Worst experience ever
My wife and I took 5 clients for dinner at 4pm on Saturday, March 22, 2025.
First, they brought my wife and I 2 prime ribs when we ordered 2 12oz ribeyes, both medium rare. We sent them back since they were wrong and waited over 30 minutes for the correct steaks. After 20 minutes of waiting, the manager, Rebecca, came by saying that it should be soon and gave a weak apology. I expressed my concern and she reacted extremely unprofessional, trying to stoke the fire of our understandable frustration. Meanwhile, everyone else was finished eating when the 2 ribeyes finally arrived. Rebecca brought them, but didn't even wait to see if they were cooked properly. Mine ended up medium-well which wasn't correct. She said they'd remove the dinners from the bill, so I just stomached what was before me instead of waiting another 40 minutes for a properly cooked steak. Then, Rebecca leaves everything on Alexa's shoulders (the server) instead of addressing things herself. We get the bill and they removed one steak and wanted me to pay the rest. I expressed my frustration once again to a different manager, Alexis, that brought a new bill that subtracted one ribeye and the appetizer (onion). I told her that we were told by Rebecca that the 2 dinners were going to be comped, but instead they removed the appetizer since it was the cheapest item other than a ribeye. I then said that if this was the case, I would have sent my ribeye back since it was over cooked. Alexis told me that she could get me another ribeye that I could take home, but couldn't remove the second one from the bill. What gets me is this, what is the difference between subtracting the other ribeye than to give me an entire steak to take home? Management is highly inept at this location, and it is going to be a great while before I step foot in another Texas Roadhouse. This was most frustrating and embarrassing considering that I was there with others for business. 2.5 hours wasted, mediocre food, and two managers that have no right being one. They continued to dump it on the server (Alexa) who was not at fault. The manager, either one, should have immediately taken the original plates to the kitchen and ordered the proper ribeyes for a priority cook. Instead, we waited nearly 40 minutes longer for the correct but incorrectly cooked steaks. The only positive was that the onion was good, and the server, Alexa, was exceptional (especially for how both managers failed to do their jobs and tried to put everything on Alexa). My entire drive home, and even now, I'm still upset. Especially with the attitudes of both managers. They do not deserve to be in customer service, especially with their rude behavior (rolling eyes, sighs, and acting like we were trying to complain simply for a few meal. Highly unacceptable read more