Logan's Roadhouse — Restaurant in Richmond

Hard to express how bad our most recent experience was - it's almost unbelievable... That being said the experience before that one was so bad this was the first time I'd been here in several years - thought maybe things had improved - boy was I wrong. Larger party (10) came here to celebrate a birthday. Called in advance and still waited almost an hour for a table. Service was SO slow it took almost TWO HOURS to get food AFTER being seated. They were busy but there were empty tables. We got drinks and bread quickly (no silverware) but waited at least 45 minutes before the server ever came back to take our order!!! Once he finally did take our order, he came back 10 minutes later to tell us one of the items we ordered was no longer sold there and we had an old menu. So my parents, who's birthday we were trying to celebrate ordered something else. He came back AGAIN to tell us they were out of one of the steaks, then AGAIN to tell us they were out of rice, then AGAIN to tell us they were out of potatoes! By this time we had been seated over an hour with no refills, no silverware and no bread refill (2 kids with us too)! We debated then if we should just leave but hated the thought of being there OVER 2 HOURS for NOTHING except one roll and one drink each. So we kept ordering replacements for all the things they didn't have. Finally, salads came out - still no silverware to eat them with. The server had to go to the kitchen because there were none washed and rolled. We spoke to a manager and got refills. Been there about 2.5 hours now. He offered to give us an appetizer but by this time we honestly just wanted our food so we could leave. I explain to him that most of our party had either waited tables or prepared food at a restaurant and we are extremely patient but that this was unacceptable (I was nice about it but honest). He went back to the kitchen and the food finally comes out. My husband's broccoli was still in the bag they steamed it in on his plate!! The food was mediocre at best and at this point most of us were too upset to eat and enjoy what should have been a family celebration. My aunt's "everything salad" only had iceburg lettuce and cranberries on it (we were at least able to get her a new one). At the end a different manager came out and offered us some free dessert coupons. We wanted to just hand them back because we will NEVER ever come here again - plus we'd been waiting 3 hours to eat a bday cake my sister made and it's past everyone's bedtime by now. We got there before 7 and left around 10pm only taking ten minutes to eat. I really can't believe some free dessert was all they offered for this horrible experience. Next time we'll stay home and order pizza when everyone's been working or traveling all day and we can't cook dinner. This was a complete waste of money. I never write reviews like this and hate that I need to, but someone...

I took my nieces and nephews out to the Richmond Ky location on Saturday nite 12-21-19. The seated us right away, (because it wasn't very busy), the young lady brought out drinks and bread, took our order and was very pleasant. The down side is after 45 minutes, I asked her how much longer as we had a 2, 3 and 5 year old that were hungry and she said she would check. After another 15 minutes or so, she came back and said it was almost ready, but the dinner my nephew ordered, they were out of. This is something that should have been informed before an hour of waiting. I told her very nicely that we were leaving due to kids being hungry. As we were getting our coats on, she came back and told us our order was ready to come out, the only problem, the other order they didn't have, which means he would have to wait at least another 20 minutes or so to get it. I told her no, and thanked her and she was a little upset, but I told her not her fault, that someone should be there managing and making sure things were going correctly. The sad part is in most places, there is a manger who walks around, checking on customers, this place I don't think even had one or else they didn't show much concern. Not even when we were leaving did anyone offer an apology except the poor waitress who felt bad about our problem. This was only the second time I had been there, and it wasn't much better the first, but I was willing to give it another try. I could understand if they were extremely busy, but half the place was empty. I can't say the service was bad, because out waitress was extremely nice, but someone really needs to be in there managing the place and seeing why it would take and hour to tell someone they don't have what they ordered. I think after 2 bad experience, I will not have a 3rd. After reading a lot of reviews, it seems that there is a lack of management at this location. A lot seemed to have the same problems over and over, food not done correctly, cold, or the extreme wait times. I don't ever like to dog a manager, but it seems like you need either new ones, or they need the authority to fire and re-hire for positions. This business is not going to survive in Richmond if someone doesn't step up and make this as good as Texas Roadhouse. I once sat for about 10 minutes without them bringing our drinks, the manager was watching everything. Even tho we told him it was only a few minutes, it was still too long for him. He brought over another waitress and gave us free appetizer just for a 10...

Let me start by saying that we normally visit the Logans in Frankfort and Lexington KY and have always been pleased. Staying true to the brand we decided to stop in at the Richmond KY location. What a difference it was. The only thing good about our trip was the initial greet. We were seated a little before noon today and were one of about 5 tables in the restaurant. We got our rolls and then sat for a few minutes before the server came by. She got our drink order and then our lunch order at 1210. After about 45 minutes and not seeing the server for sometime I approached the host stand to see what was going on. There was another server with his feet propped up on the counter where he seemed to be rolling silverware but due to him also being on his phone he didn’t lookup the 2+ minutes I stood there. My server was at a pos terminal going over a check and after another couple of minutes I interrupted and asked where our lunch was. She said they were just cooking the fish and it would be right out. That didn’t happen and after several more minutes she came by and apologized again and said she was going back to get it. This time she returned and apologized and when asked what happened she said there was only one cook and tickets were backed up. Keep in mind that we saw other tables come in after us, eat and leave before we ever got our food. I mentioned this to her and she just shrugged it off. When we were finished with our meal she asked if we had room for dessert and we declined. She then said she would check with a manager if he would adjust the bill due to our wait. It was at this time that I visited the men’s room and had I gone there before ordering we would have just left. All the urinals, toilets, sinks and floors were nasty. It had a very strong smell of urine and looked as if it hadn’t been cleaned for sometime. Keep in mind it was not that busy to have it this dirty. When we paid the bill and were leaving I was hoping to speak to a manager but none were in site. Maybe they were all cooking who knows. We went in for a quick 30 min lunch and left after an hour and a half and not the slightest bit excited about anything. I am posting this in hopes that whatever is going on at that location it gets fixed. We will definitely not be back and the worse part is we left Panera which is always good and came to this...