Complaints
This profile includes complaints for Texas Roadhouse's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 233 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:08/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
see Attached document
Business Response
Date: 08/10/2024
Hi there, we would like to close the complaint with ID: ********. The guest reached out to us via our contact form on 6/17/2024 regarding this incident. We have followed up with the Managing Partner of our Salisbury location to ensure this is continuing to be addressed. At that time, we also sent the guest a gift certificate to her e-mail address, in hopes that she would be willing to give us a second chance. I have also resent this coupon if she didn't receive it initially. My partner ********* tried to call this guest on 8/8, however, there was an automated message that picked up stating "your call cannot be completed at this time". ********* sent the guest an e-mail, also on 8/8, asking her to give us a call to speak about her experience and we haven't heard from the guest.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 08/23/2024
Complaint: ********
Customer states that he has not received the gift certificate/card via email. The customer requests that it be sent to his mailing address that's listed on the complaint.Business Response
Date: 08/24/2024
Hi there,
Please close complaint with ID: ********. We have mailed the guest a gift certificate to their mailing address listed. Thank you!
Customer Answer
Date: 09/09/2024
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. Customer received gift card.
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:07/30/2024
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 7/28/24 at 5:30I made an online order to be ready at 6:15. We were there at 6:10 went to the window and pressed the button, my husband did and he was told they were waiting on the chicken. Ten minutes later they said waiting on the chicken, ten minutes later they say waiting on chicken. We saw numerous people come and go I was frustrated so I went to the window and they said just waiting on green beans so I asked why are we waiting on green beans when my husband has been told for the last 20 minutes that we were waiting on the chicken I’m not understanding they were apologetic and I said I don’t want an apology. I want to speak to the manager, the manager came over and said I saw your order. We’re just waiting on the sides will be with you shortly and I said to her we were told 20 minutes ago that we were waiting on the chicken now all of a sudden it’s the green beans. I’m not understanding. She replied. We’re running low on green beans so it’s gonna take a few minutes and I was the rest of the order done and she said yes so I said oh so then my food will be cold , she said she would give me fresh food first one was warm. The other one was half cooked and cold so I don’t think this was appropriate. There was another customer they’re waiting 30 minutes for biscuits because they said it takes 30 minutes for them to make them not understanding I don’t think they would be inside telling the customers you have to wait 30 minutes for biscuits or we’re running low on green beans so give us a moment that doesn’t make any sense , my husband and I we have over 300 gift certificates because everyone knows that we like it online like I don’t appreciate it is very unsatisfactoryBusiness Response
Date: 08/08/2024
Hi there, we would like to close complaint with ID: ********. We were able to partner with the upper management team of Brooksville regarding the guests concerns and ensuring that this has been addressed and corrected. I was unable to reach the guest via phone as their submission is missing a digit, however, I have communicated with the guest via e-mail, letting Elsie know that we have sent her a $60 gift certificate for her next visit, in hopes that she would be willing to give our brand another chance.
Thank you!
******* ******Guest Relations Coordinator
Initial Complaint
Date:07/24/2024
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 ordered from the horseheads, NY location on July 19. I arrived exactly on time to pick up my order and went inside and was told it’d be about another 5 minutes and they’d bring it out to my car. 20 minutes later I still have had no one come to my car and so I go back in and they said that one item in the order is still not finished and not sure how much longer it will be. So why would you tell me it’d be 5 more minutes? Was I expected to wait out in my car for even longer? I said just to give me what they had ready because I shouldn’t still be here 30 minutes later, and after waiting this long and being treated terribly I still didn’t get my fully complete order. I filled out their online complaint form and was ignored and no refund has been processed for this abysmal experience.Business Response
Date: 07/27/2024
Hi there, we would like to close the complaint with ID* ********* The Managing Partner of Horseheads, NY reached out to the guest directly via phone and was unable to reach him; however, he did leave a message asking to talk with him about his visit. We have submitted a refund which should process on Monday and reflect in the guest's account a business day or two after that. We are continuing to partner with the restaurant to ensure that our guests have the legendary experience expected. If the guest would like to return Managing Partner ****** phone call, he could do so by calling him directly at *************
Thank you!
******* ******Guest Relations Coordinator
Initial Complaint
Date:07/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HI, my order was missing the double order of greens, I got two orders of fries instead. I am requesting a store credit of an appetizer or sides as a replacement to my Texas Roadhouse account.Business Response
Date: 07/24/2024
Hi there, we would like to close complaint with ID: ********. We were able to partner with the store to ensure this is addressed and corrected with their Managing Partner. Their manager also sent the guest a gift certificate for his next visit. We hope to serve him again soon!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 07/25/2024
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:07/23/2024
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 am writing to express my disappointment in the time frame it took to receive my order first the bread was not done in the middle second she did not indicate that the baked potato had salt on the skin. i ordered buffalo wings they were soggy and tasted as if they had been sitting in a shrimp basket that order was taken back I ordered salad with grilled chicken. It took at least 25 minutes before we were served the waiter kept coming to the table and saying it's coming I called the manager over and she stated that they had to grill some chicken in order to serve it to me. my question did she have to go to the store and purchase new chicken and grill It should not have taken 25 minutes for the dishBusiness Response
Date: 07/29/2024
Hi there, we would like to close the complaint with ID: ********. I have e-mailed this guest twice, once on 7/24 and again on 7/27, as well as called the phone number provided today, 7/29, and have been unsuccessful in speaking to the guest. I left a detailed voicemail for the guest letting her know her Guest Relations case number, our phone number, and my name to ask for when she is ready to talk with us about her experience.
