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

  
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  Texas Roadhouse

  2900 James Sanders Blvd Paducah, KY 42001-9471

  
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  Texas Roadhouse

  3029 Richmond Rd Lexington, KY 40509-1508

  
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  Texas Roadhouse Everett

  301 Newbury St Danvers, MA 01923

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  Texas Roadhouse

  21 Redstone RD Manchester, CT 06042

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:06/28/2024

  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.

  Arrived at approx 9 pm tonight, with minimal crowd at this time. Sat at bar to order. Waited over half hour with not one word about our food status! The bartender/waitress taking the order made not 1 attempt to check nor give us any concern! With it approaching 9:45pm, I ask at the front desk for the manager who comes out of the back office. I explain about extreme delay and manage offers to check, then says food coming in a minute. The food comes and my order is wrong! The margarita ordered was also wrong too when the bartender put sugar when salt was requested! She was just horrible and didn't even offer to remake, but instead just poured into another glass! So, after 30 min of waiting, and the chicken comes with brown gravy (which I do not like) instead of white, like I asked for! So now, the manager is called again and offers to remake, which I am not happy with due to the first taking over 30 min and so I ask if going to be another 30 min and told no. However, it was close to it and again the chicken comes and this time it is so overcooked that I can't even cut it with a serrated knife hardly! In addition, the manager brings back just a piece of chicken and not the sides when he returns! So, I have to ask for those! Once again, the unconcerned manager comes and I tell him just take the food and don't charge me. After 10 pm by now! Without any apology, he simply takes the plate, says nothing and walks off. The bartender/waitress proceeds to give us the $30 bill without any concern either! Charged me for MY coke even under the pitiful circumstances! When walking in the door, there was a sour stench that was absolutely discusting besides! I will not set foot back in that poorly managed, stinky, incompetent operation and want this business' corporate to know how customers are treated without regard there and how bad food and service is! Going to post on social media as well! phone number *** *** **** *** *** *** *****   can provide receipt.

  

  Business Response

  Date: 07/03/2024

  Hi there, we would like to close complaint with ID: ********. The manager at our ****** ******* location has reached out to this guest via phone twice, once on 7/1/2024 and 7/3/2024 and was unable to reach her. They have also sent her an e-mail, asking for an available time to talk about her concerns. Guest is encouraged to call Manager ***** ** ************ or respond to the e-mail from *****. If the guest has any questions, she can give our Guest Relations team a call at ************, however, the Denham Springs upper management team is hoping to assist this guest directly. Thank you!

   

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

• Initial Complaint

  Date:06/27/2024

  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 ordered online from the winchester, va location saturday 6/22/24. I dont have the receipt anymore but it was between 5-6pm so im sure it can be looked up under my name. I ordered ribs with fries and mixed vegetables and a extra side of corn. When I got home the ribs were burnt, I requested no bbq sauce on them and there was bbq sauce on them and they did not give me my mixed vegetables or corn. I am requested to have my order remade at some point in the future. I am deaf so please contact me by email.

  

  Business Response

  Date: 06/30/2024

  Hi there, we would like to close complaint with ID: ********. A manager at our Winchester, VA location has reached out to the guest via e-mail as requested and has also sent the guest a $30 dinner voucher for his next visit. We are continuing to work with the Managing Partner to address this concern for all future guests as well. Thank you! 

   

   

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

  Guest Relations Coordinator

  Customer Answer

  Date: 07/01/2024

  
  
  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:06/25/2024

  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.

  Me and my family(my significant other, 15 month old daughter and newborn.) went out to eat at Texas Roadhouse on 06/24/24. We asked for a booster/high chair seat for my 15 month old.
  
  Once seated and received the booster seat we realized it was broken with no clips.. I brought this up to the attention of a team member since my daughter was practically falling out of the chair almost under the table since nothing was holding her in. I got told by a team member that "yeah most of them are broken , just try tying a knot to keep her in the chair." Which I didn't feel very safe, so for the whole meal duration I had to hold onto my daughter to make sure she wasn't gonna fall out of her seat due to a broken booster seat that this location knows are broken but still not doing anything about and putting customers at harm. This doesn't make me feel safe to bring my family back to this place if my daughter can't safely eat without concern of falling/hurting herself

  

  Business Response

  Date: 06/30/2024

  Hi there, we would like to close the complaint with ID: ********* We have partnered with their Managing Partner to ensure new equipment is ordered, as well as spoke with the guest, apologized for her experience, and sent a dinner voucher for her next visit. We hope she will give us a second chance. 

