Complaints
This profile includes complaints for Texas Roadhouse's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 231 total complaints in the last 3 years.
- 90 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/13/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 12, 2022 at 5:54 pm, I placed an order over the phone for a bone in rib-eye steak cooked medium well. I received a text saying my order was ready at 6:12 pm, I arrived at 6:21 pm and my steak was very undercooked. I asked the manager ******** if I would be compensated for my order being incorrectly cooked and she said no. I asked for a new steak to be cooked over well done and I was told it would be 10 minutes by ********* Twenty minutes later, my steak still wasn’t done. I’m standing outside in the cold at the pickup window for another 8 minutes and then ******** brings my steak. I asked ******** if she was going to compensate me in anyway for waiting so long for my food on top of my order being undercooked. Instead of her answering my question, she asked me if I wanted to check my steak. I proceeded to tell ******** that she was being rude and that I asked her a question. ******** then said she was going to decide after I looked at my steak. I looked at the steak and it was burnt and crispy. I advised her that it was burnt and she asked if I wanted the kitchen manager and I stated no, that I wanted a refund. ******** then proceeded to close the window in my face and I put my hand in front of the window and told her that I wanted a refund. ******** then asked someone to get ******* and then she left. ******* came after 10 minutes after I’m standing in 36 degree weather and I showed him the steak and he said it was burnt. ******* said he was the kitchen manager. So instead of giving me my refund that I asked for twice, ******** got the kitchen manager instead even after I told her I didn’t want to speak to him. ******* was issuing me my refund and said he was short a penny in the register and asked did I want the penny and I told him yes, I want all my money. By the time I received my refund, it was 7:00 pm.
Business Response
Date: 01/11/2023
We can close this BBB complaint with ID ********. I reached out to the guest personally to ensure she received her refund and offered her a voucher to come and try us again which she accepted.Customer Answer
Date: 01/12/2023
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:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My family has ordered to go meals from the dundalk roadhouse and every time they use SALAD plastic boxes for BIG steak meals, which causes the flimsy containers to leak meat juice all over our clothes, inside the car and damage the seat material, and on our table clothes! We have to buy special cleaners to try and clean up these messes! Why can’t they use common sense and not use salad containers for meat and side items?!?! We have informed them about this problem many times and they still are doing the same dumb bs!!Business Response
Date: 12/05/2022
Good morning,
Will you please close this concern on your end? I have called this guest twice and left two voicemails and have not heard back.
Thank you so much,
**** ******Customer Answer
Date: 12/05/2022
hello. I am at work and not able to talk on the phone for personal issues. I will try to have my wife call you but email is better and faster communicationBusiness Response
Date: 12/16/2022
Hi there, we can close this BBB complaint. the guest called back to Guest Relations and spoke with one of my team members on December 5th. That team member spoke with the guest about their concerns and offered them a $30 gift certificate which the guest accepted. The Guest was emailed that gift certificate on 12/05. This has been resolved.
Thank you,
*********
Guest Relations Partner
Texas Roadhouse
**** ********* ****
*********** ** *****
****** ************Initial Complaint
Date:11/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made an online order and half the food was missing. I called the manager, ******* and explained what happened and asked for a refund. He said he would call me back. I went through the bags again and found someone’s half eaten shrimp meal. I called Justin back to tell him and he hasn’t called me back in 3 days. I took a picture of the meal that someone else ate and put in our bag. I would like an apology abs to be refunded my entire order.Business Response
Date: 11/21/2022
Hi there, we can close this concern with ID ********. The guest was refunded completely for the order and I called and left a voicemail encouraging her to reach out to use so we could apologize further for her experience. I have attached the pdf of hte receipt for her online order which indicates that she was refunded. Please let me know if you need anything else.
Thank
you,
*********
***** ********* *******
***** *********
**** ********* ****
*********** ** *****
****** ************Initial Complaint
Date:11/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered to go on 9/12/22. Ended up waiting over 1 hour and 15 min. Talked to manager and he explained that I would be getting a full refund. I used the remaining balance of a gift card and my debit card. Total amount that was supposed to be refunded was $42.77. I only received a refund of $14.21. I have called the restaurant 3 times and each time they say they will refund the rest and nothing happens. I also emailed the company directly with no response.Business Response
Date: 11/17/2022
Hi there, we can close this case for complaint ID ********. The guest was refunded completely for their online order (see attached PDF confirming full refund).
Thank
you,
*********
Guest
Relations Partner
Texas Roadhouse
**** ********* ****
*********** ** *****
****** ************Initial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On yesterday 11/9/22,my family, party of 5 came in to eat dinner last night and the quality of the food was very poor. Our total came to 92.52, receipt number 100017. ** * **** *** *** cheeseburgers were hard and the bread was rock hard so we sent it back for replacement. We continue to eat and notice the temperature of our foods were very cold but we felt that we were being a pest to our waiter ***** We were just made to feel that way. My ******** ask for her steak well done and it was bloody red. We let the waiter know. He took the steak back and then it was brought back by the manager. It was very very dry and burnt out. We asked if she could replace the steak and she advised very rudely and loudly "WE DONT DO THAT". I said well can you take it off and again, the same way she said "NO". By this time, my son still doesn't have his cheeseburgers. the youngest of the bunch still has eaten yet. She brings them out and the bread is cold! I tell her and she disputes me and then said she will take them off. Why didnt she take of the steak if she took off his food?! My son never ate. I told her I was going to escalate this and the waiter apologize but he encouraged me to escalate it. He said, "I have to work with her so please let someone know higher up" I would like a call back from someone higher up and have our food refunded. Perhaps a gift card to another locationBusiness Response
Date: 11/17/2022
HI there we can close this BBB complaint with the ID *********
The ******** location reached out to the guest and offered him a refund as well as a gift certificate to visit us again next time. The guest accepted.
