Texas Roadhouse — Restaurant in Poquoson

We visited the Yorktown location last night as it was the last night of our vacation and we wanted some good, reliable food and, at least in Hickory, NC, we can always count on all of those things. Not last night unfortunately. Last night I can definitely say was not only the worst experience I have EVER had while eating at a Texas Roadhouse but at a restaurant period. We were sat at 7:39 pm beside a group of teenagers or young adult men who were cursing loud enough for my 3 year old to hear which is fine I guess. What’s good for the goose is good for the gander. However, our waitress Hailey came to take our drink order and could barely hear my questions over them. As she brought our drinks back she then immediately walked away. She did not ask if we were ready to order, if we needed time to look at a menu, nothing. We also were left without straws. 7 minutes goes by and we still have not seen her and at this point my 3 year old is thirsty and impatient not to mention hungry. Finally, she comes around the corner with straws but immediately drops them on our table quickly and proceeds to turn to the table full of young men beside us and talk for another 17 minutes. I waited to allow her to wrap up the conversation because I too was a server once and can appreciate that she was just trying to make money but she also has a job to do. My fiancé, my son and I were also her table and equally as important as the boys that had already had their food and were just chatting her up. I scooted over and interrupted her conversation stating that my son was hungry and needed to eat and we were ready to order whenever she was. I understand that can be rude on my part but at this time it had been multiple dismissals and I was hungry and ready to eat and get back to the hotel. Our waitress, Hailey, was visibly upset by that, as she had a right to be, but again, you have a job to do and unfortunately it isn’t social hour with your newfound buddies. Take care of your tables first. Then flirt. She stormed off and put our order in. Afterwards, for the entire rest of our time there I could see the managers at the POS stations with other servers making visible eye contact with me and talking about me right in front of me. If you’re going to do that and explain the situation to your manager, do it in the back on the line or in the office not in front of your table who can visibly see you. That is highly unprofessional not just on your servers part but also on your managers. However, since I know they were made aware of only her side of the story and what happened never once did any manager or supervisor come to our table to discuss the issue. They just stood there gathered at the POS, stared and laughed amongst themselves. Also, your SA’s were hollering across your dining room at your host stand which is also unprofessional. There’s a reason you have headphones with mics. We waited 30+ minutes for our food and what the servers and managers did not know is, I worked at Texas Roadhouse in Hickory for about 1 1/2 years. I expoed for their very kitchen. I know what steak looks like when it’s been left to sit in a window. Mind you, the ENTIRE time we were waiting on our food, our waitress never came and check on us, never refilled our drinks, nothing. Just pure ignored us the entire rest of the time. We had people around us who were sat after us get their drinks and food prior to us. We only had 2 8oz sirloin cooked med rare that’s an 8 minute cook per steak. I have never in my life been treated with such disrespect and disregard, never in my entire life. Not only did they neglect me and my fiancé which is fine, we can play the waiting game. We’re both petty we would’ve sat there and waited till morning, but you neglected my 3 year old who kept asking me when his Mac and cheese was coming. I’m tearing up as I’m writing this and almost cried at the restaurant because one thing as a mom I do not like to hear is that my baby is hungry, We got our food at 9:17 and finally left at 9:45 pm. We will not be back to this...

Went to this location for a birthday gathering. It didn't get off to a good start from the very beginning. We had a party of 7 adults which included two physically challenged in attendance. One of the parties had recent amputation walking with a walker whom was the birthday person and the other was in a wheel chair. When we arrived it is on time, the manager had us assigned to a table with a platform. ???? We went back up front after letting them know this wouldn't work. They had us wait and then made a second attempt at a table that logistically was able to seat the wheelchair without blocking the lane. We then mentioned that a full 2 length table area off to the side that we passed was available and requested the area. We once again went upfront to provide time to clean. FINALLY we were seated and ordered our food which three of us had picked out steaks upfront and my husband ordered appetizers. 45 minutes in my husband asked where it was. The waiter checked and brought it to us Luke warm. He ate a few bites and pushed it away. Then came the main courses and they were Luke warm, granted it was an hour in the making. My and my husband's rub eye steaks were flipped on the cooking temps. We asked for the Manager and to our surprise we received a unprofessional response immediately upon her arrive to our not so happy birthday celebration. As soon as she came over and we explained the hour wait she put her head up and said it was not. (Really) She then asked what we wanted her to do and started collecting our cold plates with attitude. She( manager) never apologized. We received our food back within 10 to 15 minutes and our steaks were not the same quality as what we ordered. We were not given opportunity to re-select our choice of meat. We took a few bites and asked for boxes. We waited to see if she (manager) would check in on us and that was not happening. So the asked the manager if to return and she sent another young man under her to tell us they got our food right and there would be no adjustment given, it is the restaurant policy. No desert, no discount, no complimentary removal of tea/ soda. NOTHING. We asked for owners name and corporate. We packed up and left with no eye contact or verbal apology. This was my first time going to this location in over 3 years. I have never had a issue before or the others in our party. We opened a case and received a very generic response about coaching the team through a text. The owner never responded to our request to speak with him. End of story. I write this to say, customer service is everything. You lost customer's that I can only say from the response don't matter enough. This is not the experience we expected. Customer service was absent...

Ok... so let me start off by saying that this is not the first time that my family has been to this location, and to be fair, we usually enjoy ourselves, and the food when we come. But man, oh man. Last night was the worst occasion we've had. It started off with a little wait. That's not unusual, but then, it took a minute for someone to come see about us after we were seated. Now, with that being said our server Lexi was wonderful and she hustled and did her best. But it seemed like the kitchen staff couldn't get it together. I get my beverage... glass dirty...get our utensils...dirty. She brings out more utensils... STILL DIRTY. Our appetizer was missing condiments, the rolls were way smaller, about half their usual size. So finally my after going through bout 4 sets of utensils, my husband gets fortunate enough to get some with a clean fork so he gives me one of his. THEN, they get my order wrong, and by this time I'm ready to go. Not only were things unclean, and my order wrong, but it was FREEZING in there. People were getting their food and asking for to- go boxes and blowing on their hands to keep warm in our section. We had to put our hoods on it was so cold !!! Neither my husband or my son thought that their meal was as good as it usually is. My husband even used steak sauce this time around. Normally he doesn't because its usually very well seasoned. And my son didn't even finish his burger which never happens. It was just a bit of a hot mess. It took them a good minute to get my order situated and by then I just told the young lady to box mine to go. And the crazy thing is, the server who bought my steak out didn't even have the rest of my food with him...just my steak, so we had to wait even longer for her to go box up the rest of my meal. Meanwhile, I'm not sure how Texas Roadhouse trains their managers, but NO ONE came out to apologize or anything. No complimentary anything, not even a kiss my foot. Back in the day restaurants used to care about the customers experience, but I guess those days are long gone now. And as I end this long review, I will add that Lexi was very apologetic. And if it wasn't for her we probably would've just paid for out drinks and left. I don't know if anyone from corporate will read this, but I think that they need to make an unannounced visit to see what's going on at this location. We were very disappointed. It will be a while before we go back. Last night left a really bad taste in our mouths. No...