Texas Roadhouse — Restaurant in Springettsbury Township

Was one of my favorite places to eat in the area, 11/16/24 changed that for me, forever!! In fact, I would never visit again, thanks to the rude manager Jessie & the staff that follows her orders. I joined the wait list @ 4:50pm was told 50 mins. At the time the waiting area was full, however after waiting 40 mins the crowd dissipated, so I went inside with my two small children to see if, I would be able to be seated sooner. Casually talking to customers while I was waiting to speak to one of the hostess confirmed they just arrived and was told seating would occur in 15 mins. However I had waited 45 mins and was told, it was an estimate. Although I stood and watch the hostess scroll through the blue shaded screen, selecting who to seat. I was outraged but still remained demure. Asked to speak to a manager, when the manager Jessie arrived. Rudely stated although my wait time had expired they had to hold the slots for customers who reserved. Even though they had not arrived yet. They made reservations 10 mins before me. And although times had expired they weee holding for no show customers although, myself & children were present and desperately wanting to be seated. 6:26 I was told which would mean almost a two hour wait. Friends of the manager Jessie exchanging small talk and her asking the hostess to find seating, I was outraged and let Jessie know how unprofessional the treatment was, and that although she was trying to deter us from being served we were going to stay the course. The children wanted to eat there, and I think I was just in shock by the blatant disregard of my patronage. I began to feel this treatment was racially charged. However it must have been age & race. Because an older Caucasian couple came over. Stood near and we begun to exchange our upset about the wait. As they had come in 20 mins and was told 30 mins; so they grabbed a drink at the bar but, had been working to customer who had been seated after arriving after them; and they were upset feeling like their business was not wanted. The lady, I was speaking with said she was going to yelp to leave a very harsh review. I told her I was as well, and that I felt it was racially charged because we were waiting 2 hrs at this time and no one of color was being seated. The crowd had formed and outside of this nice couple. No one of color was being seated. The manager Jesse was ease dropping on my conversation because told the hostess not to seat me, proceeded to jump in my face 8-9 months pregnant. I said very loudly she was in my personal space, and wanted to provoke me!! And get another manager because at this time my decorum was out the window!!! Another manager came out Andy instructed the hostess to seat me, however they said Jessie said NO! However, he said I told you to seat her. But once we were seated after the waiter came to get our order. Jesse went over to the waiter made a remark begun laugh as she looked on snidely. We were sitting outside of the kitchen, Jessie went into the kitchen from the hostess area. And the food took over 40 mins. Because of the way we were treated I told them to forgot the order. And left. I felt like she would do something to our food. And from this experience, I will never return. The hostess needs to not have authority over the wait time and by passing customers. It should be system generated. I was very disappointed! This review was...

[UPDATE (New Order 2 months later)]

• Full disclosure: This new order was paid for with a $30 coupon given to me by Texas Roadhouse because of the bad experience I had with the original order. (Scroll down to read the original). *

I actually got everything correctly this time! I ordered multiple items - Mushroom Jack chicken sandwich with no red onions, Kids ranger meal cheeseburger sliders with a root beer, and a house salad with oil and vinegar dressing and Italian dressing.

Was surprised that I actually received everything, INCLUDING 4 rolls and 2 things of butter.

Everything was packaged well except for the soda - which had soda spilled all over the top of it that I had to clean up before driving with it. It tasted a little flat, but at least this time it didn't taste like dirty dishwater.

The mushroom chicken sandwich was HUGE and delicious. The only issue was that there were a ton of mushrooms just in the container. A lot on the sandwich, but also a lot just strewn about in the container.

The cheeseburger sliders also looked like someone grabbed them "aggressively" and stuck their fingers through them.

I may be nit-picking, but I absolutely should be expecting a high-quality of service from a restaurant -- we all should be.

Order and pickup was easy. However, after texting 'HERE' when I arrived, I was sent no less than 5 duplicate messages over the next 10 minutes telling me to come pick up my food - And I kept receiving the messages even after I had already picked it up.

All in all, they did redeem themselves for me, but because I had such a terrible FIRST experience, I'm not sure that I can actually trust the place to have CONSISTENTLY good service and food. I will most likely go back, but I think I will need to be "in the mood" rather than just a random experience.

[Original review - 2 months ago] ONLINE TO-GO ORDER:

Ordered 4 meals, 2 SHOULD have came with bread. Got 5 containers of butter and 0 bread. House salad looks like it was just scraps off the floor. Burgers were good Chicken "critters" were basically just deep fried breading. French fries were the best part. Asked for 4 things of silverware, received 0. Ordered 2 COKES - either got the worst diet coke ever or this place failed its health inspection because the soda nozzle is making the soda taste like garbage. Didn't even drink them, just threw them out.

Incredibly disappointed in this experience. The best part was the kid at the pickup window was super nice...

My family and I loved this place, at the point of going 2 days a week. But this past Sunday (Mother's day) we have a really bad experience, we order a cesar salad like always, but we found something... it look like some kind of bug, we saw some legs and looks disgusting. SO, I didn't want to make a big deal of it bc this never happened before and they were always good and have a great customer service. But that day, I called the waitress and explained everything and show her, when see saw it her face change and had a disgusting face but I think she was not allowed to agree with me but she said yes i definitely looked like a bug... she was nice, she offered me another salad, and of course, i did not accept it. I asked her if there was something else they can do she said she willl send the manager and I told her, no, that just talk yo her Nd let me know... by the end i ended up agreeing to speak with the manager, they took the salad fee off the check and told me thats all they can do.. I asked her what about the inconvenience, the disgusting situation when I was celebrating Mother's day. I Thought they will be more costu service center.. they just said since it was not a plate, just the salad thts all they can do. They offered me a 7 dolar coupon with I left it on the table, the disgusting moment during my mother's day celebration didnt cost 7 dollars. And i didnt even want they to pay for anything. I HAD MONEY TO PAY. Its was just the fact that they didnt care about the bug in the salad and ruining my mothers day and didnt care about losing a good customer... I understand they have a lot of customers bu everyone of us should be valued and be treated with kind and respect and try theor best to get our satisfaction. I will missed their bread and baked potato, but I am not coming back. My all family was very upset about the...