Texas Roadhouse — Restaurant in Pittsfield Charter Township

So disappointed Texas roadhouse has definitely dropped the ball since the pandemic. Me and my husband decided we would get Texas Roadhouse to go for Valentine’s Day I have never made such a huge mistake in my life. Almost immediately we had nothing but problems with our order we placed our order right before 4:30 and we were told our order would be done within 25 to 30 minutes this was certainly not the case we did not receive our order until 5:50 PM 50 minutes later.things only persisted to go downhill from here let me mention that we live out in the boonies so it’s a little bit of a drive so it takes us about 35 minutes to get there one way so once we get home and we sit down to have a nice meal together we immediately notice that my sirloin was not even cooked my husband sirloin was extremely overcooked both were supposed to be medium rare . I had the shrimp combo and my shrimp were over cooked and over seasoned I am emediately got on the phone to call a manager in hopes that we would still be able to salvage some kind of Valentine’s Day dinner sadly that was not the case I was told that the manager was too busy and I would receive a call back unfortunately we did not and we ended up having to purchase food elsewhere I was successful in getting A hold of a manager the following day they apologized and sent us a $30 voucher to me it kind of seems like we were not worth the time and we were not valued as a customer $30 does not even come near close to taking care of the huge inconvenience that we were left with our order alone was 50 something dollars The least they could have done was refunded us for our entire order.and then because nobody got in touch with us regarding replacing our order we had to buy food from another establishment in my advice don’t come here during a holiday especially for a to go order because obviously take out guest are not a priority just because you’re not there in the restaurant this is one of the worst customer service experiences I have ever had and it will be a long time before I go to any location again. #Way to put a damper on Valentine’s Day #Spent more time trying to get our order and then with each other. PS this is also the six time they’ve messed...

Food and drinks were okay. It’s what I expect from a chain restaurant.

However my complaint is with the service. I signed up for the waitlist online like I do at every restaurant in Ann Arbor that offers this service as it’s easier and faster. Never have had an issue with these services until tonight.

I get the text to come in, my partner tells the young gentleman behind the counter the name we booked under, the whole time his face is in his screen in front of him, and his literal words to him are “we are waiting for a few tables to cash out and than we will seat you.” We take this interaction as he’s checked me in as ‘arrived’ and we will be seated shortly.

So we wait. Several tables leave… And we wait…. Wait some more and now 45 minutes go by. My partner is getting annoyed at this point as he’s seeing people who walked in behind us getting seated and talks to the same young gentleman.

This young man proceeds to tell my partner that “we have to tell them we got a text in order to be seated and it must of been a miscommunication.” Never have had to do that. Every service I’ve ever used like this it’s already in the computer and don’t have to tell them that. And if I have to tell you, your text instructions need to say that.

I think the only miscommunication here is that he screwed up. He never asked if we had signed up on the wait list. Never asked or told us how long the wait time was like he was going to add us to a wait list not knowing we already made a wait list reservation, his literal words are what I quoted above when we told him our name. I know it wasn’t a miscommunication and it was a mistake on your employees end that we were missed and skipped over after waiting 45 mins in your obnoxiously overcrowded lobby. So I get the sense we wernt the only one nor the last this has happened to.

service didn’t get much better after finally being seated as our waitress was pretty much MIA the whole night, and a dish was missing from my meal. Had we not flagged down the server we probably never would have gotten it.

You’ve got local restaurants with just as sub par food running in circles around you here with service. Step up your training, step up...

I had been coming here 1-2 times per week every week (pretty much every Sunday night around 7-8 and then sometimes on Thursday around 7-8 and Saturday around 7-8) for over 2 years now. I always come in alone, but I order a ton of food and tip well enough to the point that I probably provide the same value economically as a two person party. I've also always been extremely friendly to everyone working. All of the regular staff know my face and my name. I like to think of myself as a pleasant regular.

About a month ago on Sunday when I came in one of the workers (I don't know her name) quite rudely told me "we like to sit single parties at the bar, but because it's you we'll sit you at a booth." I thought the whole exchange was odd but I just kinda shrugged it off, especially because she isn't the hostess.

Tonight (Sunday, the 10th) I came in and the regular hostess, who has been nothing but kind and courteous to me the past two years essentially told me that management told her that they don't want me to take up space at a booth anymore and that from now on they want me at the bar when I come in. I was really taken aback by this comment. I don't put any of this on the hostess at all, because as mentioned she has been nothing but kind and I do genuinely believe that it was management and not her telling me that I'm no longer welcome to take up space at a booth.

The whole thing was really unfortunate. It also feels really strange to completely alienate someone like me who has given the restaurant so much business and has built such friendly relationships with the staff there. I can say as of today, this is the last time that I will ever spend money at your establishment. I suppose that that was your goal though when you sent the message that me sitting at a booth is such a burden for you. With that being said, if anyone reading this has an in on a good steakhouse/restaurant that sells steak in the area that would like my business 1-2 times a week that won't be offended by a party of 1 trying to dine with them please let me know as I am actively looking for a new restaurant to give my...