Texas Roadhouse — Restaurant in Orion Charter Township

Placed a To Go order for (1) entree and (2) 12 dozen rolls and butter. Pick up was set for 1:15. I got there at 1:09 and waited for the text. No text message so I walked in at 1:17.

Gave the gal my name and she said that they were baking the last order of bread but that my order was complete. That should’ve been my first red flag; “bread baking” does not mean complete. That’s like me telling my boss that our savings target was reached when I’m still waiting on rebate checks. I’d be fired for lying. Second red flag is how slow she was moving in an “I don’t care” attitude. Not the Texas Roadhouse service I’m used to. Like I ordered food AND added a tip to pick-up order. At least move at normal speed.

Waited around and finally she came out with the missing bread. Double checks my order and says I’m all set. This is five minutes after my pick-up time. I received the text that my order was ready at 1:20 pm. I incorrectly assumed that my order would be accurate because I paid for it and the receipt thing had everything checked off.

Grab my order and head out. The ONLY reason I picked Texas Roadhouse is because my son LOVES their rolls and butter and we were celebrating his birthday. I get to my destination and pull out the food and I’m missing my “complimentary rolls” that came with my entree and all the cinnamon butter that was supposed to come with the (2) 12 dozen rolls.

Call up the restaurant to let them know. Get on the phone with a manager. Firstly, I’m told the rolls that come with entrees are considered “free” so they won’t make them but would send me a voucher for the rolls. I know business, those rolls aren’t free. The cost is just wrapped up in the entree cost. Secondly, I’m told that I can come and pick up the butter or they can send me a voucher but the butter “is only $1.99”. I don’t care if they’re $1.99; my son loves the rolls and butter and it’s his birthday.

What the “kicker” was is that the bread boxes had flowers drawn all over them. So your employees have time to draw flowers on the boxes but can’t make sure orders are correct or timely? The response from this Texas Roadhouse tells me that customer service and accuracy are not prioritized.

I’m fighting every urge to not have my CC cancel the charge since I did get some of my order albeit...

JAMES the service manager…. Rudest guy I’ve EVER met at this location. I come here all the time and have never had a problem until today. I was finishing up my meal.. at the end I had asked our waitress if she could apply the “local hero” discount on our check, she had responded of course. I am a first responder… I get this discount every time with 0 problems… until now. Our waitress came back and said “our manager won’t do the discount” I was caught off guard and she asked if I wanted to talk to him myself and of course I said yes. James came to our table and he immediately had an attitude and was very aggressive towards us. I had explained that I get the discount no problem every time I come in and I wanted to know why he was the only one to tell me no. He asked “are you military?” I said no I’m a first responder. He cut me off and said “we only give the discount to military, not first responders”. I still tried to explain to him I’ve always gotten it with no problem and everyone does it for me. He explained to me that “no one is supposed to be doing that, it’s for military only”. Out of all the times I’ve gotten the discount I wondered why he was the only one to refuse, I thought maybe he didn’t believe me, so I even showed him proof of my license (which I shouldn’t have to do) just in case, and that didn’t work. He had said “I don’t care about that, if you’re not military the discount does apply to you”. The conversation went on back and forth and I even asked if he could call a different manager since I knew a different one would do it like other times, he responded with “no I’m not calling anyone for you, the discount doesn’t apply to you”. I really hate to be this type of person, but at the same time.. if I’ve gotten the discount before… it’s frustrating that out of no where.. one guy decides to say no because “they aren’t supposed to”, which is weird because you would think if it’s a rule.. then it should be well known to everyone? James should NOT be “manager” at this place, he’s very disrespectful, rude, unprofessional and clearly doesn’t care about customers or how he’s supposed to represent the restaurant. My 1 star for service is only meant towards James… our waitress was amazing and we’ve got no complaints and only nice things to...

We have been so excited to try this place, since we pass it all the time while shopping. Finally yesterday was the day! wow what a disappointment!!!! The hosts were super kind and cheerful, we were off to a great start! However once we got seated at table 223 it went down hill fast! Our server Nevaeh came by got our drink orders from my husband, dropped them off and she didn’t come back by for over 20 minutes to get our food order. However since the place is wide open… we could see our server Nevaeh over by the ordering station gossiping her head off with another girl on multiple occasions during this time.. She finally comes from behind us and asked very loudly are you ready to order… so we ordered our food.. finally. 2 steak dinners and asked to add on a salad so I could get it before our meal, After ordering… she asked “do you want bread” And I responded “yes please” Well waited and waited and waited and waited, &that bread never came, until my husband finally asked one of the busser boys who took care of us immediately. Mind you we can STILL see Nevaeh gossiping with her friend, which means everyone can see her and the tables closer can hear her. Very inappropriate, About 15-20 more minutes goes by and she finally brings my salad, as she looks down and see’s the bread on the table, you could tell she realized she forgot but didn’t even acknowledge it.

After getting our food our steaks came out way over cooked. My husband got med. his was chard and Burnt, and I ordered well done but that doesn’t mean a burnt brick. At this point we had been there for soo long we just ate what we could and boxed up the rest to give to our dogs considering it was my husband’s birthday and we had other places to be.

Obviously I felt terrible this was happening on his birthday but was just trying to just make the best of it!! At the host stand they ask for any special requests when seating people.. honestly had I known what I know now I would of special requested not to be Nevaeh’s sections. I’m just trying to spread awareness and help others so they don’t have the same...