Texas Roadhouse review: How my family and I were treated on my grandson's birthday

Formal Complaint Regarding Restaurant Service and Food-Safety Incident
Date of Visit: August 11, 2026
Approximate Time: 7:30–7:45 PM
Party Size: 13
Restaurant: Texas Roadhouse – [Location]
Dear Texas Roadhouse Guest Relations,
I am writing to formally complain about an extremely disappointing and disturbing
experience my family and I had at your Texas Roadhouse restaurant on August 11, 2026.
What was supposed to be a special celebration for my grandson's 15th birthday turned into
an upsetting experience because of the way our party was treated and, more seriously,
because I discovered what appears to be a fried insect/bug in the food I took home from
the restaurant.
Our party consisted of 13 people. We patiently waited for our table and received a text
notification indicating that our table was ready. When we arrived at approximately 7:30–
7:45 PM, however, the hostess told us that we would have to wait approximately another
hour.
I asked to speak with a manager because we had already waited patiently and had received
notification that our table was ready. Unfortunately, the manager's response and behavior
were extremely rude and disrespectful.
We could see that there were open seats and sections in the restaurant. When we asked
why we could not be seated in one of those areas, we were told that we could not sit there
because there was no server assigned to that section. This explanation was repeatedly
given when we pointed out other open areas.
At one point, we decided that we would sit in an open area rather than continue
waiting. The manager told us that if we sat there, we would not be served and that we could
leave.
My son asked the manager to serve us, and she responded that serving us was "beneath
her" because she was paid a salary. I found this statement extremely disrespectful and
inappropriate, particularly from someone serving in a management position.
Fortunately, a server named Aubrie stepped in and told us that her section was open and
that we could have been seated there earlier. Aubrie ultimately seated us and took our
orders. Her statement directly contradicted what the manager had told us about there
being no available server for the open sections.
Because of the confusion, the treatment we received, and the manager's behavior, several
members of our original party of 13 became so uncomfortable that they left and went to
Outback instead. This was especially disappointing because we had all gathered together
to celebrate my grandson's 15th birthday.
The experience became even more concerning after our food arrived.
My husband ordered salmon, and I immediately noticed a strong odor coming from the
salmon. He stated that it was okay, so he continued with his meal.
I ordered potato skins with cheese and bacon bits. After tasting them, I lost my appetite
and decided to take the food home instead. I asked for a takeout box and brought the food
home.
On August 12, 2026, the following day, I took the leftover food with me to work and ate it
during my lunch break. After taking several bites, I noticed what appeared to be a fried
bug/insect in the food. I was absolutely disgusted.
I immediately stopped eating the food. I still have the remaining food and the takeout
container, which I wrapped in a garbage bag. I also took photographs of the object in the
food, and the photographs clearly show what appears to be a fried insect/bug.
I contacted Texas Roadhouse Corporate to report the incident. I was told that my complaint
was documented and that I should allow 48 hours for a response.
At this point, I am requesting that Texas Roadhouse take this complaint extremely
seriously. This is no longer simply a complaint about poor customer service. I am
concerned about the food-safety implications of what I discovered in my food.
I am preserving the remaining food, the takeout container, and the photographs as
evidence. I am also documenting the events surrounding our visit, including the text
notification that our table was ready, the interaction with the manager, the statements
made to us, the name of the server who ultimately served our party, and the fact that
members of our party left because of the treatment we received.
I am asking Texas Roadhouse Corporate to:
1. Conduct a thorough investigation into the events that occurred at the restaurant on
August 11, 2026.
2. Investigate the food-safety issue involving the apparent fried insect found in my
leftover food on August 12, 2026.
3. Review any available surveillance footage from the evening of August 11,
particularly footage involving the hostess area, manager interaction, seating area,
and our party.
4. Determine why we were told that there was no server available for the open
sections when Aubrie subsequently told us that her section was open and that we
could have been seated there earlier.
5. Investigate the conduct and statements of the manager involved.
6. Determine whether appropriate food preparation, sanitation, and inspection
procedures were followed.
7. Provide me with a written explanation of the findings of your investigation.
8. Explain what corrective action will be taken to prevent another customer or family
from experiencing something similar.
I also want to make clear that I am not making an allegation that the food
contamination was intentional. However, given the way our family was treated by the
manager the previous evening and then discovering what appears to be a fried insect in
my food the very next day, I am understandably extremely concerned and want the
matter investigated thoroughly rather than dismissed as an ordinary customer
complaint.
This was supposed to be a celebration of my grandson's 15th birthday. Instead, members
of our family left the restaurant, our celebration was disrupted, and I subsequently
discovered something in my food that I found absolutely unacceptable.
I have photographs and have preserved the remaining food and packaging. I am prepared to
provide those materials to Texas Roadhouse or the appropriate authorities if requested.
I respectfully request that a member of Corporate Guest Relations or another appropriate
representative contact me after the investigation and provide a substantive response to
this complaint.
I hope Texas Roadhouse will deal with this matter with the seriousness it deserves.
Sincerely,