Complaints

This profile includes complaints for Texas Roadhouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Texas Roadhouse

  6040 Dutchmans Ln Louisville, KY 40205-3305

  
• 

  Texas Roadhouse

  207 Commerce Dr Elizabethtown, KY 42701-1285

  
• 

  Texas Roadhouse

  4406 Dixie Hwy Louisville, KY 40216-2822

  
• 

  Texas Roadhouse Everett

  31 Mystic View Rd Everett, MA 02149

• 

  Texas Roadhouse

  1560 Osgood Dr Altoona, PA 16602

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Saturday I had a really bad experience with the location in Fresno California. I waited for my meal for 25 minutes and was given the wrong meal then I had waited for another 20 minutes and my meal never showed up. I asked for a manager and no manager came to the table. I got up to leave due to the service and not getting my meal Timely. I literally wasted an hour of my time getting no meal or nowhere with the company. I spoke to a manager named ***** afterwards prior to leaving and she had no courtesy or empathy for what had just happened. I have requested a call backs from district manager and the restaurant manager. I have not received any calls

  

  Business Response

  Date: 04/04/2025

  Hi there, we would like to close the complaint with ID: ********. We have spoken with this guest on 4/3 and again on 4/4 in regard to her concern. We did assure the guest that this issue was addressed and handled internally with our Fresno, CA Team. We apologized for her visit and for not receiving follow up from Guest Relations sooner. While we're unwilling to offer compensation due to the nature of the concern, we assured the guest that this information has been communicated appropriately, and our guests should receive the legendary food and service as expected. We sincerely hope the guest will give our brand another chance in the future.

  Thank you! 

   

   

  *******

  Guest Relations Coordinator

  Customer Answer

  Date: 04/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  The company has not properly addressed my concern nor did a manager call me
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday evening (3.21.25) approximately 645 PM my son (10 years old) and I ate at Texas Roadhouse. A waiter that was not ours walked by shaking a bottle of steak sauce which caused the cap to fly off and hit my son in the head. I asked what was wrong as his eyes begin to tear up he said someone threw something at him at that time a neighboring lady at a table said he’s got sauce all over his hair and the back of his Polo shirt. She pointed at the waiter who done this and he said would you like me to get you a napkin? A napkin for steak sauce?? It was so rude. I asked to speak to a manager. I said what are we going to do about this I need something to clean him up a wet rag that’s clean anything by this time the same lady that was eating stopped what she was doing and came over and got my son cleaned up best she could meanwhile the first manager I talked to came back and said yeah I took $5 off his meal. I then got upset and I said I didn’t ask for money off my meal where is your boss at .. still no apology from anyone! The last manager came over we had a discussion and he gave an apology to my son. And a little gift card which was thoughtful. But it was very embarrassing and the manager I first talked to was terrible right along with the waiter! I am not happy my son was very embarrassed and does not want to ever go back to his favorite restaurant because of this.

  

  Business Response

  Date: 03/26/2025

  Hi there, we would like to close complaint with ID: 23102851. We have addressed the concerns with the proper teams, including their Managing Partner, to ensure our guests are having the legendary experience expected. I was able to confirm this information with the guest as well. Thank you.

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/27/2025 I placed an order online. The total amount of the meal was $21.98 I had a discount coupon code in the amount of $20.00 The discount of $20.00 failed to go through on the online portal. I went inside and they said they would credit my card in the amount of $19.49 (I have this receipt as proof). They lied and did not credit my card. I went back to the store on 3/3/25 and spoke to ***** ( A manager) and she said ****** (Another manager) would call me and take care of it. ****** never called me or credited my card !!!!

  

  Business Response

  Date: 03/11/2025

  Hi there, we would like to close complaint with ID: ********. We spoke with this guest on 3/6/2025 and verified the receipt information ourselves to submit a refund request. I received notification from Treasury that the refund was successful and processed on 3/7/2025. This refund should reflect in the guest's account in the next few business days, if it hasn't arrived already.

   

  Thank you!

  ******* ******

  Customer Answer

  Date: 03/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered carryout from Texas Roadhouse online in Springfield, Illinois on February 23rd 2025. I paid $40.57. The food was inedible, and I threw it away. The ribs were burned, so it was impossible to eat. I filed a complaint with the company requesting a refund. Their manager emailed me to ask what was wrong, and what I had ordered, something I had already told the company. I replied with details. Next, I received a thirty dollar coupon by email from an account I couldn't reply to. I don't want the coupon, I requested a full refund for the food I ordered. I lost $40.57, I want my $40.57 back, and I no longer wish to have anything to do with Texas Roadhouse. Management did not respond when I contacted them asking for the refund. Thank you.

