Texas Roadhouse — Restaurant in Wake Forest

If I could give zero stars, I would. I would like to express my deep disappointment regarding an experience my party and I had at this establishment, one that unfortunately warrants escalation due to the severity of the issues encountered. To preface, I have been a loyal patron of this restaurant for over two decades, and I have never before felt compelled to request managerial attention during a meal. However, the level of unprofessionalism and lack of basic customer service during this recent visit was unacceptable, and I feel it is necessary to bring this to the attention of senior leadership. Upon arrival, our group was denied the ability to be seated because two of our members had not yet arrived, despite the restaurant being nearly empty at the time. This policy, which was stated quite brusquely by the hostess, has never been enforced in my past visits, including a recent one within the last month. When our remaining guests arrived (within ten minutes), the hostess greeted us with a sarcastic and condescending tone, stating, “Oh, your party has finally arrived,” as if our presence had been an inconvenience. Despite that interaction, we chose to stay, which we quickly realized was a mistake. We were seated at 5:40 p.m. and did not receive our food until 6:45 p.m. During this extended delay, water refills were ignored for over 30 minutes, drink orders were forgotten repeatedly, and multiple food orders were prepared incorrectly. For example, my husband’s request for loaded mashed potatoes was initially ignored, then hastily and improperly corrected without basic elements like butter or melted cheese thrown onto the same incorrect mashed potatoes rather than a fresh bowl. These delays were especially problematic considering we had two pregnant women and a toddler at the table. When concerns were raised to our server, they were met with rudeness and dismissal. We eventually requested to speak to a manager, whose conduct was equally unprofessional. Rather than listening or showing concern, the manager became defensive, argumentative, and dismissive. She claimed the seating policy had been in place for over eight years, despite our recent experiences that contradict this. She also stated that our meal would be discounted as a gesture of goodwill, a promise that was not reflected on the final bill. This entire experience, from discriminatory and condescending behavior to slow service and management's complete lack of accountability, is deeply disappointing. It is hard not to feel that we were treated dismissively due to our age group (24–28), as I highly doubt an older party would have received the same treatment. Unless significant changes are made in the management and service standards at this location, I will no longer be dining here and will be advising others to do the same. I would appreciate the opportunity to speak directly with a general manager or corporate representative, as I believe leadership deserves to know how this location is currently...

One of the best steakhouses in Wake Forest! Steaks and ribs are always fantastic here!

But large parties beware! Reservations are just putting your name down and you will be waiting to be seated here.

We had a large party of 15 for a company event and decided Texas Roadhouse was where we were going to go. We checked in in person weeks ahead to see if they could accommodate and we're told to just call at noon the day of. So we called ahead at noon to notify the restaurant, unfortunately, we were apparently advised false information that their tables seated eight and they could simply move two together to accommodate us. That is not the case at all, the tables are cemented down and the booths accommodate 4 with very limited tables added onto boots that can accommodate up to 6. They attempted seat our party at three separate booths back to back which we were not satisfied with. Thankfully after raising concerns that this was not satisfactory the house manager was able to work with the front team and get us a couple of the side by side tables and booths. We still were not all together but appreciate the revised seating arrangement attempt.

Our party mostly ordered steaks and ribs with varying appetizers. The food was excellent. All of it was cooked perfectly and tasted fantastic!

Our waitress was fantastic and did a great job taking care of our large party and keeping everyone satisfied.

Thanks for taking good care of us!

Nitty Gritty:

Disappointed with the seating arrangements for large party. Inaccurate information was given over the phone as to how we would be seated and reservation information.

One of our party members was disappointed in the tonic from the bar and ultimately gave up on their beverage of choice and switched to water.

And one of the women said that the women's restroom was in serious need of cleaning and warned everyone at our tables to steer clear unless they absolutely had to go.

The wooden chair I was seated at could certainly use a skilled carpenter or replacement as the legs were very loose and the supports under the chairs were broken with a random screw sticking out the side. I don't think the seat portion wasn't even attached to the legs by anything anymore it wiggled and moved around a lot....

The food is excellent, every time. Tonight, our waitress Amy was incredible. We had great and friendly service from her.

The two star review then is due to the fact that this store—like all Texas Roadhouses—is plagued with the most frustratingly inefficient and laughably incompetent waiting/check-in procedures in the restaurant industry. To begin with, they leave the fifteen year old minimum wage worker to fend for herself outside in a downpour of rain, surrounding by (understandably) restless and fed up prospective customers. We waited for over 200% of the anticipated wait time we were given (well over an hour) and then when we got a text saying our table was ready, what that really meant was our spot on “On Deck 5” was almost ready. We showed back up to the poor teenaged bouncer and waited there for five minutes because apparently the next 20 parties on the waitlist all got a “Your table is ready” text blasted out at the same time. Then we played musical on-deck-spots for a bit until we were finally seated, and everything was pretty smooth from there.

At the end of the meal, we were disappointed that a digital gift card that showed $9 still remaining wouldn’t scan right in the little kiosk. Our waitress and at least one or two managers all also tried to get it to scan, and said things like “we see the money on there, so weird it won’t scan” but then eventually gave up without taking the $9 off. Not a big deal all things considered, but a little annoying.

At the end of the night, I left a 2 star review on the “Ziosk” as well, expecting a spot to leave feedback, but it just took the two stars and that was the end of the questions. That rating in no way reflected on the service we received from Amy. We love the food at Texas Roadhouse and dine here all the time, happily. However, the check-in procedures mentioned above are that nonsensical every single time and it’s getting old. I’m afraid our brand loyalty is eventually gonna take a backseat to the utter inconvenience of making it through the front door...