Bee F.
Yelp
I never write reviews and I worked in customer service for 5+ years so I don't like to make a big deal over things, but the HORRIBLE service experience at the Taylorsville store in Utah that my family faced needs to be addressed so that this store doesn't treat other families like this in the future. I also know, nothing happens for events like this if no review is left, so here is the breakdown of my awful dining experience:
My brother's birthday and Cyber Monday happen to fall on the same day and so my parents decided to use the buy $50 in e-gift cards and get $10 free deal. We went to have a nice night and celebrate! And please keep in mind, an e-giftcard can only be received online.
Here is what went down:
1. We scanned two gift cards (we bought four) and the balance wasn't pulling properly, so we asked the server to check what the remaining balances were. She told us she would and that should would not charge them, simply check their balances. When she came back, she had run all of them as payments.
2. In running them, we had been charged twice for the tip and certain items. Now this could have been an accident on either side, it happens, so we decided to have a manager come over to help us get a refund and fix the overcharge.
3. I have never been so talked down to while at a restaurant in my life. My father is an accountant, and wrote down a breakout of what should have happened with the gift cards to simplify it for the manager when he came over. Instead, the manager talked down to my father saying "so two $50 gift cards is $100, which is less than your order" we agreed, but pointed out that we had been charged over $200 and that five gift cards had been used! We didn't have trouble adding, we had been charged twice.
4. Rather than solve it, Jacob, the manager, gave us a number to call to try and work it out (a mistake their staff had made). Fine. We called, it sent us to a telemarketing phone service, and while we are dealing with the issue, he went around exchanging pleasantries with other tables, rather than solving the problem at hand.
5. At this point we had been there for over 30 minutes, we finally got Jacob back to our table, and my mom tried to tell him about the phone number, to which he responded, "don't overreact, we're finding a solution together." .... No we weren't. He was expecting us to solve it on our own and notify him when it was done and we could get out of his hair.
6. Jacob finally understood the situation and said he would send the overcharged balance back to our gift card, but since he didn't know which gift card was overcharged, he couldn't tell us which one the balance would go back on.
7. We asked if we could put the balance on a different gift card then, no they can't (gave no explanation). All right, can we refund it to our credit card? No we use a third party. Fine, we'll take the gift card refund and just check them all when we get home.
8. As we leave, does Jacob apologize? No. He says "you should have bought the gift cards in store."
A) It was a CYBER sale
B) That was unnecessary and rude.
9. We get home and I call the store and speak to Cameron to ask that more attention be paid to how gift cards are handled and how customers are treated, as my parents did not deserve the treatment they received. Cameron did not apologize sincerely once, simply gave excuses as to why Jacob behaved in such a way, explained why they couldn't refund us in store (with a bunch of technical jargon), and that he would reiterate customer service. I thanked him. To finally answer some of my concerns, Cameron told me he would personally follow up on the gift card refund.
10. Then he told me not to not let this one bad experience stop us from coming back. (Didn't apologize here either)
11. 15 minutes later I receive a call from Texas Roadhouse, hoping they plan to properly apologize for how both Texas Roadhouse employees treated us, instead they asked if we knew which gift card was overcharged, because otherwise they couldn't refund it to us. We reiterated that it was them that told us they didn't know which one had been overcharged when they ran it in the back in the first place.
12. The solution? Send us a voucher of the same amount. I asked if there are any difference between that and a gift card, and he said we would receive it in an email and it would have a barcode that would be used like a coupon... he failed to mention it has an expiration date in 2 months.
13. If I had not called to reflect our experience, they would have not had a way to contact us to let us know we wouldn't be receiving our refund on a gift card. This feels slimy to me. If we didn't follow up, they would get away with not refunding us without us having much proof beyond a receipt that doesn't reflect everything properly.
14. Still no attempts to make amends or apologize have been made.
If you are in Utah and want to eat at Texas Roadhouse DO NOT go to the one in Taylorsville.