Complaints
This profile includes complaints for Texas Roadhouse's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 233 total complaints in the last 3 years.
- 90 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/04/2024
Type: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.
Contacted the business and told them it was my mom’s birthday (they didn’t acknowledge but that’s not the main issue) My mom was adamant that she wanted seafood (shrimp and salmon) but made them away that she had a garlic allergy and asked if it could be made without the garlic. They assured her it could and she had it. She enjoyed the food as she ate it. Not even 5 minutes after she finished eating her shrimp, she began having trouble breathing, her throat was closing up and we had to pay and rush her out of there to get her allergy medication at home. Love TRH but there was 100% garlic in the salmon or the butter or something she ate. I paid out of not wanting to go to jail but my mom never finished her food and the restaurant ignored multiple things but most importantly our allergy information
Business Response
Date: 03/05/2024
Hi there, we would like to close the case with the ID: ********. The Managing Partner of the Waterbury, CT location let us know that they have spoken with the guest and the guest declined to fill out an incident report, since there was no medical treatment sought or additional medication purchased. They refunded the guest for his entire bill and sent a $75 gift certificate for their next visit. We have taken care of the guest. Thank you.
Initial Complaint
Date:02/27/2024
Type: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 purchased a meal for carryout on January 25th, the order was thrown together with cold meat and burnt ribs. As shown in the picture, the chicken was smothered with BBQ sauce and the ribs to hide it being overcooked. Also the a piece of the meat looks as if a bite had been taken off of it or ripped off from another order. I immediately called and spoke to the manager on duty "********" who WASN'T very helpful at all. She requested that I send her pictures of the food for her to refund or mail out a gift card. I sent those pictures and never heard back from her or the refund. My service with this company and management was terrible and I will not eat there again. I'm requesting a refund for what I spent on this order.Business Response
Date: 02/28/2024
Hi there, we can close this BBB concern with the ID of ********.I have called the guest, provided a voicemail and sent an email with their case number and our Guest Relations phone number. Once they follow up we can resolve.
Thank you,
*********
Guest Relations Partner
Initial Complaint
Date:02/26/2024
Type: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 husband and I did call ahead service. We checked in and waited another 20 minutes to be called.
We were told to stand by the steaks and someone would seat us. We stood there for an additional 10 minutes.
We were seated in a small booth, under a vent blowing cold air on us. We asked if we could be moved and they said no.
We ordered our food, my husband ordered a filet. Someone other than our server brought the food out. She put the plate down in front of my husband and said sirloin and set my chicken fried chicken down and walked away. I told my husband, she just said that was a sirloin, didn’t you order a filet? He said yes- we waited for someone to check on us for approximately 7 minutes. When the server came to check on us we told her that he ordered a filet but this was said to be a sirloin and it didn’t look like a filet. She agreed that it was a sirloin and she checked w the food runner and she also agreed it was a sirloin. The GM named *** came to our table and said we were not being honest and that it was a filet. I said it’s clearly not, he orders this all the time. She was extremely rude. We ended up getting $2.50 taken off our bill. No apologies. Just called liars. I want an entire refund as the entire experience was awful.Business Response
Date: 02/27/2024
Hi there we can close this concern with the ID of ********. Guest reached out via the contact us form as well and was sent a $40 gift certificate by the management team at the Littleton, CO location to the email address they provided.
Thank you,
*********
Guest Relations Partner
Initial Complaint
Date:02/26/2024
Type: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.
Hello,
My colleagues and I have ate at Texas Roadhouse on Friday for about 3 years straight, 3-8 of us, with our bills ranging from $60-$150 each week. Two weeks ago we were in on our usual Friday visit and we were given "anniversary envelopes" to open this week. During that visit some of the employees told us "good luck and prize number 2 was a 55 inch TV.”
Today 5 of us went and opened our envelopes. The manager hid the opening of the envelopes, literally walking off, and then said we all won "a free cactus blossom." When then got another manager who said we got two 2s, and three 3s. Us knowing #2 was a TV we asked how we didn't win a TV, and the manager nervously said well we only had 2 TVs so this is what you get. In essence we were lied too and scammed by Texas Roundhouse, maybe the company, or just the Huntington WV Texas Roadhouse, I'm not sure which. No where on the envelope said while supplies last, and if your company or leadership knew there was only 2 TVs, why would they put so many #2s in the envelope.
