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:03/20/2023

  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.

  3-19-2023 placed a to go order. Order wasn’t ready at the quoted time. Had to go into the restaurant and the food was just sitting there COLD. Asked for a manager who was very rude and unconcerned. This isn’t the first time it’s happened….it’s the third time within a month. The company won’t return emails. While waiting for 30 minutes, pizzas I had bought were ruined.

  

  Business Response

  Date: 03/30/2023

  From: ********* ****** 
  Sent: Friday, March 24, 2023 12:36 PM
  *** ***********************
  *** **** ******** *************************
  ******** *** ********* ** *********
  
  Hi there we can close this BBB case with ID ********* 
  
  The store in Milton FL has attempted to reach out to the
  guest several times and left messages asking the guest to reach back out. The
  online order was refunded in full as well. Please let me know if you need
  anything else.
  
  Thank
  you,
  
  *********
  ***** ********* *******
  ***** ********* 
  
  ***** ****************** * ********

  

  Business Response

  Date: 04/07/2023

  We are again reaching out to close this case. The guest is stating her food that "while waiting for 30 minutes, pizzas I had bought were ruined." and she is states in her second message that " however the $40 worth of other food we had (that was ruined due to waiting an hour and a half) was not." However, these pizzas were not purchased at our location and we can not refund or compensate on food from other restaurants. We have refunded her complete order from Texas Roadhouse and the Milton location attempted to reach out and speak to her personally about her concerns. We have resolved this on our end and will not be doing anything further for this guest. 

  Customer Answer

  Date: 04/10/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  when I said 30 minutes that was the time over the hour. Total wait time 1 1/2 hrs.  The business did not try to reach out “several times” AT ALL. They called twice while I was at work. They never sent an email or try to call outside of 5 pm.  However with their nasty response as well as blatant untruths, we will no longer frequent their business and will be sure to tell others of our experience. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:03/14/2023

  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 for a family get together last month there were 6 of us. Our service was not so great. Unfortunately we waited over an hour and a half for our food. When it came out to our table it was cold as if it was just sitting there. Every time we needed something the waitress was nowhere to be found. My husband asked for medium, when it arrived it was well done so he had to wait on another one. I normally would not complain but it was my son's birthday we were celebrating and it felt like a waste of time.

  

  Business Response

  Date: 03/23/2023

  I called the guest and left a voicemail with her case number and our phone number and hours. If she calls back we can resolve. 

• Initial Complaint

  Date:03/13/2023

  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.

  We visited your Manassas Virginia location on 03/12/23 at 6 pm. We are a party of 11 people. My mom called at 4 pm because they told her to call 2 hours ahead prior to arrival. Also, they told her that they don’t take reservations. She spoke to a manager and she received a text confirmation at 6pm. The confirmation number is 1084 and it came from 1-833-938-3111. My mom received a text to gather her party and check in. We walked in and checked in with the hostess and she said that she doesn’t see any reservation for us. She even asked for a name and she didn’t see anything in the system. She called her manager and she accused my mom of calling the wrong location. She kept saying that she probably called the Woodbridge location. I gave the manager the confirmation number and she said that it didn’t matter and we had to wait. The manager said that the confirmation number on the text doesn’t mean anything. It really felt like that she wasn’t trying to accommodate us or help us at all. She kept dismissing my mom and kept dismissing everything we were saying to her. They had to add us again to the system and we ended up waiting 45 minutes. There was another big party that came after us and they were called first. There were other people that came after us and they were seated first. My mom walked over to the other hostess and showed her the phone number she called and she confirmed that it was the right number and location. We walked out and decided to not give this location any of our business. It was our first time there and it truly left a bad taste in my mouth. The customer service at the Manassas location is horrendous and unacceptable. We just wanted to have a nice meal with our family members that we haven’t seen and left dissatisfied and disappointed. We walked out after 45 minutes to go to another restaurant. This place needs a new manager and needs to retrain the employees. What is the point of sending a text confirmation if you don’t honor it??

  

  Business Response

  Date: 03/16/2023

  Hi there, we can close this BBB complaint with the ID of ********. Both the Managing Partner and I tried to call the guest but were unable to leave a message due to the voicemail box being full. I did email the guest letting her know it was being addressed and asked her to reach out to Guest Relations if she would like to follow up/receive more details. If she contacts us we will relay any additional information we have and resolve as necessary.

  Customer Answer

  Date: 03/16/2023

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

  I tried to call Guest Relations and there was no answer. I didn’t leave a voicemail. I would like to know what exactly are you guys doing about this? My family was in town, it was my mom’s birthday and that Liberia location treated us poorly. 
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:02/13/2023

  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 was charged for a 16 oz steak when I ordered a 12. Also I desert was added to my bill that we did not purchase. We were dine in and payed cashed.
  
  Contacted them multiple times on their website and no response. I would like a credit to be used online for the next purchase.

  

  Business Response

  Date: 02/15/2023

  I attempted to call the number the guest provided and it took me to a workplace automated message. I believe for a bank. I sent the geust an email with my direct work line so that he can contact me at his convenience. Once he reaches out I will resolve.

  Customer Answer

  Date: 02/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  

  ---

  
  
  
  
  
   
  

• Initial Complaint

  Date:01/26/2023

  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.

