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

  13321 Shelbyville Rd Wildwood, KY 40223-3933

  
• 

  Texas Roadhouse

  501 Winchester Ave Ashland, KY 41101-7333

  
• 

  Texas Roadhouse Everett

  31 Mystic View Rd Everett, MA 02149

• 

  Texas Roadhouse

  3143 Erie Blvd, East Syracuse, NY 13214

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:12/26/2023

  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.

  Went to dinner at this restaurant. Food took a very long time. When heading to look for the restroom noticed the kitchen was dirty and no employee was handling food with gloves. When our meal was done, we paid our bill and was charged to the wrong receipt order. When we asked our waitress and later the manager for receipt of refund, they refused to provide us with one and charged us a second time. Then on our way out, proceeded to accuse us of not paying. This was terrible service and insanitary conditions.

  Customer Answer

  Date: 12/30/2023

  **** ********** **** ************ ***** is the address 

  

  Business Response

  Date: 01/11/2024

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

  The manager of the Bridgeville, PA location reached out to the guest and was able to get more detail from her. A refund has been processed for this guest and she should see it in the following 5-7 days if she has not already received it to her account. 

   

  Thank you,

  *********

  Guest Relations Partner

• Initial Complaint

  Date:12/26/2023

  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.

  12/24/2023 I ordered a family meal with an order of bread and butter. I have a family of 4(2 children & 2 adults) We didn’t receive everything that I had ordered that is on the 3 receipts I received, and the salad or beef tips was NOT the amount it was supposed to be and rude during the transaction. I paid $71.14 for an experience I wouldn’t pay for again!! I even tipped aside from having low funds and a very strict budget at the holidays. My family was very disappointed in the dinner we received for our Christmas family dinner! Texas Roadhouse of Hickory,NC Lenoir rhyne blvd

  

  Business Response

  Date: 01/02/2024

  Hi there, we can close this BBB concern with the ID of *******1. I called the guest on 12/28 and left a voicemail for her. As of today we have not heard anything from the guest so I just sent her a follow up via email as well. If the guest reaches back out to us we will try to resolve.  

   

  Thank you, 

  *********

  Guest Relatoins Partner. 

• Initial Complaint

  Date:12/22/2023

  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.

  5 of us we first directed to squeeze into a both for 4 as our only option for seating.
  
  My husband asked for 2 bags of peanuts and got the response from server "ill give you 2 but if you want anymore you are going to have to pay for them"...I remarked at the number of people in the waiting line outside being given numerous bags of peanuts.
  We ordered a starter and our food
  The starter and salads arrived at the same time. Rudely passed to us. The starter of fried onion was the smallest onion we had ever seen at a Texas Roadhouse. The tub of dressing was placed on top as the onion was not large enough to accommodate within.
  When the server eventually returned I told her we did not want the onion as nothing like the onion other were receiving or we had previously enjoyed.
  The waitress stormed off and two rude servers came over with our food...the male was really sarcastic, loud and tried to be intimidating.
  I asked to speak to manager and explained the issues. 2 Minutes later the manager returned with a "normal" size fried onion.
  My husband and I ordered a 16 oz sirloin..mine was 30%fat and definately under weight.
  Whilst we were still eating the server bought our check and asked how we intended to pay..I told her I would like to finish my steak first (we were all planning on having dessert)
  My husband son and I are from England..though have lived in florida for 25 years. We were given the impression the server just thought we were tourists so treated us badly not expecting us to return to the area. Definate discrimination.
  We just paid our check and left.

  

  Business Response

  Date: 12/28/2023

  Hi there, we can close this BBB concern with the ID of ********. The manager of the Brooksville location reached out to the guest on 12/24 and left a voicemail for her. Once the guest follows up we will resolve. 

   

  Thank you, 

  *********

  Guest Relations Partner. 

  Customer Answer

  Date: 12/28/2023

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

  I do not have voice mail on my phone.  So no message could have been left.

   

  I was expecting an email response.

   

  
  Sincerely,
  
  
  
  Sally Mowforth

  

  Business Response

  Date: 12/29/2023

  Hi there, we can close the BBB concern with the ID of ********. I called the guest last night and spoke with her about her experience. I apologized for the way that she felt and assured her that the management team was aware of her feedback and would use it for training and coaching purposes. I also offered her a gift certificate for her visit. She thanked me and we ended the call. I sent her a $40 certificate for her to use on her next visit. 

   

  Thank you, 

  ********* 

  Guest Relations Partner.

