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

  7475 Peach St Erie, PA 16509

• 

  Texas Roadhouse

  1155 Washington Pike Bridgeville, PA 15017

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:04/23/2024

  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 am very disappointed at this business that we frequent often. My sister was there on Saturday April 20th to celebrate her 50th birthday with friends and family. She had spoken to the restaurant at about 5:30 or 6:00 to get on the waitlist for 15 people in which they told her she could not be seated for that amount until about 8:30 p.m. needless to say we waited around until 8:00 or so to go in and check in and finally they go to seat us. There was no way that they could seat us or accommodate us after we had waited all of that time. She informed my sister that she changed her count from 15 to 13 which is not true but even if it had been true they didn't even have the space to accommodate 13 of us properly we were in the middle of the aisles and chairs were set up in the way, a hazard. Then they try to seat us at a table booth for two people and claimed its seats 4. There was another table that was open but they had already promised that to another customer that came in way after we did. I feel like that table should have been ours and you should've made sure to accommodate our party that has been waiting to eat at your restaurant for over 2 hours. the night manager was a lady she was very rude and disrespectful I did not get her name but whoever was working the Saturday night management shift at Texas Roadhouse 15415 S I-35 Frontage Rd NB, Pflugerville, TX 78660 April 20th, she probably should just find a new job because I believe that management could have and should have done a better job accommodating us. There was no apology there was a lot of blame and in all we waited over 2 hours to be treated like trash. We were a large group of ******* ********* I don't know if that intimidated her or if she didn't want us to sit at her restaurant together but that's exactly how it felt. We were not given any respect at all and I am very very disappointed in this establishment.

  

  Business Response

  Date: 04/26/2024

  Hi there, we would like to close the complaint with the ID: ********. A store manager spoke with *** *****, who was the head of this particular group of patrons and who checked in at the host desk. We did verify again that she was the head of the party, representing for the entire group. The store manager spoke with *** ***** and apologized for their experience. The guest stated she was still upset, understandably, and that she won't return for a while. The store manages sent her a dinner-for-two gift certificate for her next visit, because we would love to have her. The store manager also mentioned she seemed happier towards the end of the call. We have resolved this complaint with the head of the party. Thank you

  Customer Answer

  Date: 04/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that is a lie. ** ***** was not the leader of our group. As I stated it was my sister's 50th birthday celebration in which that should have been the person that you took care of. Her name is ******* ******** She's the one who called and made the reservation as well as whose birthday we were celebrating so you received incorrect information. **** ***** may have also complained because she was a part of the party and upset just like I am but she is not the person who was in charge nor whose birthday we were celebrating y'all should have taken care of my sister since you ruined her night. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 05/02/2024

  Hi there, 

  We would like to close the case with ID: ********. In situations when multiple guests from the same party reach out to our team, we ask who specifically the head of the party is, as we will only communicate with one sole guest representing their entire party. *** ***** presented herself as the head of the party, and we resolved the concerns as such. We take all guest feedback seriously and have communicated with the upper management team regarding the guest's experiences. 
  As stated above, *** ***** was our point of communication for this party, and the concerns were handled appropriately by our team with her. We are not willing to offer any further compensation. 

   

  Thank you.

   

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

  Guest Relations Coordinator

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It's unfortunate that you didn't think to check the name in which the reservation was made, which was *******. It's unfortunate that *** ***** lied and you all just took that and ran with it. As I stated my sister's birthday was ruined, *** ***** birthday is in October. Hopefully you talked to your trash manager about her behavior at least. But it's fine. Please do close this case. You're in food service so I don't expect anything more from you. And the manager is probably miserable about her lack of pay and wanted to make us unhappy like her, but we're good. My money spends in many more places. Have a great life.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/19/2024

  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.

