Texas Roadhouse — Restaurant in Town of Grand Chute

I posted a review on here 5 yrs ago. I will attach it as a photo. So you can see the drastic change after COVID. I LOVE(D) TRH!! I always had great steaks and staff. Always meaning for longest time it was the only great steaks around. When I lived in Osh we traveled here frequently bringing family, friends, staff and our members. I would say at least once a week. During COVID food was still goodish for pick up. When opening back up they let everyone go hired all new. And from than on it literally dropped down to my bottom 8th. Course biscuits still good and house salads and fries, wedges always fav!! Always order my steaks Rare always the 16oz sirloin (use to be 19.99) I tell them EVERY TIME, I want to hear it MOOING. Mushrooms and onions on side. (Cause they will cook it as they sit on it.) Since reopening I have been there 9 times and nothing same. My steaks I sent back 6 of the 8 times I ordered them. Always over cooked. Of course they ask would u like another and I politely would pass. ( Cause by time it would come out everyone else done eating and im full on bread.) Out of the 6 I sent back 3 were comped and other 3 was like 15 to 25% discount. ( Mind you I never would eat a over done steak so the whole thing was on the plate with slice down middle. The other 2 I took home put them in eggs next morning. Anyway I decided to try it again about a month ago. There was four of use 1 being handicapped the young man host set us up at the bar table by the bar with tall chairs. First the music was LOUD. We could not hear the waitress. She took drink order having to repeat it twice. And I asked if there was prime rib she said yes. Came back with drinks and I told her I never switch but maybe better luck this time. I order prime rib MOOING with side onions she said ok. My niece ordered same MED/Rare. 5 min later salads came and asked again bread peanuts said ok... 20 min later It never came. I asked blonde waitress walking by if she could grab these for us she said sure she had to check her table first I said no problem. 5 min and she had them at our table. (Our waitress was busing a table right behind us.) But could hear my niece saying excuse me cause music was loud. So 10 min later our food comes out. I seen my nieces prime and said dang is there meat under them onions. At least 2 lbs greasy stringy onions. Not like they use to be and her prime was greyish pink. I looked at her and said oh no! When mine hit table it had more onion on it than my niece's and was more Done than hers. I told her Nope not eating it. So she took first bite and was having hard time said taste like onions and brown sugar. I was like no way so I cut chunk out of middle still grayish and bit into it it was just mushy like pate it went right in napkin. I don't know what seasoning they used but u could tell it was cut long time ago and cooked it the caramelized juice just nasty. I never had prime like that. On top of that the out side was as tuff as jerky. So about 20 min later our waitress shows up and asked how it was and I told her straight out! I was discusting! She said for real. I said yes I am not eating that bring me bread. She asked do u want something else I said nope I'm done just bread. She said I will have this taken off the check I said great and pointed to my nieces and said hers too. ok she said walked away. 3 min later here comes some tall guy. Looks at my plate that she left and said problem here I said It's discusting and grabbed piece of side and showed him it would even pull apart than flatted my forK in middle and said this is NASTY. All he has to say was what size u get I said we both got Kings he looked at me and said Ill take a percentage of ur bill. I pushed plate by him really he grabbed it walked away. Her comes waitress with boxes!! I asked what them for she said she not taking it home ( looking to my niece for answer) Niece says hell no. I don't want it sitting around in my fridge. Waitress dropped containers and bill on table. I looked at it and just shook my head so for these 2 prime rib.....

