I was in a group of ten that wanted to try your new restaurant. I have been to other Texas Roadhouse restaurants and was thrilled when you opened in our area, but I was very disappointed with our service last night, January 18th.
Understanding that we had a large group, we used your call-ahead option. We called the restaurant at approximately 4:55 for a 6:00 pm arrival time. We were told that we could experience an additional wait time when we arrived. We were okay with that. At approximately 6:30, our pager/name was called, and the hostess informed us it would be 5 minutes.
Again, not a problem. Five minutes turned into 10, which turned into 20. We approached the hostess again, wanting to know what the holdup was. We were told the group occupying "our" table was chatting and, as soon as they left, we would be seated. After an additional 10 minutes, we were told the same thing.
My main problem was that we had told the hostess our group would split up in order to get seated. There were several groups of 5 that came in after us and were seated before us. Why were we not seated first when we said we would split up? When we asked the hostess about this, we were told that it was "our" table and they were waiting for it to become vacant. What I do not understand is why, when we told the hostess we would split up, we were not seated but were instead bound to the original table assignment.
We ended up leaving without eating after waiting 1.5 hours in the store (a total of 2.5 hours including the phone-in time). Because you would not assign us a different table, you lost the business of 10 people last night (January 18). I really wanted to try your restaurant and food, and I was very disappointed to go away with an empty stomach.
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