  Your manager ******** was bet rude and lacked customer service. I asked my waitress to take my 2nd margarita off as I no longer wanted it. The waiter said she went to the bar and told them and the manager brought the drink over anyway saying, she already made it and could not take it back. I have never been to a restaurant where they force you to take something you no longer wanted. And she lied stating she made the drink when we know that margaritas that are on special are already made in a pitcher. So all she did was pour in a glass. I am very disappointed in the service I received and being forced to take a drink, I no longer wanted. This was ****** ** ** ********** ******** ******

  

  Business Response

  Date: 05/01/2024

  Hi we can close this BBB concern with the ID of ********. I have reached out to the Guest via phone and email and left messages providing how to reach me directly. Once she calls back we will work to resolve this with the guest. 

   

  Thank you. 

  Customer Answer

  Date: 05/06/2024

  
  
  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:04/17/2024

  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 11, 2024, I visited the Rock Hill TR after placing an online order for the steak ranger meal and an order of fried pickles. I had to throw the pickles away because they were super salty and I had a headache after that eventually went away. I spoke with the manager and support and received a voucher for another meal. So I went again on March 13, and this time I ordered the ribeye meal. I didn't eat anything later that day because I wasn't hungry and decided to save the ribeye meal for the next day March 14. On March 14, I was fine until I ate the ribeye later that day. The ribeye meal was the only thing I had eaten all day, and of course after getting sick after eating it, I was scared to eat anything else. I went to urgent care the next day and let support know. Someone from the TR reached out to me on March 21 when I was at work, so of course when I tried calling back, no one would answered. I called back immediately after and left a voicemail. I figured someone would return my call within the next few business days. I was wrong. I called again the next week leaving another voicemail and no one responded again. That was almost a month ago. I was also told that I would receive a refund for my food. That also has not happened. This is very sad that this is the way customers are treated. Hopefully, no one will feel how I have felt over the last weeks being ignored.

  

  Business Response

  Date: 04/23/2024

  Hi there, we can close this concern with the ID of ********* The guest's report was filed with our RISK team and has been assigned an adjuster, ***** ******. ***** has tried reaching out to the guest and once they follow up with RISK we will resolve. 

   

  Thank you, 

  *********

• Initial Complaint

  Date:04/15/2024

  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.

  Upon arriving at the Bloomington Texas Roadhouse, I try to us Veteran Day vouchers that I had received from the Texas Roadhouse location in Countryside, Illinois. These vouchers were referred from veterans & were intended to be used for a meal on a later date. However, despite the stipulation clearly stating that they were valid until 5/31/25, for Memorial Day, the waiter at the Bloomington location refused to accept them. This refusal was accompanied by scrutiny & embarrassment, as the waiter loudly questioned the validity of the vouchers in front of other patrons.
  
  Instead of offering a veteran discount in place of the mishap, the waiter demanded documentation & even questioned the military status of my guests. This treatment was not only disrespectful but also discriminatory, especially considering that I had to request a discount that should have been offered without hesitation.
  
  Despite being seated before 5 p.m., the waiter failed to correct the pricing of the meals, resulting in overcharges for items that were supposed to be part of the early bird promotion after he clearly stated that the veteran meals were the same on that menu. This lack of attention to detail & failure to uphold promotional pricing is unacceptable.
  
  The lack of diversity among the staff was glaringly apparent, with only one staff member of color visible in the front-end service. This lack of representation, combined with the discriminatory treatment towards my family, compounds the concern regarding the establishment's commitment to diversity & inclusion.
  
  Bloomington Texas Roadhouse was marred by poor customer service, discriminatory treatment, & a disregard for promotional pricing. As a disabled veteran, the embarrassment & frustration caused by this experience are deeply troubling. I intend to raise these concerns with the management of the Texas Roadhouse location in the Chicago Land area and seek clarification regarding the acceptance of the vouchers issued by their company.

  

  Business Response

  Date: 04/17/2024

  Hi there, 

  We would like to close the complaint with the ID: ********. This guest contacted us on our "Contact Us" form on our website on 4/12/2024, copy and pasting what was submitted to you all at the BBB. We reached out to the guest by phone on Saturday, 4/13 and left a message, asking ***** to give us a call back at his earliest convenience, and provided our phone number and hours of operation. We also sent a follow-up e-mail on 4/17/2024, asking the guest to give us a call at his earliest convenience. We are more than happy to speak and resolve with *****, should he call us back. Thank you!