I placed an order in app, and intended to pay with a gift card. After entering the gift card info into the app, the app defaulted to my debit card and charged the entire purchase to my debit card, rather than the gift card. I immediately called the store to try and reverse the order so that the gift card could be charged and my debit card could be refunded. The first time I called, I was put on hold for over ten minutes. I called back five minutes later and was put on hold again for more than 10 minutes. When the “manager” finally picked up the phone, he told me that he was going to “figure out” what to do, and then put me on hold again for more than five minutes. When he came back on the phone, he told me that he couldn’t help on the store level, but then gave me a customer care number to call. I called the number and left a message. When I picked up my food, I asked to speak to a manager again. The manager I spoke to informed me that he was the manager I spoke to on the phone and gave me multiple levels of run around with no consistency in his reasoning, then assured me that someone at the customer care center would be able to help in a more expedited manner than he could at the store level. After speaking with this manager, I still had to wait 20 minutes for my pick up order to be ready, and this was 20 minutes after the scheduled pick up time. By the time I returned to my family’s house to eat this very expensive order with them, the main course was cold from sitting for more than 20 minutes at the restaurant while the staff figured out how to pack the order. While the ribs were ready they were not kept under heat lamps or in a holding oven, but out on the counter where orders were packed. And I could see this from where I was sitting and waiting. As a result of this mishandling of the food I’ve contracted a mild case of food poisoning. Furthermore, not all of the “extras” that I paid for were included in the order, including extra rolls (ordered and paid for), and extra cinnamon butter (also ordered and paid for). Then, today, a representative from customer care called back and advised me that customer care had no ability to reverse the order from my debit card and re-charge it to the gift card that I intended to use, and that this was a correction that needed to be made at the store level. The customer care rep advised me that this was standard operating procedure for all locations. This whole experience has been so disappointing. I feel that the manager at this location deliberately lied to me about not being able to solve the debit charge problem, but I don’t understand why. I also feel that I am not valued as a customer at this location, based upon the lack of urgency that was present as I waited for my order for 20 minutes after its promised completion time. Furthermore, I’m not from the area, had traveled most of the day to get to Appleton yesterday evening to spend time with my family, and between the multiple phone hold instances, and the longer than acceptable wait for my order to be completed I lost precious time with my family. My family, who only gets to spend time together on a limited basis because of geographical challenges was really looking forward to being able to splurge and share a meal together because of a gift that I had received. But between the cold food that wasn’t supposed to be cold, and the disregard for our time, I feel less than valued as a customer. Plus, because of the refusal to fix the payment problem that seemed to be an app issue, I’m now in a position where I won’t be able to buy groceries for the next two weeks because of the size of this order, and the management at this location’s unwillingness to accommodate a customer. I’m still holding out hope that this Texas Roadhouse location will find a way to make all of this right.

UPDATE - every person who consumed the main course of the family meal deal has contracted...

My girlfriend and I have been eating at this Texas Roadhouse every Friday night for the last year and a half. Sadly it’s possible that last night was our last time continuing this tradition. The manager that was on duty last night I believe her name was Jaylen, was quite possibly one of the rudest managers of a restaurant I’ve ever had an experience with. We have been going there religiously every Friday night, and while things are very inconsistent we never really complained because we really enjoyed the food and atmosphere. Last night I ordered my usual 8oz fillet and when it came out the food runner said here’s your sirloin. At first I was like ok maybe he said the wrong thing, although the steak didn’t look like my usual fillet. When the server came up I said hey I’m ok with eating this steak but could you just charge us for the sirloin instead of for the fillet because this isn’t the filet. She brought the manager over Jaylen I think was her name she came over and flat out said “yup that’s a filet” and I said I don’t believe it is, she wanted to bring it to the back to have chefs looks at it but I said listen everything is ok I don’t want to get a new steak I just want to make sure we aren’t getting charged for a fillet when it’s not one. She left all was well, I continued to eat my steak. The server came over a little while later and and this point both the server and I agreed yeah that’s not a fillet, so I again said it’s all okay just plz change the ticket to a sirloin and we’ll be all good. When it was time to pay the server said ok we took some money off the bill for the mix up, upon looking the bill was only -5$ which the price difference was around 10.00. It’s not really about the money, but I called the manager over and we talked through the scenario and she kept saying I had told her everything’s good blah blah, I tried to tell her “the server and I have concluded after the initial time you were here that the steak was in fact not a fillet” anyways this manager was so rude and confrontational, to the point I said ok please just walk away to which she couldn’t walk away fast enough, and as we’re getting up to leave I see the manager right next to our table at the ordering computers talking a bunch of bad things about me and my family pointing. The whole drive home my girlfriend and I talked about how upset we were at how that played out and it would be hard to want to go back. I don’t believe this manager should lose her job but my god someone should teach her how to be respectful to a customer if she’s the face of...