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

  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:11/12/2024

  Type:Customer Service 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.

  Hello
  On 10/23/2024 we took family to Texas Road House in West Des Moines, IA on Mills Civic. Everything was going well until it was time to pay. The bill was 109.78, we handed $200 (two separate 100 dollar bills) to the waitor. He came back to our table after about 5 minutes or so stating we owe him 9.78. We told him we gave him 200 and after that everything went down hill as he claimed we did not. Very confused why the waitor would take cash and leave IF he thought it was not enough to cover in the first place? We talked to management and asked them to review cameras however all the sudden their camera's were "blurry". We have been going to this location for many years since moving to the area in 2018 without ANY problems. The management called us the next day basically stating the same thing that they cannot see cameras futage and assured us that "guest relations" would reach out. Unfortunately, noone has reached out from guest relations. Please reach out to us and make this right.
  Thank you

  

  Business Response

  Date: 11/23/2024

  Hi there, we would like to close complaint with ID: ********. I have personally reached out to this guest letting her know what steps have been taken next, and that I personally will follow up with her in the next few days with more information from our Security Team and my upper management. 

   

  Thank you!

   

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 11/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as of right now nothing has been done. We were told we’d get a call yesterday and then today via email but have not yet. Here it says in the next few days. I would be happy to close this once actual resolution has been achieved. I understand there is a delay and it takes time, however it only makes sense to close this once there’s actual satisfactory solution taken. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 11/27/2024

  Hi there, we would like to close complaint with ID: ********. I spoke with *******, the guest's husband yesterday and informed both guests that this case has been taken over by our Risk Team, and our Risk Supervisor assured me that it has been assigned to an adjuster. I explained to the guests that their adjuster will be in contact directly with *******, as the guest has requested her husband be the point of contact. This guest has my contact information as well, if need be, but this case has been assigned to a different department given the circumstances.

   

  Thank you!

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 11/27/2024

  
  
  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.
  
  Will wait on adjustor to contact.

  
  
  
  
  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. 

  Customer Answer

  Date: 12/16/2024

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

   

  Hello

  Would it be possible to reopen complaint # ********?

  Company promised we would get a call from an “adjustor” but would need to close the complaint with BBB. I agreed to do that as I trusted we’d get a call from adjustor at Texas Roadhouse.

  Unfortunately, they never called nor have the decency to reply to my message asking on a status.

  If there is a way to reopen, please do.

  Thank you very much.

  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 12/20/2024

  Hi there, we can close this case. The guest's concerns have not only been sent over to our RISK team that handles all lost/stolen property claims, but or head of security as well. They are reviewing footage to address the situation. We are continuing to investigate this issue and will follow up with the guest after the investigation. 

  Customer Answer

  Date: 12/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’ve been ignored and been promised for weeks that we would get a call back and so far nothing. The only way Texas Roadhouse communicates with us is through BBB. They are only concerned about closing this complaint and continue on ignoring this. I’ll be happy to close it once we actually get somewhere with this and get a call back. Otherwise it makes no sense to close it and be ignored again. Least Marriah could have done is email me back and yet she refused to.

  Once again, I’ll be happy to close this once we get somewhere with this. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 12/26/2024

  
  
  Complaint: ********
  

   

  I am rejecting this response because: I’ve been ignored and been promised for weeks that we would get a call back and so far nothing. The only way Texas Roadhouse communicates with us is through BBB. They are only concerned about closing this complaint and continue on ignoring this. I’ll be happy to close it once we actually get somewhere with this and get a call back. Otherwise it makes no sense to close it and be ignored again. Least Marriah could have done is email me back and yet she refused to.

  Once again, I’ll be happy to close this once we get somewhere with this. 

  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 12/27/2024

  Hi there, thank you for reaching out. We can close this case. Our Risk and Asset protection team spoke with the guest on 12/24 and explained that they were unable to provide any further information. The guest was offered a $50 gift card which she accepted. The gift card was sent electronically in order **********.

  Customer Answer

  Date: 12/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’d be happy to accept it however I was told the gift card would be mailed. If it was sent via email, please send it to *********************. Not seeing it anywhere. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 12/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’d be happy to accept it however I was told the gift card would be mailed. If it was sent via email, please send it to *********************. Not seeing it anywhere. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 12/30/2024

  We apologize. We misspoke. The card is not being sent electronically, it is being mailed to *** ***** ******** *** ****** *** *****. The order number is correct though, her replacement gift card is coming in order **********.  

