Red Robin Gourmet Burgers and Brews — Restaurant in Kamloops

I, my spouse, and his dad dined at your restaurant in Kamloops today. The food is excellent, and hamburgers are always fresh, but the service caused the food to lose its appeal. I am disappointed with overall customer service and the staff not taking responsibility for their actions. I am upset because despite telling the server for a drink three times, she forgot and never apologized, even when we told her we needed our drink. She never came by our table and asked how the food was. She served her other guests on the other side enthusiastically, but she walked past us five times without saying a word. Furthermore, we did not get napkins. The lack of napkins made the tables and glasses greasy, and the drinks spilled on my partner's dad, ruining his coat and pants. When we asked the staff member if we could speak with a manager, we needed to ask for the manager many times before he came over to our table. When the manager arrived, instead of asking us what the issue was and how he could solve it, he requested the server in front of us to explain what was wrong. The server never apologized nor admitted to her mistake. Instead of having honest, open communication with us, the server explained her side to the manager in front of us. At the same time, she held a menu in front of her face so as not to let us hear the conversation. Her actions were unprofessional, rude, and something neither of us had experienced in the hospitality industry. It was unacceptable. We always came here for the food and service. Our past experiences were excellent. Still, today the service was deplorable, and the server and the manager ignored us. I am writing this because this was a systemic problem, and I could not speak up to the manager because he was not listening. Instead, they offered us complimentary desserts, which is not the right solution to poor service. Today, Red Robin Kamloops let us down. I realize restaurants are busy, and we understand it. Still, the Red Robin team must meet standards to provide competent service to guests and not take the guests for granted. Everyone should treat each other with respect and dignity. We do this in every occupation and with everyone we come across. I am unsure if I want to visit your restaurant and bring my family to your...

pay attention to the consistent reviews of poor service

UPDATE - JAN 2018 After having a 2 or 3 'decent' visits (nothing spectacular) we had a repeat similar to our first bad experience. The service was horrible yet The atmosphere had the young staff buzzing around, doing everything like cleaning and re-arranging inventory rather than serving tables. There were 3, what I assume managers that were overlooking the kitchen plates - switching between touching food and checking their cell phones while they stood there. Pretty sure that's against sanitary serving 101. That micro managing / hovering over the kitchen staff still didn't stop our poutine being served to us WITHOUT cheese(See picture)? The server suggested it was probably hidden in the sauce.....right.....

I can only make an observation when the managers decided to treat themselves to a booth to meet/eat/socialize that the leadership here stinks and don't appear to support their staff by contributing, and doing a proper evaluation of whats important to the restaurant at that very given time (anything that would affect patrons should be done outside of hours)

Out of the 20 workers that looked like Hosts / Servers only about 4 of them appeared to be actually delegated to serving tables.

-----------------------original review from 2014 below -----------------------------

Wow - perhaps it was bad timing.... twice......(always have to give it a second chance, right?)

the first server was good intentions, but apparently the kitchen staff decided to clean up for the night (dining around 8pm)

second time, server was horrible, no check up, no drink refills, again about 5 tables and food taking 30 minutes. Atmosphere lacks a team effort amoungst waitresses, about 7 of them on the floor but one working the tables. these teenagers left running the place need some guidance, have someone there with some good experience show them the right way to represent your restaurant!

All that is saving your bacon is the big name reputation that people rely on when visiting...

Bottomless fries, I think not, I never got a chance to ask for more!

Me and my partner recently dined at Red Robin in Kamloops and the burgers we order were great, the rest of the meal was okay. However, am writing a review because of the experience we had while seated. Our server was Madison and as much as she was polite it felt like we were wanted in and out as soon as possible, in this instance we was only there for 20 minutes before we were asked if we want the bill. On one occasion, one of her colleagues was left a tip by their table, Madison went and picked up the tip for them, in turn said aloud to them in the restaurant 'it isn't a $20 but it is a $10' and then proceeded to ask how much the customers bill was and figure out if that was a reasonable amount left. On another occasion, as I was still eating, burger in hand, food in mouth, she cleared the table of plates from my partners finished meal. As I had just finished and put my napkin on my plate it was then we were asked if we would like the bill. Throughout our time there the servers seemed to group in one area, sitting and speaking to one another. I understood people get tried on their feet, it's been a long day, you may be understaffed but maybe that can be reserved to behind the bar and the conversation about tips be left in the staff room. We attended on a Sunday, midday, it wasn't busy, I don't understand why there was a rush to clear tables of diners. To just expand, the starters and main came within seconds after one another. No offers of a drink refill once empty, no clean napkins, no opportunity to ask for these things. Overall, I won't be coming back simply because the service wasn't there. Please read this as feedback to improve and provide a better experience for...