Texas Roadhouse complaint: HORRIBLE CUSTOMER SERVICE

Attempted to submit this directly to Texas Roadhouse in Sioux Falls (on their website), but once again DISAPPOINTED. The email could not be sent directly to them. BOGUS ……….

To: Texas Roadhouse
Sioux Falls, SD

Visited your establishment on 08/05/2023 and left extremely disappointed. Waited 20 minutes for our server to greet us and subsequently, did not receive our food order until 1 hr. 5 minutes later. The customer next to us arrived 35 minutes AFTER us and received their food BEFORE us. The other customers around us were asked if they wanted additional bread or drinks while waiting for their meals and we had to seek someone out to ask for the same. When our server eventually showed up to take our order my husband asked what the DALLAS CUT was and the server could not tell us – he eventually ordered something else. We asked for drinks and after waiting some time she showed up with only my drink. It was then that she told my husband that the beer he wanted was broke and asked if he want something else. AGAIN, another wait. One hour and 5 minutes later, the customers around us had already been served and were preparing to leave, while we JUST received our food. DISAPPOINTED AGAIN, as my herbed chicken showed up totally black and burnt. How they would even attempt to serve that is disappointing! I attempted to eat the meal, as we had waited so long to be served. I COULD NOT AS ALL I COULD TASTE WAS THE BLACK BURNT CHAR ON THE CHICKEN. I waited for our server to return with no luck. Eventually, flagged down another server who said she was so sorry and the meal should have never been served. She was going to get our server to resolve the situation. Waited, waited, waited and no server. My husband eventually flagged her down who said she was sorry and would talk to the manager to get refund. Returned moments later saying she was sorry and we could pay the bill via your machine. I would think the server was new and overwhelmed. BUT – WE WERE NOT EVEN GIVEN THE OPPORTUNITY TO TALK WITH THOSE WHO HAD THE POWER TO CORRECT THIS SITUATION – FROM WAITING TIME, TO BEING SERVED AFTER CUSTOMERS THAT ARRIVED LATER, TO NOT BEING ABLE TO EXPLAIN THE ITEMS ON MENU, TO RECEIVING BURNT FOOD. I know this sounds like a complaining customer, but the visit was ONE DISASTER AFTER ANOTHER.