ordered 1ea. medium Smokehouse Burger and 1ea. Lil Dillo Steak Bites with fresh vegetable. This is the 2nd time in the last 3 pickup meals, I have experienced a poorly prepared meal. Today, I received an overcooked cheeseburg instead of the medium Smoke House burger I ordered. A good 30% of the accompanying steak fries were so shriveled they were inedible. The price value for what I received in the Lil Dillo Steak bites was nothing short of a rip-off. Texas Roadhouse, when did eating at your restaurant become a dining lottery experience? Sometimes you win, but most of the time you don't. While I'm well in to my retirement years, on a fixed income, I still remember when dining out at a steak establishment was something one looked forward to. It's a very sad trend of poor service I am now experiencing at your New Philly restaurant. Why is it that over time customer service and prices have become so dissapointing in the US restaurant...

Reply to TRH response: My wife and I brought our oldest son here on 1/22/2022 for his birthday lunch. Our waitress was very nice and generally, the service was great and the birthday yeehaw made his day. However, my wife's meal was a complete disaster. She ordered the appetizer combo. Her initial request was for boneless bbq wings, mozzarella twisters and potato skins. After our orders were placed, the waiters returned and told her that you no longer offer the mozzarella twisters with the combo (even though your menu description clearly offers them as a choice as does your online menu description, it just doesn't give you the option to order them) so she replaced them with rattlesnake bites. When our meals came out, the wings were cold. We (especially my wife) aren't ones to make a big deal so she was just going to leave it go. Our son would have nothing of it and called the waitress back. We he pointed at her plate and said this is cold. She apologized and said that she'd have her manager bring more out. She must have assumed it was the rattlesnake bites because that is what the manager brought out. We let her know that it was the wings that were cold and she said she'd get those instead and left the bites as well. When the replacement wings came out, they were a bit warmer, but the bbq sauce was nasty (to us) and they still didn't seem to be cooked properly. They were mushy inside with no crunch at all to the breading. The snake bites were too spicy for her stomach. So in response, we did give the manager on duty a chance to correct it but unfortunately it still fell short, hence...

I previously left a 5 star review for this location, but after my recent visit I felt like I needed to edit my review. My mother and I were sat at a table and as we started eating our appetizer we noticed water occasionally dripping on us. We also noticed in the middle of the aisle a small puddle of water and could see water dripping there from the ceiling. The restaurant was busy so it took a while for our waitress to come check on us again. When she did, I mentioned the dripping water and she told me it was something they'd been told about before. She also said she was sorry and, instead of offering us a new table or to talk to a manager, that she didn't know what she could do for us. Later on a manager was nearby and when we made eye contact he stopped and asked how our meal was. I told him the food was great (it was, as always) but that we didn't care for the water dripping on us. He asked if it was dripping on our food. I told him no, but showed that it was dripping on us and showed him the puddle on the floor. He also apologized and said he wasn't sure what he could do, but then asked if we wanted to move to the table next to us. We took him up on that and my mom and I moved our plates and drinks over. While we finished our meal we watched customers and staff walk through the water and not once was a caution sign put up. Thankfully no one fell while we were there. I'm not normally one to complain, but it isn't fun sitting in dripping water while trying to eat or worrying about people falling in the growing puddle of water next to us. Talk about a...