1 /5 Terrence M: I have been a loyal Texas Roadhouse customer for over 20 years, regularly dining at locations in both New York and Indiana. Unfortunately, this visit was a stark departure from the level of service and consistency I have come to expect from Texas Roadhouse.
This was my third visit to this specific location in one week, just before flying back home to Indiana, and it also happened to be my birthday. Regrettably, the experience was extremely disappointing from start to finish.
Upon arrival, my family of three requested a booth due to my parents’ chronic back issues. Despite booths being visibly available, we were seated at a small table in the back. When I inquired about an open booth nearby, I was told it was being held for a “large party.” That table ultimately seated a party of two. Additionally, the usual black napkin used to hold silverware was replaced with white napkins, and for the third time this week at this location, our bread arrived without butter.
Because of my parents’ discomfort, I spoke with a manager, who promptly relocated us to a booth—something that could have been handled correctly from the beginning.
Our server, Erin, appeared visibly frustrated that we had moved approximately ten feet to a booth. She sighed, mumbled under her breath, and displayed clear annoyance when taking our drink order, including rolling her eyes as she walked away. Drinks took nearly ten minutes to arrive, and my soda was flat. When I politely asked for a replacement, she audibly sighed again.
When placing our food order, Erin continued to show irritation through gestures and tone. I ordered salmon and asked that it be cooked lightly. She responded sharply with “What did you say?” After I calmly repeated myself, she interrupted me mid-sentence with “Okay, I heard you.” When I requested my drink be served with the meal, she raised her voice and stated, “You’ll have to remind me, because I always forget.” Forgetfulness is not a reassuring quality in a server, especially when stated so bluntly.
Despite it being a slow Sunday evening, our food took approximately 45 minutes to arrive. The salmon was dry and overcooked, and the drink I specifically requested with the meal never came. After waiting an additional 20 minutes, I flagged down another server—who promptly and courteously brought my drink within a minute. Unfortunately, I did not catch his name, but his professionalism stood in sharp contrast to the rest of the experience.
To cap off the evening, Erin returned to the table and began an unsolicited rant about how she feels unwelcome in the state of Pennsylvania and how poorly she believes this establishment treats her. My family and I were clearly uncomfortable and simply nodded awkwardly as the conversation continued, unsure how to respond. This interaction was inappropriate, unprofessional, and not something guests should be subjected to during a dining experience.
As someone who has dined at many Texas Roadhouse locations over the years, I feel confident stating that Erin’s overall performance was not befitting of the standards expected of a Texas Roadhouse server. My family and I paid the check and left feeling disappointed.
I have always associated Texas Roadhouse with friendly service, consistency, and a welcoming atmosphere. This experience was glaringly different and has made me question returning—not just to this location, but to the brand as a whole. I sincerely hope this feedback is taken seriously, as it reflects a breakdown in service standards that long-time customers should not have to encounter.
