Twin Peaks — Restaurant in Terrell

The manager Rob is the most useless manager I've ever met. I was very clear with our server that I cannot eat pork. She did her job and put no bacon. The Kitchen messed up and put some bacon in my Mac n cheese. When served, it looked like a couple pieces of bacon in there. I verified with the server and she ensured me it was not bacon and just the appearance of the cheese. She was wrong. I ate on my entree and started to eat the Mac n cheese. Immediately tasted the bacon and had everyone at the table try before I complained since I haven't had bacon in a decade. They confirmed. I was calm and told Jeida who took it very serious and very professionally. She Immediately went to the manager and let him know I wanted the contaminated food removed from my bill. This felt like a genuine kitchen error and not the server. So I just wanted it removed and to leave because every time I consume pork I become sick for hours. The manager Rob refused to come over and check on a customer who was having a serious issue. So he instructed her to tell her have only because I did eat some. So then we told her we wanted him to come over. Its not like I ate it and lied about not liking it. Causing a customer to become sick due to the kitchens negligence is never something to chance. He came over and said only half and replied " well you don't look sick do you?". How inappropriate. Then my spouse became angry. The audacity to question how quickly someone gets sick. When I did my due diligence and was forward about not only not being able to have it but also what the repercussion is when I consume pork. Then he tried to say "we were coming at him". We said no bit you aren't going to write off a serious problem. So then he tried to be big and bad and say "fine I'll take it off then I'm telling you to leave". Like what an idiot to think I'd stay when you served me something that was about to make me sick for the next several hours. Rob should be fired. Keep Jeida though. She was genuinely apologetic and tried to make it right. We tipped her appropriately. She deserves a...

Make sure you check your receipt!!!! We Were added 5 items to our bill. The manager came over & sat down to have us circle what we did have. They went back & forth 3 times to check on what we did order. And they still couldn’t get it right!! My husband just finally said you know what whatever. They removed the 5 items but still were beers we didn’t order! Nor the 2 type of beers we drink!! In general! But we were so frustrated already that my husband gave up. The waitress was so terrible. She would roll her eyes, she just looked miserable. She would walk away before we could finish our order. We had friends that were also there but they had their own bill. The waitress asked them what did they order & took their word for it. Our other friend got his receipt & had an extra beer added that he never got & he was honest to say hey y'all didn’t add the fried pickles & had that corrected, but didn’t even bother about the beer corrected. He was just ready to go as well. We have been to multiple twin peaks locations & we have never had such terrible service. Nor the longest time to check out. I know that at the end of the night that waitress had so many incorrect bills. One thing that saved this experience was that the food was outstanding, best food we have ever had competing with the rest of the franchises. I know it’s the first week of opening but this is the time it also has to...

The experience at Twin Peaks today was NOT GREAT AT ALL!

We were there for a tournament and wanted to feed our team before the championship game. Initially, the atmosphere was welcoming, it wasn’t busy, and there was no wait, even though we had a party of 20.

I understand that a party of that size would require at least two waiters, but we only had one. We also had a 2 ½-hour window to eat and get back to the gym on time (which DID NOT HAPPEN).

It took 40 minutes to get drinks, and we had to ask the waiter to come back to take our orders. By this point, we were already at the one-hour mark. Fast forward to the two-hour mark: still no food, no refills, and no explanation!

The manager came after we asked for him, but instead of listening to our concerns, he started arguing, offering no solution to the problem. All we wanted was clarity about when we would be receiving the food we had ALREADY PAID FOR and to understand WHY the service was subpar. The waiter also began rolling her eyes and displaying rude body language.

Overall, the service we received was unwarranted and UNACCEPTABLE! We are reasonable PAYING CUSTOMERS, and a simple explanation or acknowledgment of what happened would have gone a long way!

I suggest implementing some type of MANAGERIAL COACHING and a "Reasonable Resolution" course to help staff communicate with customers in a...