   

  Thank you, 

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

• Initial Complaint

  Date:06/24/2024

  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.

  The steak we ordered was mostly grizzly and fat.

  

  Business Response

  Date: 07/02/2024

  Hi there, we would like to close complaint with ID* ********. I personally reached out to this guest and was unable to reach her. I left her a detailed message on my reason for my call, my name, our Guest Relations team phone number, and her Guest Relations case number to reference when she calls us back to discuss. I will resolve with the guest once we hear back from her. Thank you!

   

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

  Guest Relations Coordinator

• Initial Complaint

  Date:06/24/2024

  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 placed a to go order at the MANSFIELD location.
  *** ** ******* **** ********** ** ***** ***** ******** ***** * ***************** I ordered Rattlesnake Bites and Chicken Critters, I went back home after picking up my order, the bites were SO salty impossible to eat, the chicken critters were only 3 pieces, I called the restaurant immediately to talk to the manager and I waited more than 10 minutes and no answer, I called again and finally a lady that I don’t remember her name answered me, I explained that I wasn’t happy with my order because of the salty and few pieces of chicken. She offered me to go back and she would replace my appetizer. I told her that I drove 30 minutes to get my order, so she decided to send me a coupon for an appetizer with my next order.!! I told her that she should replace the entire order since I have to drive 30 more minutes to pick up their mistake. This place it’s my to go place and family dinner and I had never had any issues until now. So disappointed with the customer service .

  

  Business Response

  Date: 06/30/2024

  Hi there, we would like to close complaint with ID: ********. I called and personally spoke with *****. We talked about her concerns; I assured her that they would be addressed with the store's upper management team and offered to replace her entire meal. Guest was happy when we ended the call and thanked me for understanding her frustration. We hope to serve this guest again in the future. 

   

  Thank you, 

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

  Guest Relations Coordinator

   

  Customer Answer

  Date: 07/01/2024

  
  
  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:06/20/2024

  Type:Customer Service 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.

  On 6/13 I placed an order )
  Order # *****************
  Which I canceled but was still charged for it. I was told I would get a phone call to process a refund but I still haven't. This was at the Waite Park MN location. The total was 106.40

  

  Business Response

  Date: 06/23/2024

  Hi there, we would like to close the complaint with ID: ********. The manager at our St. Cloud location stated that they have submitted the refund, which should reflect in the guest's bank account within the next few business days. The manager did call the guest to let her know, but the call was unanswered and there was no option to leave a voicemail. 

  If the guest has any further questions, they can reach out to ****** ** ************ or myself and ********* in Guest Relations at ************.

   

  Thank you, 

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

  Guest Relations Coordinator

  Customer Answer

  Date: 06/25/2024

  
  
  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:06/19/2024

  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.

  Greetings, 
  
  On the evening of June 18, I visited your establishment around 9 PM. Initially I was going to leave due to the availability of seating but choose to patronize your establishment anyways, this was a bad decision! 
  
  I will start by saying I was serviced by a waitress that was absolutely amazing; her name was *******. She provided exceptional customer service. 
  
  However, your manager ***** did not provide any service. I requested to speak with him and he arrived with less enthusiasm than some who has no religion on a Sunday service. Around 945 a group arrived with a white dog that they advised was a service dog however, the dog was not labeled with any service markings, including a jacket, a collar or anything of that identified the dog as a service animal. The animal walked around the restaurant and barked which service animals do not do; I know this as I am licensed social worker. ***** proceeded to roll his eyes and walk away to retrieve the requested information (corporate contact).
  
  I was very dissatisfied with my visit and have no plans to return as I have no desire to eat with animals walking around a restaurant hence, I didn’t finish my food that I paid for.

  

  Business Response

  Date: 06/26/2024

  Hi there, 

  We would like to close complaint with ID: ********. I personally reached out to this guest at the phone number provided multiple times and was unable to reach anyone. I left the guest a detailed voicemail giving her our phone number and her Guest Relations case number if she would like to discuss this further. Again, her Guest Relations case number is *********, and we can be reached at ************ everyday of the week until 8pm EST. 

   

  Thank you.

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

• Initial Complaint

  Date:06/10/2024

  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.

  We order here in the Union City , ca location their rib dinner on MAy 11, 2024.
  We got sick, throwing up for a long time and severe headaches. I reached out to the actual location the same night and next day no returned call from them. I even texted the number that was given on the automated service and no response. We then went there on the 12th and asked for the manger with pictures and they said no manager available and that next time I should order something else. This location is terrible in communication and proper food procedures causing upset stomach. This is not good! Managers at this location careless about their customers.

