Texas Roadhouse — Restaurant in West Virginia

We dined here on Sunday 6-23-24 I have never in 65 years been so embarrassed. I literally wanted to climb under the table!!! Jenae Ceccinini the service manager is rude, obnoxious, and lacks management and communication skills!! Short story version, we received our food after a long wait, our steaks were burnt (literally )I had ordered mine well done but not burnt and my husband ordered his med well. We informed the server and he brought a manager out, I said I’d just eat mine and my husband said he didn’t care to wait again and ask to have it removed from his bill. A few minutes passed and he decided to have them remake his steak so we informed the server that he would be having his steak remade and I also requested that mine be recooked because I couldn’t even chew it because it was hard. We waited, we finished our sides, we still waited for our steak. The server finally came by and said he was going to go get on the cooks because we still didn’t have our food. We waited another 15 minutes and I told the server to bring my check, we were very frustrated at this point and then I get my check and see I was credited 12.00 on my meal and nothing on my husband’s. I ask for a manager and told them that my husband never did get a replacement steak nor did I and I wanted it taken off my bill. That’s when Jenae. Ceccinini got involved. She came out and ask what the problem was and I ask her if her staff had not explained, she said they did but I guess wanted my version so I told her that I wanted my husband dinner removed because he never even got his steak, she responded that she had taken 12.00 off our bill and she was so loud that everyone was looking at us and hearing the whole conversation, we asked her to lower her voice because she was embarrassing us and her response was I’m Italian and I talk loud. She wasn’t talking she was yelling, everyone in the place was staring at us . She finally adjusted our bill by taking off my husband’s dinner . This never had to happen, it truly was a very Humiliating and embarrassing experience. I wasn’t looking for a free meal, just a quiet dinner and we got neither!! This woman was out of control, people were looking at me shaking their heads and mouthing sad so I wasn’t the only one who noticed how unprofessional Miss Ceccinini was. I told her I was calling corporate and her response to me was ( it will just come back to me so go ahead) . I can only hope that she is reprimanded in a way that she understands that this was not ok and she doesn’t get the opportunity to do it to someone else. Now I’m calling corporate and hopefully they’ll care about what my husband and I went through because Westover Roadhouse...

We should have gone to the Clarksburg location! Getting food to pick up here in Star City makes you say "what was I thinking?", followed by the feeling that rumors going around are true - the standards of the Roadhouse are downfalling fast. Ordered through the app, my husband goes there promptly, sends the confermation text when arrives at the premises, gets back a reply that the food is not ready yet ( fine, he was early). The follow up message from the restaurant never comes, but they called him a good while later asking where he was, mispronouncing his name and not by the slightest apologetic, that the order was ready but he never showed up.....actually they FORGOT to text him back. So, inevitably, I was expecting the food to be lukewarm if not cold...well, it was stone cold, and we live just 15 minutes uphill. When I proceeded to take out the containersfrom the bag, once my better half got home, I soon realized that they could not have done a worse job in throwing the stuff without any layout, or practical order, in a sloppy, messy fashion where a few things were missing. My blooming onion, sadly laying flat as a pancake, and rattlesnake bites were missing not only the sauces they are served with per menu, but also the substitution I specifically asked in placing the order. The rolls and merely 4 chicken critters (really? For an adult meal?) were floating in huge containers alone and the loaded baked potatoe, pretty hard indeed, in a tiny one. But what appalled me was seeing all the remaining sauces and the baked potatoe fixings, scattered in tiny 1oz cups at the bottom of the take out bags! Why not put them WITH the respective food items (yes, even the butter for the rolls, since it was clear that the bread was pulled straight from the fridge🙄). Oh, and the requested cutlery was missing! My mistake for letting my hubby ordering the mushrooms as a side: they were dirty and lacking flavor. Being a food worker myself, I figured what happened: after the text mishap, the staff scrumbled to fix the order regardless of any consideration for accuracy, plating presentation or completeness. So, end of the story: my birthday take uout dinner, that I was expecting to relax and enjoy, had me turning on the oven to reheat food, cutting and fixing the baked potatoe ( btw, the cheddar was missing), pulling clean cutlery of mine. Oh, well....I guess they just lost a couple of...

Im very disappointed with my experience at this Texas Roadhouse. I went in and walked straight to the bar and waited about 10 minutes and then ordered a coke and two meals to go. I then let the waitress know I was ready to pay upfront so when the food arrived I could just go. I let her know I wanted one meal with a steak, two green beans and 2 dinner rolls and a bag of peanuts and with the second meal I wanted a steak, green beans, loaded baked potato and 2 dinner rolls and a bag of peanuts. I then paid for my meals and tiped the waitress $10.00 and then had to wait 1hr and 20 minutes and seen several people sit at the bar after myself and order, eat and pay. Then the waitress said im having the Manager check on yours now and I still had to wait and additional 20 minutes and the Manager got the order wrong. Once it was delivered to me at the bar I noticed I did not have any peanuts and I was not and I repeat not going to wait around for another 20 minutes as I noticed there were no bags of peanuts on the bar that I could just get easily on the way out. And then to top it all off when I had gotten home and opened up my meal I only had enough butter for half the rolls and I just had a plain baked potatoe with no butter, sour cream, cheese, chives or bacon bits, so much for enjoying my loaded baked potato. Really how hard is it to just read down the receipt and put in the bag what I ordered and paid for???? And for a $10:00 tip for only just taking my order you figure you could at least make sure that my order is correct and you are giving me what I paid for!!!! Is that so hard!!!!???? I mean darn I just wanted to enjoy my Birthday and eat a good meal not feel like I have to Supervise someone on the simplest tasks. I wanted to relax not feel like I work there at the restaurant and need to check my order again after seeing they did not put two bags of peanuts in the bag and then I arrived home to find out that I have a plain baked potato. In short Im very disappointed that someone could not take better care and provide me with better customer service then this.This is totally unacceptable and I expected better service and basic customer expectations were not met and satisfied and if it was not so far for me to travel back from home I would have just brought the meals back and requested a refund. Highly...