Texas Roadhouse — Restaurant in Town of De Witt

Worst customer service of any Texas Roadhouse I've ever been to! We are in from out of town, went and picked up our online order for my husband's birthday dinner. He ordered the steak and shrimp. It's about a 15-20 minute drive back to the hotel. When we get back, we realize that his shrimp are missing. We tried to call the restaurant. I sat on hold for 10 minutes waiting for a manager so my husband went ahead and had it that way to see if they could remake his meal, I was still on hold waiting for a manager when he got there 20 minutes later and they refused to make his meal without him driving back to the hotel and bringing the steak and sides back. So they wanted him to drive 15- 20 minutes back to our hotel just to get his cold steak that is now 40 minutes old and drive it the 20 minutes back to Texas Roadhouse just so they could throw it away(managers words) and then they would remake it correctly. The manager Jason just kept saying that that is the policy and he could not do anything about it. This is absolutely ridiculous. They made the mistake. They should correct it. I spoke with two people at the front and both told them that I was asking for the food to remade and that my husband was going to come pick it up and neither one of them mentioned anything about having to bring the other food back or we would have gladly done so. This is a 25+ dollar meal that now sat here and went to waste because they did not make it correctly and would not replace it. They would not refund it either. All they offered is to make the shrimp even though we explained that if they give us the shrimp he's still going to come back to a cold meal that has now been sitting here for 40 minutes. Manager Jason did not seem to care. He kept giving us the excuse that he was the only one there which is why he couldn't answer the phone and when asked why no one else knew their policy he had no answer. All he told my husband was to have a good night and walked away. This is absolutely not the way to run a restaurant. We eat at Texas Roadhouse a lot when we travel and have never had an experience like this. I would not recommend anyone go to the Syracuse Texas Roadhouse on Erie road because if you have any issues they're not going to do anything. They also could not give me corporate's number. They gave me the GM's name but told me he won't be back for a week and a half and couldn't tell me when he actually worked next. All they would tell me is the owner is Jerry and to Google the name Jerry and Texas Roadhouse to try and find the information, this is what the manager Jason told Sanai, the girl I was talking to...

When I arrived at 5:30 p.m. on a Thursday the place was already crowded. I didn't have a reservation, but was seated immediately. On the way to my table the hostess showed me a refrigerated cabinet where I could select my own steak. Great idea and they looked very tempting, but I hadn't decided yet what I was going to order. After my meal, on the way out I noticed about 25 people waiting for a table in the lobby. This restaurant must be doing something right because they were really hopping. Unfortunately, my experience was mixed. I started with an appetizer of buffalo chicken nuggets. You have only two choices, mild or hot buffalo sauce. I ordered it hot with ranch dressing on the side. It arrived with blue cheese dressing which they quickly replaced. I thought they had given me the mild version of the buffalo sauce because the nuggets were pretty bland for my taste. However, when I reached the bottom of the basket, I found a little sauce that I dragged the chicken through and it did have a medium level of heat. The worst part of the appetizer was that the chicken was very dry. For my main, I ordered a combo of a small filet steak and 4 oz of ribs. The dish came with two sides and I must compliment the restaurant on the variety of sides available. I chose a caesar salad and tavern fries. The waitress kindly brought the salad first along with some delicious fresh dinner rolls and honey/cinnamon whipped butter. Eating one of those rolls with the butter was like having dessert. Very enjoyable. The steak was beautifully seasoned and had a nice sear. However, although ordered medium, it was well done, brown throughout and dry. I normally would have sent it back, but the ribs were so incredibly good I focused on them. There was abundant fall-off-the-bone tender lean meat. When I placed my order, I had the foresight to request a side of barbecue sauce for dipping and that proved delicious. Next time, I would order a different side than the tavern fries which were fairly limp and three of them were raw in the center. The atmosphere was very pleasant, although busy, and my server was excellent. The manager visited my table and was very hospitable. I have to think that he has something to do with the restaurant being full. I will definitely be back for the...

Do you remember the waiting room in Beetlejuice? That sums up my experience tonight at Texas Roadhouse. We arrived at 6:35 pm. Being on a Saturday without a reservation, we knew it would be a long wait. 45-55 minutes seemed reasonable. Fifty-five minutes later, precisely, we get called back to our table.

We order our water and food together. We are hungry at this point. Very hungry. It was a group of 5 of us. Five minutes after we ordered our water and food, we received our bread: no napkins, no plates, no drinks.

A few minutes after that, we received our drinks.

20-30 minutes later, three of us received our salads. Still no silverware. We had to find someone to bring us the silverware.

An hour after the salads, we received our food. By this point, we have been at Texas Roadhouse for 2 hours. I was the only one who did not get steak or ribs. I got the herb-crusted chicken and fries. Simple right?

No. My chicken was a touch warmer than room temperature, and it was overcooked. Drier than sandpaper. At the risk of waiting longer, I decided it was too much, so I sent it back. The server was already embarrassed that our food took too long.

Guess how long I had to wait for my replacement: it was about 30 minutes. The thin part was juicy and tender, and the thick part was drier than someone's mouth doing the Cinnamon Challenge.

Now, guess who still had the chicken on his bill? If you guessed me, then congratulations. You are correct. Nobody offered a discount for the incredibly long wait and the overcooked chicken plus the additional wait. I don't habitually push for this, but I was tempted.

I strongly urge you to stay away from this location. Management seemed unphased by it all. She said, "I'm part of the management team, and I'll be walking through here tonight, so let me know if you need anything." Funny, because that was the first time I saw her all night. Meanwhile, 3/5 of my party had already left because they finished their food about 45 minutes...