Texas Roadhouse — Restaurant in Paducah

We started off the dining experience at 9pm Friday being immediately seated after checking in online. Our server spilled the drinks all over the floor, splashing us and our neighbor. She was unapologetic and said, "It happens!" She took my wife's order and then when she came to me, I had to stand up so the bus boy could mop the floor. I clearly stated I would like the "Porterhouse" to which she asked if I wanted bone-in? I shook my head and explained to her that the Porterhouse only comes with a bone, it's not an option to get a boneless Porterhouse. She said they do offer it here! This was my first clue she was going to screw up the order. I requested it to be cooked rare and tried to explain that our previous experiences at TRH they overcook the steak way beyond an acceptable level... But before I could tell her anything she was gone. When the kitchen staff presented our meals, he brought my wife's meal out and it was correct. But what he brought me was a Prime Rib with Bone in. I told him I ordered a porterhouse, not prime rib. He agreed that this was not a Porterhouse and took it away. He came back a few minutes later and said the order was for a prime rib and wanted to make sure I hadn't changed my mind after ordering. No, I clearly stated to the server I wanted the Porterhouse and I even made it clear that Porterhouse steaks do not have a bone in option, it's a standard feature. He laughed and then apologized on her behalf saying she obviously didn't understand what I was asking for. While they were correcting my order, a gentleman in a purple TRH polo stopped by to ask if everything was okay. I explained the situation with our meals and he said he would be putting his hands on this matter. About 12 minutes after the manager stepped in and long after my wife had finished her meal, my steak finally arrives, cooked blue rare. I was pretty upset by this point. I was almost through with my steak when our server finally showed back up and asked if my food was okay. "It's kinda late to ask now," I said. She did not apologize for the miscommunication at all. She said it was an error on her computer. Way to pass the buck, considering she didn't know what a Porterhouse was... but she left the bill and walked away before I could ask her about a box. And the next time she came to the table, she took all of our food away, no offer for a takeout box, no offer for desserts or refills on our drinks. Just the receipt asking for a nice tip if we don't mind. I have never been made to feel so unwelcome at TRH before but this experience has been the worst. We were trying to overcome a tragic day in my history. I even tried to explain to our server that it's been a long road to recovery since the accident and we were hoping to finish the day out on a pleasant note. She seemed uninterested and just wanted to get through with this order so she could get on to the next. And finally, the entire time we were dining here, we watched this young guy at the host station who was wearing a TRH shirt, spend most of his time playing on his phone! (See photo) the person who presented our meal said his name was Riley. The manager said he is usually a busses, but he had to ask him to assist the hosts because too many people called out. In the 74 minutes we were seated at the table, he sat exactly 3 parties while the other two girls did the rest. And meanwhile he was on his phone or chatting with the other two hostesses. Any time the manager with the purple polo was close enough to observe him, the phone was hidden. Otherwise he had it out in plain sight and was actively chatting with...

I'm incredibly disappointed with my recent To-Go experience from Texas Roadhouse. What was supposed to be a convenient/expected meal turned into a frustrating and ultimately unsatisfying ordeal. First and foremost, portions of our order was missing entirely. One sauce missing is human error, but between each sauce and gravy? Fail. I'm not even sure how one can mess up mac and cheese, but there's ONE spot of cheese on top of noodles (please see the picture). This wasn't a minor oversight; it was a substantial error. This is simply unacceptable. To compound the problem, the staff at the pickup location were completely disorganized and unhelpful. When I asked about the when the food would be ready, I was met with blank stares and multiple promises of "it's getting bagged up." Never have I seen "getting bagged up" take over 30 MINUTES. There was no attempt to rectify the situation, no offer of a refund for the LATE food, and no sense of urgency to resolve the issue. It felt like they were completely overwhelmed and unprepared, yet could not admit it. The final insult was the wait time. My order was scheduled to be ready at 8:09pm, but I didn't receive it until over an hour later, at 9:11pm. Texas Roadhouse corporate probably needs a new backend system entirely if they cannot semi-accurately judge when food can be readied. This kind of delay is disrespectful to customers and demonstrates a complete lack of regard for their time. When you order To-Go, you expect it to be ready at the designated time, or at least within a reasonable timeframe. Overall, this experience was a complete failure. Missing & wrong food, a disorganized and unhelpful staff, and an excessive wait time combined to create a truly disastrous experience. I will not be returning to this location and would strongly advise others to avoid it, especially for takeaway orders. I'm hoping customer service may take action. This level of service is simply not acceptable, and I expect far better from a restaurant of...

We went for lunch on Saturday, Feb. 10. We arrived at 11:00 when the doors opened. Our waitress was great, very friendly and attentive. I ordered a 6oz sirloin with a salad and sautéed onions. The other person with me ordered the herb crusted chicken with green beans and mushrooms. My salad came out promptly. However, at 11:40, we still had not seen our food. The waitress came by and noticed the same thing. The table beside us had their food turned in at the same time and had theirs 10 minutes earlier. Our waitress went to the kitchen to check. Then, I saw her to get the manager on duty. The manager goes back to the kitchen and then a few minutes later our food comes out. The waitress comes to check on us and asks if the manager had been by. At this point, she still had not spoken to us. The manager finally stops at our table and this is our conversation, “How’s everything taste?” “It’s good, thanks” “I checked on your food and it was 29 minutes from it getting turned in.” And then she walked off. Now, we were wanting anything free, but that was the worst apology I’ve ever heard. That was her way of just telling us we were wrong and not apologizing for our wait. So, I got up and went to the manager who was now on the other side of the bar. “I did not appreciate how you just handled that. No where in there was an apology. I’m not wanting anything free, but it seems an apology would be in order” “I did apologize!” No, you did not. You told us that it was just 29 minutes to wait so we were obviously wrong.” She muttered out a weak apology and I turned to walk off. Then she turned to a waitress standing near her and rolled her eyes and laughed. So, she obviously didn’t understand why I was bothered. Out waitress came by later and apologized for the manager and said she thought the manager would have come to problem solve not to make things worse. Luckily, the food was good and our waitress was great. Your manager for Saturday, Feb. 10 lunch needs a new a...