Texas Roadhouse — Restaurant in Westfield

Avoid this place at all costs- and before the manager or owner responds and says we should have spoken with them-WE DID!

We had a large group (52) for the National FFA Convention and as we always do- we called the restaurant before we came in ask if a large group would be able to be seated broken up over time or if it will overwhelm the restaurant and we should find somewhere else. The hostess on the phone said it would be fine and she put us on the waitlist and may be around an hour and a half which was totally okay. We are aware there are no reservations but were told that large groups called that morning to put their names in for a time- interesting since they claim to not allow reservations or we would have made one. We had our group stand outside to not invade the restaurant and be respectful.

2.5 HOURS later we finally went inside to ask where we were on the waitlist because the hostesses continually kept taking people who walked in an hour after us to sit down. The hostess kept telling us we were soon which was not the case and that it would be another hour or so. I called to ask how long it was for a table of 4 and I was told 20 minutes- HOW does this make sense. Not one time did the manager ask us if our group of kids needed rolls to occupy them while we waited shivering and starving (understandable if a 20 minute wait but OVER 2 HOURS?), no water, no apology, nothing. What we did receive was hostesses making nasty comments about our group openly not knowing we heard most of it, snarky looks, and some tables not served food for 45 minutes when we were finally seated after 3 HOURS OF WAITING. The best part was the tables that didn’t get food for 45 minutes weren’t even offered a bit of compensation or even an apology- actually we never even got 1 apology for this entire experience. We all still paid and did tip our servers because this was not their or the kitchen’s fault by any means and they still deserve to make a living not based on the fault of others. I will say that our table itself did have a fantastic server and he deserves all the credit for holding his composure with a pressured situation and staying kind- kudos to this gentleman.

The canes down the road got our group through today in 20 minutes and while it might be fast food it was stressful to them as well sit down or not and they were insanely kind.

We will not be returning next year, or ever to this location of Texas Roadhouse which is a shame since we have only ever had amazing experiences at this restaurant chain, this specific location is the exception to the standard and should be ashamed. I NEVER write bad reviews but this...

I went in for my birthday as I love their rolls.

Unfortunately the rolls were the only part of the meal that went well.

Myself, my wife, and our daughter came in and were seated quickly. The hostess was very nice and chatted us up about how our day was.

After being seated, our server came over and took our drink order. We started with just a couple of waters while we browsed the menu.

When the server returns I ordered a Cactus Water Cocktail and my wife ordered a margarita. The server said he would go out those in and be back for our food order.

He returns a short while later and takes our order. I got the 16oz sirloin with a loaded sweet potato and a cup of chili, my wife got the fillet medallions.

We sat and chatted waiting for our food and noticed it was odd our drinks had not come yet. Our waiter seemed to be struggling with the POS system where they put in the orders and we tried to flag him down, but he headed back to the bar area (we figured to grab drinks)

About 10 minutes later our waiter brings our food and we ask about our drinks. The waiter looks at us and says "What drinks?". I repeated the drink order and he goes "oh I totally forgot, sorry guys" and heads off to put the order in.

While he entered the order I noticed they gave me a loaded baked potato rather than a loaded sweet potato. When he came back with the drinks I let him know and he said he'd fix it and came back shortly with a "loaded" sweet potato.

I use the word "loaded" because a loaded baked potato there is cheddar cheese, sour cream, and bacon, but the sweet potato came out covered in marshmallow, brown sugar and syrup. I was let down to say the least and asked about it. The waiter said they could do it like a regular potato if I had ordered it that way, which I reminded him I had and they made a mistake. He then just kind of walked away.

Steaks were decent. Mine came out a good medium rare, wife's was a little over done medium.

While eating, we hear the waiter go to the party next to us and tell one of the men that they "lost his order" but handed him a different steak he didn't order and told him to "eat that til yours comes"

A few minutes later as we're getting ready to leave, he's back talking to the guy and I over hear him say "I'm sorry, the guy behind me (referencing me) took your steak, I hope your meal was okay"

I bit my tongue as I was with my family for my birthday and we went to make our way out of the restaurant.

On the way out we walk past the manager who asks the server "is that guy happy?", the waiter replied "yea he's good".

Overall I like this place, the service however makes me doubt I...

PLEASE READ!!! Our waitress tried to steal my gift card with over $300 on it. Here’s what happened: the bill came totaling $56 and some change. Knowing that I’ve barely used my $500 visa gift card, I decided to use it to pay the bill. My fiancée had cash so we put $11 in cash on the table for the tip. When our waitress came up to get my card to process payment, she grabbed the tip as well. Never experienced that before but it gets worse… She comes back to our table rather quickly and says “thank you for coming, the gift card has a ZERO balance on it now, would you like me to go ahead and throw it away for you?” At first I said “yes okay” but I came to my senses a split second later and replied, “no thanks I’ll take my card” now scratching my head in disbelief because how is it possible my new $500 card is already at zero AND it covered the $56.28 bill exactly? Not a chance!!! I even asked her if the bill was fully covered and she said “yes.” I got my card and immediately called Visa and lo and behold, the card still had over $300 on it. I then located the manager (who was wearing a pink polo collared shirt) and explained to him exactly what happened. He asked who the server was and unfortunately I never got her name but I did point her out to him. She was serving the southeast side of the restaurant today between 2-2:30pm, Saturday December 14th, 2024.

I can’t help but think this isn’t the first time she has pulled this scheme and I’m sure I’m right. The audacity to steal like this from people, especially this time of year, is incredible.

This server should be fired immediately and investigated. I’m not dumb and I almost let her have the card out of convenience. If it wasn’t her fault, then Texas Roadhouse’s Point of Sale system is flawed, which I highly doubt - I’ve worked this industry and many POS systems. This was intentional. I told the manager her service was horrible too, which it was. Asked for a 2nd butter for the rolls after we ran out and never got it. Only served one drink throughout the entire meal. And she brought the bill to us without asking how the food was or if we needed anything or even if we wanted dessert. She even handed the bill to my fiancée once she brought it. I hope people see the first sentence of the review before visiting that restaurant. Good luck to every on and watch out for this...