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| - We drove past 4 of our favorite restaurants to try this Texas Roadhouse location. I used to go to TR all the time in Oklahoma, but never tried the Phoenix location..
We walked through the doors, and even though it was busy for a Wednesday, we were seated right away. The table was ready with silverware, just waiting. We were really impressed. The host staff really had it figured out.
Then, we met our server who had a trainee. Both were very nice, although the trainee kept dropping straws in our food and reaching across throughout the night. She was nervous, so I have no complaints over her or our server. Both were bubbly and friendly.
My favorite thing about Texas Roadhouse was always the big, fluffy rolls. These rolls were about half the size as they usually are, and they were crusty and seemed a little stale, almost microwaved. But, at least they still had the great Texas Roadhouse taste.
The problem, was were given our starters- the peanuts and the bread, and had ran out of drinks. The trainee ran over to us and told us the tea was brewing- so she couldn't refill right now. Before I could ask for something else, she was gone. I have a huge fear of choking because of a med condition, so I always have to have something to drink with my food. I understand restaurants run out of tea sometimes, I would have been fine with a water in the mean time...
The worst part? The 4 of us had all ran out of drinks and sat there for 5 minutes with no drink, before a coke and water was brought to my kids, but we were told again, the tea was out. My husband asked if we could just have a coke. She asked if there was something wrong with the tea. I was irritated, and snapped a bit at the server, and said 'Nothings wrong with it. We don't have it. I just need something." She was nice, but didn't seem to understand why I couldn't wait. She told me again that she was waiting for the tea to finish brewing... Another couple of minutes later, I had some warm tea brought to me.
After that, service picked up. The atmosphere was fun, very busy with lots of birthdays.
The kids ordered burgers with fries. Both were great, however, after they delivered our food- the servers just disappeared. Our ketchup bottle was completely empty, not even a drop in it! It should have been in the trash, not on our table. We waited for probably another five minutes for the trainee to return so we could ask for new ketchup.
I ordered a prime rib and asked that it be only a little pink, my husband wanted his a little redder. My husband's steak didn't even appear to be cooked. It looked like they removed it from the package and placed it on the plate. He pushed lightly, and the fingerprint stayed. The server took it back, and the manager returned a few minutes later with an apology. We were disappointed that the same steak was taken to the back and recooked and brought back to us, instead of starting over fresh. Most of the juices had been cooked away and it was now a brown color.
I expected the manager to offer us a dessert, or something for the chaotic night, but instead we were given a recooked steak. Very disappointed on that.
As for our actual service, I know those servers were working very hard, and it was a very busy night in there. I hope this store finds some more help so the servers aren't having to scurry and neglect tables.. I say this because my servers were very patient and nice, they just seemed stressed.
I love Texas Roadhouse, but I hope the rest of the staff at this location steps up to the level of the awesome host team. Those guys held it together all night, and knew exactly where their empty tables were, and filled them immediately.
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