  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.
  
  
  
  
  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:11/12/2024

  Type:Billing 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 purchased some food to go from Texas Roadhouse **** ***** ******* ***** ********* ** ****** ************ on 11/10/24. This purchase included a brownie sundae. When home, I took a small bite of the brownie and found it to be stale and awful tasting.
  
  I went back to the restaurant on 11/11/24 @ 4:55pm and advised that I wanted a refund for the item ($8.99 plus tax). I was approached by a manager (white female) who acted like it was a problem that I purchased the brownie on 11/10/24 and brought it back on 11/11/24 (just weird). I knew then that I was about to have problems.
  
  The manager said she could give me another brownie. I said, I do not want another brownie. (Why would I want another brownie?) Then she said she could put the refund for the brownie on a Texas Roadhouse future voucher. I said, I do not want a future voucher. She said sorry, there is nothing that I can do because your ticket has already been closed. Uhhhhhhhh, of course the ticket would be closed. I had to pay before leaving the restaurant. This made absolutely no sense..... She could put the refund on a future voucher but the ticket had been closed, however, she could not refund my credit card.
  
  I said Ok and walked out of the restaurant. I have never heard of someone telling a customer that they can not have a refund for an unsatisfactory product. I am asking that my money be refunded. Please advise.

  

  Business Response

  Date: 11/17/2024

  Hi there! We would like to close complaint with ID: ********. The Managing Partner of our Grand Junction, CO location spoke with this guest, submitted a refund request, and sent the guest a dinner voucher in hopes that she will give our brand a second chance. Thank you for the opportunity to correct our shortcomings!

   

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 11/20/2024

  
  
  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:11/08/2024

  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.

  We visited Texas Roadhouse in ******** (Youngstown) Ohio last night, 11/7/24. We were immediately seated, got our drinks and ordered an appetizer. While waiting on the appetizer, the waitress took our order. There were three of us. Individuals were seated in front of us and a few seats back from us after we had been there for some time. Both of those parties received their food, one was actually done and walking out while we were still waiting. The waitress told us a few reasons for why we had to wait so long. First, they were struggling in the kitchen as to how to "butterfly" a steak, then we were told that they put our food on the wrong pick up window. Finally a hour after arriving we received our food and two of the three steaks were wrong. When we asked to speak with the manager, he was rude, cut me off while speaking, argued about the time we placed our orders and took no responsibility. When I asked if he could bring my husband a new steak, he said no. He would return that steak and have it cooked longer. That is absolutely not sanitary. Take it and throw it away or something but do not put it back on the grill, have it handled again and brought back out. Which he said would be 5-7 more minutes and the rest of our party should just go ahead and eat. When I mentioned that my steak was also wrong, he confirmed that it was cooked incorrectly. My food was not redone, I told him just forget it. He never apologized for the long wait, the errors until the waitress went and told him that the thing we were most upset about was him and his attitude. So he came back to apologize and again wanted to argue about our complaint. We paid our bill and left. Absolutely awful service, terrible kitchen issues and we will not return. We used to go there monthly and I used that location to take my team for business dinners, never again!

  

  Business Response

  Date: 11/11/2024

  Hi there! We would like to close complaint with ID: ********. We have partnered with the Managing Partner of our ********, OH location to ensure this is being investigated and addressed by their entire upper management team. One of our Guest Relations Partners spoke with the guest directly this afternoon (11/11/2024) and sent the guest a gift certificate in hopes she will give our brand another chance. 

   

  Thank you so much!

   

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 11/12/2024

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

  I did hear from customer care. She sent us a $40 gift certificate. Our dinner cost $80. 

  She said they were investigating the incident but I have yet to hear from the store manager, district manager or corporate individual, as requested.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/13/2024

  Hi there! We would like to close complaint with ID: ********. This guest spoke with our Guest Relations Partner, which is our Corporate Office here in Louisville, and we offered compensation in hopes that she would be willing to give us a second chance. This guest reached out directly to our President, and our Executive Team has asked us to resolve with this guest, as we are Guest Relations. 

  As stated previously, we have addressed these concerns with their Managing Partner to ensure that our guests have the legendary experience expected, and the compensation offered is us welcoming the guest back, in hopes she will dine with us again.

   

  Thank you! 

