Texas Roadhouse — Restaurant in Phoenix

This was one of the worst dining experiences we have had in a long time. Certainly the worst ever at a Texas road house.

We had a reservation and we waited maybe 5 minutes when we got there. The guy that took us to the table didn’t bring bread which we thought was weird. They sat us at a table that was partially dirty, dirty napkins still on the seat and trash all over the floor. We thought this was also weird as usually things are better put together. Our server, Syane came to the table after about 8 minutes. One person in our party ordered a drink right away the rest of us requested waters while we looked. At this point we asked for bread and peanuts. She left and then came back with waters and took two of the other three of our drink orders. These took another 8-10 minutes to get back to us. She took our order after that. My wife and I ordered the chicken Cesar salad with no Cesar but ranch dressing. We also ordered the blooming onion but no Cajun sauce and with ranch. One of us ordered a side salad and the other a Cesar salad with a side of ranch. The blooming onion came out to us within 8 minutes or so but with the Cajun sauce and no ranch. The onion was way over cooked and dry and falling apart. This wasn’t brought by our server. Two of the salads came out for our friends but they didn’t put Cesar on his and just gave him a side of ranch and they brought a Cesar for her even though she ordered a side salad. We had this food for 5-7 minutes before our server came back over when we told her we needed ranch for the onion and that the salads were both wrong also asked again at this time for peanuts and bread (still had none). She finally brought the right salad for our friend and Cesar for our other friend even though his salad should have been replaced entirely and made correctly, but still no each and no bread and no peanuts. The salad my wife ordered finally arrived and it’s also wrong. It has Cesar on it and not ranch. We waited at least 10 minutes for our server to come back, we still never received our ranch for the onion either. At this time we told her that the salad was wrong and we didn’t even want one to take with us. She said she’d grab a manager. She finally came back over with bread and peanuts and our ranch for the onion at this time. At the end of the meal. The manager came over but she didn’t want anything to do with hearing about our experience. She said she removed the salad (which we didn’t eat so yea she should have), and took off the onion for the trouble with the salad. She don’t ask us how anything was just dry and cold. Our friend asked about a military discount and she brought a new tab with the discount but our salad (that we never ate and sent back) only had had a 12.80 discount on it instead of the full 15.99. So I brought it up, I’m not paying for a salad I didn’t eat because it was wrong. Manager was Vanessa and she came back over and when we explained the discount was wrong she rolled her eyes and left the table with an attitude. We didn’t get out check back for at least ten minutes and when it came back it was the same price as before and she tried to explain why but it made no sense. We were over it so we just paid and left. The entire food part of our tab should have been comped. Even though we had to deal with this treatment throughout the entire experience, Vanessa gave us attitude as if somehow we were an inconvenience to take care of.

Every. Single. Item. That hit the table was wrong. Our service was atrocious. And the crazy thing is we started at another restaurant and came over to Texas road house because we were craving the atmosphere and food and we were incredibly let down in every single way. I’m so...

Update: So against my better judgement, we decided to give the Texas Roadhouse, at the Metro Center location another try. This in part, due to an emailed offer (mass?) from ‘Managing Partner Drew Walker’ touting his “12 years with Texas Rodhouse. Despite the nosedive, in the quality and professionalism of the front of the house of service at the Metro Center location, in the past 3 years being within said time period, we decided to take a chance in hope against hope, that our previous disappointments at this location may be a thing of the past.

Sadly, we were quite wrong. For the FOURTH consecutive time in a row, we experienced the same exact failure in service. We ordered adult beverages first and our server, Jadis, brought them out in an acceptable manner of time relative to the volume of business. Upon delivery of the drinks we then ordered an appetizer, boneless wings, as we normally do to hopefully assure ample time to prepare before the entrees we ordered.

Once again, our salads ordered came out before the appetizer, and neither my partner, nor I dared to mention or even begin to think….oh no, here we go again. I will state at this time that upon delivery of the salads our server, Jadis, made absolutely no mention of our appetizer we ordered, from her, was running behind or any indication that there would be any further delay with such. As I have mentioned in the previous post I have nearly 3 decades, total, in food service experience, and a good part of that time I was a server from an independent diner to fine dining and know all too well the ‘order of service’ for my guests was concisely and precisely my top responsibility and priority. My attempt to convey this to Jadis only elicited argumentative excuses, so I stopped trying to get her to understand our dissatisfaction with her.

Though this may seem a trivial aspect of our experience, it is not the ‘mistake itself, but the consistency and prevalence thereof. In the 22 years of Foodservice Management, the experience my guests encountered was a resounding depiction of my personal standards and commitment to assuring, whether I was on property or not, my guests experienced a top-notch dining experience, every single visit to my operation. To attain such a confidence I confidently knew every aspect of my operation, and without question had trained my assistants and crew leadership in a manner I could, trust, they would maintain the standards I had established, unequivocally.

Mr Drew Walker obviously knows nothing of attaining such a standard, and in as such will, never even consider patronizing his operation/location.

What probably the most dismal aspect of our experiences with the Metro Center location, is that guests there that have experienced the quality of service we had, do no know how far from the consistency of the standard of any other TRH, and just not return to any TRH. suggestion to the 'Leadership', at every...

My recent dining experience at your establishment was, to put it mildly, an exercise in patience and a stark reminder that even in the realm of casual dining, basic tenets of service and culinary execution should not be negotiable.

Upon arrival, my party of five was left marooned in the entryway, a rather inconvenient obstruction, while a table languished uncleansed. One might expect a modicum of foresight or proactivity from a staff seemingly so adept at choreographed exuberance, evidenced by their enthusiastic "yee-haws" and synchronized movements throughout our stay. It appears, however, that these theatrical displays regrettably eclipse the fundamental act of preparing for a guest's arrival.

The culinary offerings, regrettably, mirrored the disarray of the front-of-house. The steaks, ostensibly the raison d'être of a steakhouse, arrived uniformly arid and utterly devoid of flavor, a veritable wasteland for the palate. The omission of a crucial second side, a mere detail in the grand scheme of a meal, speaks volumes about the kitchen's attentiveness, or lack thereof. While the complimentary peanuts offered a fleeting moment of gustatory satisfaction, they were a paltry consolation. The decor, to its credit, was precisely what one would anticipate from such an establishment – neither inspiring nor offensive.

A particularly jarring note was struck by the server's insistent lean towards the "pay at the table" device, leaving a lingering ambiguity as to whether traditional cash transactions were even a welcome option. In an industry built on hospitality, such strong-arming, however subtle, is hardly conducive to a comfortable dining experience.

Ultimately, should the neighboring Longhorn Steakhouse command a wait exceeding a meager forty minutes, this establishment might serve as a last resort, a desperate plea to satiate immediate hunger. One truly yearns for a return to the days when establishments instilled in their employees a genuine sense of pride in their craft, from the meticulous cleaning of a table to the artful seasoning of a steak. The current performance suggests a concerning deficit in this...