Texas Roadhouse — Restaurant in Town of Plattsburgh

This was my first experience at a Texas Roadhouse restaurant and though I was a bit overwhelmed at first by the boisterous atmosphere I quickly got to enjoy it. I arrived early, around 5pm and after a short wait ( they don't take reservations), was seated at a pleasant little booth ( I was by myself). Within the next 20 minutes the restaurant filled up and the waiting line grew. I had a very nice and accommodating waiter named Daniel. Texas Roadhouse is part of a large chain with many restaurants. It's mainly a steak house but as any self respecting American restaurant it also offers some fish and seafood, pastas and burgers of course. There's a short list of low to mid-level wines, beers and cocktails, with an emphasis on margaritas and from what I saw at tables around me, they're huge and very popular. The steaks : They offer several different cuts ( you can see them displayed in a glass case at the front of the restaurant) and at several different sizes, from 12 oz. to à whopping 24 oz. I opted for a Dallas style 12 oz. sirloin, medium rare. There's an extensive appetizer list but you get 2 sides with your steak and that was enough for me. I had a Cesar salad and fries with my steak. I also ordered a Sauvignon blanc with the salad and a Cabernet Sauvignon with the steak. Both wines were very good and priced at around $8.50. The salad was very fresh but the taste was very mediocre, partly because of a bland but overly imitation garlic flavor and a tasteless parmesan cheese. Not at all bad but not great. The steak arrived quickly and when I cut into it I discovered that it had been overcook. I mentioned it to the waiter and he was very apologetic and said he would change it. A manager then arrived to apologize as well and said she would take care of everything. I have never received such prompt and courteous service before. Within a few minutes a new steak arrived, done to perfection! The 12 oz. size looked much bigger than that and it was perfect for me. The flavor was excellent and the meat was well marbled and tender. For $25 I thought it was a steal! All the steaks are reasonably priced here I found. The fries were bland, that's all I can say about them. But I came here for the steak and I was very satisfied. If you don't mind a loud restaurant with country music, sports on televisions and the occasional dancing and singing waiters, this is a good place for a tasty and reasonably priced meal. The staff is pleasant and willing to please. A great place for families, a noisy date or just going by...

8/31/24 So when we get there, we are told that a wait for 2 adults and 3 kids would be 5-15 minutes. They asked if we were celebrating any birthdays or occasions. We were. It was an 8 year olds birthday. We were told to wait by the wall. We asked if we could sit. They said sure, but then 2 minutes later we were asked to get up and stand by the wall in a very specific spot. It felt kind of weird and rude since we were quietly and comfortably waiting. We comply. And then get brought to our table.

The waitress was very nice and she did a great job. I ordered an 8oz medium rare sirloin steak. So did my friend. The food comes and my steak is cooked more medium-well. It is dry. I ate some of it. Tried to eat more of the middle to see if that was better. I ended up eating more mashed potatoes instead. The waitress came and asked how everything was. I said things were good except for my steak. I told her I didn’t want to pay for it because it was so bad. She politely apologized. Then the manager came over and said that she would have them make another steak. I said no thank you because we had to head out anyways. She kind of looked at me and said well what do you want. I told her I didn’t feel comfortable paying for it all since it wasn’t what I had ordered technically. She said fine and picked up my plate (that also had my mashed potatoes on it) and took it away very quickly. Now if they had not charged me for anything that would have been understandable. But they only took $8 off my meal…. So basically I paid $10 for a garden salad and several bites of mashed potatoes that I didn’t even have the option to finish if I wanted.

Then we were asked if we wanted dessert. We said no. But the server was going to give us the check… we had to tell her that it was an 8 year olds birthday. Then they sang happy birthday to them.

I mean pretty much the whole experience was sub par. The other food was ok, but the way they handled my complaint was pretty disappointing.

Edit: Texas Roadhouse responded and gave me a $25 gift card. I appreciate the promptness in which they responded to my complaint. They also gave me a call in case I wanted to discuss...

Title: Incredible food, but the initial service was a complete disaster. Thank goodness for the owner, Matt.

We drove two and a half hours from Canada for this meal, and the food was truly excellent. However, our initial experience with the service was extremely disappointing. Our server, Gabriella, was incredibly rude and unprofessional. Despite telling her it was our first time and we needed a moment to look at the menu, she pressured our party of seven to order within six minutes. Under this stress, we didn't even get a chance to order the cocktails we wanted and simply ordered beer to speed things up. Before we had even finished our last bites, she dropped the receipt on our table. She also didn't bother to ask if we wanted separate checks for our two families, giving us one bill we had to ask her to correct. It felt like she was just trying to rush us out the door to seat more customers. When I left a 6% tip, hoping to convey our dissatisfaction, Gabriella gave us a terrible attitude. She made strange gestures and talked to a colleague while pointing at me. She then came back to our table and, in front of everyone, loudly announced, "Here's your receipt with the 6% tip," which felt like an attempt to embarrass me. I went to speak with a manager, Jessica, who was just as unhelpful. She smiled and laughed while I was explaining what happened, showing absolutely no concern. She also told me she was the highest manager and that there was no one else I could speak to. Thankfully, the owner, Matt, came out to help. He was a complete professional—a true businessman who clearly values his customers. He listened to every detail, agreed with my points, and assured me he would handle the issue with his staff. He not only apologized but also generously refunded half of our $143 bill. His actions completely changed our perspective and made a bad situation right. It's a shame that employees like Gabriella and Jessica could damage the reputation of such a good restaurant. We will definitely come back for the great food, but only because of Matt's...