Texas Roadhouse — Restaurant in San Antonio

RIDICULOUS! When you think of the perfect place to have a good steak, a cold beer and celebrate a birthday Texas Roadhouse is usually in the top 3...at least it was to myself and our party of 13. We started our night on a festive note calling around 6:40pm to let the restaurant know we were a large party coming around 8pm. It's a Saturday and the day before New Year's Eve, we fully expected a bit of a wait, even calling ahead, and were told that it would probably be closer to 8:45 or 9 before we would be able to get seated. Fine. It wouldn't be all at the same table, does Texas Roadhouse even have tables that will seat 13? Of course not so obviously it's Fine. We arrive around 8 and let the hostess know. 8:30 rolls around, "we're just waiting on the tables we're going to put you at to leave and we'll seat you." Fine. We are all HUNGRY and ready to go, but still waiting patiently. 9 pm check in again. Response, to the effect of, "well we have several smaller tables all over the place we can put y'all at..." Less fine. 9:20pm bartender hears us debating whether or not to just go get tacos down the road because we are HUNGRY HUNGRY, she takes the initiative and goes over to the host stand to check out status because we've been taking up part of her bar for over an hour. Much appreciated and honestly the best customer service of the night! 9:30ish we finally get seated...13 of us squeezed into 2 booths with our hot fresh rolls...that lasted till about the time the last person sat down...like I said...we were HUNGRY! Mia, our waitress takes our drink order, we ask for some more rolls. Drinks come I order a couple Cactus Blossoms for both tables...and ask again for some more rolls that still hadn't come. Mia brings the remainder of the drinks and takes our order, we ask for all separate checks place our order and ask for more rolls. Cactus Blossoms come, guess what didn't, we ask for some more rolls. Another server comes to let one of our party know they're out of prime rib, it's late, it's fine, sub in a steak...and ask for some more rolls, and refills. Salads come, guess what we requested...you got it more rolls, that at this point we were sure would never come, and refills. Our orders start to trickle out of the kitchen, and by trickle I mean some of the first people were finished eating before the last person got their food. Also trickle as in an entree here a side there a full plate another side. "Is there anything else we can get you?" ....the shrimp, for the "steak and shrimp"? His whole baked sweet potato for the other half of his plate with just a steak on one side.....a refill....some rolls, just out of spite now because we know they aren't coming. And I need y'all to realize, we all work in customer service jobs and we were all customer service nice through all of this; even through being completely ignored for the rest of the evening, never checked on, NEVER gotten refills... abandoned until after we had gotten up and gotten our own to go boxes around 11 PM. At which time we informed Mia that she had never brought the sweet potato....I'm afraid it's too late to say "long story short" but of course the was a mess up with checking out...Mia fumbles again, and we finally leave around 11:30. Any Texas Roadhouse is always overrun, but consistently this is the worst location I patron and will...

This was by far the worst customer service experience we’ve had at a Texas Roadhouse. I checked in online and arrived at the designated time to confirm our reservation. Upon arrival, I spoke with the hostess, who verified my first and last name and instructed us to step to the side and wait to be called when our table was ready. The restaurant was extremely busy, so we expected a bit of a wait.

However, after 40 minutes, my boyfriend decided to check in with the front again, as it had now been 1 hour and 40 minutes. At that point, another hostess claimed that we had never checked in. This was incredibly frustrating, especially since we pointed out the hostess who had initially confirmed our check-in. Instead of offering an apology, they simply stated, “We’ll get you a table when we can,” as if it were our fault. There was no acknowledgment of their mistake, and the situation was handled very poorly. I strongly recommend additional training for the front staff to ensure they know how to properly check in guests through the system.

The issues didn’t end there. When we were finally seated, our waitress wrote down my order incorrectly. While mistakes happen and it was an easy fix, the way the situation was handled was unacceptable. I had ordered a sweet potato but was given a loaded baked potato instead. When I brought this to their attention, they acted as though I was trying to lie for free food. They demanded that I return the baked potato on a separate plate, which I did. What made it worse was that they left it at our table for a few minutes, then took it back, seemingly to serve it to another table.

Additionally, my husband’s steak was fully cooked instead of the medium rare he had requested. He chose to eat it anyway to avoid further issues, especially after the unnecessary drama surrounding the potato.

Service throughout the meal was equally disappointing. Our waitress only came to our table once, and we had to repeatedly ask for bread. When she finally brought some, it was a single basket for the table. I asked for more, but she never brought it, nor did we receive any drink refills. For a $60 meal, it’s reasonable to expect at least one drink refill and sufficient bread. Instead, the service felt stingy and careless. To top it off, the front staff repeatedly dropped baskets of bread on the floor, adding to the chaotic atmosphere of this location.

In the end, we paid through the kiosk and left. Our waitress never checked on us again, and the overall experience was disorganized and frustrating. Texas Roadhouse typically offers great service, but this location was a major...

Went in for our anniversary dinner 03/12/2025 my husband and I with our 3 children ....waite was long as expected...got a table after a hour wich wasn't the issue ....ok our waiter Julia introduced herself we ordered our drinks and food since we had a whole hour to look at the menu we were ready...ordered I heard her say something wrong on my daughters order I asked for her burger meat well done I heard her say when she repeated the order medium well done wich she states she did not say that...ok...move on they bring us our salads my husband's and mines this is 20 min in still no bread rolls ..so we're like ok let's start with the salad wich we had no utensils for our salad is just sitting there getting soggy..we tried to get her attention wich was really hard she would never stop by to check in on us ..finally we ask a guy picking up plates if he can get us some utensils he right away went and got them for us ....38 min in we get the dam rolls then the food comes my youngest got the mini burgers bread was stiff and hard she couldn't even eat it we all had to share with her from our plate...because again Julia would never give us the time of day and every time we would ask another waiter to get her they would annoyingly answer us oh sure let me see if I can get her.....they never did mind you my daughter older one got a bacon cheeseburger all the middle was light pink...like girl we said well done not "medium well done" then we tell her about the plate my smallest took 2 bites off of cause the meat and bread was hard and she asked would you like for me to ask for another plate I said no thanks we are all done we would like to know what other option we have since we are ready to leave...she stated I have to talk to my manager 15min later he comes with a fresh mini burger order that we didn't ask for I kindly told him we did not want it as we are ready to leave he rudly looked at me and said I'll be back ill go remove it from your order never came back so I just used the table thing to pay looked at the order and they were removed...I left no tip because I felt things should have gone differently....it was the worst dine in experience we've ever...