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:09/09/2024

  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.

  One of the three items I ordered was missing its second side order of fries. I paid for an item that I did not receive.
  
  I contacted Texas Roadhouse via their website form regarding this missing
  side order. They will not reply back to me. This is a repeating issue with Texas Roadhouse, they ignore contacts and also leave out items in an order.
  
  Texas Roadhouse
  524 Sawmill Road
  West Haven, CT 06516 ***** ******* *****************
  
  I am requesting a credit back to my credit card in the amount of $3.75. The
  price for one side order of fries+tax (7.35% CT restaurant tax).

  

  Business Response

  Date: 09/10/2024

  Hi there, we can close this BBB concern. The West Haven, CT has tried reaching out since 9/7 and every time the call goes straight to voicemail so they were unable to speak with the guest directly. I also attempted to call the guest at 6:18pm EST  today and was immediately sent to voicemail and left a message asking him to follow up and provided a reference number for him. His refund request for $3.75 has been submitted and he should see the funds return to his account within 5-7 business days. 

  Customer Answer

  Date: 09/11/2024

  
  
  Better Business Bureau:
  
  
  
  I am hard to reach via phone during the day because of my work schedule and only access to internet at the office. I will be checking my credit card statement for the credit and will contact you or the BBB again if there is an issue. 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:08/28/2024

  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 placed an order on 8-25 which I immediately canceled but was still charged. Order was *****************. I am still in need of a refund

  

  Business Response

  Date: 09/03/2024

  Hi there, we would like to close the complaint with ID: ********. The upper management team of our St. Cloud, MN location submitted a refund for this guest on Sunday, Sept. 1st. We expect the refund to be processed and reflect within the guest's bank account in the next 7 business days. Thank you!

   

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

  Guest Relations Coordinator

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair 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 came in and ordered a country fried sirloin after not ordering one before. I tried one bite and was very disappointed. It tasted like greasy, fried batter and nothing like meat. I took one bite and didn't eat any more of it. My server came back to the table at the end of the meal, offering boxes but not asking how the food was. She then told us how to pay and walk away. Previous experiences I’ve had here the server will ask how the food is but I wasn’t treated that way so I felt uncomfortable attempting to call them back over to share the issue. I was really disappointed because this was for my birthday meal and I wasn’t treated like a respected customer.

  

  Business Response

  Date: 08/24/2024

  Hi there, we would like to close the complaint with ID: ********. We have partnered with their Managing Partner and are continuing to address the guest's concerns to ensure each guest has the legendary experience expected. Their Managing Partner reached out to the guest, as well as sent the guest two gift certificates for her to come back and hopefully give us a second chance. 

   

  Thank you! 

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

  Guest Relations Coordinator

  Customer Answer

  Date: 08/27/2024

  
  
  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.
  
  
  
  
  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:08/20/2024

  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.

  I visited the Texas Roadhouse in Waukesha yesterday and it was horrible. I ordered a medium well steak and they gave me a bloody disgusting looking steak. They also have moved away from giving you A1 they bring you an empty cup of sauce. One was so watery she said it may have been mistaken for auju sauce. The waiter was clueless and told me it was A1 just an overall bad experience.

  

  Business Response

  Date: 08/27/2024

  Hi there, we would like to close complaint with ID: ********. Myself and our Managing Partner of Waukesha, WI have tried to reach the guest unsuccessfully. The Managing Partner reached out to the guest on 8/23, and I reached out to the guest on 8/24, and haven't heard back as of 8/27. If the guest would like to discuss his concerns further, he can reach Managing Partner ****** at ************ or he can reach myself at ************. 

   

  Thank you!

   

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

  Guest Relations Coordinator

  Customer Answer

  Date: 08/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I spoke with ****** who was very nonchalant and uncaring.  He never addressed the pictures of the bloody disgusting steak nor about my concerns. He did however address the steak sauce issue.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/15/2024

  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 was overcharged , the early dine in special was 13.99 for steak and 2 sides and they charged me extra for the sides and didn’t include them. This is fraud and stealing

  

  Business Response

  Date: 08/19/2024

  We can close this BBB concern. The manager of the East Meadow location reached out to the guest and spoke with him about his concerns. The manager offered him a coupon for the next time they came in. After speaking with the guest today I sent the $30 coupon to his email. 

  Thank you, 

  *********

• Initial Complaint

  Date:08/13/2024

  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.

  This happened quite a while ago, about a year and a half ago when I still worked there, I didn't think much of it at the time but I do remember this business requiring us to use out last 4 digits of our own SSN as a pin code. Not only is that risky but that poses a big security risk for an individuals well being, I'm writing this as a concerned person for others employed at this business, I implore you to look into this suspicious practice.(I'm also not sure if this is the right place to put this). I don't have any evidence, only my own memories of that place, I know there may not be anything you can do but please at least check it out.

  

  Business Response

  Date: 08/13/2024

  Hi there, 

  We would like to close the complaint with ID: ********* While using the last 4 digits of your social security number is not uncommon, or exclusive to Texas Roadhouse, we have addressed these concerns with the proper teams. If the former employee would like to provide more information, we would recommend they call ************* which is our Ethics Point hotline, and they would be happy to take any additional feedback. 

   

  Thank you! 