  Carry out from the restaurant total of four dinners . Two people ordered the same meal with the exception of one vegetable and both had gastrointestinal issues. Call placed to the restaurant ***** said two managers on and transferred to a male manager who never identified himself. Issue explained and this manager stated that food Bourne illness can take eight hours or longer to occur. Made aware that I work in health care and this manager got angry and said well I am attempting to apologize. Call was disconnected. I never made mention of the cold food over all.

  

  Business Response

  Date: 01/31/2023

  I called the guest and offered her a $50 gift card to return. She declined and stated she would prefer if I refunded that amount form her order instead since she does not desire to return. I placed the request to refund $50 of the guest’s order back onto her card (**********). She will see this refund on her bank statement in 5-7 business days.

• Initial Complaint

  Date:01/24/2023

  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.

  On 14-Jan-2023 @ 8:29pm I placed an order to Texas Roadhouse in Newark Delaware (prime rib with two side of green beans). The young lady on the phone told me it will be ready in 30 mins. I drove to the location around 9:05pm and they told me I must have called their other location. I showed them my phone with the phone #************ @ 8:29pm, yet they insist I did not call their location. Worst of all, this is the second time the same thing happed to me with this same restaurant location! I hate the fact that I love their prime rib!
  Needless to say, I then attempted to place an order while in the restaurant and was told, 'we're out of prime rib'.
  I then tried to call their Middletown location, they kept me on the phone for 25 mins, then hung up on me.

  

  Business Response

  Date: 01/31/2023

  A manager form the Bear, DE location where the guest attempted to place the order reached out to the guest and has not heard back yet. If he follows up with them or reaches out to Guest Relations again we will resolve. Thank you.

• Initial Complaint

  Date:01/16/2023

  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 placed and online order for food for my family on 01/07/2023 from the Texas Roadhouse in Westminster, Md located at ** * ********* *** ************ MD 21157. My meal totaled $75.31. On the way to pick up my food my tire blew out and i was unable to come pick up my order. I called this establishment to cancel my online order and let them know what had happened and I was told the manager would cancel the order and refund me my money. It has now been 6 days and I’ve called 4 times over the course of the 6 days to ask the status of my refund and each time I am told it will be refunded and it has not. The 3-5 business day period is over and I want my money back.

  

  Business Response

  Date: 01/18/2023

  The guest called in to us yesterday and we went ahead and processed the refund on our end for the guest. The details fo the refund are below. The guest should receive their funds in 5-7 business days.
  
  **********

  ****** **** ****** ******* * *** **** * Amount: $75.31

  Description : Reason for Refund Request: Guest cancelled order In-Store or Online: OLO Transaction Date: 2023-01-07 **** **** ******* **** ******** *********** ******* ****** ****** ******* ****** ********** ***** ********* ****

  Customer Answer

  Date: 01/19/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  

  ---

  
  
  
  
  
   
  

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair 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’ve made several complaints online and to mangers. The rudeness and the lack of communication and taking care of issues is becoming a major problem. A restaurant we love to eat at sometimes. Like so many places customer service is absolutely horrible and now they don’t even acknowledge a unhappy customer.

  

  Business Response

  Date: 01/18/2023

  I just called and spoke to the guest. I let them know that I was happy to pass along any specific concerns they had. Guest repeated her concerns with the service she has recently received at two locations. I assured her I was documenting her concerns and let her know it would be passed along. I also offered the guest a gift certificate that they could use at either location and let her know to expect it before end of business today. Guest accepted and thanked me and we ended the call.

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair 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 am trying to get a refund for a 29.95 purchase I made off of a gift card

  

  Business Response

  Date: 01/05/2023

  Attached is a screen shot of the guest’s refund for their order. This refund can take up to 5-7 business days. The guest also received a $30 gift certificate as well from the ** ********* ***** ** *******

• Initial Complaint

  Date:01/03/2023

  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 ordered an 'e-giftcard' from the Texas Roadhouse website for my ***. Their giftcard provider is ********.
  
  The first problem with this - as well as another we'd ordered for someone else - was that they took the money, but there was no confirmation email. I was later told that my "domain" wouldn't accept their emails -- something later proved baseless by contacts from Roadhouse itself.
  
  When my *** tried to use his, it was declined. The server got help and the management couldn't get it to work.
  
  I contacted the help on 'chat' and by phone -- this was ********. They were no help, said I'd have to go to Roadhouse website to get it cancelled and get a refund. The people at the Roadhouse "customer service" said I had to go back to ********.
  
  On Tues., Jan. 3, 2023, I will contact ******** ******* to dispute the charge. Even though Roadhouse said they'd cancel the charge -- after some prompting and offering to contact my state's Consumer Protection unit in the Attorney General's office -- I don't feel I can trust them.

  

  Business Response

  Date: 01/06/2023

  We can close this BBB complain with ID ********. Guest reached out to us on 12/29/22 upset about the issues his *** experienced with the gift card as well as his conversation with **** ****, the vendor that processed the payment and gift card order. My team member emailed him that same day to let him know the order (**********) had been successfully canceled and he thanked her. The order was successfully cancelled on 12/29/22 (attached screenshot) and refunds can take up to 3-5 business days (the holiday of course can effect this time frame and the hours worked by both **** **** our vendor as well as the bank hours of ******** *******, the bank the card that was used to process the payment was issued from).

   

  Please let me know if you require anything further.

  Customer Answer

  Date: 01/07/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  

  ---