  ******* ******

  Guest Relations Coordinator

• Initial Complaint

  Date:11/04/2024

  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 go to TRH at least once a week to meet family and friends. I sporadically would get really sick with food poisoning type symptoms after eating. Since I am a vegetarian it made no sense to have such violent symptoms. I always get a Salad. Occasionally I would get a baked potato or mashed potatoes. On our last visit I was not eating while my husband and friends were eating. The wonderful server asked if she could help find anything for me and I explained my situation. She immediately solved the problem! She said that the baked potato and mashed potatoes both have bacon fat! No wonder I would get so sick! I have been a vegetarian for more than 55 years so I cannot process the animal fat!
  
  On a parallel…one of my closest friends is the lead heart doctor in town. We were at his house for dinner and I was sharing my experience. He was shocked that his patients could ingest such a high fat food without their knowledge.
  
  So my question is why in the world TRH would not disclose on a menu that your potatoes are not vegetarian and that if you have health issues they all contain bacon fat.
  
  I own a business in Alaska and my husband is a leading chef. We have promoted TRH as a great place to meet because of the variety of options offered. Now I feel like a fool for participating in the misleading of my friends, family, and clients.
  
  My heart surgeon friend said that he will warn his clients but what of all those others that are trying to make healthier choices? You even have a veggie plate option! Totally disrespectful to your guests.

  

  Business Response

  Date: 11/09/2024

  Hi there, we would like to close complaint with ID: *********We have thanked the guest for their feedback regarding our menu nutrional information and facts for our baked potatoes. We have passed the feedback along to the proper channels for review and consideration. We hope the guest will give us another chance in the future. 

   

  Thank you!
  

  ******* ******
  Guest Relations Coordinator

• Initial Complaint

  Date:10/31/2024

  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.

  Tonight is my husband’s birthday. My family of four went out to Texas Roadhouse as we always do for his birthday. I checked in online and we were seated quickly. I let the hostess and our waitress know that it is his birthday. My son really enjoys the part where they sing to his dad. A sweet waitress greeted us quickly and started taking our orders. She had a horrible cough, hoarse voice, constant sniffles and runny nose. I was immediately uncomfortable because my son has tracheobronchomalacia and is high risk for respiratory infections. I didn’t want to hurt her feelings so I tried to not worry until she wiped her nose on her hand while taking the order. When she went to the kitchen I went to the hostess desk and explained it was nothing personal but I have a high risk child and was uncomfortable having a sick waitress. I asked if we could get a new server. They sent over another server. There were flies flying around the table. It was obvious a baby had sat prior as baby food and regular food was all over the floor and seat, attracting the flies. Our food come out and my chicken wasn’t done. I cut it and took a bite, center was cool. I looked down and it’s pink and not cooked through. I had to send it back. My son had to keep swatting the flies, it ended up landing on his food. His dad actually killed it but my son is on the spectrum and was done at that point. The manager came out and took the fly (there were more alive) and said he’d bring out a replacement. It took so long by the time my chicken came my sides were cold. My chicken then looked burnt. My son’s steak came out, hour and a half after we had arrived. We ended up taking it to go. They never did come over to do the birthday portion. They didn’t adjust my check. Then after she dropped off the check she didn’t come back over. I ended up having to leave cash because she was no where to be found. As we are leaving the manager goes running to the table to check to see if we paid. Absolutely ridiculous.

  

  Business Response

  Date: 11/09/2024

  Hi there, we would like to close complaint with ID: ********. I connected with our Managing Partner of Springfield, OH and can assure that the guest's feedback has been heard and addressed in their restaurant. I let the guest know this same information, as well as sent the guest a gift certificate for her next visit, in hopes that she will give our brand another chance. 

   

  Thank you!
  

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 11/12/2024

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

  They didn’t reach out to me at all, no phone call or email. No explanation or apology. I did get a no reply email from Texas Roadhouse for a coupon for a single entree. I’d like a refund or at least a partial refund considering the circumstances. At the very least one would think a phone call would have been made to me. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/13/2024

  Hi there, we would like to close complaint with ID: ********. I personally sent this guest an e-mail on 11/9, and resent it today, 11/13, assuring the guest that we have addressed her feedback and concerns with their upper management team. We are not willing to offer a refund, however, we did offer the guest a free entree on her next visit, in hopes that she will give us another chance. 

