Texas Roadhouse — Restaurant in West Haven

My experience with your server Reveka can serve as a crucial training guide on what not to do as an employee and how not to treat customers. On Sunday afternoon, I visited your establishment to celebrate my sister’s completion of her chemotherapy treatment, a significant occasion for our family. I traveled from New York to meet with my mother, sister, and niece at your West Haven location, a place specifically chosen by my sister for this celebration. Initially, our server, Reveka, seemed attentive; however, the situation deteriorated once our food arrived. She delivered our appetizers—fried pickles—without providing plates or utensils. Assuming she was preoccupied, we resorted to using paper napkins and our hands to eat. After a considerable wait with no sign of her return, we sought assistance from another server, who promptly brought us the necessary plates and utensils. When our entrees were served, we noticed that our salads were missing. Reveka failed to return to our table, so we inquired with Brian, a server from the adjacent table, who kindly brought us our salads without delay. During our visits I asked Reveka for bread and water, she inquired how many waters we required. I informed her that we needed only one because she seems busy and annoyed; however, she did not fulfill this request despite our patience. I ultimately had to ask Brian for water, which he provided. Regrettably, it came without a straw, prompting me to get up and retrieve one from the bar myself. Throughout our meal, we received no water, no serving plates, no utensils, three missing salads, and no bread from Reveka. It was disheartening that Brian was the only staff member who recognized our needs and addressed them appropriately. At the conclusion of our meal, the manager was in proximity to our table. Although I had no intention of lodging a formal complaint or speaking with management, I felt compelled to mention the series of oversights we encountered and requested a printed copy of the receipt to obtain Reveka’s name for review purposes. What transpired next is what prompted me to contact corporate. Reveka approached our table with a demeanor that was both disrespectful and condescending, asking, “Is all this because I forgot to bring you a straw?”. She looked at us with such disdain I felt so uncomfortable that I knew at that moment I would never return to this location. I attempted to explain that we had not received water, plates, utensils, salads, or bread, yet she continued to respond with an attitude that was both disappointing and unprofessional. I did not come here to fight or to be treated with anything less than respect. I did not come to upset or inconvenience Reveka, I came out to eat to celebrate with my family. As a customer there is never a right way to handle these disappointing experiences, we don’t have handbooks to guide us on how to deal with rude behavior from a waitress or restaurant staff. My message to Reveka is, as a waitress working in a food establishment there is a basic level of human decency that should govern all interactions with customers. There should be an understanding that plates and utensils are the basic need of all. If there was something about us that upset, you on a personal level ask management to reassign your table to another waiter. If mistakes are made a simple acknowledgement and apology can change someone’s world. Kindness is free. Unfortunately, Reveka has not learned these lessons or simply just...

I normally have a wonderful experience at this restaurant when I dine in. The staff is normally accommodating, kind, and respectful. On Sunday, Oct. 2, 2022 I ordered to-go and my order was missing some items. I ordered a wing appetizer, ribeye/ribs combo, and a ribeye/grilled shrimp combo. When I returned home I notice the wings were missing and notified the restaurant, who stated this would be refunded. Then I noticed the salad was missing as well, so I called the restaurant again. The employee cut me off when I called and informed me the manager already fixed the problem. I advised her that I was calling for another missing item, the salad. Eventually a disgruntled manager came to the phone, who also interrupted me and informed me that the issue was already resolved. I advised that the customer service was inadequate, considering I have worked in customer service for over 20 years and served tables for over 10 years. The manager decided to hang up on me!!! I have never had an establishment hang up the phone, and I was shocked that Texas Roadhouse would do something like this. I went to the establishment in person which was extremely inconvenient considering I live in another town. The manager never apologized for hanging up on me and stated she would reimburse me for my meal, which I returned. I was so disgusted by the manager's behavior that I lost my appetite. The manager stated her name is Adrian. Adrian has a vile attitude and her behavior is not acceptable for a manager or business leader. I am very disappointed because I have never had a bad experience at Texas Roadhouse. I have never received an attitude from any of the staff, EVER. My family frequents the New Haven location and have always left pleased and satisfied. I will probably never order from curbside again, but hopefully I will one day return as a dine-in guest. Adrian is a disgrace to the entire Texas Roadhouse chain and does not represent the friendly restaurant which I have visited many times before. I have been frequenting the restaurant chain for years and always received exemplary service until October 2, 2022. It was definitely an experience...

Brought the family and relatives for dinner Friday evening July 25th sat down and ordered. At one point during the order process my wife ordered 2 Texas size combos. One was full slab of ribs with sirloin the other chicken critters and sirloin. Other items and sides were ordered and the waitress (Karen) repeated back the order and incorrectly stated fillet with the combos. My wife corrected her and repeated back the original order of sirloin for these combos. Food was delivered by another person, not the waitress. I glanced at one of the steaks which was a sirloin and assumed the other was the same. At one point while eating a serving dish was dropped on one of the family members as the waitress/waiter station was directly behind their seat. Luckily nothing was on the dish and no mess was made, neither was there an apology only giggles by Karen and another waitress. Only one visit was made by the waitress to refill drink/water or to check on our table. Upon reviewing the bill we noticed the two aforementioned combos included fillets. We notified the waitress of the error and asked that it be amended. She said she will not change it because that is what we ordered. Asked to speak to manager at which point she said if she has to get her manager, we would have to pay the full amount. A few minutes later a manager arrived and we addressed the issue which he corrected the bill. Used the men’s restroom prior to leaving and the floor was extremely slippery like grease was on the floor. Toilets are leaking near...