  Customer Answer

  Date: 08/14/2024

  
  
  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:08/12/2024

  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.

  I ORDERED TWO TAKEOUTS ONLINE MY PICK UP TIME WAS FOR 12 NOON I GOT THERE AT 11;55 A.M. I DID NOT GET MY ORDER UNTIL 12;20 P.M. I ONLY HAVE 30 MUNUTES WHEN I GOT BACK TO WORK I DID NOT HAVE TIME TO EAT MY LUNCH AND ALSO MY WAS NOT ALL THE WAY CORRECT WHAT IS THE NEED TO PUT A PICK UP TIME ON LINE WHEN THE ORDER IS NOT READY WHEN YOU GET THERE

  

  Business Response

  Date: 08/18/2024

  Hi there, we would like to close complaint with ID: ********. We are continuing to work with our Savannah, GA upper management team to ensure we're providing the legendary service and food expected. We have also communicated and sent the guest a gift certificate for her next visit, in hopes that she would be willing to give us a second chance. 

   

  Thank you!

   

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

  Guest Relations Coordinator

• Initial Complaint

  Date:08/07/2024

  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.

  I have been communicating with ****** *******, an adjuster, for TRH since April. She has been a poor representation of this company as a whole. I was injured at TRH in Baltimore MD and this employee has done nothing but mock, blame and be condescending to me. I had eaten a pebble at the location and has caused me to have 2 different dental procedures. I have experienced pain and discomfort, and TRH/****** ******* has made a bad situation even worse. I have tried to communicate with a higher up multiple times and have asked for a new adjuster multiple times, since May and have been denied each time. This has caused me even more emotional stress. I would liek to speak to someone and make a formal complaint regarding ****** *******s behaviors and gas lighting.

  

  Business Response

  Date: 08/17/2024

  Hi there, we would like to close complaint with ID: ********. We have forwarded the guest's feedback over to our Senior Risk Manager for further review and ensure this is addressed. We recommend the guest give Risk a call at ************ if she has any further concerns or would like to discuss further with our Senior Risk Manager. 

   

  Thank you! 

   

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

  Guest Relations Coordinator

   

   

   

  Customer Answer

  Date: 08/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: until it is fully resolved, I will not be accepting this decision to close the case.  Once the issue is resolved, I will not reject the decision. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 09/01/2024

  Hi there, we would like to close complaint with ID: ********. With our Risk Department being an entirely different department, there is no further action that Guest Relations can take on our end. We have sent a follow up e-mail to our Risk Senior Manager, alerting her of the situation and concerns. If the guest would like to discuss further, we ask that she give our Risk Department a call at ************. Again, Guest Relations is unable to assist further. 

   

  Thank you!

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

  Guest Relations Coordinator

  Customer Answer

  Date: 09/03/2024

  
  
  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:08/05/2024

  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.

  I took my family to Texas Roadhouse on college dr. on July 26th it was on a Friday night . We eat there on a regular basis we enjoy the food and atmosphere. We were there enjoying our food and one of the employees walked by a couple of times trying to intimidate my daughter, the employees friends and my daughter had prior issues with each other but after we finished our meal and was leaving out the employee had some choice words for my daughter and not only that, she also came outside behind us as we were heading to our car. The whole experience was very stressful and very unpleasant. My wife went back in and spoke with the manager and we spoke with the management again a few days later but they haven’t responded yet to tell us how the issue is being resolved.

  

  Business Response

  Date: 08/11/2024

  Hi there, we would like to close the complaint with ID: ********. We were able to speak with the Managing Partner of our Suffolk location and fully investigated this claim, which was handled internally, and legally we are unable to disclose any details of this to our guest. While we cannot disclose the details, I assured the guest that this has been addressed and welcomed his family back with a gift certificate for their next visit. 

   

  Thank you! 
  
  Marriah Romano

  Guest Relations Coordinator

  Customer Answer

  Date: 08/12/2024

  
  
  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,
  
  
  
  Dangelo Fletcher
  

  
  

  ***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:08/05/2024

  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.

  My wife and I went to Texas Roadhouse in Bradley, IL for dinner on 8/2/24. We checked in at the hostess stand and the manager took my name and number. We were told there would be a 20-25 minute wait, which we accepted. After waiting 35 minutes I went to the hostess to check on the status of our table. The manager at the stand said she “messed up” and didn’t put me on the list. The manager stated there are a couple tables being cleaned and they will take us back shortly. My wife and I waited for another 25 minutes watching the crew take back numerous parties who arrived long after we did. No one ever called us to give us a table, even after speaking with the manager. After waiting over an hour with no help from the crew, my wife and I left the location and did not dine at Texas Roadhouse. This terrible customer service upsets us and we will no longer frequent Texas Roadhouse if this is how poorly they treat their customers.

  

  Business Response

  Date: 08/06/2024

  Hi there, we would like to close the complaint with ID: ********. The guest reached out to us through our website on the evening of 8/2/2024, and the manager at our Bradley, IL Texas Roadhouse attempted to reach the guest via phone at 1:45pm 8/3, but left a voicemail. The manager also sent the guest a $50 gift certificate for his next visit, in hopes that he and his wife would be willing to give us a second chance. 
  Thank you!

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

  Customer Answer

  Date: 08/06/2024

  
  
  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.