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:01/23/2024
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 11/24/23, I purchased Texas Roadhouse Gift Cards. They were offering a Black Friday promotion for a free $5 voucher w/each $30 purchase. I bought two, for a total of $70.
As Christmas approached, I reached out on 12/10/23 to inquire about when to expect them. They said the cards had been sent on 11/27, but they don't provide tracking on gift cards. They sent an electronic version of the card, but I wanted actual gift cards, not a piece of paper, so said I would wait & if they didn't arrive, I would resort to the electronic version. Which I ended up having to do.
I forwarded the e-cards to my daughter, but neither of us were able to open it. On 12/27, I replied to my last correspondence with customer support. They informed me that we couldn't access the cards because the physical card had already been used at the new Texas Road House that just opened in town. It had been cashed out on 12/17 at a kiosk on the table, and used in full. I said if they had all of that information, they should also have the time of the transaction, camera footage, and possibly other payment information with the identity of who stole it. They replied with an apology, and stated that gift cards were non-refundable.
After I complained, the following day they offered a $30 gift card as a "courtesy" for my inconvenience. That's not a courtesy, it's insulting. I made a legitimate purchase, expecting to receive it in the mail, and give as a gift. Perhaps they should provide tracking information so that customers can monitor its delivery. They may as well put cash in a see through envelope and send it. Obviously, if someone (mail carrier, post office employee, whoever might have received it in their mailbox, etc) saw an envelope from Texas Roadhouse, and feels a physical gift card; they know it's basically untraceable cash...especially since Texas Road House has no intention of following up or checking cameras, records, etc.
Anyhow, Thank you for whatever you can do.
*****
Business Response
Date: 01/23/2024
Hi there, we can close this concern with the ID of ********. We are not responsible for lost or stolen cards and cannot replace them. All orders shipped via free shipping with USPS do not have tracking. The cards are shipped in white envelopes with no mention of Texas Roadhouse or gift cards for security. The guest did reach out to us and was given multiple opportunities to convert to an electronic card or refund the order. The guest declined these options and chose to wait. We did send the guest a $30 gift certificate as a courtesy. Regarding the use of the gift card itself, we cannot provide the details the guest is referring to without a police report. At this time there is nothing further we can do for this guest aside from reissuing the bonus cards that were included in her order to a different recipient email if she is still having trouble opening them.
Thank you,
*********
Guest Relations Partner
Customer Answer
Date: 01/26/2024
Complaint: ********
I am rejecting this response because:
I purchased gift cards, not an electronic copy. I contacted them as soon as I realized I hadn’t received them and requested a replacement. It’s my option to accept an e-card in replacement, and should have no relevance as to why they refuse to send me what I bought. They could have cancelled the cards I purchased, and replaced them. Especially since they were able to indicate exactly when and where they were spent. Perhaps THEY should file a police report. They have all the evidence on their security cameras. I will never do business with this trashy business.
Sincerely,
***** ******Business Response
Date: 01/29/2024
Hi there, we can close this concern with the ID of ********. We are not responsible for lost or stolen cards, and it is stated on our gift cards. In these situations where a card is delayed by mail we do offer the alternative of converting to an electronic card which the guest declined. In severe cases we offer to cancel the order and refund, which the guest also declined. We took every necessary step to attempt to take care of the guest and went above to send a certificate when the card could no longer be replaced which is outside of our routine protocol. There is nothing further we can do for this guest.
Thank you,
*********
Guest Relations Partner
Customer Answer
Date: 01/30/2024
Complaint: ********
I am rejecting this response because:
I was told the additional $5 dollar bonus for each $30 gift card purchased, would not be available if I chose a refund, and purchased a replacement card at the local restaurant. So, you were not replacing what my initial purchase was. You did not do everything possible, and how am I supposed to know what you indicate on the gift card if I never received it? Your response is asinine and your company sucks, so does your food. I would never have purchased this gift card if my daughter hadn’t asked for it. Her opinion has since changed, and though I may be out $60, the bad publicity you will receive from me will cost you much more. Even if I can convince one customer (which I have) to stop patronizing your restaurant, that gives me some satisfaction. However, I know many people, so, chances are, you will lose much more. Your smug, in accommodating response speaks volumes of how inept and unintelligent you obviously are. Your supervisors should be aware of your inability to give satisfactory service. Perhaps I’ll file a complaint against you as well.