  Customer Answer

  Date: 01/02/2024

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

   

  Extremely disappointed as this is $5 per person for the deplorable service we received...our meal was more than double this.

  Apparently $5 is viewed as acceptable for the owner of this location.

• Initial Complaint

  Date:12/21/2023

  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.

  Took my wife on her birthday with son in law his wife and 3 grandkids to celebrate that special day the meat was awful we have eaten at roadhouse for years the waiter and manager replaced one of the steaks and it was just as bad very disappointing on my wife special day

  

  Business Response

  Date: 12/21/2023

  Hi there, we can close this BBB concern with the ID of ********. The guest called in to use prior to reaching out to the BBB and explained spoke with one of our Guest Relations team members. Guest explained that the manager did replace one of the steaks and discounted $15 off their bill. Our Guest Relations team member also sent the guest a voucher for $30 to use on their next visit which the guest was aware of before my team member ended the call. We will not be offering any further compensation for this guest. 

   

  Thank you, 

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

  Guest Relations Partner

• Initial Complaint

  Date:12/21/2023

  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.

  Sat for 2 hours and got burnt food

  

  Business Response

  Date: 12/21/2023

  Hi there, we can close this BBB concern with the ID of ********* The guest wrote into us shortly before contacting the BBB and provided more details. We have spoken with the management team and will not be compensating this guest as they were verbally abusive to our team and walked out without paying their bill. 
  
  Thank you. 

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

  Guest Relations Partner

• Initial Complaint

  Date:12/18/2023

  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 was at Texas Roadhouse with friend in Hixson Tn. I go there often. But this time inn b ordered the steak kabobs. Awful. The place was packed so I decided to just not order again the prrice was 14.49 Also I ended up going to get silverware because my food was ready.food food to me was very sloppy on plate. Worst food that I ever had there. Steak was way overcooked. My friend food with chicken tenders was ok.

  

  Business Response

  Date: 12/27/2023

  Hi there, we can close this BBB concern with the ID of  21021026. The Hixon location reached out to the guest and resolved with a $50 certificate. 

• Initial Complaint

  Date:12/18/2023

  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.

  Today 12/16 my family visit the new location in Searcy AR for my son birthday. The service from the beginning was horrible. We understand that there will be hiccups when opening a new store, I am a General Manager over a restaurant and I have open new operations and even taken over restaurant that had to be overturn. But today was my son 12 year old birthday and he was looking forward to having a great meal, and our server ******** was not pleasant, she looked like she had been drinking or had taken a lot of pills because her eyes where bloodshot and she was look like she was tweaking. She first brought my wife a nasty glass that had stuff in the bottom of it and gotten our order wrong after we explain to her twice what we wanted, she over charged us for items we did not order and when we called one of the service manager over he act like he did not want to fix the order until my wife really gotten angry. Then he proceeded to get us the correct food, one of my sons food did not come out until half of my family was almost finish and my wife salad was missing majority of the topping, she just put it in the box and brought it home it took my wife telling the service manager this is unacceptable service, but even though he gave us a $30 gift certificate he really did not seem sincere about making it right. The heck with the food your staff ruin a 12 year old birthday dinner and he was really looking forward to them doing his birthday celebration with there Texas roadhouse chant, you took that away from my kid. The server ignored us the rest of our time there until we said something to that service manager then she tried to come over and apologize and by then we was to angry to talk to her so we paid our bill and left. I don't know your operation, but in my experience a General Manager can not manage the restaurant from the kitchen. I am more angry that we could not make contact with her. Do better and be better !!

  

  Business Response

  Date: 12/22/2023

  Hi there, we can close this BBB concern with the ID of ********.. The Manager of the Searcy, AR location called and spoke to the guest and was able to resolve. 
  
  Thank you, 

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

  Guest Relations Partner

  Customer Answer

  Date: 12/22/2023

  
  
  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:12/15/2023

  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 got a rib eye steak, a sirloin, and a gallon of lemonade for pickup at Texas Roadhouse. There was a salad, chili, mashed potatoes, French fries, and bread on the side. The bread was cold and two of the breads were moldy. There was a hair on the salad. The ribeye steak was asked for medium well. It looked raw, the middle was even cold. Most of the other items were cold as well. We barely ate anything after seeing all of this, and now are left hungry because of the disgusting items.

  

  Business Response

  Date: 12/22/2023

  Hi there, we can close this BBB concern with the ID of ********* I have called this guest asking them to reach out so that we can gather more details. If he contacts us back we will resolve. 

