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 Everett

  301 Newbury St Danvers, MA 01923

• 

  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:06/04/2024

  Type:Billing 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.

  Upon paying the electronic machine that you pay with at the table suggests a tip amount based off of percentages. Our bill was almost $60 dollars. So a 20% tip should be $12. The machine was suggesting an almost $16 tip when you selected the 20% tip option. The other options 18% and 15% were also not correct

  

  Business Response

  Date: 06/05/2024

  Hi there, we would like to close the complaint with ID: ********. We have reached out to the guest, thanked him for his feedback, and directed his feedback to the appropriate teams within our IT Department. The guest was also given our contact information and his case number should he want to provide more feedback. 

   

  Thank you! 

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

  Guest Relations Coordinator

  Customer Answer

  Date: 06/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  they are basically putting it back on me to work with their IT department to fix their problem.  I’m not going to waste my time to help them work on their issues.  They are actively ripping people off.  This is the BBBs responsibility to make sure that they are working in good faith if the customer.  The issue that reported isn’t a human error.  Someone intentionally manipulated their software to make the numbers incorrect.  Any computer that was assigned to make a mathematical calculation to represent a certain % of any bill that reflects a number that would be selected digitally by the customer to provide a tip to the server would be done correctly.  Someone has intentionally made it incorrect   People generally done pay attention to these things and this would lead to a significant amount of money if every restaurant in their chain  did this everyday to every customer.   This would amount to fraud  especially because I didn’t hand the server cash and I am in good faith tipping on the machine provided to me by the restaurant.  I have no ideas if the server is even getting what was tipped to him or her and if the company is potentially skimming the difference of the incorrect amount that the % was supposed to represent.  So no I am not going to work with their IT department.  There’s something wrong here.  It needs to be looked at!

  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 06/10/2024

  Hi there, we would like to close the complaint with ID: ********. We are not requesting the guest to work with our IT Department; We have reached out to the guest, thanked him for his feedback, and directed his feedback to the appropriate teams within our IT Department. The guest was given his case number as well, should he want to give us a call.
  

  
  Thank you! 
  ******* ******
  Guest Relations Coordinator

  Customer Answer

  Date: 06/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Again let me reiterate the fact that I have no intention of contacting or wasting my time talking or communicating with their IT department.  This was a complaint generated because I realized that they were altering the numbers on the tip to charge people more than the % they were selecting.  Especially since your organization wants to be ever so helpful and provide me with a button to blindly tap to add the tip to my bill.  Yes the amount is shown the vast majority of people don’t pay attention.  So, Just fix it!  Show the BBB that you fixed it and that’s that.  What I find interesting is that you don’t seem interested in looking into the issue.  I would think that a company this size would in fact take this as a welcome notification and make every attempt possible to rectify the situation.  I’m not asking for anything because I caught the deception and made the appropriate modification at the table.  I would assume that if this practice of deceptive tip % altering were to continue then it will lead to a much bigger problem than little old me filing a complaint with the BBB.  You talk to your IT department and deal with it.  It happened in your Corona location in Southern California in the bar area.   Let me know when the problem is fixed and will be happy to be done with this.  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:05/29/2024

  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 May 15th, 2024, I visited the Texas Roadhouse Restaurant located in Wesley Chapel, Florida, to have dinner with my wife and our adult children.
  
  Our dining experience wasn’t as we had previously experienced at this location or other locations including restaurants located in other states.
  
  I strongly feel that the kitchen grill staff and the manager on duty failed us during this visit. Also, the food runner literally took our food order to our table and immediately left without asking if everything looked as ordered.
  
  Literally, 95% of our order was not cooked/grilled/prepared as we ordered it. In which I will provide details below for each of the issues.
  
  Please read the attached document for further details regarding this complaint.

  

  Business Response

  Date: 06/02/2024

  Hi there, 

  We would like to close the complaint with ID of ********. The Owner Operator, *****, of our Wesley Chapel location reached out to the guest via phone, at the phone number provided in this complaint, on Friday 5/31/2024. ***** was unable to reach the guest and asked the guest to give him a call to discuss his experience. The guest can reach Owner Operator ***** at ************ if he is still looking for assistance. 

