Texas Roadhouse — Restaurant in North Carolina

I was visiting my son for his 16th birthday and he wanted to go to Texas roadhouse to eat. I drove all the way from Florida to see him for his birthday. , I told them we had a party of nine they asked if everyone was there and I said we are waiting on two more people. they said could not seat us until our entire party was there. After 10 minutes, the 2 people text me ETA 30 minutes, so I decided that we would go ahead and get our table and when they came, they could get another table so as I approach the hostess stand, there were about five hostesses standing there none of them, smiling none of them asking me what I needed none of them really even making eye contact with me and I said to one of them were ready to go ahead and get our table so we need a table for 7. she did a hand gesture pointing me to the head hostess that was standing behind the podium . so I told her the same thing I said to the other girl, I said we’re ready to go ahead and get our table. We need a table for seven and she begins to tell me that they don’t have a table big enough that they only have one that seats eight OK so here’s the problem why did they make us wait 10 minutes to tell me that information because I would’ve made the decision 10 minutes earlier to go ahead and get the table without the other two people we were gonna have to get two separate tables anyway . so I told her don’t worry about the other two people we want a table for seven she then begins to tell me how they can’t put all nine of us together and they can’t seat us until the other two show up. I repeated myself again. I said we would like a table for seven we’re not waiting on the other two people. She repeats the same information to me again about how they could not see us together if we aren’t all here together. I again repeated myself again, probably at this point a little smart assy but I don’t care. I had already repeated myself like four times and nobody was getting it and they were really rude with their demeanor. so I said look about the other two people aren’t here yet they can get a table whenever they come in wherever it may be will you please seat us we are a party of seven we would like our table now . She was taken back because now she thinks I’m being rude so I go over to wait with the rest of the party and I’m texting the people that aren’t there yet letting them know what’s happening and to just get a table when they come in and maybe they’ll be one near us at that point I’m trying to text a hostess who is standing about 15 feet away is raising her voice And saying follow me well I didn’t know who she was talking to because I was still texting the other two people letting them know what was happening so when they got there, they would know what to do and she raises her voice, even louder and says follow me your table is ready!!!!! Looked over and she has two baskets of rolls and when I looked over, she wasn’t even looking at me or in our direction for a few seconds, and then she finally did look at me, and I realize she was talking to us so I gathered my party and told them that our table was ready and we went to sit down and I spoke to the manager immediately about how I had been treated. I was tearful because it was my son’s birthday and this whole hostess group acted like they hated their jobs. The manager was very apologetic, and he was nice. He did comp out appetizers which was nice. However, the food was very subpar. It was cold. My sweet potato was so cold. The butter wouldn’t even melt. My steak was dry and overcooked and way more tough than any ribeye I’ve ever had. I did not complain about the food because I was honestly too exhausted with the experience to even make a fuss. The service at the table wasn’t too bad. We tipped her nicely but we told about four people that it was my son’s birthday and got ignored. They didn’t sing they didn’t bring dessert. They didn’t even offer if we wanted dessert even after we paid the check we told them that it was his birthday and we still were ignored. It’s not even worth...

To Whom It May Concern:

Good evening! My name is Dr. Deidrea Stevens! First, let me say I ALWAYS enjoy the legendary service each of your establishments provide. You have a brand that is reputable, not only here in North Carolina, but also in every state I visit. As a consultant, I travel often. Your establishment has become a consistent meeting place for me and my clients.

As with any company, there are times when the service may not be as efficient as we would like. In those cases, I allow grace to be my guide. However, last night was not a visit I am able to ignore as it was subpar the legendary service I am accustomed to in your establishment.

My family arrived with a party of 11. There were 6 adults, 2 teenagers, and small children ages 1, 2, and 4. Now, please let me preface this concern by stating my family arrive at about 9:20 with the restaurant closing time of 10:00 p.m. I do understand the undo pressure this may have imposed. However, when we arrived, everyone was in clean up/closing mode. Therefore, the service provided was a bit curt, matter of fact, and slightly rude. Instead of being attended to as the customer, we were made to fit within the confines of the clean up schedule currently in progress.

