I visited on a Friday evening with my sister and our 3 boys (2, 5 & 6). We were under separate checks. When the food arrived, I cut my steak and blood covered my plate (ordered Medium) and my butter wouldn't melt due to my sweet potato being barely warm. It took the waitress 10 minutes to come back to our table and check on us; when she did, I asked that she cook the steak a little more. She apologized that it took so long to check on us and took the plate to the kitchen. After 10 mins passed, the kids had finished eating and ready to go after being there well over an hour - I asked if she could bring them an ice cream to keep them settled, while I continued to wait on my food. She brought 3 ice creams within 5 mins - noting she was going to check on my food as it had been approx. 15 mins, entirely too long. After 20 minutes, the manager brings a new plate to my table and advised she took off an appetizer to make up for the inconvenience. NOTE: The appetizer was on my sisters check and now my steak was obviously extremely overcooked. I didn't complain and asked for a box. (I wait tables and understand some things happen)
The waitress noticed the error with the appetizer and requested her manager fix. The manager, Jennifer, came back to my table and advised she was taking 10% off my bill...totaling $2.13 (not even the cost of my tea!). I was obviously frustrated at this point and when the waitress returned, I expressed by concern.
In addition to this poor management and attention, I was also charged $6 for the ice cream I requested to keep the kids content while I waited for THEIR error.
I, in no way, requested a free meal, but the fact I was charged for something I did not eat, like, or order, was completely unacceptable. Charging me $6 for 3 scoops of ice cream is ridiculous. The "manager", Jennifer had an AWFUL attitude and needs to take a class on customer service. She clearly has no business in this role.
I have submitted 2 complaints to Corporate and have yet to receive a call back - I will NOT visit this restaurant again and will be sure to spread this experience.
Review about: Texas Roadhouse Manager.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
I liked: Waitress was nice.
I didn't like: Cold food, Bad service, Manager.