   

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

  Guest Relations Coordinator

  502-426-9984

• Initial Complaint

  Date:04/15/2024

  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.

  It was my aunt's birthday. We decided on going to Texas road house 21 Redstone rd in Manchester ct. we arrived around 8:30pm for a party of ten. Our whole party wasn’t available when we first arrived into the building, so the hostess told my aunt it was an hour wait . We waited and our party . was not seated on time. We asked if we could sit a party of six instead, which was fine, the hostess said, “no, the whole party has to be in the building to be seated.” As we were seated and started to order our food, the server left our table unattended and another server came because the previous server said she would rather not serve us for no reason at all . We were loud, we weren’t rude at all, all we wanted was to be seated correctly, and the staff was extremely rude and unprofessional. I have been going to Texas round house since I was a little girl, and I felt the experience, I experienced tonight on 4/13/24 was racist and unprofessional.
  
  Owners name : ***** ******** ******** **** * ***** *****

  

  Business Response

  Date: 04/16/2024

  Hi there, we can close this concern with the ID of ********. The same day as the visit the Managing Partner at the Manchester store alerted us to the party The party was incomplete when they arrived and per our guidelines we do not seat until the entire party is here however the party argued they wanted to be seated immediately and asked to change the number in the party down to 6 to accommodate the  people already there. The Managing Partner stepped in when the guests began to get loud with the hosts and the MP claims the guest got physical while trying to speak to them. While the MP was trying to address the situation 2 more people in the party arrived, exceeding the 7 they had originally claimed when they arrived. The party also allegedly chose to get physical with the Service manager, made their original server cry and tried to continually add more people to their party once seated. Per the MP "They told the new server they were getting all their food for free, she said that probably wasn’t going to happen. They got up and started yelling at her calling her a stupid ass bitch amongst other things."
  
  At this time we will not be following up with the guest or offering anything for them due to the use of foul language and choosing to get physical with our staff. 

   

  Thank you. 

  Customer Answer

  Date: 04/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was not apart of the part when any physical and verbal threats were being made I left the Resturant before any of that a happened. Upon arriving at the restaurant, we were treated rudely and unprofessionally by the staff, who didn't allow us to sit despite my aunt's advanced pregnancy and made us stand for an hour.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/18/2024

  Hi there, we can close the BBB Concern with the ID of ********. As stated previously we do not seat incomplete parties so we had advised the guests they would have to wait. This is a guideline set forth by almost all of our locations.  Guests are welcome to wait outside, in their cars, or in the corral area depending on the location so the guests were not required to stand until their table was ready. The Managing Partner of the location did step in to try and resolve by seating the party. Members of the party continued to use foul language, raise their voices and get physical with our Roadies. It is due to the actions of said party members that we are closing this case. Our Roadie's safety is our top priority and we will not tolerate anyone putting their hands on our team members or using foul or derogatory language towards them. We will not be doing anything further for this guest or anyone in her party. 

   

  Thank you. 

  Customer Answer

  Date: 04/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was not apart of the party when anyone was using foul language or attacking the employees I left the building way before any of that happened. My complaint is the staff and management were extremely rude and did not try to accommodate our party when I was present what’s so ever. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/10/2024

  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.

  Someone used the payment i had on file in my Texas Roadhouse app to order Dinner in Scarborough, Maine last night. I have ** *** locked to my Face ID on my phone and my password is not written down anywhere. ** *** is also not signed in anywhere else. I rcvd an email that I had placed an online order last night (I live in Iowa and did NOT). I called Texas Roadhouse customer service to apprise them of what happened and they said it was not their problem and I should call my bank. Horrible customer service. Long time customer, their system gets hacked and they take no responsibility to address the situation? Disappointing.

  

  Business Response

  Date: 04/16/2024

  Hi there we can close this concern with the ID of ********. 