   

  Thank you, 

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

  Guest Relations Partner

• Initial Complaint

  Date:12/11/2023

  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.

  My wife and I went into the Texas Roadhouse location at **** ** ***** ***** ***** *** ****** ** ***** on December 9th at 7:30pm. We checked in on the waiting list and were told it would be about an hour. While standing there waiting with multiple other people around we were approached by one of the employees who didn’t ask, told us to leave and go wait in our car. Being shocked and stunned we went and waited in our car. After about 40 minutes I went back in to inquire about how much longer and to speak with a manager about the earlier incident. As I walked in I noticed there was now about 10-12 people standing in the same area we were told to leave from. I went to the counter and asked about the wait time to which I was rudely told we were informed it would be over an hour and it had only been 35 minutes. I asked to speak to the manager which the woman at the counter said she was the manager. I told her about the earlier incident and I didn’t appreciate being told to leave when there was all those people standing there. She said they had been paged, which I replied no because they had been standing there for at least 10 minutes while I was waiting in line and I watched them walk in prior to me coming in to check. The bottom line is for some reason I was discriminated against and treated like an outcast. Also, after I had left I never received nor a text about my table being ready.

  

  Business Response

  Date: 12/15/2023

  The guest contacted us via our website also. The guest was spoken in store my management at the time of the event. All guests are asked to wait outside or in their cars. This is resolved.

  Customer Answer

  Date: 12/18/2023

  
  
  Complaint: ********
  
  
  
  This response is being rejected as it appears that you failed to read my initial complaint. Had you perused the reply, you would have been informed that the matter at hand pertained to the manner in which I was addressed by two distinct personnel. Initially, the first employee ordered me to depart. Not even requested, I was not even asked if I mind waiting outside. Then, when I returned later to inquire about the wait time, it was the manager's impolite manner of speech that bothered me. The inconsiderate statement, "You were informed that it would be an hour." Possibly the most significant concern I have is being addressed as a human being rather than being regarded as a piece of garbage. Nonetheless, I now recognize the nature of your company.  You approached the manager regarding the incident, listened to her account, refrained from conducting any additional investigation, and simply accepted her word. After I had an opportunity to collect myself, I maintain that she should not be terminated. She may have been experiencing an off-night. As human beings, nobody is flawless one hundred percent of the time. However, the absence of an apology and the grammatical errors in your response speak volumes about your character, the nature of your organization, and your position. Having the matter been significant enough to compel me to contact you, file a complaint with the Better Business Bureau (BBB), and provide an unfavorable review of your restaurant without any expectation of reciprocation, I would have valued a more comprehensive inquiry from you regarding the situation, and perhaps you could have even attempted to communicate with me. Issue NOT resolved.

   

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

• Initial Complaint

  Date:12/04/2023

  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.

  Date.11/18/23.. ordered fort worth ribeye largest shown on menu 16oz for under $30....billed for 20+oz at a cost 40.99...mgr refused to credit the bill but offered a store coupon for future visit....why do they offer a chance to have the same happen!
  That doesn't fix the bait n switch that's happening.

  

  Business Response

  Date: 12/08/2023

  Hi there, we can close this BBB concern with the ID of #********* I called the guest on 12/6/23 an left a voicemail with the necessary information to call us back. However the guest did not provide a viable email address so we could not send a follow up message via email.  We do require further detail so that we can properly address this concern. If the guest calls back we can move forward. 
  
  Thank
  you,
  
  *********
  Guest
  Relations Partner
  

  Customer Answer

  Date: 12/26/2023

   
  
  Complaint* ********
  
  
  
  I am rejecting this response because:  Here is email  [email protected]
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 12/27/2023

  Hi there, we can close this concern with the ID of ********* As stated in the original message, we require more detail and have asked the guest to follow up with us. I left a voicemail on 12/6 with her case number and our phone number. The email address is used as a backup form of contact. The guest will still need to reach out so that we can gather more information in order to attempt a resolution. As of now she has not reached back out. When she gives us a call we will proceed. 
  
  Thank
  you,
  
  *********
  Guest
  Relations Partner

  Customer Answer

  Date: 12/28/2023

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

  They claimed a voicemail has been left, however we never received a message. Nor does our call history reflect any calls from Roadhouse. 

  They could also include a contact name with a  phone number to be reached. Since they require this response.  Currently  we do not have contact info regarding this matter.

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