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| - I just figured out how to add my follow up to this review that I wrote last July. I contacted Texas Roadhouse the following day per the response that I got from them. The lady on the phone was friendly enough and asked a few questions about my experience there to confirm what happened. She mentioned she was surprised that the lady that was doing the seating didn't stop us to get a manager. On a side note, I just had this happen to me again at a Denny's with the same reaction from the guy who seated us. I don't think these guys take their job seriously. Anyways, the lady I spoke to with Texas Roadhouse apologized and asked me for my address and said she contact the restaurant to follow up and send some gift cards. I thanked her and we hung up. Didn't hear back from her again or get anything. I don't even know if they followed up with the restaurant.
Around August I sent a message to Diania, the Texas Roadhouse representative who wrote the response to my Yelp review: "Hi, I wrote the review on 7/18 for the Texas Roadhouse in Gilbert. I called the 800-TEX-ROAD number the next day and spoke with a lady who took my information down. She seemed concerned that the girl that seated us did not attempt to stop us and get a manager when we informed her about our lack of service while leaving. The lady on the phone asked for my number and address and said she'd send some gift cards to us. I thanked her for the gesture and felt it was a great effort by the company to apologize for the incident. We haven't heard anything back since. The gift cards are not that important to me, but integrity is and if there was really no intention of follow through, it should have never been mentioned. I hope the person who took my info actually spoke with that manager of the Gilbert location. I suspect the manager may not have ever been made aware of the situation that day by the employee, which, if it were the case, would be a shame. I do enjoy Texas Roadhouse restaurants very much, and have been a fan of the establishments since the late nineties, when I visited my first one in Colorado Springs. So I have no intention of boycotting the restaurants, but I'm sure I'll avoid the Gilbert location. Sincerely, Tom H"
She gave a great response: "Tom, I apologize for the delay in responding to your email. I have been out of town but will look into this immediately. Follow through on any promise made by Texas Roadhouse is mandatory and not an option. We pride ourselves on our integrity and always doing right by our guests. Thank you for bringing this to my attention and for giving me the opportunity to ensure we do the right thing.
Diania C"
And....never heard anything back again.....here we are in December. Oh well, I still go to Texas Roadhouse, For the most part, it's almost always a pleasant experience and I've always got great food. Just the one location in Gilbert left me with some bitterness. I think the fact that my kids, wife and I were hungrier than usual, plus the fact that it wasn't busy there just added insult to injury.
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