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:12/26/2024
Type:Customer Service IssuesStatus: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 5th 2024 I ordered $900 worth of the Christmas Gift Cards they were advertising online. It was nine $100 gift cards. These were Christmas presents for our employees. I ordered in more than enough time to have these already and once mailed I was told 5-7 business days it has now been like 13 days. I have chatted with live chat twice all they want me to do is wait it out until first of year but that is not good enough. I would like my cards asapCustomer Answer
Date: 12/26/2024
Better Business Bureau:I recently filed a BBB complaint against Texas Roadhouse over not receiving my gift cards please cancel that complaint I received these in mail today. Thanks
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:12/23/2024
Type:Customer Service IssuesStatus: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.
To Whom It May Concern: my wife and I visited the Texas Roadhouse on 2130 N Lecanto Hwy, Lecanto, FL 34461 on 13 December 2024 on our way to Dunnellon. This was the second time we had visited this restaurant and the 2nd time we had a problem. The first time I let it go but this time things got way more out of hand.
We were on our way to a VW event and thus were flat towing a car behind ours. The parking lot was full and it was difficult to get in. I am a 100% disabled veteran with mobility issues and so I need to park close. The only way I could see parking was to pull into the spots that were designated for pick up orders. I did not plan to stay there but I was there waiting for a double spot to open up. A manager came out "*****" and demanded we move. She wasnt very nice about and told us we were "interfering with her business" and would not assist us in finding another solution. Our Handicap hang tag was clearly visible and we explained to her my mobility issues. She did not care and directed us out of the parking lot and into the adjacent ****** parking lot. Except we were not ****** customers we were Texas Roadhouse customers. Nevertheless I agreed to move and got back into the car to do so when another patron intentionally blocked our vehicle in those spots and got out of his car and started an altercation with me to which he then went up to the window and got served by the staff. This of course was done in the presence of other Texas Roadhouse staff. The man refused to move his vehicle so that I could get out and the altercation escalated. The man then thew objects at my car as he drove away and again the staff did little to nothing to help us. I found this rather irritating because the last time I was at this location, someone had parked in the handicap parking space but without a permit. When I reported it to the staff they refused to assist and claimed "we cant do anything about
Would like to discuss this further with the businessBusiness Response
Date: 12/29/2024
Hi there, we would like to close complaint with ID: ********. I personally reached out to this guest and was unable to reach them. I left the guest a detailed message to return my call and we can discuss their experience. The guest was given our office number, ************, as well as my name, *******, to ask for me directly for assistance. We will resolve with the guest once we're able to speak with them over the phone and address their concerns.
Thank you!
Customer Answer
Date: 12/30/2024
Complaint: ********
I am rejecting this response because:
While I have received a message from the business. This was just yesterday and I have been at work and not able to return her call. It seems to me that that given less than 24 hours to return her call seems a bit haste to close this complaint as she has made no proposal of a resolution in which she could have indicated here but for some reason chose not to. I wish to have the complaint remain open and monitored until I am able to speak with her.
Sincerely,
***** ********Business Response
Date: 12/30/2024
Hi there, we would like to close complaint with ID: ********. We spoke to this guest regarding his concerns, addressed them with the Managing Partner of our Lecanto, FL location, and we have submitted a full refund for the guest's check.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 01/02/2025
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. However, both my wife and I feel that this is being swept under the rug. The only reason we agree is because we are receiving a refund. While they let their managing partners know about this incident, what is the plan of action to ensure this does not happen again? Furthermore, nothing was offered as an incentive for us to return to Texas Roadhouse at any location given the experience we had. Perhaps we should switch to another establishment. I personally think that after this incident which almost resulted in a fist fight, that a little bit more should have been offered and somore assurances shoudl have been in place.
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:12/18/2024
Type:Billing IssuesStatus: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 food ( first prime rib , then ribeye steak) in this restaurant and they served substandard quality food. The meat was inedible , full of excess fat and gristle. I asked for a refund or some compensation . They refused at the restaurant . I then sent two separate complaints to their website conment’m/ complaint site and was ignored - no response . This took place on December 14,2024. I spent $42 on this food . It was a Christmas present to myself since I live / exist in social security benefits only . I think I am entitled to some compensation .Business Response
Date: 12/22/2024
Hi there, we would like to close complaint with ID: ********. The manager at our Naperville location spoke with this guest and offered compensation on their next visit.