   

  Thank you! 

  Customer Answer

  Date: 06/03/2024

  
  
  Complaint: ********
  
  
  
  On May 31st, 2024, I returned ******' phone call. I was placed on hold by the host staff that answered the phone call. And I hung up after ****** never came to the phone. I figured is Friday and he must be busy.

  Today, June 1st, 2024, I called ****** again. I was informed by ******** that he was not working today. I will try calling ****** again on June 4th, 2024, after 4:00 PM.

  I will update the BBB as soon as I speak with ******.

  Sincerely,
  
  
  
  *** ***

  

  Business Response

  Date: 06/06/2024

  Hi there, 

  We would like to close the complaint with ID: ********. The Managing Partner was able to reach Leo by phone and resolve directly with the guest. The guest also has our phone number and his case number if he would like to speak with Guest Relations at any point. 
  
  

  Thank you!

   

  Warm Regards, 
  *******

  Customer Answer

  Date: 06/11/2024

  
  
  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:05/29/2024

  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.

  I called in an order to this restaurant and a representative named ******* who was very rude and nasty. Then when I pulled up to get the food she was even nastier because I called in and wanted to add to my order some rolls. She then said just so you know this is a one time only thing with her attitude.

  

  Business Response

  Date: 05/29/2024

  Hi there, 

  We would like to close the complaint with ID: ********. The manager of our Uniontown, PA location spoke to the guest this evening and was able to resolve directly with her. The manager stated that April was happy with the compensation and resolution, and the manager ensured that they are continuing to address the customer service displayed during her visit. 

   

  Thank you! 

   

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

  Guest Relations Coordinator

• Initial Complaint

  Date:05/20/2024

  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.

  Saturday nite my wife and I ordered prime rib, the cuts were absolutely terrible so much gristle you couldn’t cut it with a knife. My wife asked the manager to come over, well she did and my told she couldn’t eat hers as it was very tough! Manager’s comment was “Well why can’t you eat that!” Even the waitress said it was unbeatable! The manager reluctantly went into kitchen and got her one to take home! We had such a bad experience that we won’t be going back anytime soon. Totally disappointed in the service and responses from the on shift manager, She talked to us like she thought we were lying to her. We frequently stopped at The Road House but not anytime soon!

  

  Business Response

  Date: 05/23/2024

  Hi there, we would like to close the complaint with ID: ********* I personally called the phone number provided by the guest and his daughter answered the phone. We went over her parent's concerns, as well as providing our phone number for ****** to give us a call if he would like to provide any additional feedback or comments. We are continuing to address their concerns with the Prime Rib, as well as the customer service displayed during their visit. We also sent the guest a gift certificate to use on his next visit.

   

  Thank you! 

   

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

  Guest Relations Coordinator

• Initial Complaint

  Date:05/13/2024

  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.

  Was very dis pleased with the Texas Roadhouse in steubenville Ohio. We were up on the deck part and it was freezing. Multiple elderly people were there also and were complaining that it was way to cold. I asked the hostess if we could turn the air down and she said she would ask the manager. The manager came to our table and I re asked him and told him the elderly were cold too. He refused. Very rude and disrespectful a couple left because they were to cold to eat and we didn't finish our food either because you couldn't enjoy it while shivering. Very un pleased and it was mother's day which my dinner was ruined. We will not be returning there with the management being rude and not listening to customers and what they have to say. No reason everyone was freezing and we all got attitude and no fix. At least 4 couples ended up leaving the restaurant before they even got to finish there dinner. Thank you

  

  Business Response

  Date: 05/15/2024

  Hi there, we would like to close the complaint with ID: ********. The manager at our Steubenville location called and spoke with the guest over the phone on 5/13/24. The manager stated that they refunded the guest, and also sent her a $100 dinner voucher for her next visit. The Owner Operator is continuing to coach his team on the customer service displayed to ensure all guests have the legendary experience expected. Thank you! 

   

  Warm Regards,

  *******

  Guest Relations Coordinator

• Initial Complaint

  Date:05/10/2024

  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.