We were immediately notified the store would not be able to accommodate parties over 8, and we would have to be seated using two booths. That was fine. We were prepared to sit the teenagers in one booth and the adults and babies in the other booth. In the middle of being briefed on our accommodations, the floor house manager, Brook, abrasively communicates again the restaurant cannot seat parties over 8. I was appalled, because the other waitresses and I had moved beyond this point, and were trying to figure out how to use the space being provided. I politely communicated this fact to Brook, and she subsided. However, her tone and aggressive behavior had already set the tone for our experience for the night.

As we sat down, I noticed there was an adjacent booth with more room that could accommodate the adults and babies in our party better. I was told we could not sit in this booth, because they had already broken the booth down, and we had to use the two booths assigned to us. We even offered to help them clean the table so we could sit comfortably in the restaurant. I was taken back, because clearly, after sitting in our assigned booths it was obvious we had no room. There was no room for appetizers, no room for our drinks, nor was there room for our meals. At one point, one of the children in an attempt to reach for their food (which was not far by the way) and knocked over a glass of water on the table. This is not an uncommon mishap for children during dinner. However, this time, it was clear the only reason the accident occurred was due to having no room. Additionally, all of our orders were wrong.

My brother communicated his concern to both the kitchen manager and the store manager for the evening. The kitchen manager seemed remorseful and wanted to do everything he could to fix the matter. However, the store manager, Zack, began communicating his number of years experience and other laurels, of which we were not interested. The kitchen offered us dinner on them, but the store managers showed no connection to the poor customer service being rendered. His attitude was more of a, "Well you shouldn't come here near closing time" type attitude. Most of all, we are a family of color, and cannot help but wonder, if we were of white origin would we have been treated the same way?

Upon the night's end, and even though our service was less than horrendous, we gifted the restaurant with over $200 in investment, and left tips cumulative of $100 for the waitresses. The problem wasn't the servers. The problem was...

We came here this past Sunday, Feb 16th, 2025, to have a lunch birthday celebration for my mother. We got on the list and were told it would be about an hour or so for our group of 11. No problem there, we were ok to wait. After about an hour and 10 minutes roughly, we were told our table was ready and to follow the waitress. As we started to our table, the hostess stopped us and asked if this was the whole group. We told her there were 3 that were parking and hadn't got inside yet. She then told us that since they weren't in the building, we could not be seated and would have to be put back on the list. I said that it didn't make sense that they can't just direct them our way when they got inside, but was fine with letting the next group be seated and we would get the next available table. After 2 groups that were behind us had been seated, I asked the guy with the seating tablet why we weren't called next. He said that we were put at the bottom of the list and would have to wait another hour and 30 minutes! Unbelievable. After a lot of headache and explaining to the hostess how unbelievable that was, and if they expected us to wait another hour and a half on top of the hour forty we had already been there at this point, that we would just leave. After way too much back and forth, she finally agreed to let us be seated. As we followed the waitress to our table we were even more let down to find that they don't even have seating for a group of 11 and that we would be split into two different tables, and have two separate waiters. Which ruined the whole point of going as a group and should have been mentioned when we got on the list. At this point, we all wanted to just leave, but had already waited so long to eat that we decided to just deal with it. Mistakes were made. We ordered drinks and waited. When the drinks finally came out and I went to take a sip, I noticed a speck on my cup. Upon further investigation, I found several more inside and realized I was given a dirty glass. We did not get rolls brought out after ordering and had to catch the waiter to ask if we could have some. He finally brought them, and they were hard and burnt. We ate them anyway because he did not return for some time and we were starving. When the food came out, we were asked to check our steaks to make sure they were right. Most were over cooked, but not enough to complain and wait longer. However, my nephews steak tips were burnt to the point of being charred, so he sent them back and asked for a steak instead. When the woman with a pink shirt finally brought his replacement, it was extremely rare. He ordered medium well. She asked him to check it and when he did he said it was undercooked to which she replied "just give it a few minutes and it'll change color" and then walked away before he could respond. Along with all of these issues, my wife and mother did not receive a single refill the entire time. All of this aside, we still tipped over 20% to the waiter, and paid the full bill. We were not disrespectful and did not make a fuss. The hostess however, and the woman in the pink shirt that brought out my nephews food, I feel, were very rude in the way they carried themselves. Overall, some of the food was ok but not cooked as ordered. The waiter was friendly but not attentive, and basically, the entire rest of the experience, I would go as far to...