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Hello,
My wife and I with our daughter had a real bad experience in December at your Baytown Texas location. on or around the 6th of the month we had called over 2 hours ahead to get a handicapped table reserved for us for dinner. They had put us on the waiting list for our table. My wife is in a wheelchair, and we had requested a handicapped table for us to come eat at the Baytown location that night. when we did arrive, we had gotten into the lobby and waited about 10-15 minutes which was reasonable considering the place was packed with folks on that night.
When we were told they had a table ready for us we went ahead and followed the receptionist to the table she said was ready. We ended up following her way in the back of the restaurant to a booth table My wife then stated that we had called a head and had specifically requested a handicapped table and that the table would not work. We then followed her back up front to the entrance and asked once again how long it would be for a handicapped table like we had requested when had called. the lady at the front booth then proceeded to get very snide with my wife and I and stated we don't do reservations and it's a waiting list only. Were slammed and besides Theres no way to tell how much longer it would be and that we would just have to wait our turn to get a table. At this point my wife told her well mam we had called a head to make sure there would not be a problem getting a table and were told they would make a note when we called. The hostess rolled her eyes at my wife and I and after her gesture we ended up leaving the establishment after being treated so rudely and discriminated with my wife in a wheelchair. We ended up going up the road and spending over$200 that night and got treated a hell of a lot better. Two weeks goes by and I finally call the establishment and spoke to a lady that was the manager in duty that night, She said she would look into it and have yet to hear from anyone from Texas roadhouse at all. As a military service member that has been in several roadhouse establishments across the country, This is by far the worst ever. I have shared this experience with all my fellow service members and first responder as well and told them not to eat at this location at all. Obviously this location cares more about the money they generate in sales then treating their customers with respect at all.
Claimed loss: this establishment due to their staffs poor handling of their customers, has ended up losing over $200 in a customers sale and business from not only a military service member the future business as well.
Desired outcome: all of their waiting staff and hostesses need to be replaced and or retrained
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It seems that Texas Roadhouse did not treat you and your wife with respect, which is not acceptable for them. This shows how much they do not care about their customers and the ADA.
Don’t hesitate to escalate this matter further up to the corporate headquarters of Texas Roadhouse. In writing, describe what happened, ask for the reasons behind it and request them to apologize in a formal way. Furthermore, inquire if there are measures in place to curb such misconduct or maintain adherence to ADA. But should Texas Roadhouse refuse to respond, then one viable option would be filing a complaint with the U.S Department of Justice through Americans with Disabilities Act (ADA) and making sure you share your whole ordeal around so as to hold them accountable for their actions. Your wife and yourself surely deserve much better treatment from these people.