  

  Business Response

  Date: 03/11/2025

  Hi there, we would like to close complaint with ID: ********. The manager of our Springfield, IL location reached out to this guest via phone but was unable to reach them and left a detailed voicemail, leaving their personal phone number for any further questions or follow up. The manager has also submitted a refund as of 3/5, which should've been processed by now, and should reflect in the guest's account in a few business days if it hasn't already. 

  We hope this guest will give us a second chance. 

   

  Thank you! 

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Bone-In Ribeye which is priced at $29.99 and requested that it was well done with a side of mashed potatoes. This was a pick up order, after driving away 20 minutes to eat what I thought would be dinner for the evening, I got home to see that the steak was not well done at all. The whole entire steak was pink and they failed to pack the side of mashed potatoes. I called to get some kind of resolution, I sat on hold for 10 minutes thinking I was going to speak to a manager just for that same team member to get back on the line, at a complete loss as to why I was still on the line waiting, she then placed me back on hold for me to talk to a different team member who then stated she would talk to a manager. After about 10 minutes, that first team member who initially answered my call got on the line, completely forgot about my missing side to only explain that the steak will be pink along the bone to prevent from buring as if I can’t differentiate from a steak being well done or pink, when the steak was in fact pink, not even medium well done. All I was offered was a $20.00 voucher that wouldn’t even cover the price of the meal that I was ordered, which is highly rude, because once again, I drove across town for this meal that was my dinner and the restaurant couldn’t even make up for their entire mistake.

  

  Business Response

  Date: 02/24/2025

  Hi there, I'd like to close complaint with ID: *********. We were unable to reach this guest at the phone number provided, as there was an automated message stating that "your number has been declined by the called party or carrier". I followed up with this guest via e-mail to assure them that this has been heard and addressed by the Managing Partner of our Columbia, SC location. I also informed the guest that I have deactivated the previous certificate sent, and sent the guest a $50 dinner pass in hopes she will come back and give our brand another chance. 

   

  Thanks!

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/14/2024 we went to the restaurant iin Brooklyn Ohio and gave the waitress a cash tip of $20..00 on a$99.18 bill. When I received my ******** bill it was charged with $114.06 . Apparently the waitress added on another tip. I called repeatedly but never got an answer. I just want to know if this is customary. Please reply as I sent a note before and it also was never addressed. Thank you

  

  Business Response

  Date: 02/24/2025

  Hi there, I'd like to close complaint with ID: ********. I was able to connect with this guest; I assured the guest that this has been escalated internally to address, but we have also submitted a refund for the overcharge and sent the guest a gift certificate in hopes she will give us another visit. I did explain this to the guest as well. 

   

  Thank you!

  Customer Answer

  Date: 02/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ** **** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint regarding a severe food safety incident that occurred when my family and I dined at Texas Roadhouse on February 17, 2025. Our experience was nothing short of a nightmare, leading to severe illness, emergency medical treatment, and a health department inspection that resulted in an 84 health score. Details of the Incident: • Upon being seated, we noticed dirty utensils and glasses and had to send them back for replacements. • We found hair in the salad, which was completely unacceptable and raised serious concerns about food handling practices. • Despite our hesitation, we proceeded with our meal, only to suffer violent illness afterward. • My young son, who later ate some of the leftovers, also became violently ill and ended up in the ER with a confirmed foodborne illness along with the rest of my family. • I immediately reported this to the health department, which conducted an inspection and gave the restaurant a score of 84, confirming sanitation issues. Impact: • My entire family suffered extreme nausea, vomiting, and dehydration, requiring emergency medical attention. • This experience was not just horrific but also dangerous, putting our health at serious risk due to the restaurant’s lack of hygiene and food safety practices. • The establishment’s failure to maintain cleanliness and proper food handling has caused us significant physical and emotional distress. Desired Outcome: I am requesting the following: 1. A formal response from [Restaurant Name] explaining how they intend to address these serious food safety violations. 2. A full refund for our meal, as it resulted in a health crisis. 3. Assurance that the restaurant will take corrective action to prevent this from happening to others. I believe this complaint is crucial in holding Texas Roadhouse accountable and preventing other unsuspecting customers from suffering the same consequences. I appreciate the BBB’s assistance in resolving ********

  

  Business Response

  Date: 02/23/2025

  Hi there, we would like to close complaint with ID: ********* This guest contacted us directly on 2/21/2025, and this information has been escalated to our internal Risk Team for further assistance with these allegations. The Managing Partner of our Buford, GA location spoke with the guest regarding these concerns as well. Guest Relations is unable to assist further given the claims of medical attention, and the guest will receive follow up from our Risk Team next week regarding this incident. 

   

  If the guest would like to speak with Risk directly, we recommend giving our Corporate Office a call at 502-426-9984 Monday-Friday between 8:30am-4:30pm. 

