Texas Roadhouse — Restaurant in Pooler

Update - The following day I received a call from the partner/owner asking for a call back to cover the issues. I texted when I was available but there was no further communication. One week later I see the response 'we would like to talk' posted on the review. The steps are not hard. Ensure the personnel at the site are properly trained with supervision following up to make sure they are actively working. If there is lack of customers, cleaning is always needed, fill the condiments on the tables, and/or clock out so the company is not paying for people who are not working. Fix the phone system so to-go orders can be place without getting pushed into a loop of 'tired of waiting, use our app to place your order'. Fix the app and online ordering process so that when the restaurant is open, possibly shut down online ordering 30 minutes before closing time, so orders can be filled timely. The phone and app maybe more complicated but there are vendors that can provide the service to ensure customers can contact the restaurant so they can place orders and spend their money.

I tried to use the roadhouse app to place my order but after five minutes of selecting the items that I wanted, the app said that online ordering was not available at this time. I tried through Uber Eats and Google, but was not able to get the order placed. I called the location and the automated system answered and said I had reached the right location, but no one would answer the phone. I placed three calls prior to going to the location with no one answering one of the calls. When I arrived at 9:15PM there was a 20 minute wait on a 10PM close time to get a seat so I elected to get an order to go. I placed my order with one girl at the bar who went home before my order was delivered to me. I spoke with the only girl left at the bar about 15 minutes in and she said my order would be ready soon. I waited about 25 minutes from the time of placing my order to get my order. When my order came out, it was one of four orders with the other three orders placed 7 to 10 minutes after mine. I paid for my food and as I was leaving, there were four employees idle at the front door so there should not have been any waiting for a table. I went back to my hotel to find that I was shorted my salad so I tried to call the restaurant again to let them know I did not receive my full order but as my calls from earlier in the evening, no one answered the phone. When I went to eat my steak I found that it had been sitting for a while in the kitchen because it was cold less than 10 minutes from the time I received it. Overall, a very bad experience. Once I heated the steak and potatoes, it was good as usual. The management team at this location needs to review how they run their operation to make sure the phone systems are working properly, are answered appropriately and all of their personnel are effectively being used to improve the customer...

1st- Was told by the host that I couldn't seat myself after parking when the rest of my party was already seated. I ignored that and kept walking.

2nd- Our waitress had the absolute worst attitude after my sister (who is 42) couldn't produce her ID after ordering a drink. She's very obviously over 30, which is the threshold. Also, she offered to show the waitress a copy of her ID which she had on her phone. The waitress refused and said that was illegal. This is actually legal in the state of Georgia. I'm 56 and was not asked for an ID. This blatant attitude issue and absolute show of ignorance by the waitress automatically made us not even want to be there, much less spend any unnecessary money. So, I decided to just order my drink at the bar instead of through her.

3rd- I asked for a basic rum punch at the bar. Nobody could make it. I asked for a Kenny drink (one of their sugary premade drinks) with a side shot of Captain Morgan so I could mix them myself. I was told no. Asked for a double Captain and Coke. Again, the answer was NO. Then, they said that they can't serve me more than one drink at a time, and it has to be from their drink menu. Spoke to me as if I'm a child or a first time drinker, for the most part. Again, im a 56 year old man. A military veteran. Ive been drinking since i was 18. I know what i like and how to control what i drink. And its my money that was buying it. Never been so offended by waitstaff in my entire life.

Apparently, they don't have REAL bartenders or a functional bar at Texas Roadhouse. Nor is there a manager there with any common sense. A pre-made drink with a shot of Captain Morgan's added to it IS NOT TWO DRINKS! It's still just one. Just not a sissy drink.

Managing partner Steven Thomas needs to rework his personnel and policy issues. This was not our first visit there. We've been there many times before with zero issues. I am actually a TRH VIP member and we tended to go quite frequently. We were there for a four person family meal and drinks. We only got the drinks that actually came to the table and we left with zero tip given. We won't be back after this episode. And I won't be suggesting it anymore when the time comes to eat out as a family. I actually don't even want to walk into any other TRH at this point, due to...

Online Order - Walked in once to pickup and returned as a walk in for order issues. Order was super fast ... Steak 2 was raw as raw could get. Asked for medium not rare. Wanted no Onions got onions. Food was Cold at pickup ... whatever we were tired and hungry so we used the microwave, mind you we were staying across the street. Apple Pie was also missing from my Order. I walked back across the street to return the gross steak and get my pie and a full refund of my whole meal. It's 10pm on the nose, customers are still seated eating and the attitudes and the disgusting customer service or lack there of was AWFUL. Your staff should be expected to act accordingly when on the clock & until all customers have left the building ... Yes I have over 20 years in a customer service setting. Finally after being passed by multiple times I go to the Bartender and needless to say the attitudes I get are awesome🤦‍♀️, not. Manager comes out ... doesn't ask to see my steak after voicing my meal issues. I open it and she looks at me and then says she will take it to the kitchen manager to see and get my pie. Unfortunately the pie was being nuked in the microwave. She did try to be sweet and bring me 2 slices to make up for my issues but unfortunately dropped one on the floor. 🫨 It's ok I said I only wanted one ... She was very quick to let me leave and didn't even ask for my Order info or the last 4 of my card to submit a partial refund. I was originally offered a $30 or $40 Meal Voucher, I quickly said no mam you can refund my card. It was an odd experience and was a very unprofessional environment and yes the doors were indeed still unlocked at 10pm. She assured me that my refund would be processed and I left with my slice of pie after being nuked in the microwave ... Just not what I wanted to hear after that whole conundrum. This was the one and only time we have EVER had such a horrible experience with TRH !! This location needs to do better all the way around. I also hope proper training with cleaning, loving and washing hands is happening because sanitary practice is absolutely questionable. Upside ... Caesar Salad, Mashed taters, Mushrooms, Flavor and the Strawberry Sweet Tea were spot on even have to reheat all...