   

  From: ******* ******
  Sent: Saturday, November 9, 2024 7:23 PM
  To: *************************** *****************************
  Subject: Texas Roadhouse Guest Relation

   

  From: ******* ****** <*********************************>
  Sent: Wednesday, November 13, 2024 1:06 PM
  To: *************************** ****************************>
  Subject: Texas Roadhouse Guest Relations

   

   

  Thank you! Have a great day.

  Customer Answer

  Date: 11/13/2024

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

  They didnt address my concerns. They didnt address the flies landing on my son's food, the undercooked chicken then burnt chicken, the time etc. They only offered a single entree which doesnt compensate me for what I paid for. 

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

• Initial Complaint

  Date:10/29/2024

  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.

  *Please note that I submitted a more detailed version of this at ****************** in the contact us section.*
  
  I am reaching out regarding a disappointing experience at the Boynton Beach, FL Texas Roadhouse on October 26, 2024.
  
  After 10 years of dining at Texas Roadhouse, I am now reconsidering future visits due to how our party of nine, including my newborn son, was treated. Upon arrival, the host cited a no-stroller policy, directing us to leave it at the entrance and suggesting an unsafe "hammock" for the car seat. Concerned for my son’s safety, I placed the car seat in the booth beside me.
  
  Three staff members, including a manager and the managing partner **** *******, approached with repeated demands to move the car seat but offered no safe alternative. Their responses were dismissive and disrespectful, with the manager even sarcastically suggesting I wasn't contributing to his profit. When I expressed my frustration, **** ******* responded condescendingly, telling me to "get out of here" if I continued to speak up.
  
  Policies aside, a more compassionate approach should be taken, especially with infants. This lack of empathy contradicts your company’s family-friendly values. I left feeling unwelcome and disrespected, and even heard employees gossiping about the situation as I exited.
  
  Ironically, we visited to celebrate a friend’s pregnancy announcement, only for her to realize she’d never bring her newborn here. We ended up dining at *******, where my son could stay safely by my side.

  

  Business Response

  Date: 10/30/2024

  Hi there, we would like to close complaint with ID: ********. The Managing Partner of our Boynton Beach, FL location attempted to reach this guest by phone yesterday evening, however, **** was only able to leave a voicemail. We're continuing to address the guest's concerns regarding seating for larger parties with children and communication during the guest's visit. We hope this guest will give us another chance, when the time is right. 

  If the guest would like to return ****'s call, he can be reached at ************, as he would like to speak with the guest about their experience directly. 

   

  Thank you!

   

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 10/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I would prefer not to speak with **** *******. Please let me know how current policies will be adjusted for infants in car seats and what measures will be implemented to ensure customer service at this location improves.
  
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 11/02/2024

  Hi there, we would like to close complaint with ID: ********. The Managing Partner of our Boynton Beach, FL location attempted to reach this guest by phone, however, **** was only able to leave a voicemail. Our Guest Relations Team, as well as ****'s upper management team are continuing to address the guest's concerns regarding seating for larger parties with children and communication during the guest's visit.

  We hope this guest will give us another chance in the future, when the time is right. 

  
  Thank you!
  
  ******* ******
  Guest Relations Coordinator

  Customer Answer

  Date: 11/04/2024

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

  The response I received from Texas Roadhouse mirrors the one I previously rejected. I still have not received any clarification on how current policies will be adjusted to accommodate infants in car seats or on the measures that will be implemented to improve customer service at this location. For these reasons, I am rejecting the response again.

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

• Initial Complaint

  Date:10/29/2024

  Type:Customer Service 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.

  During a recent visit to the Texas Roadhouse in Rome, Georgia location, I encountered a significantly disappointing experience. Our party of seven included two young children, aged 10 months and 3 years. Initially seated at a booth, we quickly realized it was unsuitable—the high chair was too far from the table, and the infant seat couldn't attach due to a metal bar underneath. We requested to be moved to a table, and this is when the situation deteriorated.
  
  The manager on duty, ******* *****, displayed visible irritation. She turned to another employee and said, “this is a f****** inconvenience,” unaware that I was standing right behind her with my 3-year-old grandson. I was appalled by her unprofessional language and attitude, merely over a request to move to a table. This occurred around 7:30 PM when the restaurant had ample available tables.
  
  Despite our server providing excellent service, this incident overshadowed our entire experience. After finishing our meal, I approached the front counter to obtain the General Manager’s name and contact information. The hostess inquired about the reason, and I explained I needed to report a manager. She asked which manager, and I described ******* as I did not know her name at that moment. A young man then intervened and promptly provided a card with ******** name on it.
  
