Texas Roadhouse — Restaurant in West Bend

So we came here today to get some lunch and we have had a terrible experience at a Texas roadhouse before....we chanced it and thought maybe this was the one we enjoyed.

Horribly mistaken. As soon as we sat down we knew. The flashbacks to our waitress at the time throwing away our order slip, dropping our food, and bringing out cold food after an hour and a half wait all came rushing back.

We were hopeful that this experience would be different since had a different waitress and it's been almost a year since the last stop. We sat and waited a bit since she had a few tables and when she came she took our order which was fine. The problems started when half an hour after we ordered our apps and food she came back to tell us that somehow our appetizers were taken to another table and she had been wondering why they were taking so long. She then asked if we still wanted them or if she should just take them off the bill

We asked her to just remove it from the bill and to bring our food. We then waited another 10-15 minutes for our entrées to come and in an oddly coincidental situation we noticed the manager going to everyone else's table to ask how things were (literally the tables next to and around us) but not ours. Eventually he came but by then we were just fed up with the experience since one of us had to ask a few times for a side of ranch before getting it, my food was lukewarm at best, and the kids were antsy and ready to leave since we had been sitting so long.

Finally we checked the bill on the little tablet deal on the table and what do you know? The appetizer was not taken off the bill. It was discounted but we still would have been paying 3 or 4 dollars for food we never got. We could have paid and left but honestly I felt like we needed to get it fixed since we sucked it up and paid the last time we were here. Eventually they fixed it but when I thanked the waitress there was no response, no thanks for coming or asking if we wanted to keep the food which is whatever since it wasn't great but it was frustrating

All in all we won't be returning to this location. We'd much rather spend our money at a location where the service is much better and...

We're new to the Washington County area and by far the best customer service for this location. We've been here twice now; we went once on a busy Friday night ( 2 adults and 2 kids) and non-busy Wednesday (group of 10 4 adults and 6 kids). Our first time was on a Wednesday with our group of 10; we didn't have to wait and got seated right away. The manager/supervisor stopped by our table a few times just to say hello (sorry I forgot his name) and was nice enough to get 6 kids binoculars to play with and he remembered us again the 2nd time (more than a month later). Not sure if its because we stick out being Asian (lol) or our twin daughters but it was very nice.

Servers and time it took to get our food was great both times. I'm sure they were both under 15 minutes as we snacked on the AMAZING BUTTERED ROLLS with their amazing whipped butter. Let's just say you can honestly get full on eating those rolls because they're that good.

Food is amazing depending on what your preferences are. I'm not usually a steak eater (hence it being a steakhouse) but I've come to enjoy eating their filets, salmon, and shrimp. If you want a variety please get their combos, its worth the money and food! The side shrimp comes with butter and bread and it's amazing; juicy and flavorful!! The bread is even more amazing as they put butter on it and toast it.

My advice as it gets super busy for them on busy days (Friday & weekend) please call ahead and get in-que with their system. When you call click option 1 (I believe) to reserve your place in-line, they'll hold your place in line and send you a text (immediately) about the wait time. Once you and your party arrive at the steakhouse just text "here" to let them know that you're there. TIP: if you know you plan on going with your family or group, call first and reserve your place, read your text message on how long the wait is, then get ready based on the estimated wait time, and depending on how far you're away just text "here" as you're on your way. But please remember they won't seat you UNTIL everyone in your party has arrived.

Food rating: 5/5 Service rating: 5/5 all staff were wearing masks Cleanliness...

Wait staff are nice and friendly. The RECEPTIONIST and MANAGER did a TERRIBLE job tonight for our group of 13. The receptionist and I initially agreed that our group doesn't need to be in 1 table. She pointed me the booths across each other that were behind her and I said that's perfect for us. She said to wait 10 minutes and they'll get it ready. She also said she'll need the manager's approval. After waiting for 15 minutes, I checked if it's ready, the receptionist said they were waiting for my party to be complete even if the party was already complete. Another 15 minutes passed, I checked if it's ready, the manager decided to sit us in the high tables and they are still clearing the tables. More waiting.. I kept checking the tables - they were ready but they haven't seated us - still had to wait for the wait staff to be ready. Told the receptionist we have 3 seniors with mobility issues and 5 kids and the high tables are not ideal. Receptionist and manager talked several times where to sit us. These 2 made us wait 55 minutes for our table. And another 45 minutes for food to come out. Staff was cleaning up the area around us for closing - putting the chairs on the tables while we were still waiting for our food - when we got there at 7pm, and they close at 9pm. Some of the steaks were unevenly cooked. My mom-in-law who lives close to this branch said she never had a good service from this place. Last time they went there, it took a while for them to sit 2 people only. Not going back to this place. Receptionist should ask questions about the group / customers. It seems unnecessary for a manager's approval if the receptionist and customer already agreed on a table, it's just a table where customer wants to eat after all. So even if the manager does not know anything about the customer group, she'll put them where ever she wants it on the map. Manager did not even apologize for making us wait for so long because of her decision. No customer service experience from this manager at all. She was there like a wait staff, but the real wait staff were so so so much better. TERRIBLE...