I had a very disappointing experience at Texas Roadhouse tonight. We came here for my friends 21st birthday dinner. Our server was Ana R, and the service from the moment we walked in was poor.
We arrived around 7:35 PM. The host greeted us with a straight face and didn't provide us with silverware when we were seated. Once we sat down, we ordered a Dr Pepper, two waters with lemon, and a side salad with extra croutons. When Ana returned with our drinks and salad, she forgot the lemons. She said, "Oh, I'll get the lemons," and walked away.
We then asked her for plastic silverware, a straw, bread, and the extra croutons for the salad that she had forgotten earlier. She left and went to attend to another table but never brought the lemons, silverware, straws, or croutons.
By 7:55 PM, she came back to take our food order, yet we still had no lemons, no silverware, and no croutons despite already asking multiple times. I also specifically requested that my Caesar salad come out with the rest of my tables meal.
About 10 minutes later, the Caesar salad arrived separately and we still had no lemons, silverware, or croutons, even though she had walked by our table several times.
At that point we asked for a manager. James, the manager, came over. We explained that we still hadn't received basic items like lemons, silverware, or croutons. Surprisingly, there was no apology or real concern. Since the salad had been sitting there and became soggy and we still had no way to eat it, we asked for it to be sent back.
While speaking to the table next to us on how their service was, Ana brought our food out and while serving us our food made a smart remark. She and I quote said "Hope they aren't talking shit about me" to us referring to the table across from us that we were speaking to. Which made us uncomfortable and seemed like a passive aggressive remark to my table since James spoke to her and she seemed upset with the feedback we gave about her service.
Around 8:16 PM, after about 25 minutes of barely being attended to, Ana finally brought our food. Unfortunately, when I looked at my Caesar salad, there was a curly hair in it, I have straight hair. I had to sent the salad back again.
The only response we received was that "it would be taken off the bill." There was no manager follow-up, no apology, and no attempt to fix the situation.
To make things worse, after we had only been eating for about 10 minutes, Ana immediately asked if we wanted togo boxes, which made us feel rushed out.
While talking to the tables next to us, they mentioned that Ana had been very attentive to them, which made the experience feel even more frustrating because our table was clearly being neglected.
Overall, this was one of the worst dining experiences I've had. Basic service requests were ignored, food quality was unacceptable (a hair in the salad), and there was little to no accountability from staff or management.
Very disappointed. Won't recommend this location. So much for Texas Roadhouse motto "I love my job". Cause clearly you don't. Ana R read more