Sincerely,
***** ******Initial Complaint
Date:01/23/2024
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 Ordered two dozen rolls online thru the app. I ordered from the Canton location on Dressler Rd. Was told on the app they would be ready at 3:17. I get to the restaurant at 3:25. I send a text that i am here and i get one back that says "sorry, order not ready yet". I sat and waited for 15 minutes and texted again. Same answer, order not ready yet. I waited another 15 minutes and texted. Waited more and more. I ended up walking around the store that was next door for a bit. Still nothing. I go back to the restaurant, order still not ready. It has been an hour!! I called multiple times but no one answered the phone. Finally it's been well OVER an hour, for two dozen rolls! I called for the 6th time and FINALLY someone answers! I asked about my order and she goes, “oh, its been ready, just come to the window!” Are you serious?! I waited over an hour and its been ready and no one in that hour and a half could tell me that?! I go to the window and the girl at the window tried to make light of the situation by saying I waited a bit. No! It was an hour and a half of waiting! For rolls!! She claimed she gave me extra honey butter. But i want my hour and a half back! I contacted the restaurant about my experience and got NO response back. Nothing from ANYONE which proves they could care less about their customers.Business Response
Date: 02/05/2024
Hi there, we can close this BBB concern with the ID of ********. The guest was contacted on 1/24/24 adn sent an apology as well as a $40 certificate to use on her next visit.
Thank you,
*********
Guest Relations Partner
Initial Complaint
Date:01/08/2024
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.
Missing food. Food not prepared or heated.Business Response
Date: 01/16/2024
Hi there, we can close this concern with the ID of ********. A refund was issued for the remaining $15.96 from the original order. The refund reference is **********. I have also spoken with the management team for this location and they will be reviewing this with their staff for coaching and training purposes.
Sincerely,
*********
Guest Relations Partner
Customer Answer
Date: 01/22/2024
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:01/02/2024
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 contacted the Texas Roadhouse at 12 Mall St. in Springfield, MA regarding issues with missing portions of sides for 2 of my steak dinners. I paid for full side orders that were part of the entrees, but was given a small part of it.
They are not responding to my contacts to them via their website form.
I am requesting credit back to my credit card for $6.98, the amount equal to 2 side orders. Order # ***************** on 12/29/23.Business Response
Date: 01/11/2024
Hi there, we can close this BBB concern with the ID of ********.
The management team at the store reached out to the guest va email and sent a $15 certificate.
Thank you,
*********
Guest Relations Partner
Customer Answer
Date: 01/12/2024
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:01/02/2024
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 placed an order online with Texas Roadhouse , fries, salad, rolls and cactus blossom, I waited 45 minutes to pick up my order. When i got to the restaurant my order wasn't ready. I went to the window and was greeted by a worker named ***** since my order wasn't ready. I ordered a gallon on sweet tea. I was never given a receipt. Waited another 20 minutes then asked to speak with manager ******* . He stated he would check on my order. He brough my order out from the back. Then placed my food behind prepared my bags and was laughing with other workers and acted funny. Then he handed me a gallon a sweet tea which was really hot. I said . This tea is hot. I don't want it he was really upset i said can i get a refund. I argued with him for 10 minutes until he gave me a refund. Then when i got home I noticed he only reddened me for the online order not for the gallon of sweet tea. I went back. To the Texas Roadhouse the following day the Manger ****** refuse to refund me back the money on my card. She said she will write down the last four digits of my card number with cooperate . She didn't even take down my name just last four of card number. She said if i don't get my money back she will escalate the issue. I would like my money back.Business Response
Date: 01/02/2024
Hi there, we can close this concern with the ID of ********. I have included the pdf receipt of the order showing it was refunded. The refund can take between 5-7 business days (maybe longer given the bank holidays) as it is up to the banks to release the funds back into their account.
Thank You,Elizabeth
Guest Relations Partner
Initial Complaint
Date:01/02/2024
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.
We all have a certain way we enjoy our steaks and the great thing about Texas Roadhouse, is that your restaurant can make that happen which separates it from the rest. I have frequented other locations for years and they have always been top notch in service and quality. This restaurant however has failed on multiple visits to perform to the same quality. An example was my visit last night. Before going to our table we chose the exact steaks we wanted. We have came to this location 5 times since it has opened and we always get the puzzled look when we want to pick out a steak. Other locations ask us immediately "Would you like to pick out a steak?". We never get asked that at this location. We were sat down and arrived at our table. It was about 20-30 minutes before we were greated by our waitress and 5-10 minutes before we received our drinks. She took our order. We told her that we had picked 2 steaks out and there were tickets on them. Placed the rest of our order. We could tell immediately the steaks were not the ones we chose. My wife's was much smaller and overcooked, can tell by the heavy char. I went to look at the window and my 2 steaks were still sitting there with the 2 tickets on them. The server didn't come back around till much later. She seemed very disinterested. The service was bad and food quality not up to typical Texas Roadhouse standards. Out of all of the times we have visited this location and ordered steaks, only 1 time has the steaks we picked from the window been brought to our table. I have made multiple complaints about this directly to the staff but nothing changes at this location. I don't like the "bait and switch" this location has been doing with the steaks. Location allows the customer to pick it and set expectation we are getting it when we aren't. When I contacted the manager on duty was very passive when I voiced my complaint.Business Response
Date: 01/02/2024
Hi there, we can close this concern with the ID of ********. The guest wrote into us on 12/29/23. The store resolved with a $30 gift certificate for the two steaks. This is resolved.
