Complaints

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

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• 

  Texas Roadhouse

  6040 Dutchmans Ln Louisville, KY 40205-3305

  
• 

  Texas Roadhouse

  2900 James Sanders Blvd Paducah, KY 42001-9471

  
• 

  Texas Roadhouse

  3029 Richmond Rd Lexington, KY 40509-1508

  
• 

  Texas Roadhouse

  7475 Peach St Erie, PA 16509

• 

  Texas Roadhouse

  311 Washington Rd Washington, PA 15301

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:07/10/2023

  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.

  Drove an hour to get a porterhouse steak and it was dried out with no taste it all. I don’t wish to drive another hour to bring it back after waiting over an half hour for the food. I was told I would a message sent to my phone when my order was ready and that didn’t happen. Luckily I told my driver to go check because it was taken long and he came back with the order. I am going to feed this steak to my drivers dog maybe he will get some enjoyment from it. Waste of time and money..

  

  Business Response

  Date: 07/14/2023

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

  The guest's concerns were sent to the upper management team for the Middletown, NY location. A refund for the steak of $35 was processed. The refund can take up to 5-7 days to show in their bank account. The refund reference number is ***********

   

  Thank
  you,
  
  *********
  ***** ********* *******
  ***** *********
  **** ********* ****
  *********** ** *****
  ****** ************

• Initial Complaint

  Date:07/05/2023

  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 a steak meal and ended up getting a meal with two hairs. I had taken pictures of it and even filled out the feedback form but no response. I tried calling Texas Roadhouse number but they couldn’t help.

  

  Business Response

  Date: 07/05/2023

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

  The guest did contact us on 6/29 and we did inform him that the Union City location that he purchased his meal from is a franchise location run by the company Ultra Steak. We are therefore unable to process the refund for this guest as the transaction was performed by Ultra Steak. The guest would have to reach out to them to receive a refund or replacement. I have passed the guest's information and concerns along to the people who can assist at Ultra Steak but the guest is also welcome to reach out to them directly at ************* 
  
  Thank
  you,
  
  *********
  Guest
  Relations Partner
  Texas Roadhouse
  **** ********* ****
  Louisville, KY 40205
  ****** ************

  Customer Answer

  Date: 07/07/2023

   
  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:06/30/2023

  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.

  We went to the Texas roadhouse in Johnston, Iowa on June 24 of 2023 to celebrate my daughters art award… within five minutes of being there one of the waitresses was yelling at another waitress near the register, saying what are you looking at you ***** *******?” I thought that was extremely rude, but we continued on with the night. When we opened up the silverware, they were extremely dirty so we asked for new ones. The second set they brought out was the same way so finally on the third time we got clean silverware. The waiter hardly checked on us, and when we didn’t get our food is extremely salty so we didn’t finish it. I made a complete online and the manager at that Texas roadhouse called me at 9:30 at night!! Some of us have to be work early in the morning and don’t like getting phone calls Iatr! He then continued to say that he doesn’t believe his associates would say something like that, but he would talk to them. He pretty much was placating to me. He sent me a $50 gift certificate in email even after saying, I wouldn’t step foot in there again. I spoke to another representative, who said that we could get a refund for our bill, and that would take place in 48 hours. That has yet to happen.

  

  Business Response

  Date: 07/02/2023

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

  Guest called back into our team on 6/30 and spoke to the team again. She provided her information and a refund was submitted for the full amount of $63.38 to her card ending in xxx9641. The refund should be back in her account within 5-7 business days. The refund reference number is INC2323102. 
  
  Thank
  you,
  
  *********
  ***** ********* *******
  Texas Roadhouse
  6040 Dutchmans Lane
  Louisville, KY 40205
  ****** ************

  Customer Answer

  Date: 07/05/2023

  
  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:06/12/2023

  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.

  Today 6/10/23 I made a take out order over the phone at 1830 I was told by the waitress it would be ready at 1903. I arrived at the store at 1910, the waitress then tells me that the food won’t be ready until 2030, that my only options is to wait an hr and half or or cancel my order. This is absolutely unacceptable, the people that are walking in to sit at a table aren’t waiting hr and half for their meals, why would I need to wait, at that point two hours, since the order was placed at 1830. I even received a confirmation text at 1830 that my order was placed. If it was going to be a two hour wait that should have been communicated to me at the time of placing so I could have made other arrangements.

