Texas Roadhouse

We were seated approximately 5:00 pm on July 26th. 7 of us and 3 were children. My grandson needed to go to restroom. The floor was so wet and nasty rom urine was hard for him to go but the stall was not very bad. We immediately told 2 employees. Manager later came to our table we told her everything was good but restroom was horrible. We left approximately 6 and I went back in before leaving and restroom had received no attention at all. I asked to speak with manager again. Explained to her everything was great but someone was going to get hurt in the restroom. She showed no concern so I left. We love Texas Roadhouse but will pass on going to the one in Temple Tx in the future. Thank you. Frank Williams

On 7/16/23 around 5PM, me and my fiancé visit this location at a minimum of once per month. Our favorite meal to order is ft worth ribeye and we always split it. On many occasions we order and they split our steak before it comes to the table because he likes well done and like medium… sometimes the server will tell us it’s easier just to order medium and then send back the half to be cooked well done. On this day we ordered half well done and the other half medium as usual. When the steak came it it was well done. The manager came over and told us it’s hard to accommodate that request and we understood and I told her we visit frequently and never had this much of a problem. After she told me I’m more then welcome to order another steak off the menu or another cut and we will be charged for two steaks because she can’t just fix one half, so give back both plates because we had already split the steak. So of course when I she said she was going to charge me for two steaks if we didn’t send back both I was not happy and asked why wouldn’t someone just come tell us or question which to way to cook the steak. Now my son is eating alone and our sides didn’t not come out with the steak either. She did her management duties and stayed calm even though I was obviously annoyed with the situation. The next steak came out. Split on two different plates and both were cooked well done. It took her a while to come back to our table to address the problem. Mean while our waitress had not come back to our table so we have no drinks and my son is done eating. And again she tells me I have to take back the whole steak even though one of them wasn’t cooked correctly. I did say, I understood the first time but you’re telling me my fiancé can’t at least eat his food because y’all messed up again. The manager smile and said yes I’m just right to make you happy and that’s how it has to be if you want your steak cooked the way you want it because you can’t have two different steaks on the table and me not charge you for another steak. The third steak comes out and mine is cooked rare. Not medium, over an hour later and a waste of food. I am over it, then I noticed that the cut of meat was smaller and I told her excuse this is a smaller cut of meat and she she no ma’am that is your 12 oz and I said no ma’am this is smaller. She just asked me if there was anything else she could do for me. To make me happy. I asked her for a box and our ticket. She went herself to print off our ticket and when she brought it to me. I looked at it quickly and asked her, how many ounces did you say this steak was? And she repeated that’s the your 12 oz steak you ordered. Again holding my anger in with her dismissive, I really don’t care to really please you attitude, with a smile. I said like I told you earlier this cut was smaller then what I ordered and my ticket has a 16 oz steak that I ordered charge on it. Then all she said oh. I will fix that so I will charge you for a 12 oz. Anything else, I looked at her and told her point blank. Being a manger is hard, especially dealing with people who are upset but as a manger you do nothing to change the situation. And I asked if she thought she did a good job and she yes I did. I did reply maybe you need to go to more classes on being a manger and she said she would take that into consideration….. of course throughout the ordeal there were other conversations… roadhouse is our favorite place to eat. I never touched my steak but I took it because I paid for it, I went home to cook it a little more, so it wouldn’t be a waste. I’ve heard other people talk about this manager and I used to be able to say. We really don’t have problems when we go there. But I was so disappointed and when we walked out she did smile and said thank you for coming. I did the same as I left. I work so much, that when I am coming to my favorite restaurant, that I don’t have to cook or clean it’s a treat. But at one point I the way this manger responded she didn’t care about our experience at all. But she did perform all things taught to deal with a complaint except actually fixing it with the empathy to make our meal/experience good. She smiled but my son sat there after eating his food over an hour while me and my fiancé just sat there with empty glasses. I’m sure I could had handled my end differently but I couldn’t believe there was no concern about how our dinner for the night was going. At the point I asked for her name and she came back with her business card and her bosses. With the demeanor of I’m untouchable attitude, was when I wanted to just get up and leave but I wanted my son to at least eat. Especially since I hadn’t gotten to see him for a few weeks. At the end of the whole thing, even after I kept telling her we always share this plate. She never told us the best way to order it or to handle it for next time so this never happened again