Thank you!
******* *****o
Guest Relations Coordinator
Initial Complaint
Date:07/12/2024
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.
Was my 25 anniverity my wife and i decided to go to her favorite restaurant The Texas Roadhouse. It was really busy so we had to wait 45 min. to get in was there like 5:30 but was not seated untill after 6.I Talk to the lady at the dest at check in that if we are not going to seat after 6 i was there for the early before 6 dinner i will have to go somewere else. She assured me that would not happen but it did. The food was top notch as always service great but i was not right to be charged for the after 6 price. I am a senior living on ss. so it was important to me and i was not going to make a seen on my anniveritry. When i question him he said i used a free appetizer e-mail that they sent me for my anniverity he could not give both discounts. I told him he should of topld me this a head of time so i could keep it for a time i come after 6.This to me just was not right.Business Response
Date: 07/15/2024
Hi there,
We would like to close the complaint with ID: ********. The Managing Partner of our Garland, Texas location has reached out to this guest directly and were able to resolve with the guest. The Managing Partner also sent the guest a dinner voucher for her next visit.
Thank you!
******* ******
Guest Relations CoordinatorInitial Complaint
Date:07/10/2024
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 July 9th I ordered Take out from Texas Road House. The amount we paid for the food was 40.76. When we got home the food was cold and soggy. I had ordered a salad and they completely forgot to include the dressing for the salad. They also did not include the extra side of ranch that we asked for.Business Response
Date: 07/15/2024
Hi there, we would like to close complaint with ID: ********. The upper management team of our Kileen, Texas location has reached out to this guest directly, and they were able to address her concerns internally, as well as offer her a $30 dinner voucher for next time, sent to her e-mail address.
Thank you!
******* ******
Guest Relations Coordinator
Initial Complaint
Date:07/10/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/5/2024 I ordered the Country Fried Sirloin. I asked for the sweet potato. The cashier asked me if I wanted it loaded. I asked her if it came with the Country Fried Sirloin meal and she responded yes. I told her that I didn't want to pay anything extra. When I received my receipt the total looked higher than normal. I asked the other cashier what I paid for and she told me an extra $1.29 for the loaded sweet potato. I informed her that I was told that didn't cost extra. My complaint is that the initial cashier was deceptive in offering me an upsell to the loaded sweet potato. I want a refund of $1.29.Customer Answer
Date: 07/12/2024
Better Business Bureau:Hi, please close this case. This matter has been resolved,Thank you,******* ********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:07/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my deep disappointment and disgust regarding a recent dining experience at Texas Road House. On June 27th, I visited the Indian Harbour beach location in Melbourne Fl, and was served a to-go caesar salad that contained a dead bug inside.
As a long-time customer, I have always appreciated the quality of food and service at Texas Roadhouse. However, this experience was extremely distressing and far below the standards I have come to expect from the restaurant. Discovering a dead bug in my food was not only unappetizing but also highly concerning from a hygiene and food safety perspective.
I urge you to take immediate action to address this serious issue. Ensuring that such incidents do not occur again is crucial for maintaining customer trust and satisfaction.
Thank you for your prompt attention to this matter. I look forward to your response.
Sincerely,
******* ********
Phone #: **********
Email: **********************Business Response
Date: 07/01/2024
Hi there, we would like to close the complaint with ID: ********. The guest reached out to us on 6/28/2024 and the manager of our Melbourne, Florida location called the guest on 6/29/2024 and sent the guest a gift certificate for her next visit, in hopes she would be willing to give us another chance. We are continuing to address the concerns in this complaint with their Managing Partner to ensure all guests have the legendary food and service expected.
Thank you!
******* ******
Guest Relations Coordinator
Customer Answer
Date: 07/01/2024
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:07/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My granddaughter and myself went to eat last night 6-29-24 first thing it was so hot in the restaurant we placed our order I ordered the 12 oz ribeye & ribs cooked medium my granddaughter ordered same cooked well done when we received our order my steak was so black on top and so well done it was burned up I thought maybe it was my granddaughters no it was not and it had so much black stuff on top she couldn’t eat it anyways so they cooked me another one while waiting on it I’m eating my potato and I wanted some butter for it I didn’t get any so I moved my potato over to have room for my steak that I’m still waiting on and there is a fly crawling around on my plate it had been under my potato the entire time I ask for the manager and told them just take the plate out of my face by then neither of us wanted to eat anything else manager ask me what could he do to help the situation and told me that their air had been out and they had opened the doors and a lot of flys came in well I told him that I felt like I shouldn’t have to pay for either one of us I mean when my granddaughter seen that in my plate she didn’t want to eat her meal either he told me that he could only take mine off I explained to him but he was very rude and didn’t care this was the Texas Roadhouse in Durham ncBusiness Response
Date: 07/03/2024
Hi there, we would like to close complaint with ID: ********* The manager of our Durham, NC location has reached out to the guest via e-mail to follow up regarding her experience. We were not able to reach out to the guest via phone due to the phone number missing a digit. If the guest would like to speak with the management team at Durham, please have her give them a call at ************* or she can reach out to Guest Relations with any questions at *************
Thank you and have a great day!
******* ******
Guest Relations Coordinator
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