  

  Business Response

  Date: 06/19/2023

  Hi there we can close this concern with the ID of ********* I called *** ****** and spoke to him about his order again. I offered him a gift certificate over the phone which he accepted and gave me a different email than what he provided the BBB so I sent it to **************** on 6/15. This is resolved. 

  Customer Answer

  Date: 06/23/2023

  
  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:05/30/2023

  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.

  I ordered a family meal (pork) to go yesterday 05/28/2023. When I brought the food home the pork was dry and had hard chunks in it. The salad was half empty in the one container and soggy. I called today 05/29/2023 about my food to see if there’s any way I could change my order to the chicken since the pork was not favorable. ( we waited till the next day because I live about 30 minutes away and have children and didn’t want to load them up to drive there again in the same night. ) when I called I spoke to ****** who said I could have a refund or a new meal. I advised I wanted a meal and she got my email to send the voucher. I did not receive a voucher so I called back and ****** was in a meeting so I spoke to the general manager and she stated she cannot refund me because it was cash that I paid and she cannot remake the food because I have to wait until the voucher comes through my email which she said takes 3 days. I shouldn’t have to wait this long when I payed 40 dollars for food that was horrible when I’m asking to just have it replaced very un professional and rude general manager I spoke with last.

  

  Business Response

  Date: 06/05/2023

  Hi there, we can close this complaint with ID ********* 
  
  The Managing Partner **** reached out to the guest on 5/30. When she could not reach the guest she left a message and sent a gift certificate to the guest's email to apologize. If the guest follows up with **** she will address any further concerns from there. 
  
  Thank you,
  
  *********
  ***** ********* *******
  ***** *********
  **** ********* ****
  *********** ** *****
  ****** ************

• Initial Complaint

  Date:05/01/2023

  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.

  I went to TEXAS Roadhouse in Snellville Georgia for the second time on April 29, 2023 at about 2:30pm.
  
  I asked to see a menu. The hostess said there were no menus, but I could view it online. I asked again for a menu. She reluctantly asked another person to get a menu.
  
  I then asked about an item not on the menu. And she said she didn’t know, so I asked for a manager.
  
  A young person in about his early 20’s said he was the manager. He identified hisself as ******* I then asked again was he a manager and he stated he was a lead.
  
  I then asked was a manager on site. He then stated he was there to take care of things. I then asked again about an item not on the menu. He stated family meals are no longer available due to shortages but if I went to the Togo area it could order it.
  
  Since his statement was conflicting I again asked for a manager. I then saw a manager and asked if he was a manager.
  
  As the manager approached me ****** started speaking as though I was not there. I then said I can speak to him directly for myself.
  
  This ****** became Loud confrontational and erroneous accused me of yelling at the hostess. Now I was wearing a mask. I was shocked. He then started rolling his eyes and moving his head from side to side in sn aggressive threatening way. Again. More shocked because he did this is front of a manager.
  
  It was a simple question and I’m 60 years old and have Never been spoken to in such a disrespectful aggressive manner.
  
  I travel and have had nothing but pleasant experiences and food at Texas Roadhouse in other states. Needless to say, I ordered nothing and won’t be back.

  

  Business Response

  Date: 05/11/2023

  Hi there, we can close this concern with ID ********* The guest also reached out to us via our online site on 4/29. We sent her feedback to the upper management team for the Snellville location to address ****** and Guest Relations sent the guest a gift certificate on 5/2 to visit up again in the future to the same email address she provided the BBB.  
  