Thank you,
*********
Guest Relations Partner
Texas Roadhouse
**** ********* ****
*********** ** *****Initial Complaint
Date:10/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/08/22 i had a meal at the Texas Roadhouse, in ****. The total bill was $42.20, including tip,. I paid with a debit card. When i went to balance my checking account I found that my account was charged $52.20. I called the general manager and after he verified my store I was told he would refund the $10.00 to my card. It is now over 2 weeks and no refund. I called the corp. office and they have not called me back.Business Response
Date: 10/30/2022
Hi there,
We can close this BBB complaint with the ID of ********. The
guest’s refund was processed on 10/26 for the overcharge. I have attached
images form our Treasury department verifying the refund. Thank you!
Thank
you,
*********
Guest
Relations PartnerInitial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Texas Roadhouse (1809 North Pointe Drive, Durham, NC 27705 | 919-471-8738)
Check No: *****; Table No: 231; Date: 10/21/2022 01:17 PM; Server: *******
At the table, I ordered a 16 oz Ft. Forth Ribeye for $24.99. I asked to choose my steak. Unbeknown to me at the time, I chose a 20 oz Ft. Forth Ribeye. I did not think that 20 oz is offered as it is not on the menu. I ate my steak and when we were ready to pay, I noticed that my steak was not $24.99 but $32.99. This is more expensive than I think is reasonable as every 2 oz increment costs $2 (12 oz for $20.99, 14 oz for $22.99, and 16 oz for $24.99), so for a 20 oz, it should cost $28.99, and not $32.99. I feel cheated twice - once at the meat display for something that's not on the menu, and the second time on the price. This is a very deceptive business practice and also the server did not say something (like this is not what you ordered or did you want to change your order?) Overall I felt cheated after the experience.Business Response
Date: 10/27/2022
Hi there, we can close the BBB complaint with the ID of ********.
The Managing partner of the Durham, NC location reached out to the guest via
phone and spoke with him. The Managing partner also offered the guest a $30 gift
certificate which the guest accepted. Thank you!
Thank you,
*********
Guest Relations PartnerCustomer Answer
Date: 10/28/2022
[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:10/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The transaction was made Sunday October 2nd. I ordered food online and my husband went to pick it up. The food was incorrect so he asked for a refund. They printed a “receipt” that wasn’t even the full amount we paid for the food (it didn’t include tax) and promised that we would receive a refund. We still have not.Business Response
Date: 10/17/2022
Hi there, we can close the BBB complaint with the ID ********. This guest’s refund has been processed as of 10/10 (attached screenshot of confirmation). **** reached out to BBB on 10/9 to let them know the refund had been submitted and to close the concern. I apologize for any confusion.
Thank you,
*********
Guest Relations Partner
Texas Roadhouse
**** ********* ****
*********** ** *****
Phone: ************Initial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed my order at 4pm for pickup at 630. At 625 we received a call informing us the store was out of potato skins. We arrived at 642 without receiving a text. We were informed the store magically had potato skins so it would be in our order, however our order placed at 4 for pickup wasn't ready. I ran my **** and ***** home a 8 minute drive, waiting another 5 minutes for a text. At 7 I pulled up to the window still having never received a text. I get the food home the potato skins are cold, the fried pickles soggy, the steak was raw. Seared on both sides completely cold purple center I have a picture available. The salad was wilted missing cheese the rolls came with a half scoop of butter for 4 rolls. This is beyond ridiculous, this is a failure of every single system you should have in place. I'd go in the store personally but I'm not sure I could resist the urge to throw this garbage at the manager. And honestly that's what it looked like someone pulled stuff out of the garbage and put it in Togo boxes.Business Response
Date: 09/12/2022
HI there, thank you for reaching out.
We can close this complaint. The guest wrote into us on the day of their visit and they were sent a certificate to their email as an apology for their meal. I have also called the guest and left a voicemail encouraging them to reach out to Guest Relations so that we can address their concerns as well.
Thank you,
********* ******
Guest Relations Partner
Texas RoadhouseInitial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I visited the location on ****** and ********* in *********, ** on Friday, August 12th 2022. After waiting for over an hour to get out food, an assistant manager came to our table to apologize that our dinners were taken by the wrong server and she told us that she would take off a portion of our food for the inconvenience. I thanked her and proceeded to tell her that we were dining with them because I had a 30.00 off coupon from the ***** **** ******* location because they forgot to turn our to go order in. Anyway, she took my coupon from me and told she will tell the waitress to use the coupon when we pay the check and that she will be back to make sure I receive another coupon from them. Now in the meantime, the waitress processed our check and forgot to use the coupon and I said we'll void it and rerun the credit card...the assistant showed up and they both said they can't void it and the assistant also said that she taked to her manager, ****, and he wouldn't approve any money off of our check because we needed to use the first 30.00 coupon first which didn't happen because the waitress messed up...so I told the assistant that this was the worst customer service I have ever experienced and I requested to speak with the manager and the assistant told me he just left for the day.
My name is ***** * ***********
Amount charged is around 73.00 and the time was around 6 30 on August 12th.
I have sent two separate emails to corporate with no response. I will do a chargeback if no response is given this time.Business Response
Date: 09/12/2022
Hi there, we can close this BBB complaint with the ID ********. The ********* Store reached out to the guest on 09/08/22 but has not yet received a response. When the guest reaches back out to the location and the management team we will resolve accordingly.
Thank you,
********* ******
Guest Relations Partner
Texas Roadhouse
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