Texas Steakhouse & Catering — Restaurant in Smithfield

Going to this restraunt was a disappointment to say the least. I ordered a filet cooked to medium and my husband ordered a sirloin cooked to medium. His came out well done and mine came out medium rare. My husband doesn't mind medium rare, so instead of requesting they make two more steaks, we offered that he could eat the medium rare filet if they just made another filet cooked to medium as originally ordered for myself. The waitress acknowledged in agreement and took the sirloin away. All seemed well with the waitress, however she returned to the table and said they couldn't make a new filet because my husband had eaten some of the filet (2 bites). My husband requested to speak to the manager. The manager, Michelle, reiterated what the waitress had told us and she refused to take responsibility for the way the steaks were cooked, stating, "I didn't cook them." She couldn't seem to grasp that everything happening under her management was indeed her responsibility. My husband gave Michelle the medium rare filet and requested that they now remake my steak. At this point, he no longer wanted any sort of steak for himself and only wanted mine to be made correctly. Michelle refused to take steak away, so the waitress ended up doing so. Despite us saying we did not want the sirloin, the waitress ended up bringing a new sirloin and filet out anyways. We reiterated not wanting the sirloin and asked the waitress to return it to the kitchen so ideally it would not be wasted since it had not come into any contact with a customer. Before leaving the table she asked me to check my new filet. As soon as I put my fork into it, I knew it was rare. After cutting into it revealing an extremely rare center, I asked to speak to the manager again so that I could show them that the cooks are failing to cook to order and wasting good meat in the process. The waitress informed us that Michelle refused to come back out to speak with us. She also made a comment about the cooks doing chicken better. When requesting to speak to the owner, the waitress returned after speaking with the managers and informed us that the two managers were now arguing about who was going to come out to speak with us. Eventually the second manager came out to speak with us and handled the situation professionally and appropriately (I wish I had gotten her name, but if you look who worked with Michelle on 10/18 around 7PM, you will know who she was). Although our meal was compted, this is not what we were looking for whatsoever. Our intent was to relay how poorly Michelle handled the situation and how the cooks were wasting meat due to incorrect cooking techniques. I write this review to highlight several opportunities for improvement that could likely be fixed with a...

I took my fiancé to the Smithfield location. We ordered the Appetizer and it was good. So We placed our order I asked the waitress if I could get a steak with the BBQ sampler I even said if their is an up charge it’s ok. That meal you can get 3-4 Different BBQ meats with corn and one side. She came back and said that I can get a steak as one of the meets per her shift leader along with smoked brisket and half rack of ribs. So about 15 min later the waitress came to me and said when she put in the order that the restaurant manager said that that substitution couldn’t be done. So I told her to give me a double order of brisket and half rack of ribs. I got 2 pieces of brisket so dry and hard and the meat on the ribs was so over cooked it crumbled. So I called the waitress over and told her to take it back and to removed it from my bill. I couldn’t wait Any longer for more food as we had somewhere else to be. My fiancé ordered the steak and half rack of ribs and the ribs was so dry she couldn’t eat them.

One thing that irritated me the most is that the manger that made the call to not honor what I wanted and was told that it could happen wouldn’t even show his/her face. My meal due to this situation was the appetizer that we got. All correspondence was communicated through the waitress that has only been working there two weeks I’m very good when it come to BBQ and this was so disappointing and I will never eat at the establishment again. I couldn’t eat my meal with my fiancé as we planned. But with drinks, her meal, appetizer still cost 51 bucks.

I was a GM at a restaurant after I retired from the army and his/her actions in this matter was so unprofessional and honestly needs to be fired if this is how his/her treat customers. I would have handled this so differently. Thanks...

EDIT: Rhiannon, who is the GM for Texas, contacted me through the initial review. Let me start by saying that she is a gem for this establishment and I sincerely hope that Texas Steakhouse sees her as such. She has been so kind, helpful, considerate and supportive regarding this matter. We were finally able to work it out today for the food to be replaced and provided for a late evening work meeting. Everyone was thankful and happy with their food (which was 100 times better than before). Therefore I thought it only appropriate to come back to this review, explain how amazing Rhiannon is, and give our genuine gratitude for her diligence to make it right. SHE is the reason this review went from a one to a five. Rhiannon we sincerely appreciate you.

Against my better judgment and suggestion our office of 10 ordered lunch from this location today. Multiple orders were incorrect, missing something, plated wrong altogether, stale. The item pictured (which we order two of) is supposed to be the Jack Daniels Honey Bourbon Chicken with Mac and cheese. The menu states “Two grilled chicken breasts basted with our signature Jack Daniel’s Honey Bourbon sauce” which there is absolutely no sauce on this chicken and the Mac & cheese looks like noodles with slight powdered cheese. Stock photo added for reference. One order was 2 sides and a dessert. The campfire cheese fries had been sitting because the cheese was hard and there was no jalapeño ranch dressing, regular ranch was included. A sweet potato and a Hershey’s Brownie were put in the same container, forgot the ice cream (which staff had to return to get. Blackened chicken Alfredo was dry, noodles were overcooked and chicken was dry....