  
  Thank you,
  
  *********
  Guest Relations Partner
  Texas Roadhouse
  **** ********* ****
  *********** ** *****
  ****** ************

• Initial Complaint

  Date:04/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Myself my family visited the Texas Roadhouse in POUGHKEEPSIE, store number 2539. My family and I placed our order. Our drinks were received timely as well with the exception of our specialty drink. A glass of wine was ordered (No ID verified) and it was never received. I had to get up and approach the bar where we were seated up against to get refills on our water and soda because the waiter spent more time hanging out behind the bar fraternizing with the bartender. Waited a total of 55 minutes for our food to come out. They placed the food on the table as I was articulating that we’re ready to leave and mine came out with mushrooms that I clearly stated I did not want when I was asked by the waiter if I wanted it smothered with onions or mushrooms. I clearly articulated onions only. I have a reaction to mushrooms that’s why I did not order them. I expressed this to the manager and she told me what I should’ve told the waiter that I have a reaction to mushrooms but I believe that was clearly stated when I didn’t order them. I did not like the managers demeanor when my food came out incorrect and untimely. I get it takes additional time but not 55 minutes . My issue is the waitstaff, they should be more professional and actually wait on the patrons coming in not fraternize with other staff, patrons should be a priority, without patrons you wouldn’t have a business. I requested my check and to obviously have the glass of wine removed because we never received it and my entrée to be removed as well because I did not accept it. I requested togo boxes to take my families entrées and pay. I cashed out utilizing the new on table kiosk and it did not send me a receipt so I don’t have a receipt number for you. I do however have the notice from my bank that I was there and it was paid for a reference if necessary. I don’t want anything free that’s not the reason why I am sending this message. all I was looking for is for what I ordered and that couldn’t be accomplished.

  

  Business Response

  Date: 04/27/2023

  Hi there, we can close this BBB concern with the ID of ********* 
  
  Both the *** ******* and his wife wrote in to us prior to reaching out to the Better Business Bureau so we were able to gather more details about what occurred. The manager on duty spoke to the guest at length about his steak and the errors that occurred. The manager apologized, let the guest know that they had coached the server on how orders regarding allergies should be rung in to ensure there is no cross contamination, and she began to cook a whole new steak for him. The remake took 46 minutes, not "over an hour" and the guest ended up declining it and asking for it to be taken off the bill. The manager took the steak and the wine that never arrived to the table off the bill and tried to comp other entrees as well but the guest declined, telling her that he only wanted the steak and wine removed. 
  
  Our team addressed the matter thoroughly while the guest was visiting with us and the guest was given ample opportunity to have his bill adjusted further while he was in the store and repeatedly declined and insisted on paying for the food they did receive. We will not be doing anything further for this guest. 

  Customer Answer

  Date: 04/28/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because the response has way too many inconsistencies in the statements. And it’s gonna be a moot point to continue forward with he said she said.
  

  There were three of us at the table that witnessed exactly what happened and how long we waited we were definitely there over an hour waiting for our entrées which is totally unacceptable. At no time was the entire bill being comped was even on the table but that was not my intentions anyway whether it was offered or not I wouldn’t of accepted because the other two entrées were correct and they were going to be consumed just not at that location and I’m going to pay for what’s going to be consumed not get it comped . The only part of the response that correct is I will not be doing business with them as they will not be doing business with me.
  

  And they have not even addressed the fact that the server did not properly ask for identification when ordering alcoholic beverages which is a requirement in the state of New York under Alcohol Beverage Control . Perhaps a complaint with ABC to investigate will be applicable along with local, county, state and federal law enforcement agencies
  

   

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

  

  Business Response

  Date: 05/03/2023

  Hi there we can close this concern with ID ********** 
  
  After receiving the rejection Monday,  we called the number provided to us by the guest and left a voicemail with my personal line as well as his case number. As of today we have not heard back but if he reaches out we will discuss his visit again and determine if any further resolution is possible. 

• Initial Complaint

  Date:04/10/2023

  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.

  Hello good evening me and a couple of friends went to Texas Roadhouse in middletown ny on Wednesday April 5th for my friends birthday we arrived and had a problem being seated when people arrived after us but was seated before us but we didn’t say nothing and the hostess saw that they was seated before us and didn’t say nothing either that was the start of a horrible experience after being seated and we put in our orders and our appetizer arrived and then the fire alarm went off and then we had evacuate and we waited for a good 10-15 minutes outside in the cold in the rain and nobody giving us any information on if we should wait outside or anything so it was horrible because the fire alarm going off ruining my friends birthday nobody giving us any information and then when we go back inside we are only offered for comp drinks and nothing else was going to be paid for or comp that’s very unprofessional and a horrible experience for the huge inconvenience I think it would be acceptable to receive a $75 dollar e gift card because this was a horrible day so after all that we had to pay for everything even after the fire alarm went off and then everyone had to leave the whole experience was horrible so I want to see what anyone can do for me for this huge inconvenience

  

  Business Response

  Date: 04/14/2023

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

  The Managing Partner (MP) of the Middletown, NY did reach out to this guest to speak to them about their concern. Guest was not satisfied with the vouchers given during their visit and told the MP he felt that "his entire meal should have been comped". When the MP questioned the guest, the guest claimed the MP was "being hostile" and called the MP an "asshole" before hanging up. We will be doing nothing further for this guest. 

