Texas Roadhouse — Restaurant in Tomball

I've been to the Tomball Location at least 15 times in the year that I've lived here. At least 7 or 8 times prior to moving here from FL. I wrote a great review but I have to edit it the review after the horrilbe experience I had last Sunday, 12/17.

We had a take-out order and I got there the place was packed as usual, but the take-out orders were taking a really really long time. They brought some peanuts to hold us over until the food was ready and I waited 35 minutes longer than they budeted, but it was cool at that point. When I got my food there were 3 items missing, one of them being the extra breat and butter. I walked up to the people working and they quickly got my missing items and said the bread would be another 15 minutes I told them no worries at all, and left.

When I got home to eat my Porter House I was alerted to the fact that my daughters steak was rare instead of M. Still, no big deal- I turned on the grill and cooked hers up a temp. It's when my mother cut into her steak and said it was "RAW" that got me worried. I thought she was being hyperbolic but when I cut into my steak I noticed that it was both of our steaks that were RAW. Not rare, RAW!!! IF you look at the top of my steak it's got grill marks so it looked cooked on the outside but raw on the inside. I thought maybe we accidentally got Pittsburgh Rare which I could have dealt with, but it was more like Pitts Raw and when you flipped over the steak the bottom was barely even cooked. ....I couldn't beleive they let 2 steaks like that leave the kitchen!

Now I've been to TR many times and we've only had steaks maybe 20% of the time and there is always an issue with the temp being under or overcooked, and they take it back and cook it a temp higher or get us a new one. No questions asked- up until this to-go experience that is the only thing bad I could say about TR. This time, however, wasn't just a miscooked steak. My Medium was so undercooked it couldn't be described as Rare but more like mooing! My mother's was worse.

We tried cooking both steaks up 2 temps or 3 but it just didn't taste the same. I was already so grossed out I almost threw up in my mouth. We tried calling but they were so busy noone could answer the phone. I figured I would just contact them the next day.

When I went to their complaints page I entered in my complaint and after you submit it you get a prompt stating :They're reviewing your complaint and we'll contact you if there is any further reason to". So I waited 4 days and noone ever contacted me. So I entered another complaint asking if they're ever going to respond to my first complaint. Here is their resolution:

They sent me a no-reply email with a $25 gift card....... that's it. There was some canned email template response which mena they really didn't care about my complaint. The Porterhouse alone is more than $25.

Honestly, I probably would have been fine if they took it more seriously and replied to my original complaint more quickly. The amount should have been more since the 2 steaks we couldn't eat cost more. All of the french fries were covered in blood from the steak but luckily they only put 4 french fries in with my steak so there weren't that many that were ruined..lol. Their lack of response forces me to never go back and that really stinks seeing as it's the only restaurant we ever go to.

It's really sad how one horrible experience can ruin so...

• UPDATED REVIEW*

I am taking the time to edit this review after being contacted by the supervisor, Smiley, at the Tomball location. I appreciate being given the opportunity to speak with someone who works within the restaurant. Smiley was kind, understanding, and helpful. He did not downplay the experience and genuinely sympathized with me, the patron. I am hoping that after speaking with Smiley, he will be able to take this information and apply it to team meetings to better the experience for future patrons.

-Original Post-

We visited this location on 9/16/23 for a birthday with a party of five. Upon arriving, we were advised the wait time would be 35-45 minutes. It was 1 hour and 45 minutes before we were seated. Immediately we put in our drink orders as well as an order for the cactus onion and the fried pickles. The cactus onion came back so incredibly overcooked we had to either stare at it or send it back to the kitchen. We placed our orders for the main course and had the onion replaced. The replacement was still overcooked but at least it was edible. About two and a half hours after arriving to the restaurant, we received our food. My brother's $30 steak was well done ( he requested medium) my fiances loaded sweet potato was scorched. I mean absolutely scorched. The marshmallows were charred and the skin was completely black, the potato (what was left) was so dry. The steak was sent back and brought back medium rare, which, still not what he requested but how many times do we send it back ? The chicken fried steak we ordered was dry and fit with the theme of the night, overcooked.

The restaurant itself is overcrowded. Waitstaff broke or dropped glasses/plates at least 4 times near where we sat. Our server did not check on us. We went without refills for quite some time (almost to the end of our time there)

Our server left us without checking on us. We didn't get refills for our drinks or bread. He passed by us multiple times without even a glance.

Let me also mention, as we are waiting for our main course, a server brings a single steak to the table that was meant to replace the previous patrons steak that sat at our table before us.

We used to visit this location for special events spending upwards of $200 and always leaving 25% plus tips. But, after this, I will never...

I'm 8 months pregnant, and I came here with my toddler and husband for my birthday lunch and had a really bad experience. I was embarrassed by how often I had to bring an issue to the server's attention. Definitely not worth $70 for this experience. It started with us being seated at a booth and the high chair they brought was way too short for the table. I was so surprised that it took me a moment to process, and I had to go chase down the hostess to point out that it won't work. Then a live roach crawled out from between the bread plates that were brought out. My husband had to catch and kill it, and it was still moving when our server came back for us to show him. He took the plates and the manager came over. He was speaking so quietly that I could barely hear him. I told him what happened, and he said that he would check the stations where they get those plates from, told me they had sprayed for roaches recently, and asked if we wanted a different table. That didn't really make sense since it came from the plates so we said no, and he just went away. I ordered the sweet potato side, and the server asked if I wanted it loaded. The picture showed bacon, cheese, etc, and I said yes. I checked and there was no explanation for "loaded" Other than the picture on the menu. When he brought it out, it had marshmallows melted all over it, and I was just recently diagnosed with gestational diabetes so I can't eat all that. I had to request a substitution. Eventually, the server just never came back even though we were wanting refills. Overall, it was a stressful experience and there was no good communication. It was frustrating to have to request changes and things repeatedly with very little effort to correct issues on the restaurant's part. Finally, when the server just never came back, we paid through the tablet on the table and left. They charged me for the loaded sweet potato that I didn't even touch. I couldn't get a staff member's attention to take it off even if I wanted to, and at this point, I just wanted to leave as I'm not used to having to repeatedly get attention and special assistance like this. We definitely won't be returning to this location, and I truly can't believe they charged us $70 for this meal. So disappointed to have wasted my birthday...