Complaints

This profile includes complaints for Texas Roadhouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Texas Roadhouse has 170 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/04/2023

  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.

  This is Concerning a hit and run accident that occurred on 9/24/23 while I was dining with my family and friends [a party of 22 people] at this restaurant located **** ********** *** ****** ** *****
  This accident occurred while I was parked at the restaurant. It was raining when my party exited their establishment and I did not notice the damages to my left bumper, left rear light, scratches on left side until I got home. I returned to Texas Roadhouse soon after and spoke to a female employee I assume was the manager on duty? [Unfortunately, I did not get her name]. I informed her of the accident and asked if we can view the cameras to see the perpetrator that hit the car and left the scene of the accident. This was a simple ask since the time frame could be narrowed down from the time we were dining in the restaurant. It would not have have been a time consuming effort to review the cameras to identified the vehicle involved in this criminal activity of leaving the scene of an accident - Especially as my car was in the front row of the restaurant parking lot in close proximity to 2 cameras. The employee informed me that this could not be done and notified The policeman that was on duty of the hit and run accident. They both looked at the damages as I pointed out where I was parked and the 2 surveilance cameras that would had captured the hit and run. The employee further informed me, that the camera surveillance does not cover the parking lot, not even the front row of the parking lot - it only captures "the walkway". It was very hard to digest that information as I am an owner of camera surveillance and understand how they work. As it continued to be so hard to digest what was being said, I asked the employee if someone came to rob this place, these cameras are set up so as NOT to capture the car that robbers escaped in because your surveillance only capture the "walkway"?Some of this business values are passion and partnership. In this case, you will think that their establishment and employees will be passionate enough to assist customers dining at your establishment who encounter such a demise while dining. You will also think that they want to have good "partnership" with their loyal customers that support their establishment faithfully by ensuring that such unfortunate events are handled in a proper manner. Furthermore, I live in the area that this business is located in - the fact that this establishment is willing to turn a "blind eye" to criminal activities [no matter the size] that affect dining customers like myself by NOT offering their assistance IS VERY DISTURBING IN ITSELF. Where is the partnership with the neighborhoods that loyally support your business? It was a very simple ask to have the person responsible for the camera surveillance to look at it during the time-frame that I was there to obtain at least a license plate of the vehicle that hit mine.
  The failure to assist me led to me being responsible for a deductible of $250 to have my car repaired [ If there is not another car that can be identified as being responsible for the accident, then I become response]. The damages May not have seemed to be a lot and worth the follow up but it caused me money that I did not have - Yes, an afternoon out with family and friends at your establishment cause me a lot more than the food was worth!!!
  I HAVE MADE 2 ATTEMPTS TO ADDRESS AND RESOLVE THIS MATTER WITH THIS BUSINESS EITH NO SUCCESS - On 10/4/23 I call their customer service number. I spoke to ****** who stated that my complaint was going to be forwarded to your risk management department. There was no response. On 11/18/23, another attempted follow up via email this time - no response from this business. I am requesting the total sum of my deductible/$250 be reimbursed due to the failure of your establishment to produce camera surveillance of this hit and run incident while I was parked in front of your restaurant dining inside of your restaurant allowing for the identification and responsible person paying for this solely. It would not have cost me any money to repair my car if the perpetrator was identified.

  

  Business Response

  Date: 12/08/2023

  Hi there we can close this BBB concern with the ID of *********. This claim was submitted to our RISK department and while it was explained to the guest at that time that we do not have camera surveillance in the parking lot. We also would not be able to provide any camera surveillance we did have to the guest directly. Per our RISK team, the guest will need to open
  a claim with their insurance carrier to get their car fixed. If a police report
  was opened and is requesting surveillance, we will cooperate with the police
  and send them surveillance. If a claim has been filed and the carrier reaches out the RISK team will address this with the carrier and to asses. We can not assist any further at this time. 

  Thank
  you,
  
  *********
  Guest
  Relations Partner

  Customer Answer

  Date: 12/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did make a claim to the risk department and no one got back to me.  I can spend my money at this business - the have no problem - no risk involved.  However when your vehicle get hit in their parking lot while dining at there establishment - their complete unwillingness to assist leaving the consumer to pay out of pocket for something that they had the power to assist and make the person responsible - ACCOUNTABLE!  YOU CAN BE IN MY NEIGHBORHOOD, MAKE MONEY OF OF US BUT HAVE NO INTEREST IN PARTNERSHIP TO HELP KEEP THE COMMUNITY A SAFER PLACE.  YOU CERTAINLY DO NOT CARE ABOUT THE PEOPLE WHO CONTINUOUSLY SUPPORT YOUR BUSINESS - YOU TAKE WITH NO INTEREST IN GIVING BACK.  IT WAS A SMALL ASK  - IT IS THE UNWILLING CALLOUS REFUSAL TO JUST DO THE THE RIGHT THING FOR ME - YOUR CONTRIBUTION TO ENABLING CRIMES IN MY NNEIGHBORHOOD WHILE WE SUPPORT YOUR BUSINESS IS UNACCEPTABLE AND DISGUSTING AS YOU CHOOSE TO TURN A BLIND EYE TO  CRIME