  I ordered a to go order from Texas Roadhouse at 8:19 this evening including the family chicken tender meal, a prime rib dinner and a children’s meal steak. My kids have autism and are incredibly finicky. This is a favorite and we order from there about once a week. I ordered ranch with the family salad, honey mustard for the chicken tenders, butter/cheese/sour cream for the 2 baked potatoes that came as sides. I also ordered gravy for the family side of mashed potatoes. It should come with the cinnamon butter for the rolls. I also requested an jus, horseradish and creamy horseradish with my husbands prime rib. When my husband returned with the meal the condiment bag had 11 containers of ranch, only. The dipping sauces, baked potato toppings, butter, prime rib sauces and gravy were all missing. My kids will not eat without that…and my husband didn’t want the dry prime rib without the sauce nor plain baked potatoes. I’m pretty sure it’s also illegal to serve rolls without the cinnamon butter. I called the restaurant and asked for the manager. The person in to go that answered was ****** and he told me he was the manager and the to go person. He was sassy right away! He told me he put them in the bag. I offered to send him a picture of the 11 ranches he put in the bag. We went back and forth as he insinuated I was lying. He then offered me a full refund or an $80 voucher. I said a refund as I had already decided I would not be returning to this location. He puts me on hold then comes back and says meaning it’s only condiments I can only give you a $15 credit unless you want a manager. I reminded him he told me he was the manager! He then said he was getting me another manager. **** came on the line and told me ****** remembered putting the items in the bag. I suggested **** check their security cameras and call me back; most ridiculous thing ever. I’m awaiting my apology phone call. I ended up ordering my kids Cassanos pizza tonight because they won’t eat this.

  

  Business Response

  Date: 05/21/2024

  Hi there, we would like to close the complaint with ID: ********. The manager of our Springfield, OH location attempted to contact the guest twice yesterday, 5/20/24, without success. He stated that it went to voicemail, and the voicemail hung up half-way through the message both times. He was calling to resolve with the guest and offer compensation. They are hoping the guest will give them a call back if they would like to talk about their experience with their manager. They can be reached at ************ and reference the Guest Relations/BBB case for ****** ********. 

   

  Thank you.

   

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

  Guest Relations Coordinator

• Initial Complaint

  Date:04/29/2024

  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.

  On april 27th, 2024 i went to Texas road house and purchased 3 gallons of sweet tea with 3 different flavorings. 1 raspberry, 1 strawberry and 1 peach, they make this new and add flavoring, the raspberry and strawberry were fine. However the peach tasted funny and made me feel sick. So we ask that the 1 gallon of peach is refunded.

  

  Business Response

  Date: 05/02/2024

  Hi there, we would like to close the complaint with ID: ********. I personally reached out to the guest via phone, and the guest had further, more extreme allegations regarding her order, which has been escalated appropriately to our Risk Department. The guest will be assigned a claims adjuster for further investigation and review, and her advisor will reach out to her directly via phone. 

   

  Thank you!

   

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

  Guest Relations Coordinator

  Customer Answer

  Date: 05/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 05/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This has not been solved, i would need a refund of the product since i needed to throw out bad product 

  $28.92

  
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 05/30/2024

  We can close this case with the ID of ********. The guest made allegations that resulted in this concern being escalated to our RISK team who handles all similar claims. Since this has been transferred over, we can not longer assist address any concerns in the case and it will need to go through the adjuster assigned to her case. If the guest would like to speak to adjuster she can reach out at **************. 

  Thank you. 

  Customer Answer

  Date: 06/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We did not get a refund for product we had to dump out. 2 gallons of sweet tea flavored, peach.$8.95, and gas money  for having to drive as we feel it was a waste of time and gas. For something that should never have happened to begin with. ****

  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:04/29/2024

  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.

