Texas Roadhouse — Restaurant in Richmond

Wholeheartedly Deserves 10 negative stars. Manager Mike Rinehart is not at all of a humble manager representation, nor customer service professional ( provided his business card). After our party of 18 people were misinformed over the phone in regards to seating and check arrangements prior to reserving our table (which is fine human mistake). Completely understandable.

When we requested united seating we were immediately rejected with no consideration, compassionate manner, not to mention upon approaching we were given an unwelcoming attitude and not one apology for being misinformed, any confusion or for any miscommunication nor simple greeting upon approaching.

This was promptly after accommodations for a table that was waiting prior to us were seated with enough space and tables rearranged to seat them together. Our group of 18 was denied the same considerate customer service and were told that services would end after waiting for a great hour. Our scheduled seated time was 8:15, however, we were seated at 8:45. OK… No worries we had no issues waiting due to celebrating a simple birthday. Apparently big tables get seated separately into booths, ok no worries. And they pick and choose which groups don’t.

Not to mention if kids are seated together at a different table they get their tables gets it’s own tab and the waitress is to hopefully figuring out what kid ordered what. Again we accepted their process and the manager left the table. Right after the waitress assisted us with putting in our drink orders. Upon discussing how our group would find a way to make it work for the kids table check…

Manager Mike Rinehart walked back to our table after drinks were ordered and stated with a threatening demeanor “If you have an issue, we can end the service right now”.

Never have I ever been bullied for questioning and requesting accommodations for a comfortable dinner as a guest.

When asked if we adults can order our children’s food to be put on our checks while our orders were being taken he refused and it was to be on a separate check. This man literally gave us a hard time to begin with that led to taunting us, waiting a few minutes to return to our table to threaten us to kick us out and kick us out just because we agreed to disagree.

Texas Roadhouse you have got to train your management with better with customer service. There are many positive ways you can assist while securing your guest with a welcoming and professional experience while dining in your establishment.

Whole time the waitress was noticeably, embarrassed, and polite. Good job Berenice. It would have been a pleasure for us to bless...

This location was by far the worst experience I have had and would not recommend coming here. When we arrived at the restaurant we requested a table for 6 but were told we could not be seated until everyone arrived. I could see plenty of open tables and it was not busy. We were told by the manager that they would make no exceptions, that people lie about how far the guests are, and that we would be taking up a table for other customers and if we wanted to we could order a drink at the bar. We told him that our party was arriving soon and he said there would be a table ready when they got here. We decided to go ahead and get a drink at the bar and our party arrived 7 minutes later. I went back up to the hostess and let her know our party was here and instead, they seated other people that we just arriving. I waited and then asked again and she told me they were cleaning a table. The hostess and other employees were just gathered around laughing and looking at memes on their phones. When I asked again she looked up and said "Oh your table is ready". When we got to the table we had been waiting for, the floor had peanut shells everywhere and there was a dirty napkin and menu on the seat and you could clearly see it was not cleaned. We ask for the table to be properly cleaned or just seat us a the clean table next to it. They said that the table was closed . The waitress and the lady running our section acted like it was not a big deal and that we should just sit there. When NO ONE going to a restaurant would expect to be to be okay sitting at a dirty table or being treated, second class. After we called the manager he had the same sentiment and said that it looked clean. I then pointed out the half-eaten bread and crumbs under the table and stated it was when we arrived at the table. He finally moved us to a new section with a new waitress and we then had to wait again for our table to be cleaned. We were there for a celebration so we tried not to let this ruin the evening. We ordered our food and the waitress we had was nice. Everything we ordered was correct but the food was salty and my dad found a strain of black hair in his food. The manager replaced my dad's food to-go and when my dad tried to tell him about the salty food he told him that has was wrong and that's how it's supposed to be that their location seasons heavy and the "next time" he should order light seasoning. He told us to have a good night and left. I feel like this manager had an answer for everything and was...

I've heard much of this location and the big hype and figured let us check it out. Well you need to check in online to minimize your wait cause it ridiculous on the wait. We head in to check in and it's only 2pm and the entrance is pretty dirty. Trash on the floor, it definitely needs some sweeping to make it presentable. The front needs a host to welcome and provide direction if you signed in, walk in, or have been called cause the table is ready. If not your standing looking lost wondering why are folks standing cause their is no order of creating a line. The front is extremely crowded for a entry and exit point. Seems like a possible fire hazard how it bottle necks. We get our host to walk us and they walk us through the bar passing up everyone and their mothers, when we could of walked through the walk way to not make eye contact with folks trying to eat. We are seated in the back area where the entry of the kitchen and restrooms are located. Not so pleasant to see or know that they are side by side. There is a distinct smell of kitchen and restroom odor that lingered. The breads are to die for, love the breads. The server was excellent and on point, respectful, courteous, and many of them are awesome at customer service. I ordered catfish, mash potatoes, and mac and cheese. We'll the fish was bland with no seasoning flavors, the mash potatoes with the gravy the same, and the mac and cheese was good but the noodles were like local grocery store mac and cheese noodles. The blooming onion bottom was soaked in oil and it puddled at the bottom of the plate, yikes! Lastly, the table had a odor of wet rag smell where the rag that cleans tables must of clean dozens before being used at out table. The table was sticky along with the menus. I guess the limiting of the sun coming in prevents the cleanliness of the space on a thorough level. I followed the hype and checked it out and fortunately I will not return. Remember, dont beleive the hype all the time. I was also asked "why did you order seafood at a roadhouse establishment?" I figured if you have it as a selection, then why not. Well I was wrong, had an upset stomach all day due to forcing myself to make the best out of a not so great serving of taste buds...