Complaints

This profile includes complaints for Texas Roadhouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Texas Roadhouse

  6040 Dutchmans Ln Louisville, KY 40205-3305

  
• 

  Texas Roadhouse

  2900 James Sanders Blvd Paducah, KY 42001-9471

  
• 

  Texas Roadhouse

  3029 Richmond Rd Lexington, KY 40509-1508

  
• 

  Texas Roadhouse

  3143 Erie Blvd, East Syracuse, NY 13214

• 

  Texas Roadhouse

  311 Washington Rd Washington, PA 15301

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a carryout order on April 20, 2025 which totaled $37.60. I called to request a partial refund the next day. The manager granted a refund of $18.71. I have never received the refund as of this date. I have called the restaurant on 3 separate occasions with no resolutions with them telling me that the refund was processed. On the third call the manager sent me a copy of the paperwork. Still the refund is not showing on my bank account. I just want my refund

  

  Business Response

  Date: 06/23/2025

  Hi there, I'd like to close complaint with ID: ********* I spoke with this guest on 6/21/2025 regarding her experience and assured her that the refund was submitted myself. I received notification from our Treasurer on 6/23/2025 that it was successfully processed in the amount of $18.89, to the card ending in 4223, and should be back to the guest's account within a few business days.

   

  Thank you!

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 06/25/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online order to be picked up at the Harvey, Louisiana, location on 06/14...order # *****************. When getting home, I saw that my loaded backed potato had no toppings...I was given only a plain potato. The salmon had no butter (I specifically had that ingredient left on). The ramekin in the center of the cactus blossom that would normally hold the sauce was empty (it was like they were going to pour the sauce, but forgot to). I was also missing my two macaroni sides. Our dinner was ruined, plus my two children didn't have food because they didn't get their macaroni. This was ridiculous! I don't understand how everything was messed up, it was like they just didn't care. I attempted to call the restaurant MULTIPLE times from two different numbers. They either didn't answer the phone, or put me on hold and never came back to the call. I'd hang up and call back and the phone would just ring. I understand it was a stormy day; however, no one gave me anything...I paid for my food, and ended up not getting what I paid for. Since the restaurant won't make this right, I'm hoping this BBB complaint can.

  

  Business Response

  Date: 06/16/2025

  Hi there, we would like to close complaint with ID: ********. The manager at our Harvey, Louisiana location spoke with this guest over the phone and processed a refund on 6/16/2025. Thank you!

  Customer Answer

  Date: 06/18/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At 4:45 p.m. on Tuesday, May 27, 2025, I was a patron at this TX Roadhouse when a young, female floor manager responded to my seating request at the hostess stand. In front of at least four other employees, she reamed me regarding my request, thoroughly embarrassing me publicly. Her remedy to the situation should have been discussed in private, not in front of employees, particularly when it involved a paying customer. The managerial style at this particular location is extremely unprofessional. They even ream their own employees in public and in front of other employees.

  

  Business Response

  Date: 06/21/2025

  Hello, I'd like to close complaint with ID: ********* I personally called this guest on 6/16/25 and left a voicemail at 12:23pm EST, asking for a call back to discuss the concerns stated. I left this guest my name, our phone number, and his case number. My team has been directed to transfer his call to me, should he call Guest Relations back. 

   

  Thank you. 

  ******* ******

  Guest Relations Coordinator

• Initial Complaint

  Date:06/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This incident happened on June 3, 2025 at the Texas Roadhouse in Odessa, Tx address is 4221 N Grandview Ave. It occurred around 7 pm. We were seated and all they had a new trainee no problem and it was busy and we understand. The girl that that was "in charge" her name was **** She was doing to much and made the trainee look like she didn't know much. of course she is training. She would not let her do much. When she took our order I specified everything and pointed to the pictures of what all I was wanting. Never came back to check and kept passing by our table. She definitely helped a larger table more and served them drinks more often. I asked for certain things so she wouldn't have to be back and forth as to its hard been a waitress. When my wife mentioned where were the ribs for her order she looked at ticket and crumpled it up and said it will be right here. mind you we has already waited an hour for our food. When we asked for the necessities we was very annoyed that we asked. Which we asked for when we ordered the food. When she came back with the drinks and what we asked for she slammed them on our table and left. When the ribs finally came out the whole table had finished eating so we asked for a box to go and our ticket. She has added an extra steak which we did not receive. So I asked to speak with a manager cause the waitress didn't come by the table again. The manager on duty was named ****** came and I was trying to explain the situation and she basically was making it seem like I was making a deal out of nothing. She said we are busy and I said I understand but the way you drop things of and slamming the is is no need. She had a smirk on her face and said I will talk to her. I told her said hd charged me for something I didn't get a and she said three steaks and I was like no and was trying to explain and she was just very non chalunt about it. When she came back with the ticket all she said was next time Mama come and see me and say Hi,

  

  Business Response

  Date: 06/11/2025

  Hi there, I'd like to close complaint with ID: 23426869. The Managing Partner of our Odessa, Texas location has reached out to this guest three times, twice via phone on 6/7 and via e-mail on the same day. If the guest would like to discuss his concerns, we'd recommend he follow up with Managing Partner **** ****.

   

  Thank you.