Thank you,
*********
Guest Relations Partner
Customer Answer
Date: 01/03/2024
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:12/28/2023
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.
Waited over 20 minutes after we were told we were to be seated next. While 6 other parties got seated before us. Staff was extremely unfriendly and most were standing around talking. Once we ordered our drinks it took another 20 min for them to bring them back and take our order. We then waited another 45 minutes for our food to arrive. They forgot one of our items. We told 2 waiters and neither one of them brought it up. A manager came around to check on us and I told her we were missing an item and we waited a while for our meals and all she said was "well our kitchen is backed up". No apologies. Did not try to fix the issue. Our waitress then only came back when we were done with our meal. Never asked if everything was okay or if we needed drink refills. Completely disappointed when you spend $87 on meals for a family of 4.Business Response
Date: 01/02/2024
Hi there, we can close this concern with the ID of ********. The Managing Partner reached out to this guest on 12/20 via phone and spoke to the guest. This is resolved.
Thank you,
*********
Guest Relations Partner
Initial Complaint
Date:12/27/2023
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 placed Order # ***************** at the dundalk location on 12-26-23. i have never seen a restaurant carryout so poorly and thoughtlessly created. this is an on-going problem and the restaurant NEVER took any action to correct the horrible problem (same problem reported about 6 months ago). the pork chop and two sides are put in a weak plastic box and the meat juice LEAKS everywhere, out of the box into the bag and then gets all over my clothes and surroundings when i tried to remove it from the bag.
also, there's a place to check online for silverware to be included, which i did. how difficult is it to put utensils in a bag? do you know how difficult it is to eat mashed potatoes and gravy with your FINGERS??!?!? try it sometime! how can you forget something so basic!??!
also, there's a place online for special instructions....which i asked for REGULAR butter instead of the horrible sweet butter. but again, i was asking too much for the restaurant to actually READ and honor my request.
you put ribs on a piece of foil, but you do nothing for the pork chop. why can't you upgrade and use a cardboard like box? or put some type of napkin under the pork chop to absorb some juice? or find any kind of better solution. this isn't rocket science here! there's a problem that's plaguing all customers for carryout orders, so please DO BETTER!
also, please DO NOT CONTACT ME BY PHONE. i won't ever answer. too many spam calls. *****email me only!Business Response
Date: 01/02/2024
Hi there, we can close this concern with the ID of ********* I spoke to the Managing Partner of the Dundalk location and they reached out to the guest to apologize for the errors they experienced with their carryout order. This is resolved.
Thank you,********* ******
Guest Relations Partner
Customer Answer
Date: 01/03/2024
This is not resolved because the business has not told me if or how they will improve the carryout boxes so they don’t leak! Are all locations using the lightweight plastic containers for heavy items? You should be ashamed of yourselves for causing all this mess for all of your customers!Initial Complaint
Date:12/27/2023
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 have attached my 12/15/23 $8.62 receipt. I never gave verbal or written authorization for a $3 tip. Texas road house steaks needs to refund to my bank card $3 asap because what Texas road house emailed me below is fraud and theft by taking. There should also be $6.02 left in my $20 tr-house gift card because in 12/15/23 I used $13.99 of the $20 gift card.
Regrettably,
TL
On Friday, December 15, 2023 at 10:17:44 PM CST, Texas RoadhouseBusiness Response
Date: 01/11/2024
Hi there, we can close this BBB concern with the ID of ********* The guest wrote into us on 12/22/23 and was contacted by the Managing Partner of the Tinley Park location. After speaking with the guest the MP offered a $20 certificate which was sent after the call was ended.
