Texas Roadhouse — Restaurant in Wilmington

If I could give no stars I would. The customer service that night was outstanding(we had a to go order) but when you get home and your steaks are bleeding (we ordered the family pack which comes with medium steaks(( and we requested one well done)) ) freezing cold in the middle of the raw one(and that was the darkest on the outside) the steak fries that everyone had gotten with them (which we paid extra for cheese and bacon all over them as well) where not even in a container separate from bleeding steaks. For almost four days no one would answer the phone (I get places get busy) I live almost 40 minutes from this store I work in Wilmington and after a 13+ hour shift I thought it would be nice to treat my family but it turned out to be the worse meal imaginable. I had to deal with the rudest human I have ever dealt with who held a managers position ever. The young woman on the phone who first answered was so wonderful and sweet, my mother took over the call since I had to help my toddler. The young woman on the phone who picked up that was super sweet and helpful told us she would get the Manager Mike on the phone. Over my toddler yelling and getting upset over a personal reason I had to mute the music that was playing for him so I could hear as “Mike” was cutting my mother off and giving her a hard time, which caused my toddler to scream louder so I swapped with my mother. I tried handling the situation with the “Manager” Who switched his name to Kevin. He kept cutting me off and I even expressed to him I was getting frustrated over the situation with my child going on and over this situation he was not understanding and he either would keep cutting me off or stating he couldn’t help me farther than 15 dollars off my next bill since I “waited so long” to call about this when no one could even get through to this restaurant. I’m still going to be reaching out to corporate as no one should pay that price to basically just have a salad and 6 rolls as well as having someone as nasty as him to deal with. I haven’t tried to number yet as “Mike” or “Kevin” Which ever he deices to go by even gave me the real number to corporate which I will be trying out shortly after I collect myself after how nasty he was. Texas Roadhouse needs to evaluate their management team seriously. If that’s the quality of service this restaurant has as their management staff that’s a real issue and I feel awful for the rest of the staff as the 4 we have dealt with since pick up outside of “Mike” or “Kevin” whom ever he believes he is. Where...

A visit to the Texas Roadhouse located in Wilmington, NC has left our party scratching our heads. Asking ourselves why we chose this establishment for a group gathering. We arrived with a party of 11. We were not able to make a reservation, the website stated reservations were not available due to no wait time. Our group was content with waiting for a table. When we were taken to our table we were split into two tables. This was not convenient, but we could have made it work, when we received 2 different servers, we had concerns since part of the party on the same checks were at different tables. We were told each table had to pay separate checks they were not able to slit the checks between tables since each had different servers. When suggested to allow the server of the opposite table to take the remaining order of the remaining party members on the same check at the 2nd table. Our server advised that the server for each table had to take the order of the entire table and the orders could not be split to the checks of the other table. This was more than inconvenient. Then appetizers were ordered by one member of our party, yes ordered with the dinner orders, never asked if the appetizers were wanted with the other dinners or before. When the appetizers were received, they were COLD! The separate table with the same party ordering at same time got salads and dinner long before the opposite table. If our party had been asked or at the very least advised our party would be split up this could have relieved some frustration. If given the opportunity to wait longer for a table where the group could have sat together or allowed one server, we would have graciously waited. The fact we never received a check-in by any member of management just to ask how the meal/experience was, a practice done by many establishments, was very concerning. This establishment has never been an establishment anyone would call inexpensive or cheap. When a consumer is paying premium prices a certain expectation of quality of service and product is set. To say I am disappointed is an understatement. Texas Roadhouse has ALWAYS been one of my top 10 restaurant picks. After this dining experience not any longer! I submitted a concern via the Texas Roadhouse Corporate site the night of the visit, which was a Sunday now the following Thursday I still have not received any correspondence in...

On April 11, 2025, around 2:45 PM, I took my nieces out for a late lunch at this location to celebrate my younger niece’s upcoming 13th birthday on April 14. She chose the restaurant, as I typically prefer LongHorn when ordering the Roadkill entrée. Our server introduced herself as Lindsey/Linzie, though the check/receipt on the kiosk listed “Christine,” which was quite a bit different from the introduction. Overall, our experience was not what I am usually accustomed to, maybe the service dipped a bit post-lunch rush. Anyway, I ordered the Roadkill and asked to substitute the mushrooms with green peppers—a request I’ve made at many other locations without issue. The server assured me it wouldn’t be a problem. My 12-year-old niece ordered the Ranger’s Steak meal ($10.99) from the kids' menu, which typically includes one side and a beverage. However, upon checkout, I noticed an additional charge for her drink ($2.99). When I asked about it, the server mentioned something about her age, which led me to assume that perhaps the kids' menu age limit has changed—possibly to 10—though this wasn’t reflected on the menu. I was also surprised to see an added "smothered" charge ($2.29) and an upcharge for the green peppers ($1.29), neither of which were communicated to me while ordering. I typically tip around 25% of the check, but in this instance, I felt unable to do so due to the overall experience. After that Inquiriy, the server never returned to refill / top off my Nieces drinks. On my way out, I didn’t want to make a scene by requesting to speak with Management, especially with my pre-teen niece present, as she tends to be shy. I also want to be clear that I don’t mind paying extra charges—as long as they’re communicated beforehand. Heck, we arrived early enough to have ordered her the 6 oz. sirloin with two sides, which is typically featured on the Early Bird menu for $11.99 when ordered before 4:00 PM on Fridays, as advertised. That is of course a much better deal. Everyone has off days—and today may have been one for Lindsey/Linzie, but with some added support, basic customer service skills and refresher training sessions, I am hopeful she can become excellent at...