My complaint:
My husband went to the establishment in Montgomery AL to place a to-go order. The order consisted of a porterhouse steak. Waitress took order and made no mention of the establishment being able to prepare the steak. My husband asked while placing the order if they had the porterhouse steak, waitress went inside to ask and came back to the car and said yes we have the porterhouse steak. Waitress gave total of the order and then she told my husband they didn’t have the steak in stock. Waitress called the manager to correct the ticket. Manager whispers to waitress to give my husband a rib-eye in the place of the porterhouse. Waitress is still telling my husband they did have the porterhouse in stock. Waitress now tell my husband his order will be ready in 30 minutes. 30 minutes pass and he comes back a different waitress now working the to-go order. Husband inquires about the order and now this waitress says to him the order has not started cooking due to Texas Roadhouse not having the porterhouse in stock. Husband now ask to speak to a manager. Manager comes and say to my husband he can order a rib-eye in the place of the porterhouse. The difference in pricing is only .15. Husband agrees and asked on the cook-time for the order, Manager says it should only take 15 minutes. Husband goes back inside and ask about the order and is told by waitress for some reason the kitchen had not started preparing his order. Husband ask for refund and waitress calls for manager. Instead of the manager coming to assist the kitchen cook comes. Kitchen cook says he’s the manager and the kitchen cook was not the manager my husband spoke to in the very beginning. Husband just left with food and was given a refund.
Suggested solution:
An apology would be appreciated and husband would like to speak to a presentative regarding this matter. We patronize this location frequently. Each time we go we have a party of 6 or more. We have celebrated many family members birthdays there and other special occasions there at that establishment. The service that my husband received today is not acceptable. This was not a case of understaff workers. This was just a case of poor management and poor representation of Texas Roadhouse.