I want my free 55" TV or a gift card for Texas Roadhouse in the amount of the cost of a 55" TV. I know no company of your size is loyal to customer's or cares about anything but profits, but I promise you I will never be back to your establishment if this is not resolved to my satisfaction and I will beg my colleagues to do the same.
Thanks,
*** ********* ** *********************Business Response
Date: 03/05/2024
Hi there, we can close this concern with the ID of ********. The guest reached out to us on 2/23 and the Manager states they reached out on 2/24 and left a voicemail asking the guest to follow up. after we received this BBB concern the Manager again tried to contact the guest on 2/27 but has not heard back. If the guest follows up we will try to resolve.
Thank you,*********
Guest Relations Partner
Initial Complaint
Date:02/12/2024
Type: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 9-12-23, 4 of us ate at texas roadhouse brooksville fl.have eaten at this rest many times.we always take home leftovers.daughter never touched her salad,i only ate one of my 2 salads. both salads were put into same to go tray, with nothing else.other leftovers in other trays.next day,i went to eat some leftovers.i took bite out of salads still in same to go tray.upon biting down, felt something very hard that i knew was not lettuce, had no idea what. after spitting it out into hand,i observed large chunk of broken glass. there is no way this glass came from us.salads were put into a texas roadhouse provided empty to go tray, placed in bag, taken straight home,put into refrigerator.only myself and my wife around food. i was the one that put it in the to go tray( at the rest in plain view of many people). food went straight home, straight into fridge, left in bag and not touched by anyone until next day. i showed my wife, who was beyond upset.rest we ate at was closed, so i filled out a complaint form with texas roadhouse corporate office, which is their policy. short time later, i get a call from manager where we ate.a female told me that whenever there is a complaint about a texas roadhouse rest, corporate office does not get involved. they send complaint to restaurant manager where issue originated.i explained situation(cant recall her name.she apologized,stated they would go back thru their rest etc to see if they could locate where the glass came from. i advised her that was a good idea, it either came in the salad mix sent to the rest, or found its way in there somehow at the rest.i demanded nothing.she asked for email add and said it would be taken care of.forgot about it due to holidays,medical emergencies etc.as far as i am aware,have never heard from anyone.mid jan wife asked about it.told her i have heard nothing.on 2-3-24, sent response on original texts between myself and manager.still nothing.no emails,no calls,no texts.still have glass and texts.Business Response
Date: 02/22/2024
Hi there, we can close this concern with the ID of ********* When the guest originally reached out to us in September the email provided was ****************** so that was the email the certificate was sent to. I was able to locate the original certificate sent on 9/18/23 and confirmed it was unused. That certificate has not expired so a new one has been sent to ******************** for the same value.
Thank you,*********
Guest Relations Partner
Customer Answer
Date: 02/25/2024
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:02/12/2024
Type: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 went to the High Point, NC location on 2/10/2024 and ordered a burger. The burger was raw and couldn’t be eaten. I tried complaining to the waitress but she never came back to the table. I would like a full refund.Business Response
Date: 02/22/2024
Hi there, we can close this BBB concern with the ID of ********. The manager of the High Point location reached out on 2/15 and 2/16 in attempt to speak with the guest. Messages have been left and once guest reaches back out we will resolve.
Thank you,*********
Guest Relations Partner
Customer Answer
Date: 02/23/2024
Complaint: ********
I am rejecting this response because:I have not received any messages from the High Point location whatsoever. I definitely would have responded by now. You serve customers raw food and then don’t refund them. The waitress never came back to our table and started line dancing. I spent my hard earned money and time at this shitty establishment and I can guarantee you I will never go back. If you need to get into contact with me to resolve, please email me at *********************** as I apparently didn’t get the alleged phone calls from the manager.
Sincerely,
****** *******Business Response
Date: 02/28/2024
Hi there, we can close this BBB concern with the ID of ********.I have called the guest, provided a voicemail and sent an email with their case number and our Guest Relations line. Once they follow up we can resolve.
Thank you,
*********
Guest Relations Partner
Customer Answer
Date: 03/01/2024
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. I spoke with another rep as ********* was not available. They have processed refund.
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:02/09/2024
Type: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.
January 22, 2024
$32.17
This was to go order. Food was not edible, too salty, too fishy, not good. I called as soon i got home and spoke with ****** who said she was going to refund my money but said it would take 7-8 days for my refund to show. Never received my refund. I have called 3 times, last person i spoke to was ******* he said he would call me back the next day to let me know what the status is on my refund. He never called me back. Quality of food was not good. Not even my dog would eat it.