   

  Thank you! 

  Customer Answer

  Date: 02/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gift card to Texas Roadhouse for $100. The money was taken out of my account instantly. It was purchased at 7:49pm on Friday 2/24/25. I have NOT received the e-gift card, nor have I been able to contact anyone at this merchant/vendor location. I DEMAND A REFUND!

  

  Business Response

  Date: 02/18/2025

  Hi there, we would like to close complaint with ID: ********* I sent the guest an e-mail today confirming that the payment failed and was unable to process. While ********* our vendor, keeps payment information private, they can provide more insights to the failure and can be reached at ************* Otherwise, since no order was processed, pending charges typically clear and fall off within one to five business days.

   

  Thank you! 

   

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 02/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  over all bad experience- my son and i frequent the marietta location but doubt we will be back any time soon. service was incredibly slow. was told my steak would be taken off the check as it had to be sent back three times, was full of fat- it was a filet- end result was still not med well. my sweet potato was sent back because it was not loaded as i ordered, came back out cold with marshmallows and butter and brown sugar on the side. server never refilled my sons empty beverage even after acknowledging it was empty two different times. after our food came out, it took 15 mins for our server to check on everything.. my son was finished eating before i even could send my food back the first time. after dropping our check, we never saw out server again. our plates remained on our tiny table, and we had no option to close our tab with the server. the steak was still on the check. i ended up paying on the ziosk, had a receipt sent to my email (which i never received), i called the restaurant to get another copy sent- was told no one was there who could access that information and that i would get a call back the following day. call never came. i filed a complaint on texas roadhouse website- never heard from anyone. i had no other option than to address the issues here. attached is a picture of my filet, that was supposed to be med well. the pictures are taken after having sent the steak back twice. pics are end result. to top off the entire experience- the little weird red thing pictured was something that came up through the straw of my drink- meaning it was in my tea the entire time i had it. nothing from my meal contained a little red foreign object- the entire evening was very disappointing. (had i been provided a receipt i could have provided the order number…) this was at the barrett pkwy location in ***************** feb 2nd around 6:30 pm

  

  Business Response

  Date: 02/18/2025

  Hi there, we would like to close complaint with ID: ********. I'm very sorry that this guest did not hear back as expected, and this has been addressed by their team. We received the guest's online submission on 2/8/2025, and the manager of our Marietta, GA location sent the guest a gift certificate to the e-mail address provided, ************************, also on 2/8/2025. I have just resent this gift certificate to the guest in case she didn't receive the original. We hope the guest will give us a second chance!

   

  Thank you. 

  ******* ******

  Guest Relations Coordinator

  Customer Answer

  Date: 02/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I received a $30 texas roadhouse credit. i spent over $50. I asked for a refund, which i do not think is unreasonable considering the time i have now spent dealing with this on top of the evening spent at the restaurant. not only that, but the server i had told me she would have the price reduced on my check and never did- that would have been money less spent at the restaurant- and not given to me in the form of a gift certificate to eat at texas roadhouse. it’s really unfortunate the way this turned out- as i have had nothing but great experiences when dining here… good service and restaurants taking pride in the food that they serve to their customers is becoming more and more  difficult to find- take care, thanks anyways 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/04/2025

  Hi there, I'd like to close complaint with ID: ********. We have submitted a refund in the amount of $55.50 to this guest's Visa. We're very sorry about the guest's visit and sincerely hope they will use the certificate sent on a future visit. 

   

  Thank you!

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I would like for the corporate office to be aware that associate ******** is overcharging people in order to increase her tip. I was at the ********* *** location on 1/27 with my neighbors, and she increased both of our bills by $10 in an effort to increase her tip. My receipt was $16.88 and she charged me $26.88. We sat at table 336 and my guest # was ***** and I have attached my receipts as proof. I visited the store within a few days of it clearing in my bank to show the manager and owner the receipt and they assured me that it would be taken care of. I have since received a credit of $10, but after looking at my account further, I'd appreciate you investigating ALL my transactions at Texas Roadhouse (card ending in ****) to ensure additional fraudulent behavior has not taken place. There are a few questionable transactions taking place around 11/12/24 and 8/1/24. Please let me know when this investigation can take place. Thank you!

  

  Business Response

  Date: 02/23/2025

  Hi there, I'd like to close the complaint with ID: ********. I reached out to this guest and reviewed the additional charges as requested; I explained that three charges were from Franchise locations that our Corporate Office does not have access to, however, the other three charges were revied and confirmed correct. I sent the guest all three copies of the receipts we have access to, and recommended the guest contact the Indianapolis Franchise location that they dined at last year for further assistance.

   

  Thank you!