Texas Roadhouse — Restaurant in Phoenix

Went to the Harkins nearby and figured Texas Roadhouse was a great option to eat and grab some drinks after. Unfortunately, my friends and I were harassed and judged by the waitress helping us and even the manager. My cousin and I are 21 while my two other friends are 22. After ordering my drink, the waitress had asked to see my ID. I gave her my ID and it’s flipped as it’s supposed to be, and also verifies I am 21. She takes a dramatically long time to stare at my ID, which in of itself isn’t an issue. However, she then asks me if I’m 21 after verifying my age on my ID. After I answer yes, our waitress proceeds to say that I am “legally required to disclose my real age if this is a sting.” She then also takes a long time to stare at my friend and cousin’s ID’s, and also ask them if they are 21 to go along with her whole sting accusation. This is incredibly uncalled for as I am not sure what law enforcement would even set up a sting at a Texas Roadhouse. My last friend (22 year old) decided to get a drink as well. To give you some context, he does not go out much and hasn’t ordered a drink before. That being said, he proceeded to try and give the waitress two vertical ID’s since he was not aware of the 30 day rule. We then explained to him that he had to give her his flipped ID, which he found shortly after. We flagged the waitress down really quickly and showed her his proper flipped ID. I understand that this was probably a little weird to the waitress, however it did not help that she was already treating us as if we were trying to use fake ID’s. She did the same thing with my friend. Take a long time to look at his ID, then ask if he was 21. Regardless of how weird the situation seemed to her, she told him she would be back with his drink and had made it seem like there was no issue. However, when she returned she did not have his drink and said her manager needed to see all 3 of the ID’s he showed her. We were incredibly confused at this point, and my friend almost gave them to her before I interrupted asking if they were allowed to take his ID’s like that. I then grabbed them back and told my friend to keep his ID’s, and that if the manager wanted to see them she could come over to our table. She said ok, and at this point we were pretty frustrated that the waitress had been this prejudice against us for no good reason. We had done nothing deserving of this kind of behavior and were being incredibly respectful and well mannered. We are not from Northern Arizona, but figured we wanted to go to the harkins in the Happy Valley location since it was a nice area. At this point it seemed like we were being judged by our waitress because we looked out of place or something. The manager finally comes and doesn’t even announce herself or be well mannered to us. She just shows up and starts the interaction with a condescending “ID’s please.” to my friend. The manager then looks at all 3 ID’s and finds some remark to give about all of them. The first two weren’t even the right ID’s so I’m not sure why she was making remarks about them, as we had already provided the correct horizontal flipped ID. She then looks at the horizontal ID and says “It doesn’t have an expiration date.”, as if that was an issue and we were trying to provide a fake ID. The irony of this makes me almost laugh as the manager doesn’t know that a standard Arizona State ID does not have an expiration date, yet is trying to treat us as if we are trying to present a fake ID. We tried to explain this to her, as it is a state ID and not a Driver’s License. But the manager just gives my friend his ID back without telling him if he was gonna get his drink or saying anything to us. She just walks off, and our waitress and the manager are just gone with no explanation. I was uncomfortable so I got up and saw the manager talking with someone on her cell phone. At this point, I’m sure anyone in our situation would reasonably think that the cops were getting called. Despite this, instead of just leaving altogether I still paid for the 3 drinks we got...

We went. Into the Happy Valley location to try again.I ordered a ribbon and told the Waiter bartender austhen that I didn't want it burned.He asked me.How would you like your steak?I said medium.He told me that he can't control the cooks and it would come out the Way that they cook. I wanted it medium which is fine. Couldn't even undercook it but I told him I didn't wantna burn. Guess what it came out burned again. This is why we quit going over there. Because when you order a steak, you don't get it the way you want it. My. Wife ordered the Porter house t-bone.It was beautiful When my steak came out, it was burnt. Of course, for like the third straight trip, we've been there. He told me that it's a ribbon and it should be burnt. Because it has fat and Bologna. Loni, I cook ribbons all the time. And they're perfect, but somehow or another.Every time we go to texas roadhouse they burn The stakes I shove my dinner in front of me. Because I am not going to eat another burnt. Beef stake, why ask me how I want it if you don't cook it the way? I want it, so then the manager Matt comes over. And says, what can I do for you? I said I don't need anything. I just asked for my dinner to be cooked. The way I asked to be cooked. They're being cut. He says, I took it off your bill. What else can I do for you? I'm not looking for a freebie. I'm looking for the food to be cooked the way that I ask. So they took my stick away, which was fine and took the money off of it, but again they burnt my steak 3 times in a row. Now that's why we quit going there. I'm not the only one they're serving these steaks to people and they don't complain, but if they're gonna go there and spend your money, you should get what you deserve or order. I liked Austin. He was a good guy. The funny thing as Matt walked away. He went and patted Austin on the shoulder. Like you did a great job. Although he didn't, he didn't give us what we ordered. Shame on you, Matt the manager. You should train your people. The cooks the servers. The bartenders to get what they pay for. Customer service has to start somewhere and matt doesn't know how to train his people to give the customers what they're paying for this is my prediction When you? Promote somebody to manager. They should be a manager and trainer. People and expect the best for their customers. Texas Roadhouse is not doing right by their customers give me a week. And I will show these people what it's like to run a restaurant, especially when there's $35 plus per meal. Get it right Texas Roadhouse. You haven't heard the last from me. I'm not just here to complain. This is the third trip in a row that they have burned our steak for no reason when we told them what we wanted. Tell me Texas Roadhouse, you don't want to give the customers what...

I used to love this place, food is excellent, usually.

We arrived and waited in our car until called in. When we were seated it was the table next to both the bathrooms and the kitchen. Very noisy and high foot traffic. We asked for another table and their response was to go back outside and wait again. This didn't seem right so we asked for a manager. The assistant manager came to our table and agreed with the decision for us to go out and wait. When asked why we can't wait at the table we were at she told us they need it for someone else. She eventually allowed us to wait by the hostess stand. Another table became available after a wait and we were seated. Out of curiosity we decided to watch the table we were previously at and it was finally occupied 10 minutes after we got our other table. OK, well time to enjoy some great steak!

We ordered and after our food was delivered I noticed that I had a nice long piece of hair running from the baked potato through the steak and off the side of the plate (see photos). I pushed the plate aside and waited for our waitress to return. She was very apologetic and sent it off to get a new plate prepared.

After a short wait the same assistant manager that we had talked to previously delivered my steak meal. She sat it down, matter of factly saying here's your steak and walked away. No comment on the fact their was a hair in the food. Makes you feel as if you should have just picked the hair off the plate and ate it. Oh well again.

Our food was awesome! After finishing our meal our waitress, who singlehandedly salvaged the evening with her kindness, asked how was everything. We briefly covered the series of events with the table and talked about the hair issue. She, unknown to us, talked to the main manager who ended up coming to our table.

We explained the series of events of the evening and his response was that Covid has placed rules etc and they have to follow them. After his matter of fact speech we felt valued as a customer, NOT. He did comp us for the food, which we appreciate (did not ask for and was not our intention). We left with the impression that as a patron we were not valued and they would have rather been somewhere else (and at this point so did we).

Our waitress made us feel that she was glad we had came in, management did otherwise. Even with the food being comped, we wish we had not picked Texas...