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

  

  Business Response

  Date: 12/18/2023

  Hi there, we can close this BBB concern with the ID of ********. We did attempt to reach out to the guest via phone back in October after a claim was initially filed with the RISK department to inform them that we could only provide the footage she was requesting to the police. If the guest has filed a report with the local police and/or her insurance carrier, we will provide any necessary information to the respective team. However, a claim must be filed in order to proceed. At this time we can do nothing further. 

   

  Thank
  you,
  
  *********
  Guest
  Relations Partner

• Initial Complaint

  Date:11/27/2023

  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 sick about 5 hours after eating at the west Little Rock, ar location. I have been throwing up whole pieces of steak. It’s surprising as it should have started to digest by now. The steak didn’t taste “normal” but I eat it with steak sauce so I didn’t mind it. But now, I have intense stomach pain and vomitting.

  

  Business Response

  Date: 11/28/2023

  HI there, we can close this BBB concern with the ID of ********. The Managing Partner has submitted a claim with our team that address potential illness claims and this team will reach out to the guest and address and resolve. 
  
  Thank
  you,
  
  *********
  Guest
  Relations Partner

• Initial Complaint

  Date:11/27/2023

  Type:Product 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.

  Got a rancid cup of sweet tea in Togo order at Texas Roadhouse in Milton, FL manager was rude but refunded me the cost of the sweet tea, however my whole meal was ruined, it made vomit and was sick to my stomach for the rest of the evening. 76.00$ dinner ruined and I got a snarky refund of 3$. The first person I spoke to felt bad but when he passed me off to the manager it’s like the whole tone changed. I have never called to complain ever and was treated as such. I just didn’t want anyone else getting sick. I have photos of the drink as well aa offered to bring it up there or send the manager pics but she wasn’t interested in that at all.

  

  Business Response

  Date: 11/28/2023

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

  The Managing Partner reached out to the guest but was unable to connect. The MP also refunded the entire bill for the guest. It should return to the guest's bank account within 5-7 business days. 
  
   Thank
  you,
  
  *********
  Guest
  Relations Partner

  Customer Answer

  Date: 11/30/2023

  
  
  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:11/20/2023

  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.

  My name is ******* **********. My sons and I visited Texas Roadhouse 13345 W. FM 1960 Houston, Texas 77065 on 11/12/20** at approximately 3p. One of my son's placed an order for Kid's Mini Cheeseburger. My son's burgers weren't thoroughly cooked. He took a couple of bites of it and I noticed that they were very rare. I did not know that you needed to inform staff that you want your burgers (a child's burger) cooked well as they are burgers; not steak. I made a report with ****** at the restaurant about details of the incident. Some time later, I did have to take him to the ER. He was diagnosed with food poisoning and placed on an IV and received several medications. The incident report number that ****** provided was **-******.

  

  Business Response

  Date: 11/22/2023

  Hi there, we can close this BBB concern with the ID of ********. A report has been filed with the team that handles all illness/injury claims and they will reach out to the guest. Prior contact with this guest has been attempted by the aforementioned team but they have not been able to reach the guest. 
  
  Thank
  you,
  
  *********
  Guest
  Relations Partner

• Initial Complaint

  Date:11/20/2023

  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.

  11/15/2023 for Order pick up 7:15 pm ******** **** location.
  This is about the 5th time our order was not ready on time (by more than 30 minutes) cold, and wrong! We are 25 minutes from the restaurant and we have never been compensated with even a free drink for the long waits and lack of employee sympathy. This time my husband went inside because they never came back after waiting 45 minutes and all she said was sorry we are busy. Leaving my food and the several other customers waiting for 45 minutes while our food was done and just getting cold because you’re too “busy” to run our food out! Stop your curbside service if this is the issue. This location NEVER has the order right, forgets items every time, no straws, and drinks ALWAYS WRONG! Our steak now sat out 45 minutes plus the 25 home and no solution but a snotty 20 year old saying sorry I’m busy!

  

  Business Response

  Date: 12/03/2023

  Hi there, we can close this concern with the ID of ********. The ********** ** manager reached out to the guest on 11/22 and left a message. Once the guest follows up, they will assist and resolve. 

   

  Thank
  you,
  
  *********
  Guest
  Relations Partner

• Initial Complaint

  Date:11/16/2023

  Type:Product 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.