I would like my refund as they promised on January 22, 2024.Business Response
Date: 02/18/2024
Hi there, we can close this concern with the ID of ********* The Managing Partner submitted the full refund with our Treasury team on 2/14/24 with the reference number of *********** The guest should see it in the following days if it has not returned to her account already.
Thank you,
*********
Guest Relations Partner
Initial Complaint
Date:02/05/2024
Type: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 went to the Brooklyn location in Ohio, we have frequented this location many, many times. My table had 4 visitors and we placed an order for 3 steaks and one burger. My daughters burger was to be cooked well and my steak and my friends steak, Med Well. We did call ahead seating so only waited about 20 mins after we arrived, but, once at our table we had to wait over 20 minutes for our drinks and rolls and then after our order was placed, we waited for 35 minutes before our food came out. My daughters burger was medium well at best, but, she was hungry and wanted to eat it regardless. My friends steak and my steak were medium, very pink and cold. We asked to have them sent back and within 10 minutes, they were returned and we cut into them again and they were both still too pink. They were taken back again, and after they were returned, this time by a manager, our steaks were still the same. We felt like they werent even put back on the grill. The manager said she would take they back for a 3rd time, at which point we just asked for boxes because the other 2 people at our table were already done eating. I was upset knowing that I have always had good experiences, and that this time, even with sending our steaks back, waiting over an hour for food we couldnt consume at the table, we werent even offered a discount, free dessert or anything. Very dissappointed in the managements response. She seemed very irritated and uninterested. We also noticed the table next to us were complaining about cold, undecooked and incorrect food on their 4 top of customers. From a former waitress, I realize that this isnt the waitresses fault, but, she or the manager couldve checked the food prior to bringing it out as it was quite obvious these were undercooked. Between 2 checks, we paid over $140.00 plus our tips and 1/2 or party couldnt even enjoy their meals.Business Response
Date: 02/11/2024
Hi there, we can close this concern with the ID of ********* The manager contacted the guest on 2/5/24 and the guest was also sent a $50 certificate to her email from the manger that same day. She can use the certificate at any one of our locations.
Thank you,*********
Guest Relations Partner
Initial Complaint
Date:01/31/2024
Type: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 January 27th, 2024, around 6:16pm, I was alerted that a pending charge was made to my bank card for the amount of $123.68 from Texas Roadhouse. I was never at or in the area of this restaurant. I live about 2 1/2 hours away. I have never been to this town or city. I tried contacting the restaurant several times about the matter and to also alert them that my card was being was being used with out my permission. I also contacted Texas Roadhouse cooperate office about the issue. No one has access my card.Business Response
Date: 02/11/2024
Hi there, we can close this BBB concern with the ID of ********. The guest did reach out to our Guest Relations team on 1/30. We advise that the guest reach out to their bank to report the charges they do not recognize as "fraud" so that the banks can assist in retrieving the funds for the guest as quickly as possible. We have also alerted our teams to the guest's claims so we can ensure our mobile app and online ordering site are secure.
Thank you,
*********
Guest Relations Partner
Customer Answer
Date: 02/14/2024
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:01/31/2024
Type: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 1/20/24, I visited the Texas Roadhouse location for the first time in wake forest. The service and food seemed excellent. However, 24 hours later I experienced food poisoning symptoms such as vomiting, diarrhea. and dehydration which lasted seven days. It was not a good experience and I am demanding a formal apology and full refund.Business Response
Date: 02/11/2024
Hi there, we can close this concern with the ID of ********* The manager of the Wake Forest store reached out to the guest by the phone number and the email provided in order to gather more details so that a report could be filed. As of 2/5 the manager had not heard back. If the guest reached out we can file the proper report and reach out to our RISK team for assistance.
Thank you,
*********
Guest Relations Partner
Customer Answer
Date: 02/14/2024
Complaint: ********
I am rejecting this response because: I have called the store multiple times and they have told me that the manager is either busy and will callback or he is not in but I have never received a callback. I left my phone number with different staff members.
Sincerely,
************* *****Business Response
Date: 02/21/2024
Hi there, we can close this BBB concern with the ID of ********. I called ***** this morning and spoke with her at length about her visit and her claims about her illness following her visit. Using her receipt we will locate the charge and refund. Refunds can take between 5-7 business days but I have let the guest know I will follow up with her once we receive confirmation the refund has gone through on our end.
Thank you,
*********
Guest Relations Partner
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