  I reached out to the guest personally and spoke to him regarding his concern as well as his previous conversation with one of our Guest Relations team. I apologized to the guest for any frustrations he experienced and explained to him that our guideline was for guests to contact their banks and we would assist with anything the banks needed in order to address any alleged fraudulent charges. I did offer the guest a gift certificate for him to use at his local Texas Roadhouse which he accepted. Guest was sent a $15 certificate. 

   

  Thank you.

  Customer Answer

  Date: 04/16/2024

  
  
  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:04/08/2024

  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.

  Hi, I had a terrible experience at the Mesquite location in Texas. The Texas road the food was nasty and the bread was really hard, not good. This is the only baddest part I had with y’all and they couldn’t redeem my birthday gift. It was just not the pleasant experience that I normally get from Texas roadhouse. I was let down by this location.

  

  Business Response

  Date: 04/16/2024

  Hi there, we can close this BBB concern with the ID of ********. The Management team at the Mesquite location reached out on 4/10/24 and at this time we have no record of the guest following up. Once they do the store will work to resolve and we will provide any assistance they may need. 

  Thank you. 

• Initial Complaint

  Date:04/08/2024

  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.

  My entire order was inedible & was tossed in the trash. The steak was nothing but fat & gristle. It took me three business days just to cut it up!!! The sour cream was hot & ruined. The applesauce was packaged with the hot food! Even it had to be trashed. Who eats hot applesauce? The baked potato was covered in a thick coating of salt & the inside was mushy. My dinner with my husband was ruined which in turn ruined the entire day. I will NEVER go back. I took pictures of the disgusting garbage should you want them. You can see where I literally took one bite and the rest is GARBAGE. How do you serve the public this mess? I want a full refund applied back to my card. Email to confirm.

  

  Business Response

  Date: 04/16/2024

  Hi there, we can close this concern with the ID of ********. The management team at the Tuscaloosa location issued a full refund on 4/10/24 to the card the guest used to pay. The refund should return to their account within the following days if it has not already. 

  Thank you. 

• Initial Complaint

  Date:04/08/2024

  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 went and just got a blooming onion for pick up and it was very cold and barely had any breading on it it was pretty much just a onion

  

  Business Response

  Date: 04/16/2024

  Hi there, we can close this BBB concern with the ID of ********. We have reached out to this guest via phone and email and provided her our contact information and her case number. Once she follows up we will attempt to resolve.  

   

  Thank you. 

• Initial Complaint

  Date:04/08/2024

  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.

  When I had dinner at Texas Roadhouse in Pensacola on 4 April 2024, I paid for my meal when finished. An employee had dinner with my family and used their employee discount towards the meal. Today when the employee was called in, they were chastised and told that the tip wasn't very good. I didn't know that discussing how much of a tip was legal or anyone's business. Please explain the legality of discussing private information with employees. Also, please explain why a server would complain to the manager about a tip? I always thought tipping amounts were up to the customer, not the business, has something changed that I am unaware of?

  

  Business Response

  Date: 04/16/2024

  Hi there, we can close this BBB concern with the ID of ********. The Managing Partner was unable to reach the guest via the phone number provided so they used the email provided to reach out. At this time we have no update on the guest's response but when they follow up we will work with the store to resolve. 

   

  Thank you. 

  Customer Answer

  Date: 04/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No one has tried calling nor emailing me. 
  
  
  
  Sincerely,
  
  
  
  ** *****

  

  Business Response

  Date: 04/17/2024

  Hi there, we would like to close the complaint with ID: ********. The phone number the guest provided is missing a digit, and therefore we are unable to reach him by phone. The guest was sent an e-mail from Guest Relations, please see the e-mail header below, and provided his case number to give our team a call to assist with connecting the guest with the Managing Partner of our Pensacola, FL location. The Managing Partner would like to personally speak with the guest and would like us to provide their phone number once we are able to connect with the guest via phone. Once he reaches out, we will work with the MP to rectify and resolve. Thank you.

  From: ********* ******
  

  Sent: Wednesday, April 17, 2024 12:14 PM
  To: ****************** ********************
  ******** ***** ********* *********