  Customer Answer

  Date: 04/17/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  First off corporate can’t sit there and say what I said because they wasn’t even on the phone with me they are going off of hear say whatever they are told that’s number 1 number 2 the manager at the middletown Ny location Texas Roadhouse called me and was already hostile which I already said to him he said to me there was roughly 50 families should we have comped them all a meal I said to him this is about me I don’t really have nothing else to do with anyone else he said he read my complaint to corporate as well and also said I implied one of the staff members purposely did that the manager at Texas Roadhouse is nasty and that’s exactly why numerous complaints are online about management it’s a poorly ran restaurant the manager was nasty to me and he’s suppose to be a manger the fish stinks from the head and I see how corporate doesn’t even contact me to ask me what happened before they assume what I said another poorly ran choice going off of hear  say but like I told the manager he already came off nasty and hostile and I won’t be eating at that restaurant ever again and he’s also mad because I said I’m sure people that didn’t get to pay yet got comped meals and it ruined your sales for that day and I also said the way the company and managers treat people the stock will continue to tumble and sales will continue to fall but that’s all I have to say management stinks and I will never let anyone disrespect me corporate should of called me and asked me first what was said not just jump to whatever the manager said 
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/27/2023

  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.

  Placed an order for pickup at 7:51pm on mar 26 2023. I went to the pickup window exactly at that time and was told they’re finishing it up and 15 minutes later still nothing. I then said I wanted to just cancel in which I just had to wait even longer for a manager to come and refund and was given no apology. My entire night was wasted and I expect some sort of compensation for this.

  

  Business Response

  Date: 04/06/2023

  
  ***** ********* ******
  ***** ******* ***** *** **** **** **
  *** ***********************
  *** **** ******** *************************
  ******** *** ********* ** *********
  
  Hi there we can close this BBB case with the ID ********* I
  called the guest today and he explained his concern again to me. He accepted a
  gift certificate as an apology for the long wait time he had in waiting for his
  order, and successfully cancelling the order itself. His entire order was also
  confirmed to have been refunded as he canceled the order.
  
  Thank
  you,
  
  *********
  ***** ********* *******
  ***** *********
  **** ********* ****
  Louisville, KY 40205

• Initial Complaint

  Date:03/23/2023

  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 3-13-23 I placed my order at 5:46 pm & it stated my food would be ready at 7:30 pm. I got there at 7:25 & sent the text HERE 2. I received a reply that said my food was not ready yet. I called inside at 7:45pm to check on the status & was told “they were about to call me.” At 8:00 pm, I went to the pickup window & was told they were out of ribs. They handed me 1/2 of my food, and made me wait an additional 17 minutes to give me 1 chicken breast in place of 2 orders of ribs!! Then, not only was the lady with curly hair RUDE, she basically THREW the chicken at me (because I asked for a manager or a refund and said my steaks would be cold), but she did NOT give me any rolls!! The steaks were UNSEASONED, & EXTREMELY TOUGH!!! I asked for mid-well!! The macaroni was COLD & unseasoned!! This was the WORST FOOD I’ve EVER spent over $70 on! I talked to a lady from the complaint dept and she said she would research it and call me back! She also said she was a Greenbay Packer’s fan, after asking my email address, which made me think the process would be investigated thoroughly and truthfully. I have NOT heard ANYTHING from anyone! But, before throwing away my receipt I noticed where my name should be, it says “Bag Chit” which means “Bag Shit!” Now, I am BEYOND upset and this needs to be reported to the news!!

  

  Business Response

  Date: 03/27/2023

  I called the guest but was unable to leave a message so I sent a follow up email to have her reach out. Once she reaches out we can resolve. Please let us know if you need anything else.