Texas Roadhouse — Restaurant in Wilkins Township

I have to say this was likely the worst eating experience I’ve had in 43 years. We sat for 1 hour and 10 minutes to be seated, while tables of 2,3,4,6, & even 14 got seated in front of us because a 5 top “wasn’t to be found.” The young man who called the reservations up was disrespectful. Of course we wanted to know why we were still waiting after 70 minutes, when likely 20 groups who came after us were seated. And our message was “wait time 35-45 minutes.” He acted like we were being unreasonable and was appalled by us after 1:10. We sit down…. It too was another two hours for our food to come. During our wait time the waitress apologized likely 10 times and was honestly the best worker there. I tipped her well. The scenes that played out around us though…unbelievable. The manager came to talk to the table beside us about cold food or bad ribs? and they happened to be African American. I didn’t hear the whole story, but I did hear the manager say something about “sending food back to Africa?” WTH? The patron was outraged and I think all of us were too. After a ten minute verbal spat, an African American worker came over and cleared their bill and apologized profusely for the managers comments. A second complaint came from another table beside me of bad food too..but these two ladies were literally afraid to say anything…and told the manager that too “we don’t want to say anything but….” The manager came back took their plates and walked away. When we got our mediocre food we all literally ate HALF our sandwiches in 10 minutes, asked for boxes and left. It was 3:15 minutes later. THREE HOURS & FIFTEEN MINUTES. The smart Alec hostess made it a point to say extremely pointedly “hope YOU had a REALLY great night” to us as we were leaving after he recognized us. I said “Three hours later…” And he said “Excuse me? What did you say?” I kept walking. If I had turned around and repeated myself, what was he going to do? Throw down (as the Hostess?) for me making a valid statement??? I would challenge him to have the same experience and sit in silence. Also, when is verbally sparing with the patrons from hostesses & managers ever ok? I can’t believe i paid for such an aggravating and aggressive night. I really have never seen managers and/or a hostesses in a hospitality business treat people so poorly with no empathy and disrespect. I am beyond dumbfounded. I’ll literally NEVER ago back to a TRH again. Honestly I don’t really want to go anywhere now. Just really unbelievably bad services all around, which were clearly “justified” in their minds. IF a manager says things like what like witnessed, to customers, he surely is ok with other staff being like this which is clear. Please don’t ruin your night. It’s a horrible...

When you call in for reservations or to be put on the waitlist then that means you have a special request. For Friday, I called in to put in for a table. I’m a bigger person and booths have never been comfortable to me regardless my size or not. I said to the person on the phone ‘It’s for a table right?’ And they confirmed. I was told 15-20 minutes which is fine. I’m a super patient person. I text the waitlist number here and then go up. I was told my friend and I would be next so great. I’m excited to eat steak and rolls haha. We get walked to a booth which I stated that isn’t what I called for. So the girl apologized and stated I’d have to go back to the host. So I let them know the issue and they stated I’d have to wait another 15 minutes which again is fine however, this is where the issue lies. I get mistakes happen but we get there a little before 6:30 PM which I will say they were very busy due to Mother’s Day weekend so I’ll give that a slide. We didn’t get seated until 7:20 PM which it was not communicated for that long. Our waitress was great and was prepared. When we got our cactus blossom, it was nothing but grease and couldn’t finish. We did not get our actual food until 8:15 PM which the wait was not worth it. I look at Texas Roadhouse as a luxury or something fancy. This was mediocre at best and it wasn’t even worth the wait. Our waitress asked how everything was and I stated, you’re doing great but our food and the people in the front made this experience terrible. This is the second time I’ve been at this Texas Roadhouse and to be quite frank, I’d rather drive all the way to the North hills and go there because I’ve never had an issue. When we said that to our waitress, of course the manager came which was nice and all but you didn’t offer anything? I’m not expecting anything but really? I’ve worked in customer service and if you want your local community to come back then do whatever you can to gain that trust and loyalty. She was very nice and everything but overall, being at Texas Roadhouse for that long along with getting great service by our waitress but overall, the food wasn’t worth the wait.. please do better. I’m not going to say avoid this establishment but prepare to wait long and ensure your food is what you want. If you have a special request, ensure the person records it correctly and reiterate that. If you have an issue, I hope there is a solution that...

Disappointing Experience Despite Exceptional Service from Brittany

Our visit was disappointing, despite the great service provided by our waitress, Brittany. We started with margaritas—frozen strawberry and mango on the rocks, both with sugar on the rim. However, the drinks were served incorrectly: two mango margaritas, one frozen and one on the rocks, both with salt on the rim instead of sugar. My drink was excessively salty, making it undrinkable.

For appetizers, we ordered the Killer Ribs and a Blossoming Onion, both with a side of ranch. Unfortunately, the ribs were served cold, and the onion was undercooked and doughy. When the ribs were returned to the kitchen and brought back, they were overcooked, dry, and lacked proper sauce.

We also ordered Filet Medallions (medium-well) and a Filet (medium-well). After waiting an extended period, I informed Brittany that I needed to leave by 9 PM for work in Oakland and requested my order be canceled. She promptly escalated the matter to the manager, Chelsea, who assured us the food was on its way, we could take it to go and offered a discount. When the food finally arrived, I opted to take it to-go but was disappointed to find that my Filet Medallions were overcooked (well-done). Filets should never be cooked this way.

The final bill reflected a $25 discount, which felt inadequate given the series of issues—wrong drinks, poorly prepared food, and excessive delays. Another manager, who wore a baseball cap, displayed poor customer service with condescending remarks and dismissive body language, even after acknowledging the errors.

As a loyal customer who frequents your establishment and tips generously, this experience was unacceptable. I believe further efforts to address this situation are warranted, including a sincere apology and additional reimbursement. Unfortunately, based on this visit, I am...