Thank you!
Initial Complaint
Date:12/18/2024
Type:Customer Service IssuesStatus: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.
Good evening. Purchased digital $50 Texas Roadhouse giftcard from **** ***.com on the evening of 12/17/24 at approximately 6pm. Received gift card through email And Attempted to use it at Texas Roadhouse an hour later and waiter claimed it kept declining, even got a manager for assistance but same issue persisted. Contacted **** *** but they stated gift card has a $50 balance and if any issues must contact Texas Roadhouse who is the issuer of the giftcard. Attempted to contact Texas Roadhouse but it was after hours so I had to pay for my meal out of pocket. Never had this issue before and I have purchased many Texas Roadhouse gift cards through **** ***. Will also be submitting a complaint through Better Business Bureau for **** ***.
Gift card # *******************
Pin # ****Business Response
Date: 12/20/2024
Hi there, we can close this case. We were able to review the issue in our system and correct it. The gift card is currently active and showing the $50. We have included a screenshot here and reached out to the guest to let her know.Customer Answer
Date: 12/23/2024
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:12/09/2024
Type:Service or Repair IssuesStatus: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.
12/4/2024 at Hunt Valley Maryland
complaint against Waiter : *****
.I own a small business and ***** (your employee) is my marketing rep . My company logo is on your free appetizer cards that we pass out to our customers daily . I have been referring to your restaurant for 1 year
On 12/4, 6:20 pm -8:01 pm I brought my employees (5) to have a birthday dinner. ***** was our waiter & our experience with him was terrible. He forgot everything. we had to ask for regular butter 3 times, A salad showed up when we were eating desert , no bread plates , no drink refills. I told ***** at the beginning of our dinner, I would be ordering a to go order for my husband and when should he put the order in? He said he would come back to take my carry out order after our food had arrived. Our food took 35 minutes , no one ever came back to follow up or to do drink refills. He never took my carryout order. I called the restaurant’s carry out line & placed a carry out order while sitting in your restaurant. The carryout order was ready to go before our check came. After I paid our bill, I left the restaurant, went outside to your carryout window to pick up the order. I told the gal what happened. She went & spoke to *****, he denied everything. He did not come out to speak to me
I am extremely upset. I am referring my customers to this restaurant and what if they have a terrible experience as I did? I do not feel comfortable, referring my customers to the restaurant and passing out your free appetizer cards. I would like someone to contact me email
I wrote a review on ****** on 12/5. I contacted their corporate office and I spoke to 2 people in the restaurant on 12/4. I have no heard from anyone.
I would like a manager to contact me to clear this up and I would also like a call from ***** admitting he was wrong . Then I will start referring to this restaurant againBusiness Response
Date: 12/20/2024
Hi there, we can close this case. The Managing Partner of the Hunt Valley MD location reached out to the guest on 12/10 to speak with them about their concerns and resolve.Initial Complaint
Date:12/09/2024
Type:Service or Repair IssuesStatus: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 ordered from roadhouse and it was so bad that we couldn’t eat it. The hamburger that my husband ordered was dried out and and not good. I ordered country fried chicken meal and the chicken was awful. I don’t know what it tasted like. The gravy was so bad. We were so dissatisfiedBusiness Response
Date: 12/22/2024
Hi there, we would like to close complaint with ID: ********. I personally reached out to this guest on 12/9/2024 requesting additional information regarding the visit and did not receive a response. If the guest would like to speak with Guest Relations regarding this concern, they can give us a call directly at ************, referencing their Guest Relations case number, *********.
Thank you!
Initial Complaint
Date:12/04/2024
Type:Customer Service IssuesStatus: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 arrived with 5 out of our party of 7, as two were running behind in traffic for my son’s tenth birthday. We walked into the lobby where we tried to put our name on the waitlist only to be told to turn around and follow the worker walking outside to take names at a different spot. We checked in needing a table for 7. 5 minutes later we were called to the front and they asked if all of our party was here. I told them two were running behind. They refused to sit us and made us wait in the lobby until all of our party arrived. I tried speaking to a manager and telling him the other two were on their way and he smiled as if he was understanding and told me as soon as our other two arrived we could be sat. This policy is not listed online anywhere and as a mother with multiple kids in school, our main goal was to celebrate a birthday in an efficient manner on a school night. Our night is now ruined as we are starving. All this is doing is losing money because now instead of ordering an appetizer and having that extra time, we’ll have to just order our meals and get home. Highly disgusted with this practice or “new” policy.Business Response
Date: 12/20/2024
Hi there, we can close this case. The Managing Partner part of the **** ******* Location reached out to the guest and spoke to her about her concerns. He explained they were reviewing the incomplete party guidelines and using her feedback to improve on them for the future so that we can better accommodate our guests. The Managing Partner states the guest was satisfied after their conversation.Customer Answer
Date: 12/23/2024
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:11/22/2024
Type:Billing IssuesStatus: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.
