[X]
Write ReviewJump to 
1
Helpful
Votes
Votes
Texas Roadhouse Complaint - Hope your not in a hurry - Crappy Service
Crappy Service - Complaint
SHILO, ILLINOIS -- I was in a group of ten that wanted to try your new restaurant. I have been to other Taxes Roadhouse restaurants and was thrilled when you opened in the area, but I was very disappointed with our service last night - January 18th.
Understanding that we had a large group we used your call ahead option.
We called the restaurant at approximately 4:55 for a 6:00 pm arrival time. We were told that we could experience an additional wait time when we arrived. We were ok with that. At approximately 6:30, our pager/name was called and the hostess informed us it would be 5 minutes.
Again, not a problem. 5 minutes turned into 10 which turned into 20.
We approached the hostess again wanting to know what the hold-up was.
We were told the group occupying "our" table was chatting and as soon as they left we would be seated. After an additional 10 minutes - we were told the same thing. My main problem was, we informed the hostess that our group would split up in order to get us in. There were several groups of 5 that came in after us and were seated before us -- why were we not seated first when we said we would split up? When we pondered this to the hostess we were told that was "our" table and they were waiting for it to become vacant. What I don't understand was when we told the hostess we would be split up why we were not seated but rather bound to the original table assignment.
We ended up leaving without eating after waiting 1.5 hours in the store (total of 2.5 hours including phone in time). So because you wouldn't assign us a different table you lost the business of 10 people last night (18 January). I really wanted to try your restaurant and food, and I was very disappointed to go away with an empty stomach.
Understanding that we had a large group we used your call ahead option.
We called the restaurant at approximately 4:55 for a 6:00 pm arrival time. We were told that we could experience an additional wait time when we arrived. We were ok with that. At approximately 6:30, our pager/name was called and the hostess informed us it would be 5 minutes.
Again, not a problem. 5 minutes turned into 10 which turned into 20.
We approached the hostess again wanting to know what the hold-up was.
We were told the group occupying "our" table was chatting and as soon as they left we would be seated. After an additional 10 minutes - we were told the same thing. My main problem was, we informed the hostess that our group would split up in order to get us in. There were several groups of 5 that came in after us and were seated before us -- why were we not seated first when we said we would split up? When we pondered this to the hostess we were told that was "our" table and they were waiting for it to become vacant. What I don't understand was when we told the hostess we would be split up why we were not seated but rather bound to the original table assignment.
We ended up leaving without eating after waiting 1.5 hours in the store (total of 2.5 hours including phone in time). So because you wouldn't assign us a different table you lost the business of 10 people last night (18 January). I really wanted to try your restaurant and food, and I was very disappointed to go away with an empty stomach.
Comments:
Posted by shawnp80 on 2007-01-19:
Are you seriously going to count the phone in time as part of your wait time.. Thats totally ridiculous!
Posted by Aloe on 2007-01-19:
Asking to speak with a manager would of helped to resolve the problem. A
Posted by UrFriendlyPirate on 2007-01-19:
So you think your group has more importance than the others? Nobody owes you a free lunch, bub.
Posted by Justusryan on 2007-01-19:
an hour of phone time?
Posted by SloMo on 2007-01-19:
You should have gone to the bar. That time solves a long wait time.
Posted by KenPopcorn on 2007-01-19:
Texas Roadhouse is worth waiting for!
Posted by Sam Smith on 2007-01-20:
What did the manager of the store tell you? Did you even ask for a manager? Nothing like giving them a whole hour’s notice that you were coming. Next time go to White Castle. Boo Hoo
Posted by beanbagbritches on 2007-01-20:
I seriously wonder what was going on with that wait. What did the manager say?
Posted by ex employee of Texas Roadhouse in Sandy Ut. on 2009-10-06:
I Worked at Texas Roadhouse for about 2 years as the host manager and the main problem here was communication. The host should have told you earlier what was going on with your wait. Also you have to realize that If splitting you up, they did not work two parties of five in with their quote time, that is why others went before you because it would have thrown off every party of 5 for the rest of the night!!! but I hate texas roadhouse now because management treats their employees absolutely horrible. And you have to give the hostesses a break, because not only are they in charge of getting everyone sat. . they are getting yelled at all night behind the scenes and making (some nights) less then minimum wage.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