  I ordered carry out for my students. The food was scheduled to be pick up at 1115 on November 15th 2023. Upon arrival they hadn't even started making the food. I was given the option to change what we order to have it done in 30 mins or keep what we originally ordered and told it would take 1 hour. I chose to take the 1st option. However, they still did not have our order complete until 1215. My co worker spoke to ********* the owner of the store and she gave a 4 dollar discount. In general our food wasn't ready on time we changed what was originally ordered to still receive it late. My co-worker asked for a better discount as it was not fault, and was told no. We also received no silverware for our young students to eat with. I would like a full refund. Thank you for your time and consideration.

  

  Business Response

  Date: 11/20/2023

  Hi there, we can close this BBB concern with the ID of ********. We have spoken to the Managing Partner and they admitted to making a mistake with the order. The guest was compensated $4 *per order* not $4 in total. As per the Managing Partner, silverware is not traditionally given with catering orders and it was not mentioned prior to the order being picked up. The guest has been compensated for the delay and this will be continually addressed with our team at the Fredericksburg location as a coaching tool so that we can ensure errors like this do not occur again. 

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The silverware and time is just part of the issue. ********* told my coworker, (after the fact it was already late) that if we changed our order they would have it ready In 30 mins, and if we kept the original order it would take an hour. Because we were on a time limit we changed the order. However, it still took them an hour to prepare our order that was not what anyone originally ordered. So aside from the fact of bad business of not offering silverware to a catered order, and not having a meal prepared when we were told it would be done. Our students had to eat something they didn't even originally order, and still had to pay. Yes, the 4$ off each plate was a nice offer however, its not the students fault,  but still had to pay for something they didn't order, and it was still late. 

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

• Initial Complaint

  Date:11/15/2023

  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 spent 211.00 at this place and our steaks were all pink we had to take them home and cook them the waitress was great she tried ! Our sweet teas were brewed water added sugar . We ask for no sour cream on 2 of the loaded potatoes and well they had some on it. The country fried chicken was not cooked all the way either .

  

  Business Response

  Date: 11/20/2023

  Hi there, we can close the BBB concern with ID ********. The Management team for the Morgantown location has reached out and they will resolve with her. Thank you. 

• Initial Complaint

  Date:11/06/2023

  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 on transaction was 11/4/2023. I purchase a dozen of their home made rolls to go. I live all the way across town from their location and about a twenty minute drive. when I got back home these roll where burn hard and was not even buttered on top like they are normally. I got a certificate for a dozen rolls to replace this bad order. I would like to be compensated for my time and gas, with a certificate for more than a dozen rolls. I do not understand why any one would even try to sell food like that.

  

  Business Response

  Date: 11/06/2023

  Hi there, we can close this BBB concern with the ID of ********. The guest contacted us on 11/4 after picking up the order. Prior to speaking with us he had also called the Papillion location and spoken to a manager who offered to send him a coupon. The Papillion location did send him a voucher that covers the cost of a dozen rolls on 11/4/23. This is resolved. 

  Customer Answer

  Date: 11/06/2023

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

• Initial Complaint

  Date:11/06/2023

  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.

  to begin with, we had to call another waitress over to our table to see if we could get drinks after 15 mins of waiting. we did not receive butter with our rolls. i got shrimp and my husband got a steak. his steak was not cooked the way he wanted it. my shrimp were cold. we ordered to go rolls. i received no butter. our waitress was horrible and we spent lots of money there and this was our worst experience!!

  

  Business Response

  Date: 11/13/2023

  Hi there, we can close this BBB concern with the ID of ********. I have reached out to the guest and provided a voicemail for the guest to call me so we can discuss her visit and hopefully resolve. As of today she has not contacted me back. 

• Initial Complaint

  Date:10/30/2023

  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.

  On 10/28/2023, I had dinner at the Texas Roadhouse at 510 Lakeland Plaza and ordered an amaretto sour. When I received the drink and tasted it, it was terribly made with “NO” liquor, only syrup. I asked for the manager and advised her the drink was not created properly and did not have alcohol at all. ****** ******, the manager, looked at me with a look of nonconcern to say all drinks were final. I said, I frequent this place a lot and have never had a drink this terribly and would like my money back. She said I cannot refund you, I asked for the store manager's name, and she was hesitant to provide it. I will NEVER frequent this place again because the service is HORRIBLE!

  

  Business Response

  Date: 11/02/2023

  Hi there, we can close this concern with the ID of #********. I have spoken with the Managing Partner at the location and attempted to reach out to the guest as well but was unable to leave a voicemail when I called. I have followed up with an email to the email address provided encouraging the guest to reach out. 

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have spoken to ********* (Guest Relationship Partner), and she is aware that I am on a cruise until November 8th and unable to chat with her until my return. This issue has not been resolved. 
  
  
  
  Sincerely,
  
  
  
  ****** ********