Texas Roadhouse – Page 22

I visited the Texas Roadhouse in Brooklyn, Ohio with my mother to celebrate her birthday (go figure, it's one of her favorite restaurants). The server seemed a bit overwhelmed the entire evening and when it came time to pay the bill she came and collected the checks and credit cards from our party. She returned to the table to distribute the charge slips and cards and was holding mine back. I noticed that she had a slip with my name on it for $48; I questioned why because my bill was only $20. She said that she mistakenly swiped my card for another table's check and she was going to rectify it. She returned saying that she deleted the charge before it went through. I checked my bank account online from my phone and realized that the charge had indeed went through and requested to speak to a manager. The manager came to the table and said that the charge had been voided but their system did not produce void slips and that the charge should come off my account within 24 hours. The next day I went to the Texas Roadhouse website and entered an email complaint because I felt it was ridiculous that something like this occured and the server nor the manager seemed to care that $50 of my money was being held for a meal that somebody I didn't even know consumed! 24 hours later the charge had not come off my account so I called and was on hold for 10 minutes (which is a long time to hold a phone) before a manager came to the phone. He stated that he had all my information and inquired if I'd emailed. He said that he didn't know why the manager told me the charge would come off within 24 hours because it takes between 48 to 72 hours to come off the account and asked wasn't it a pending charge. I said no the funds had been deducted from my account to which he replied 'yea that sucks'. He also did not seem to understand that this could have been potentially devastating if I did not have those funds available. I was never offered an apology (unless you count 'yea that sucks') or any offer to ensure that I would return as a customer. FINALLY yesterday 3 DAYS later the charge came off my account.
I don't know what world the employees and managers of Texas Roadhouse live in but in my world it's never OK to hold any amount of someone's money and not offer anything in return. Because of this experience I will not return as a customer - I wasn't given a reason to return!

I brought my family to texas road house and used my credit card and it was the only thing i used my credit card on in 3 weeks and after going there about maybe 1 or 2 days after my card started getting charges.I just wanted to warn you to be careful sadly i hadn't found this site at the time but just wanted to warn its the one in the new area in Rosenberg, texas but it could also be any place that serves food. ^_^ just be careful.

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.