  While discussing the incident with my husband outside, ******* came out to confront me. She asked what the issue was, and I explained it was her demeanor and inappropriate language. Instead of apologizing, she argued with me, and another manager named ***** had to instruct her to return inside. As she turned away, she remarked, “It’s probably best.” This comment appeared to be another instance of her inappropriate conduct.
  
  I immediately contacted GM ******. Unfortunately, her response did not convey a genuine concern or apology. I have requested a follow-up once the situation with ******* is resolved.

  

  Business Response

  Date: 10/30/2024

  Hi there, we would like to close complaint with ID: ********. The Managing Partner of our Rome, GA location and I have spoken with the guest in regard to her concerns. We're continuing to investigate and correct internally, and I spoke with the guest to ensure this has been addressed and resolved. We also have processed a refund for the guest's visit, which should reflect in their bank account 5-7 business days from the final processed date. 

  We hope when the time is right, that the guest gives our brand another chance. 

   

  Thank you! 

   

  ******* ******
  Guest Relations Coordinator

  Customer Answer

  Date: 10/30/2024

  
  
  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:10/21/2024

  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 called in Texas Roadhouse after a ****** hospital appointment. Ordered California chicken, fried pickles, and a rare sirloin pork chop combo for my girlfriend.
  
  By the time we got home, we saw that our steak was completely well done with burnt edges. Then come to find out THE CHICKEN WAS UNDERCOOKED IN THE MIDDLE. I was disgusted and scared I was gonna get sick but did not. The pork chop was cooked right but was missing the peppercorn gravy that comes with it. I feel this was unacceptable and we live a hour away so it makes this more frustrating.

  

  Business Response

  Date: 10/21/2024

  Hi there, we would like to close the complaint with ID: ********. The particular location the guest ordered from, Fairfield, California, is a franchise location and their concerns are handled by a separate team and company. I have sent the guest's contact information and her concerns over to them, as well as provided the guest with the phone number, should they have any further questions. Their phone number again is ************ and the company is ***** *****, they are the owners of our franchise locations.
  
  
  
  Thank you!
  
  ******* ******
  
  Guest Relations Coordinator

• Initial Complaint

  Date:10/21/2024

  Type:Billing 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 at the restaurant with another couple. We split the check and I accidentally paid for both checks on the kiosk. The waitress said the manager fixed it. 2 days later my account was still not credited. I went to the restaurant and was told it would take several days. After not receiving a credit after a week I contacted customer service. They asked me for the day, the amount, and the last 4 digits of the card I used. I still haven't received the credit. I have contacted customer service again and have not received a response. Please help

  Location of Dispute:

  **** ***** **
  ***** **************
  ************* **
  ********** ***** *****

  

  Business Response

  Date: 10/22/2024

  Hi there, we would like to close complaint with ID* ********* We were able to gather more details from the guest, partnered with the Managing Partner of our Fredericksburg, VA location to ensure that our guests have the legendary experience expected. We have submitted a refund for the guest, in the amount of $51.66, which should reflect in their account within the next few business days. We hope the guest will be willing to give us another chance in the future. 

   

  Thank you. 

   

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 10/22/2024

  
  
  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:10/16/2024

  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.

  Ordered a family meal from Texas Roadhouse in Riverview FL. It was a to go order. When I got home and took a bite into my burger that was ordered Medium Well, i found that the inside was raw hamburger meat and cold to the touch. I immediately tried contacting the restaurant via phone and social media with no luck. After my experience of being hung up on by the manager before even getting to speak to them (i heard them say in the background... "It's too busy, I don't have time for this crap") then the phone hung up. I went to email on the website contact link. I have not been contacted and it has been 2 weeks. This was a horrible experience that could have resulted in me getting very sick. We threw away the entire order one I discovered my burger in its condition. We will not be eating at this location ever again and I want a full refund.

  

  Business Response

  Date: 10/19/2024

  Hi there, we would like to close complaint with ID: ********. The Managing Partner spoke with the guest and has ensured the concerns have been addressed with his team, so that our guests have the Legendary experience expected. He processed a full refund for the guest, as well as sent the guest a dinner voucher in hopes that when the time is right, they will be willing to give us a second chance. Thank you so much!

   

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 10/21/2024

  
  
  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.