  

  Business Response

  Date: 06/10/2024

  Hi there, we would like to close the complaint with ID: ********. Our Union City, California location is a franchise location, and our team is unable this guest. We have forwarded this guest's information and concerns to our franchise Guest Relations team, and we recommend the guest give them a call at ************. If he would leave them a message, they will follow up with him as soon as possible. 

   

  Thank you! 

  Customer Answer

  Date: 06/11/2024

  
  
  Complaint: ********
  
  
  Whoever responded to this complaint, just know you made no sense in your response. You should learn to check your spelling and your grammar because you made no sense and please do know I am a female not a male.
  And if this place is a franchise, you guys need to put the proper information on websites because at the end of the day your location is coming up as headquarters! I spoke with a person who has common sense. So you can close this case BBB.
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/07/2024

  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.

  Chambersburg Pa location in Jan. of 2024
  Very disappointed. (1st)of all the girl at the front had an attitude issue. ( bopping her head with a sarcastic tone in her voice) when we asked to be seated 10 mins prier to our son showing, we were told no. We told her we were ready to start appetizers & drinks ( my husband was very hungry) Still was told no we could not be seated. ( 2nd) of all my son gave us gift cards for Christmas with a coupon for a free appetizer ( which did have another location on it but when he bought the gift cards he was told they could be used at all locations sense he was using them as gifts)FYI. others he gave the same to were able to use their free appetizers at other locations. He was told the manager could over ride it. But not here...Ours were rejected at this location. Poor management at this location (3rd) We would of spent a LOT more money at this restaurant if we had of been treated better. No one would order a drink except me I order 1 mixed drink. Everyone else only had water due to their disappointment. Plus my husband wouldn't even eat a meal from there( which he got a strange look from the servers helper cuz he could not understand why 1 person had no meal) because he didn't want to spend any more money at this establishment . The 3 other of us ordered just enough to use those dam gift cards. Husband never wants to eat at Texas Road House again. Thought I would bring this to your attention . The Sloan's
  Jun.2024...
  FYI... Manager called about 1wk after this review was very humble & offered a $50.00 gift card to come back to his restaurant to try & make thing right. LYE, LYE, LYE here it is 5 months later & never got a thing VERY DISAPOINTING SHAME ON YOU ALL!

  

  Business Response

  Date: 06/10/2024

  Hi there, we would like to close the complaint with ID: ********. I have reached out to this guest, letting him know that we sincerely apologize for the inconvenience, appreciate his feedback, and that we are continuing to address his concerns to provide the legendary service expected. I also explained that the guest (********************) was sent a $50 Gift Certificate on 1/14/24, by the Owner Operator of our Chambersburg, PA location. This has expired; however, I have issued a new one for him to use, good for a year, at any location. 

  Thank you! 

   

  Warm Regards, 

  *******

• Initial Complaint

  Date:06/07/2024

  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.

  Me and My Husband are regular customers that comes to dine in with are Friend every Thursday and occasionally a day or 2 during the week. We called ahead as usual for 6pm and when we got there are friend wasn't there yet but we went to hostess Station to let them know we were here for are reservation and requested one of the waiters who takes good waiters and we were told that the manager on duty was cleaning the table are us to get us seated. Then 2 guys came in behind us and got seated where we were supposed too. So when I said something the manager on duty comes over and instead of apologizing or try to help us get seated. He got smart and in a rude tone and said mistakes happens and that we would either 1) have to wait for table to open up so we can get waited on by are favorite waiter or 2) get seated to be served by another waiter. Then told to deal with it and have a seat then when are Friend came and i was talking to him and the manager on duty comes over and tells me not to talk loud about it in front of the other customers and to get over it and he wasn't going to move them. But I again let the manager know that he and his staff messed up are reservation and seated someone behind us. All because I got little loud about it the manager on duty came back a couple of minutes later and told us to leave and that we weren't being seated and to come back another night. The manager om duty could have apologized and tried to help us get us a table but chose to pick a fight with me. There is no sign at the restaurant that states they can turn away customers or refuse service. Would like to know why we were turned away and what was the justication for it? It would be nice to have a Apology and store credit. Plus accountability to the manager on duty for acting the way he did and not handling things like a real manager would do

  

  Business Response

  Date: 06/10/2024

  Hi there, we would like to close the complaint with ID: ********. We have reached out to the guest apologizing for her experience, ensuring that we are continuing to address the customer service displayed during their visit, as well as offered a $50 gift certificate for their next visit. 

   

  Thank you,

  *******