Texas Roadhouse

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Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID 11758932, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. After I filed my Revdex.com complaint, I received a very nice call from [redacted] at Texas Roadhouse headquarters. She apologized for the issues at the restaurant and offered not only a refund of the meal cost, but as a way to make things right (and not lose loyal customers), she offered what she termed a “do over” at Texas Roadhouse expense. Ms. [redacted] said I would receive my refund through my bank (which I did 5 days later) and that she was sending a “coupon” via email that would be for $60 plus $20 for a tip for the do-over meal. Unfortunately, that was about two weeks ago and the promised coupon has not arrived by email, text or snail mail. I left a voice mail for Ms. [redacted] last week that explained that I wanted to talk with her before responding to Revdex.com’s request to accept or reject Texas Roadhouse’s response to my complaint. My message asked if there had been a problem in getting the do-over coupon to us as promised. I received no response to my voice mail inquiry. I left my contact information on the message for Ms. [redacted], but to date, no response has been received. I assume that the receptionist would have told me if Ms. [redacted] had been ill, on vacation or quit Texas Roadhouse when I asked for her extension. I was not told she was out or otherwise absent when I called. I left a full and clear voice mail message. I appreciated the Texas Roadhouse refund, though it did not include the cash tip paid to the server who was at least 50% responsible for the poor results of that evening. For all practical matters, I guess my complaint is closed because I got a refund, but the matter is not wholly satisfactory. The resolution didn’t happen as offered. I didn’t over-demand money from the restaurant. I did not outrageously threaten any particular action against Texas Roadhouse. [redacted] told me that we might hear from the franchise owner of the [redacted] Texas Roadhouse restaurant, but she was not sure, but wanted me to be aware he knew of the issue we had with his restaurant. The problem is simple – we did not get the full promised resolution as Texas Roadhouse said they made with me. I have no idea why they said one thing and did (or failed to do) another. I didn’t get a return call from Ms. [redacted]. Whether the local franchise owner contacted me was not part of the promise. On a corporate level, I would think a promised resolution would be fulfilled. Being ignored just because this matter is alleged to be fulfilled is not accurate. This kind of customer service speaks volumes to my wife and me. Ms. [redacted] was conscientious, courteous and very caring. She didn’t have to offer a “do-over” coupon, but she chose to do so. It was not requested or expected, but certainly thoughtful and generous. But once it was offered, it should have had follow-though. I would have accepted an explanation, say, ‘my boss won’t let me send a coupon,’ or ‘Texas Roadhouse can’t afford to give you a do-over meal’ as an answer to why there no coupon was sent to me. Not receiving an answer, however, is unsatisfactory, though it could still just be an oversight, or Ms. [redacted] was ill or injured. I don’t know - I agreed to reconsider my opinion of Texas Roadhouse based on the generous offer of the do-over coupon. It wouldn’t make up for the bad 29th Wedding Anniversary dinner with our grandchild, but it would have caused me to reconsider visiting the restaurant. To be honest with you, I am not sure we will ever patronize Texas Roadhouse sua sponte (on our own action) again. We might go with others, but peanuts and soda would be our only expense. Therefore, my rejection of the Texas Roadhouse response is based on the following:  they complied in part and failed in part to resolve the poor service and poor management response to our 29th anniversary dining experience . We got the refund, yes, but Texas Roadhouse did not follow through with their promise to re-do the evening. We cannot say satisfactory things about the [redacted] Texas Roadhouse. The Texas Roadhouse customer service office isn’t looking too good at this point either for the reasons stated above. [redacted]Attorney[redacted]

Review: On 2/15/13 Friday myself in 5 others went to the texas rd house in [redacted] for dinner I order a T-bone steak dinner will done, along with [redacted] who order the same thing, when the waiter brought the food to the table our meat was burned and dry, when I informed the waiter all he said was I will let the cook know, nothing was done manage didnt even come to the table to speake with us and to make matters worse, we had also order meals to take home to our childern. they said we had to order at the same time we placed in house order, when I got home one side dish that I paid for was missing, instead of a sweet potato for my son they put baked potato, which was not done. [redacted] was missing salad from her to go meal. I have contacted the [redacted] store on line 3 times and by phone 3 to 4 time each time I call I am told. [redacted] owner is not in. the number [redacted], I received 1 email with that number and to call him between 10am - 2pm still no response, I have voivce mail on my phone no message, from any one with Texas Roadhouse, I am very up set about how myself and [redacted] have been treated, they didnt even offer to reimburse us for items missing or send coupon for another meal. they just totally ignored our complaint. THIS WAS MY FIRST TIME THERE AND [redacted] FIRST TIME THERE WE WOULD EACH LIKE TO BE REIMBURSED OR GIFTY CARD FOR A MEAL .Desired Settlement: MY SELF [redacted] AND [redacted] WOULD LIKE EITHER STORE CREDIT OR A GIFT CARD FOR ANOTHER MEAL, I SPENT TOTAL OF $47.86 AND COULD NOT EAT ANYTHING BUT THE BAKE POTATO AND SHE SPENT ABOUT THE SAME.

Thank you so much for your time and attention in this mattter.

Sincerely, [redacted], and [redacted]