  On March 30, 2024, my family and I took my mother to Texas Roadhouse in Lexington, Ky for her birthday. My bill came to $153.65. I left a $20.00 tip. On Tuesday, April 2nd, I saw that $182.65 came out of my account from Texas Roadhouse. I figured it was an honest mistake and called the restaurant. I spoke with ****, the general manager about the incident. He told me that he would take care of it. On April 5th **** text me and told me what he had done., By April 10th nothing had been done. I reached back out and he said he would follow up and get back with me. Again, several days went by and I heard nothing from **** and saw no refund of $9.00 to my account. On Thursday, April 25th I contacted the corporate office. The lady I spoke started the process for the refund of $9.00 back to my account. On Friday, April 26th **** text me and said he was going to contact corporate again about it. I told him that I've already contacted corporate because I felt this should not be taking so long to get resolved. He got upset and told me not to call his number anymore. I've attached a screen shot of all of the text messages between **** and I. **** drop the ball in resolving this and is unprofessional. I will not be going back to Texas Roadhouse and since he wants to be rude, I want my money back for the horrible customer service he has provided.

  

  Business Response

  Date: 05/01/2024

  Hi there, we can close this BBB concern with the ID of ********* The guest contacted us on 4/25 and was advised of the 5-7 day turn around time for a refund to occur on Guest Relations side. The guest called back on 4/26 and spoke with a supervisor regarding the text communication between himself and ****. A refund for the $9 was submitted and processed on 4/26 ***********) and the guest was sent a $40 gift certificate from Guest Relations that same day. We will continue to address the server and managers action internally with the proper teams.

   

  Thank you. 

  Customer Answer

  Date: 05/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: **** did not follow up like he said he would. Also, he was rude when I told him that I had contacted corporate. Refunding me my $9.00 was the first issue. **** not following up and being unprofessional and rude is another issue. He prolonged the refund, which leads me to believe that he had no intention of refunding me my money. Also, I want to speak to the district manager about ****. It should not have taken a month to get that resolve.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/26/2024

  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.

  I tried to book a reservation for a party of 20 at Texas Roadhouse on April 16, 2024, at 3:45 PM. Initially, I attempted to make the reservation online but was directed to contact the restaurant due to the large group size. Upon calling, I faced multiple hang-ups before finally speaking to someone. I requested a reservation for 6:00 PM for our group, emphasizing that we didn't need to sit together but wanted to ensure everyone could be accommodated. After being placed on hold and disconnected, I called back and was informed by the manager, ***, that they were short-staffed and couldn't accommodate us. Despite the restaurant being open and expecting more than 20 diners throughout the night, *** refused service, citing my attitude. Despite my attempts to explain and willingness to be seated separately, *** remained rude and uncooperative. She begrudgingly provided the corporate number, claiming she had already informed them of my call. Ultimately, we dined elsewhere where we received better service. The treatment from Texas Roadhouse staff was unacceptable, displaying rudeness, laziness, and a lack of willingness to accommodate customers.

  

  Business Response

  Date: 05/02/2024

  Hi there, 

  We would like to close the complaint with ID: ********* Managing Partner *** spoke directly with the guest regarding her experience over the weekend, via phone. We have also partnered with their location's service coaches, as well as the rest of their management team to ensure this is corrected internally, so *** ***** and all other guests will have experience the legendary service we're known for. 

  *** stated that the guest was not looking for any compensation and assured the guest that she shouldn't ever have this experience again. 

  Thank you!

   

• Initial Complaint

  Date:04/26/2024

  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.

  My account on their online ordering platform was hacked. I received an email stating that someone used my account and credit card on file to place a take out order in Georgia (I live in Rhode Island) I immediately contacted the location in Georgia and let them know this was unauthorized and to cancel this order. The employee told me she would ask her manager to cancel and if they couldn’t then I’d have to take it up with my bank. I never got a call back and my credit card was charged almost $85. I called as soon as I received the email so I don’t know why this order was prepared and given to a customer when I had already notified them that it was unauthorized

  

  Business Response

  Date: 05/01/2024

  Hi there, we would like to close the complaint with ID: ********* We reached out to the guest, instructing her to reach out to her financial institution regarding any unauthorized charges, and explained that we have submitted for deactivation of her online ordering account for her peace of mind and convenience. We are only able to assist and communicate with her financial institution regarding the charges any further. 

  Thank you!

   

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

  Guest Relations Coordinator