Thank you,
*********
Guest Relations Partner
Initial Complaint
Date:12/26/2023
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 Nov. 26, 2023, I ordered 3 x $50 gift cards (with a free $30 bonus card) from the TexasRoadHouse website ****** * ***********. I was sent the three gift cards but not the bonus card. I contacted TexasRoadHouse 5 times to get the bonus $30 card with no reply. I filed a complaint with my credit card and ******* ______
Once I filed the complaint, I was contacted by TexasRoadHouse and the cards were promptly sent. I contacted the credit card and withdrew the complaint as they did send the cards. ______
However, on Dec. 13, 2023, our family went to TexasRoadHouse to use the gift cards for a family birthday (receipt attached). We were told at the end of our meal that all $180 worth of gift cards had been voided and were worthless. I then contacted ***** * at TexasRoadHouse support and she told me that because I filed a credit card complaint, all the gift cards had been voided (chat attached). However, I told her that TexasRoadHouse had not refunded my $150, but had actually rebilled me after I took off the credit card complaint (see CC attached). The $150 has not been re-refunded as of 12/26/23. ______
I am left with no gift cards and I am out $150. Could you please either refund my $150 or send me the $180 in valid gift cards (as you are holding my $150 and our family still likes your restaurant)?Business Response
Date: 01/02/2024
Hi there, we can close this concern with the ID of ********. The guest reached out to us on 11/28, 11/29, and 12/1 to resend the bonus card. 3 different Guest Relations partner resent the card but it was still not received by the guest. We were not aware of the Chargeback as any payment is handled by our Vendor **** ****. I have reached out to our contacts at **** **** to verify that they had not charged the guest again after he tried to retract the claim and they were not able to locate any secondary charge on their end. We would suggest the guest contact ****** to flag that second charge. Since the guest filed a chargeback we can not re-activate the cards as they were canceled. Our vendor, ********, keeps payment information private, so we are personally unable to see any information in regards tot eh chargeback itself. They may be able to provide more insights, and can be reached out to at *************
Thank you,
*********
Guest Relations Partner
Customer Answer
Date: 01/03/2024
Complaint: ********
I am rejecting this response because:Dear BBB, Do not close out this
complaint.
TexasRoadhouse’s solution to this
complaint is not acceptable. I have already reached out to ******** and they
have told me that the process is automated at their end; They cannot refund me,
but they can and did rebill me on ******* I have also reached out to ******
that confirmed the rebill by ******** (rebill photo was attached in original
complaint). TexasRoadhouse and/or ******** is holding my $150 due to the
rebill.TexasRoadhouse is legally responsible for the actions of their subsidiary
********.
TexasRoadhouse’s solution leaves me
out $150 and no gift cards. That is not a solution. Please refund me my $150 or
send the $180 in gift cards.
Sincerely,
*** ******Business Response
Date: 01/04/2024
Hi there, we can close this BBB concern with the ID of ********. **** **** management is aware of the situation, however all payment information is private on their end and we can not review or refund the charge. We also can not reactivate a card once it has been cancelled deactivated. The guest will have to contact **** **** at *************
Thank you,*********
Guest Relations Partner
Customer Answer
Date: 01/11/2024
Complaint: ********
I am rejecting this response because:Dear BBB, Please do not
close this case as TexasRoadhouse has committed fraud.--------
I contacted ******** at
the number you gave. ******** told me:----------
They have no record of TexasRoadhouse
or ********* in Customer Service contacting them to rectify the situation. -----------
They said that you did
cancel the cards (3x$50 and 1x$30) on Dec. 4, 2023. They said I had 7 days to
request a refund. The 7 days have past and they refused to refund the $150.----------
You never alerted me that
the cards were canceled for me to even be able to request the refund. That is
totally unfair.--------------
Again, you sent me the
gift cards so that I would take off the Credit card complaint, but the cards
had already been voided and were worthless. That is committing fraud. --------------
So we are left in the same
situation where you have $180 in gift cards and you have my $150 in cash. ------------------I have no gift cards and I
am out $150. That is not a fair solution to me.
Sincerely,
*** ******Business Response
Date: 01/14/2024
Hi there, we can close this BBB concern with the ID of ********. **** **** was emailed using our contact information on 12/28/23 shortly after the initial concern came through. This went to the Payments team on **** ****'s end. This contact is solely for our Guest Relations team and not something that we are permitted to share with guests which is why the phone number to the Customer Service team was provided. As **** **** handles all payments and online gift card order processing, we at Texas Roadhouse do not have a way to access the payment or re-activate the cards. The guest is welcome to reach out to ****** if the payment has not been refunded and **** **** can not refund on their end. However, this concern is not something we can assist with further.
Thank you,
*********
Guest Relations Partner
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