   

  ******* ******

  Guest Relations Coordinator

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/13/2025 we ate at our local branch and I ordered a sweet potato and advised the server that I could not have cinnamon on the potato due to an allergy. This potato was supposed to have marshmallow and butter. When the potato was brought it had marshmallow on top so I proceeded to eat the potato. Once the marshmallow was gone, I realized it had cinnamon on it as well. I began feeling swelling in my throat so I took Benadryl and tried to flush with water. I did tell the server that the potato had cinnamon on it, she brought me a new one. I realized that it was getting worse so from there I had my husband take me to ****** **** where the doctor diagnosed an anaphylactic reaction where epinephrine had to be administered and an ambulance had to be called taking me to the ER. I sent in an online complaint, as well as several calls to Texas Roadhouses corporate number. I was always sent to "risk management" and always got voicemail. To this day I have not received so much as an apology from any member of Texas Roadhouse. I would love just to be able to speak to a member of Texas Roadhouse without being sent to voicemal.

  

  Business Response

  Date: 06/11/2025

  Hi there, I'd like to close complaint with ID: ********* Guest Relations is unable to assist with Risk cases, but we have sent this information over to the appropriate channels. I was able to speak with our Risk Management team and confirm that they will be contacting the guest, if they haven't done so already.

   

  Thank you. 

   

  ******* ******
  Guest Relations Coordinator

• Initial Complaint

  Date:05/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the local Texas Roadhouse during a very busy graduation weekend, and did call ahead seating to ensure our table would be available and not “accidentally” given away like it was during my son’s graduation weekend. To no avail we checked in and were told they were cleaning a table for us. It was yet again “accidentally” given away. Of course I had to fetch a manager when the hostess because rude. I am in the service industry and wouldn’t have a business if I had staff or employees that lie, didn’t provide service, or down right make excuses for terrible service. When we had this issue before I immediately left the establishment went to The Long Horn restaurant on 15 minutes notice and was seated immediately. This restaurant is terrible and I won’t be returning. Disgusting.

  

  Business Response

  Date: 05/19/2025

  Hi there, we would like to close complaint with ID: ********. While the guest's desired settlement was no further contact by the business, I did reach out to the guest via e-mail to sincerely apologize for the inconvenience and frustration experienced during the recent visits. I have also sent the guest a dinner voucher in hopes that she would give us a second chance in the future. 

   

  Thank you! 

  *******

• Initial Complaint

  Date:05/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible experience. Service was unacceptable. Extremely slow, food was cold, we were there for multiple hours.

  

  Business Response

  Date: 05/13/2025

  Hi there, we would like to close complaint with ID: ********. This guest reached out to us directly on 5/8/2025, and we were able to confirm the refund was submitted by the Stroudsburg Texas Roadhouse team on 5/9/2025. The guest should expect to see this refund in the next few business days, if they haven't received it already. We sincerely appreciate the guest's feedback; we are continuing to address these issues internally. 

   

  Thank you!

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 28 2025 placed and cancelled order for 18.59. money wasn't refunded after requesting 2 time. Order number 34159999*********. Texas Roadhouse 7341 North Cliff Ave Brooklyn Ohio 44144

  

  Business Response

  Date: 05/03/2025

  Hi there, we would like to close complaint with ID: *******. We have reached out to the guest to apologize for the delay with the refund, and I sent the guest a certificate in hopes that they will give us a second chance. We also confirmed that this refund was submitted on 4/29/2025 and should be processed and reflect in the guests' bank account in a few business days, if it hasn't already. 

  Thank you!

• Initial Complaint

  Date:04/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was at Texas Road House tonight with my Daughter 4-12-25 , in Waukesha, Wisconsin at 2513 Plaza Court, Restaurant 20037. We both ordered Dallas Filet 8 oz, medium… My daughters was good, mine came out well done… Sent back to get new one, my daughter ate her meal, she was done, so she’s done eating and manager said 4 more minutes and my steak will be out…Never seen it, manager took my meal off the bill… I ate nothing…I believe for my time, had no meal , that I should get a free meal. I’m home now starving, night was a BUST…I sure hope I hear from you SOON… Thank you, ******* ******

  

  Business Response

  Date: 04/27/2025

  Hi there, please close complaint with ID: ********. Our team at Waukesha spoke with this guest on 4/15 and was able to address her concerns directly with their team appropriately. They also offered the guest a gift certificate in hopes that they will come back and give us a second chance. Thank you!

   

  ******* ******

  Guest Relations Coordinator

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Saturday I had a really bad experience with the location in Fresno California. I waited for my meal for 25 minutes and was given the wrong meal then I had waited for another 20 minutes and my meal never showed up. I asked for a manager and no manager came to the table. I got up to leave due to the service and not getting my meal Timely. I literally wasted an hour of my time getting no meal or nowhere with the company. I spoke to a manager named ***** afterwards prior to leaving and she had no courtesy or empathy for what had just happened. I have requested a call backs from district manager and the restaurant manager. I have not received any calls

  

  Business Response

  Date: 04/04/2025

  Hi there, we would like to close the complaint with ID: ********. We have spoken with this guest on 4/3 and again on 4/4 in regard to her concern. We did assure the guest that this issue was addressed and handled internally with our Fresno, CA Team. We apologized for her visit and for not receiving follow up from Guest Relations sooner. While we're unwilling to offer compensation due to the nature of the concern, we assured the guest that this information has been communicated appropriately, and our guests should receive the legendary food and service as expected. We sincerely hope the guest will give our brand another chance in the future.

  Thank you! 

   

   

  *******

  Guest Relations Coordinator

  Customer Answer

  Date: 04/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The company has not properly addressed my concern nor did a manager call me
  
  Sincerely,
  
  
  
  ******** *******