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:09/02/2022
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 August 17, 2022, I went to the Texas Roadhouse in ********** ******** on ***** ****. I placed an order online prior to arrival. When I arrived to pick up my order, I checked my food. Two of the items I ordered were not cooked as they would have been had I set in the restaurant. The beef tips were medium rare with pink juice running in the container and no gravy. The ribs were charred and pulled apart with bare hands rather than sliced down the center to fit in the box. I questioned the waitress about both item as and request gravy. The waitress went back to get gravy and returned with what looked like (2) tablespoons of gravy. I stated "Maam if I set in this restaurant, I assure you I would have more gravy than that as the entree is normally smothered in gravy. can I get some more gravy.". The waitress rolled her eyes and went to the back. The manager comes out and state "what seems to be going on out here. I hear you out here asking for five cups of gravy. If I give you five cups of gravy imma have to start charging...and he continue on and on.". I turned around and looked out the door to try to keep calm and I turned back around and looked at him stating "sir why would I ask for five cups of gravy. Is there a reason you've come out at me like this.". The manager cut across me and continue on with rudeness. I politely sated "you know what just give me a refund i want nothing just my money back." The manager said, "sure and walked off". I said, "excuse me sir can I get a printout of my full refund". The manager turned around went to the register and asked how I paid printing me out a receipt. The waitress comes out with another small cup of gravy. I walk out and as I'm leaving the waitress and manager decide to have a rebuttal about me as the manager states "she's having a bad day". I turned around and walked up to the manager and stated, "I wasn't having a bad day until you decided to be a racist prick". I then left the restaurant. No refund per bank statement.
Business Response
Date: 09/06/2022
We can close the BBB complaint with ID ********. I have reached out to our Treasury Department to confirm that the refund for this guest was processed. Due to the holiday weekend I will likely hear back on Tuesday. I did call the guest and left a voicemail with her case number and our phone number to pass this information along to her as well. Guest also received a $20 gift certificate from us. Have a wonderful holiday weekend.
Thank you,
********* ******
Guest Relations Partner
Texas Roadhouse
**** ********* ****
*********** ** *****Initial Complaint
Date:08/22/2022
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 called the manger at my local Texas Roadhouse because they messed up on my food order and when I spoke to the manger she insured me I would get a refund for the food in 5-10 business day and it been about 14-5 days and still no refund in my bank.Business Response
Date: 08/25/2022
We can close this BBB complaint with the ID of ********. We have reached out to Treasury to ensure the refund is processed for the guest’s entire order. I have also called the guest and left a vm as well as emailed her so that she has our phone number and case number and can follow up with us at her convenience.
Thank you,
********* ******
Guest Relations Partner
Texas RoadhouseInitial Complaint
Date:08/16/2022
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.
Date of the dinner was 8.9.2022. I wrote an inquiry/complaint on the merchant's website on 8.10.2022. I gave them 4 full BUSINESS days to contact me and this did not happen. Below, is what I wrote on their website.
I am very displeased with the lack of service. First off, I have worked in the service industry since 2005. I am always very understanding with the staff BOH and FOH. Your system did not email me a copy of the check so I don't have the server's name and/or check #. My total including the tip was $121.48.
Before we ordered we asked our server if they had prime rib and he said yes, after at least 15 MINUTES after he took our order he comes back to tell us that they don't have any med rare left. It took over 10 minutes to get our salads we hadn't even taken 5 bite sof our salads and our food shows up. My ******* asked for extra blue cheese and repeated it twice and we did not receive it until after our entrees were dropped. We never received small plates for our appetizers. We told our server at the beginning of the meal that there will be 2 split checks, they not only were incorrect, I was also charged for Grey Goose when I specifically asked for the house/well vodka. My ribeye was very chewy and touch not cooked evenly. I made him aware of this when I told him the checks were wrong, he never came back to the table, pretty much ignored me when I asked him to have it corrected. We got tired of waiting so we just paid the checks as they were and left VERY unhappy. My ribeye was very chewy and touch not cooked evenly. We were just trying to get our of there as we had 3 small children with us and just basically disgusted.
I completely understand that the hiring pool is non-existent and you have to take what you can get, but please don't have your servers "pull a fast one" on me and charge me for top shelf and I am not going to notice. I have been doing this way to long. I will absolutely never dine in your restaurants AGAIN and I will tell everyone howBusiness Response
Date: 08/19/2022
HI there,
We can close this BBB complaint with the ID of ********. The Managing Partner of the ***********, ** location has reached out to the guest and once the guest responds we will assist and resolve.Thank you,
********* ******
***** ********* *******
Texas Roadhouse
Initial Complaint
Date:08/15/2022
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.
WORST experience ever at the Texas Roadhouse in *********, *** ********* tonight August 12, 2022. Waitress greeted us with nothing but attitude, didn’t bring us rolls, didn’t refill our drinks once. Only time she came to the table was to take our orders. ********* ordered $30 bone in ribeye steak supposed to be cooked medium rare- came RARE. I ordered pulled pork- very dry and mediocre. Disappointing because this is my go to from there. We also had an appetizer. We had to ask for our check and when she brought it she didn’t even bother to ask what the problem with our meal was considering we left the majority of our dinner on the table. I didn’t spend $70 to get mediocre food and even worse service, if you would even dare call it service.Business Response
Date: 08/15/2022
We can close the BBB complaint with ID ********. The guest wrote into us before reaching out to the BBB. My team member called this guest to reach out and the guest hung up on her after my team member introduced herself and explained she was calling due to the guest’s BBB concern. My team member then sent the guest and email asking her to reach out. If she does we will work to resolve things with her.
Thank you,
********* ******
Guest Relations Partner
Texas Roadhouse
Customer Answer
Date: 08/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did not hang up- my call was disconnected as I was at work in bad service- there has been no resolution to my problem and I am expecting one in a timely manner.
Regards,
******* ******Business Response
Date: 08/19/2022
Will you please close this out on your end? Our team has called this guest multiple times in attempt to work out a resolution other than her desired outcome but, we are unable to come to a resolution because the guest disconnects/hangs up. The managing Partner at the store has also attempted to call.
Thank you so much,
**** ******
Initial Complaint
Date:07/25/2022
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.
07/23/22
My family and I visited the ********* ** Texas Roadhouse. There were seven people and they sat us in a small booth. Guest laughed at us and said they squeezed us in. We asked the waiter (****) could we have a larger table his response in front of all the other customers was “The hostesses are complaining” they don’t want us to take up two tables as if they wouldn’t make a tip from us. We say here as guest laughed and talked about us. We only stayed because it was ** ******** birthday and this was the place she really wanted to go. I would hope that we weren’t denied an additional table because (redacted). It was a huge embarrassment and the waiter never brought all of the ordered food and rushed us out by not even allowing my aunt to get the appetizer she ordered after he lied and said he put it in the order. This was by far the worst dining experience I have ever had.Business Response
Date: 07/28/2022
Hi there,
We can close out the BBB complaint with ID ********. The Managing Partner of the location called the guest and spoke to her about her concerns. The guest was also sent a gift card to apologize for her experience and her frustrations.Thank you,
********* ******
***** ********* *******
Texas Roadhouse
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