Texas Roadhouse — Restaurant in Troy

Absolutely horrible!! Arrived to the restaurant at 3:00pm on a Friday and went to the hostess stand and let the hostess know that we were a large party of 12, hostess asked if all of the party had arrived, informed her no, yet they weren’t far behind. She took party name and said to let her know when all of the party arrived so that staff could prepare for us. Mind you, their doors open at 3:00pm and they don’t take reservations, so as a customer we thought letting the staff know that we had a large party and that the restaurant had maybe 10-12 other couples, yes, couples, parties of 2 maybe 4 max being seated. Not a packed restaurant by any means. That a party of 12 , this time of day and not packed, paying customers, as a restaurant (customer service, hospitality)our party would be accommodated . Understandably, our party thought there would be a wait and thought that the staff was preparing for us. Well, did we think wrong!! Hostess with a lack of customer service and bad attitude had called someone/another employee from the kitchen and decided for whatever reason to keep looking at our party, (that was patiently waiting) with a look of disgust on her face and body language that looked as if she was put-out for having to do her job. Our party was celebrating a wonderful day and we were all looking forward to celebrating. So as we waited some more time, we are finally called to be seated (again, 3:00pm Friday, 10-12 other 2- max 4 people parties in a restaurant not full by any means) our party of 11(one of our members was unable to make it) was directed to two booths, back to back. Mind you, party is: 6 adults, 3 older children and 2 younger children. Really?!?! This is how you “prepared” for our party?!?! “Just sit on top of each other and enjoy your meal! Your server will be with you! Not sure how she enjoys eating her meals, but I imagine most people will agree, whether you are a child or an adult, sitting on top of each other, hitting elbows, is not an ideal set-up to enjoy your meal. Well, low and behold right beside the back to back booths, were open booths, so we thought this would be a bit more comfortable for the paying guest (us) to spread out with one more booth. Oh, no! Hostess lacking in her hostess ability, says, “No, we can’t do that! We don’t have the tables for this size party!” Wow! Once again, REALLY?!?! So, a couple in our party said “Well, we will be a separate party and can sit here.” Response from Hostess, “No we cannot do that!” Our party, “Where is the manager?!” Our party will take responsibility for the poor server who came up and some of our party thought he was the manager. He as the server did not deserve the attention he received from us and for that we do apologize. However, we did make it very clear that the Lacking hostess just lost money for Texas Roadhouse and let her know that she just took an extremely large tip from her co-worker. After the treatment we received getting seated, this was not going to be an enjoyable experience and that no guest should be treated as we were, so our party decided to leave. Funny thing, Lacking hostess with her disgusted facial expressions and expressing her body language, by throwing her hands up, as if she couldn’t understand why our party was leaving. Wow!!! Just so your management knows, we went right down the street and were greeted with hostesses friendly faces and great customer service. We were sat immediately (oh, there were probably 10-12 couples already in the restaurant seated) we were seated comfortably, had plenty of elbow room and our server was ready, friendly and he received a nice big tip! Customer service doesn’t cost a thing. However, continuing the customer service that was displayed by your staff, keep it at this level and customers will realize if you just go down the street a bit, that the experience you receive there will be well...

Awesome fun time for my Mom's birthday! I saw them building this beside I-75 and a great experience to eat here. We took my Mom for her birthday and all the staff gathered around and shouted to the entire restaurant to give my Mom a big "Yee-haw!" Was the friendliest place I've ever eaten. My Mom loved the birthday greeting and dinner.

My step-dad said the steak he ordered was excellent and way, way better than the last place we visited when eating at a restaurant, and he knows his steaks! The sound system was also exceptionally good and life-like; it sounded like a live performance at times no doubt due to a very skilled and professional audio installation.

I'm an American with traditional Judeo-Christian values and a Republican, although I was born and raised in Canada and lived in Jerusalem, Israel for almost 6 years studying archaeology (and a summer in Guatemala working at an orphanage as a teenager, and two years working as an English teacher in Hungary). I only became an American citizen in December 2019, but "my people" here in the USA are the Conservatives. This place felt like a Conservative Safe Haven where we can enjoy a good meal and have fun as a family. We need this now more than ever before. Whether by intent or just the magnetism of Texas (my cousin is a businessman who lives in Texas with his wife and family), this is the experience recreated here in Troy, OH. I think worth building on this focus, although open to all.

My suggestions to make it even better:

1. Own the "traditional family values" experience and introduce a corporate vision fitting with what we know and love: being served by a beautiful waitress! My Mom even commented that she wished we got one of the beautiful waitresses and it was her birthday. This would have recreated the experience of Texas or her upbringing back home in Eastern Europe where her own mom, aunts, and sisters, and her served the delicious meals to the family at their family meals at home.

The men can be the cooks, etc., but a traditional female waitress as a company policy is what we wanted but didn't get it this time. No worries, next time. Our server was excellent and we discovered a husband and wife team working as servers at the same restaurant that was a rare family connection. I'm just conveying what my Mom would have liked and it was her birthday and she likes traditional family values and seeing women serving. Of course, we all enjoy that, and seemed to fit with the culture of Texas Roadhouse even more.

2. Own the "traditional family values" Part 2: would be nice to see the female servers in a traditional Texas prairie skirt. I'm no fashion consultant, but there's nothing more beautiful and appealing, especially in our day than being served by a beautiful young woman in a skirt. No intent to offend at all, this just fits the look and feel of what we experienced last night, just taking it to the next level. I know this would have got a 10/10 from my Mom and other conservatives - you just don't see this anywhere anymore in our time and would be nice to bring back to make Texas Roadhouse even more like old-fashioned Texas.

Gotta be a brave management team to initiate these suggestions, but I think you'll be richly rewarded even more than you are already. The place was PACKED!

So conclusion is own the "traditional family values" experience and my Mom will like your restaurant even more!

Thanks and Best of luck...

My knock on the service wasnt against our server, it was on the management team. I dont recall his name, heavy set Manager that wore a red shirt today, was about the poorest excuse for a Manager I've ever had the privilege to have dealings with. After being at this location on Father's day and receiving an overcooked steak, but eating it because they were busy, the same thing happened again this evening. This time I asked my server, who agreed with me the steak was overcooked, and took it back. After a minimum of 15 minutes without my food a female Manager asked how our food was, when i replied, I don't know I haven't received my steak," and she mumbled something about "oh yours was wrong, I'll go check on it." Then boy wonder proceeded out with my new steak a good five minutes after, handed it to, asked me to cut and check it. I did it was finally correct, then asked if there was anything else he could get us? I replied, "a box to take it with me because my wife was clearly finished, and my appetite was gone from being upset. He stammered around apologizing, but never once asked how to make me a happy customer. I was just over it, recounting my experience on Father's Day. Then he offered a coupon for our next visit, I declined, as I knew I was finished with this location. Our server returned and asked if anything was done, and our reply was "no, he offered a coupon, and went away." She said she would talk with him, and went over to him. It was then my wife saw the conversation, and witnessed him saying, I'm not doing anything for them," and went to hide out in the bar.

What's worse, I used the kiosk to pay my bill, input that I wanted my receipt emailed to me, and almost an hour later nothing in my inbox or spam.

With management such as this I know I'll never darken the doors of the Troy Ohio location ever again. Now I know, I'm just one customer, but we've been eating here at least once every other week for...