Texas Roadhouse — Restaurant in White Marsh

This is our local texas roadhouse we frequent weekly with no issues but tonight my family and I had a terrible experience with the manager on duty Gavin; we placed our usual order of burgers and 2 kids meals for our kids and it took over 45mins for the food to be served without the server checking in once or giving us any update on why there is a wait when we were one of 5 tables sitting at 9pm on a Monday night; due to the wait and lack of communication from our waitress we asked to speak to the manager which was Gavin and he came up to us with a very passive excuse blaming the kitchen being “backed up” and saying they might have forgot to push some checks forward to the kitchen and that he would take half off the bill and at this point we just wanted to move on and finally enjoy our meal but the first time my burger came out i had to send it back because i asked for no onions but it came with onions, then second time it comes back i take a bite and it is dry and well done when i ordered a medium rare burger so at this point i lost my appetite and asked the waitress to just take it back and take it off the order and I got up to use the restroom, on the way back to my table I saw Gavin by the kitchen so i went up to him and told him that it is unacceptable that after waiting 45 mins for my food i had to send it back twice and that we would not be paying for our meal, instead of being accountable of his staffs mistakes and de-escalating the situation and being understanding of my frustration he took it personal that i told him not to bring our check bc we wont be paying it and he threatened my family and I with a 3yr and 6yr old at the table to leave HIS restaurant or else he would call the cops…this made the situation worse and I told him that my family will not leave HIS restaurant until they finish their food so then he walks off saying he is calling the cops and then returned 5mins later saying he took all the food off the bill but that we had to pay for the alcohol on the bill which at that point I told him thats fine and paid the bill for the 2 margaritas ordered…this is not acceptable at ALL from a “manager” and the fact he threatened to call the cops in front of my family after all the mistakes from him and his staff was inexcusable. We will not be returning to any of your restaurants going forward and we hopefully wish Gavin is given the proper training needed to be a better manager to the guests and his staff or be relieved of his duties because he is not cut out for...

I went to this location on Saturday. It wasn't busy to the point where you had to wait. So we were excited. We were seated, a few minutes later our server Heather approached us asking what do we want to drink. We said two sweet teas and two waters. She came back with the drinks and began to take our order. I told her I wanted the 23oz Porterhouse Steak, baked potato with sour cream and cheese, grilled shrimp with a salad. I stressed to her I wanted my steak WELL DONE no blood please. I was so hungry I couldn't wait for my food to come out. When my food arrived, we prayed and we begin to eat. As soon as I cut into my steak, blood started draining out of it onto my plate touching my other food. I immediately became disgusted and aggravated.

A manager was walking by stopped and asked was everything was OK. I told her no ma'am so she asked me what was wrong and I told her I asked for a well done steak. She told me she could give me a credit back but because I was hungry, I suggested could they just cook me a well-done steak. I didn't think they were gonna just take the steak I had and put it back on the grill to re-cook it. I was sitting there thinking about it and I realize if they do that it would make it too tough to eat therefore, I asked for the refund. No one came back over after that to say anything or ask me if they could get me something else or nothing so I sat there while my friend ate his food. It's almost like giving a dog food and having another dog watch them eat, how rude. So by this time, Heather came by and asked if everything was OK I told her No and I asked her if she could make sure my friend have two drinks at a time because he drinks them fast. Her response was I'll do my best because everyone here is like that, really Heather? I didn't ask you about anyone else, I was referring to us. I feel that was that was rude as well.

I don't know who training these waitresses but some type of reinforcement is necessary. How you talk to a person matters. How you address a situation matters. I give this place a zero. I will not visit this place again, even if it was free. Save your time and money and go somewhere else to enjoy yourself. I've been taught by a Chief it's Quality...

We went to have lunch and used call ahead seating so that we could give the location a heads up as we are a large family. (10) The larger tables were open so that we could sit together but according to the hostess the waitress for those tables didn't show up. We were asked if we would mind sitting across from each other. I thought across but it was not, it was separate table two tables back. Not near at all. I had young kids who I had to sit at a separate table with older kids separately. The hostess got an attitude because I specifically asked why we couldn't just sit at the long table all together. She was not entertaining questions and that is when she made up the "no waitress" story. When the waiter (Devon) came he was trying to keep up with both tables that were not close to each other and tables further away. We were a large party so I tried to show grace but he keep forgetting what we asked him for. When we asked for to go cups, for the refills we asked for, we got tiny cups. This location is not family friendly unless you only have 1 child, then you can look for to being shoved in a corner and forgotten. We specifically asked for the kids steak bites to not be burnt...what did we get? Charcoal briquettes in a bowl. Asked for honey mustard...had to ask several times. Asked for A1...after a good amount of time had to ask again. Then finally got it. Refills were requested...waited till the end of the meal and finally got them at the end of the meal. In the waiters defense he was trying but I am not sure where his other tables were because he would go to a our table, then the other table and then disappear and when we saw anyone pass we would try to get them to help us. Had we just showed up without trying to give this location a heads up as to how big our party was I would understand being shuffled between tables that were available. That was not the case. I would have understood also if people had not 30 seconds after we sat down been given the table that we asked about. It would have helped the waiters in trying to take care of all the people that were spread out in the restaurant. I spent my time instead of enjoying my meal running between the tables. 100% do...