Good Evening,
My name is ****** ******** and I made an online order Texas Roadhouse location: 11440 Capital Wake Forest, NC 27587. Order #: *****************. I am very frustrated because when I first got there I got my order through curbside and they forgot my drink. Luckily I checked my order because I was also missing one of my sides. I live 25mins from this location and when I got home I bit into the steak and immediately saw pink. I started breaking the steak apart and it was COMPLETELY RAW! Photos will also be provided. I drove back and spoke with a female manager (hate I did not get her name) but she had the audacity to say that the steak is not raw just rare. In the photos you can tell the steak is RAW. I informed her regardless I asked for well done and I wanted a refund. She states that being that I used a gift card it would have to go back on that card which I hate because I would never eat here again. I asked her when shall I expect my refund and she stated “I dont know sometime later on tonight, I am busy right now”. I asked for the number to corporate and she provided the number on my receipt. Another manager was in presence and advised that he would take care of the situation. He called me and advised that he spoke with someone to have the money refunded on the gift card. Im afraid that I would get food poisoning because I actually bit into raw meat. May I please have a call back at your earliest convenience at ************. What they are serving is unacceptable and can risk someone life.Business Response
Date: 12/09/2024
Hi there, we would like to close complaint with ID: ********. The Managing Partner tried to reach this guest directly via phone and was unsuccessful. We have processed a refund for this order in its entirety and have also partnered with the proper teams to ensure no guests have this experience again. I reached out to the guest via e-mail to confirm that her refund was processed and informed the guest we also sent a $50 gift certificate in hopes that she will give us another chance in the future.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 12/09/2024
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:11/19/2024
Type:Billing IssuesStatus: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.
When the manger came over and asked if everything was good we were honest and said no ! Bc it wasn’t and last few times it’s been bad ! When I told her calmly and she said then we would rather you leave I said ok we were asked to pay and she insisted she do it and my mom gave her a card our bill was 70.86 and then she told us it was 76 and said you must have ordered something else ! No we didn’t ! Then she charged mom 91.98 bc that’s what came out of her bank and we gave waitress a 10 tip in cash .Business Response
Date: 12/09/2024
Hi there, we'd like to close complaint with ID: ********. I personally reached out to this guest regarding this being addressed with their upper management team to ensure it doesn't happen again. We've submitted a refund for the overcharge for the guest, as well as sent the guest a gift certificate in hopes her family will give our brand another chance. We hope the guest will give us an opportunity to rectify our shortcomings.
Thank you!
******* ******
Guest Relations Coordinator
Initial Complaint
Date:11/18/2024
Type:Billing IssuesStatus: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.
Subject: Complaint Regarding Unsatisfactory Service and Unfulfilled Compensation
To Whom It May Concern,
I am writing to formally file a complaint regarding repeated unsatisfactory experiences at Texas Roadhouse. Below are the details of the issues I faced:
1. First Incident: I ordered an Arnold Palmer drink, but instead, I was served plain iced tea. To address this mistake, I was given a $5 gift card as compensation.
2. Second Incident: On another visit, I was served a brownie that was not properly baked—cold as ice and hard as a rock. I was told I would receive a $10 gift card as compensation, but I never received it.
Given the repeated mishaps and the unfulfilled promise of compensation, I am requesting appropriate compensation for these issues. While I enjoy dining at Texas Roadhouse, these experiences have left me dissatisfied and disappointed.
I kindly ask that you help address this matter to ensure better service in the future and fulfillment of promises made.
Thank you for your time and assistance.Business Response
Date: 11/23/2024
Hi there, we would like to close complaint with ID: ********. We have addressed these issues with both respective stores where the two visits took place (both Middletown and St. Matthews in Louisville). We have also sent the guest a $20 gift certificate in hopes that she will give our brand another chance.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 11/26/2024
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.
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