Texas Roadhouse — Restaurant in Waco

**See UPDATE at bottom please. My husband and I have not been to this location before. We decided to use a birthday gift card to enjoy a meal together to go. Unfortunately even though our expectations were high we should have set the bar a bit lower. We both ordered the SmokeHouse burgers and my husband's fries were topped with cheese and bacon. Unfortunately to our surprise when we opened the boxes our burgers were limped over and the cheese was already cold and hard as a brick like they put it in the box and shook it. My fries were a big surprise because there was a little bit of everything in them. Including old fried pickles and other bits and pieces of old French fries from other people's orders from their fryer that they just dumped in my box. I requested extra ranch that was not included. Which actually turns out to be okay because I'm pretty sure the ranch is just watered sour cream. When my husband picked up one of his french fries the entire batch of fries came up in one giant clump of cheese that was also cold. Which is strange because we were at the to go window less than 1 minute after I got the notification that our meals were ready to be picked up. They were also no pickles which should have came with the meals. It just seems like nobody in their kitchen really cares about what they're doing. And it made me question the cleanliness that we may have not been able to see as to go customers with all of the extra double fried remains from other orders thrown into our boxes. Needless to say we were extremely disappointed. I don't think we will ever visit this restaurant again if this is their standard of service they're offering to customers. It's sadly wasted my husband's birthday gift card on this meal. *UPDATE: I was contacted by one phone call and one email from Dorothy the service manager to resolve this issue.She asked that I return her call. I have probably called six times or more by now. Staff does NOT pick the phone up. I just spent almost half an hour waiting and listening to the automated system ask me to continue holding. I don't know what's going on or why they would not pick up so many different phone calls. But I can definitely say I have tried to follow up with Dorothy with no success. I'm not going to try calling anymore. Apparently the obvious issues with the staff starts from higher up. I feel like she only reached out to me because she was told to and didn't actually care about righting the wrong. At the very least she could have responded to one of the two emails I have sent her. I'm going to just forget about this whole horrible experience....

Worst restaurant experience ever today at Texas Roadhouse, Waco, which is normally my absolute favorite place to eat. This was supposed to be our family's day late Thanksgiving dinner. To begin, I went online for "call ahead seating" with a 0-10 minute wait. When we arrived the young woman at the counter asked us to wait outside or in our cars, even though there were other people waiting indoors and plenty of wait seating. So we went outside for about 10 minutes. When I got the text to come inside the same young woman just stared at me like I was an idiot. I told her I had received the text, and was told, "Wait over there." We stood there another 10-15 minutes or better before we were seated. The server, Stetson, was fine, however when we opened our silverware there was food stuck to the silverware as well as the napkins. When Stetson returned we asked for clean silverware. He brought more, which was also dirty with food stuck all over. At this point I went up front and asked for the manager. A minute later a different young woman approached me asking what the problem was. I explained, she brought us silverware that still had to be scrubbed but at least didn't have food stuck on, except for my oldest son's that was STILL covered in bits of food. The woman said she would ask the manager about giving us a discount for our trouble. I thought she was the manager... We were not offered anything and no one came back to follow up. I would have settled for a decent meal on clean plates and clean silverware. Stetson did bring us plastic utensils to eat with and was very kind. The food was sub par for TR. After getting grossed out over the disgusting silverware and napkins everyone had pretty much lost their appetites anyhow. There went that $130... We have been eating at this location since it opened, but we will not be returning to that location.

Just FYI, I'm a 50 year old woman and this is the first time I have ever had to ask for the manager at a restaurant. In other words,...

I hate to do this because we go to Texas Roadhouse often, but the last couple trips have been subpar and our most recent trip was definitely one that makes me NEVER want to return. Customer service is key in the service industry and the WACO Texas Roadhouse is definitely lacking in that department. Let’s start with the hostess stand - when hiring for this position is MUST HAVE A TERRIBLE ATTITUDE a requirement?? Because if so you succeeded, I understand having to wait for a table but If I call ahead and am quoted a timeframe I would expect to be at least within a 30-40 minute window of that time frame. On this trip it was clearly pointless to have called in for my “large party” (that didn’t even consist of 10 people) checked in and was immediately told I can go sit outside or in my car or wherever I was waiting before I came inside. I understand that this is policy BUT when I called I was told to go inside and check in and ask for a specific person who was the “large party coordinator”, instead what I got was I walked in checked in and before I could even say anything else I was told to go back outside which I though was kind of rude but compared to the rest of the experience that was probably the best treatment we got. I did ask to speak to a manager and the “manager” I got was not even an actual manager it was some kid in charge of the hostesses on busy nights, the waiting area is a disaster, the food was not great, some of our sides were forgotten, and drinks HA-we went up to the bar to order drinks since our drinks took an abnormally long amount of time. Never have we had an experience this terrible at TRH, there is so much more that was wrong with that night but just too much to go into. My family and I have been going here for years and this last trip was so...