Red Robin Gourmet Burgers and Brews — Restaurant in Surrey

My mother used to take me to Red Robin's when I was a young child in the 90's. I remember the feelings I would get looking at the decor they had at the time, Red Robins was truly a magical restaurant to visit. So you could say I am a long time patron and "fan" of Red Robins, so it pains me to write this review, but here we go: What happened!?!? Every time I go to this Red Robins, there is a recurring theme. 1. I have to wait 15+ minutes to be seated. 2. When the weather is cold, I am seated next to a cold window with no heat source. 3. I am seated next to screaming children, because the bar area is unavailable despite seeing people being serviced there. Visiting Red Robin is pure chaos every time, but usually the food is good. NOT THIS TIME. Yesterday I had to wait forever for service, and as I mentioned above, I was freezing. I mentioned the temperature to the server who did his darnedest to fix it. He told me that the GM is the one with the key to the climate control, what kind of draconian establishment does not let their own staff adjust the temp!? Are they that cheap?? So they gave us a complimentary basket of bottomless fries. You would think this is a nice gesture, but I think the idea is to make us full so we don't order any of the other more expensive bottomless stuff. I am a fry lover so I had a few of the fries, they were COLD. I don't mind eating cold fries, again because I'm a fry lover, but these fries tasted off and were unappealing. I have no idea how the chef managed to mess up a fried potato. My guess is that they were extremely old. My partner ordered a milkshake as we were deciding what else to get. Upon taking a few sips, he said the milkshake was pretty bad, on par with Burger King despite being three times the price. He says he remembered it being better. He mentioned it to the server, who sent the manager. The manager ended up taking it off the bill and removing the drink, but this was after she denied any recipe had changed and repeatedly offering a new one (despite the fact my partner did not like it). Our food finally arrived. The food did not taste bad at all, and was still somewhat warm, but cold enough to diminish the experience of eating it. I'd like to think that I know what happens to food when it's left to sit and cool off for awhile. I think that is what happened here. By now the managers had been checking up on us because we had complained more than the average patron would, and don't get me wrong, I feel bad about it but I want improvement. So we let them know the food was cold. The managers response was to claim that she ran the food over to us as soon as it was available (kind of suggesting it can't be that cold and/or deflecting blame?). Maybe she is honest and she did run it over to us right away, but that doesn't change the reality that the food was cold, which is no one's fault but the chef's. Anyway, the staff tried to correct things by offering interchangeable bottomless sides and sent us home with some fancy fries. After microwaving some of the food this morning, it is much better than yesterday's. And yes, there was a baby screaming periodically at the table next to us throughout the whole ordeal. Even if Red Robin's food was absolutely delectable, I think the screaming children and uncomfortable temperatures customers are subjected to is enough to avoid...

Had a birthday meal with eight adults and a toddler and it was OK, but horrible service. The manager responded but with no offer to compensate for how badly the birthday group meal went. I won't be going here again and have already turned others away when they suggested we go there. 90 minutes before the toddler and the birthday guy got their meals. That is shameful. Half the party was leaving by that point. Some meals were great, but others were lacking. Last time we were there I had ordered the mushroom burger and it was slathered in sauteed mushrooms, but this time, let's say, it was dryly neat. The initial sides had scrimpy portions (ex. about 7-8 fries beside two chicken strips), but because the service was so slow, I wondered if despite saying it is bottomless sides, that is their way of reducing the chance that you have time to re-order any refills. I finally got my initial side salad after I had consumed my burger. It was 75 minutes for most of us, and 90 minutes before the birthday guy got his meal. Even the toddler's meal was so slow that she fell asleep in my arms waiting for food after two long walks around the restaurant to keep her calm and pleasant. Most restaurants know to bring the child's meal first. The majority of our party was leaving when the birthday person finally got his second helping of his bottomless side. The server said the computer deleted the meals which caused the delays. If such a problem occurred, then why not simply write it down to communicate to the kitchen what orders were requested? Meanwhile, a table behind us that arrived after us got their meals delivered in the middle of when some of our meals arrived to our table. I had to actually complain to get the final meals to our table. Then, the baskets of second helpings of fries were generous and the birthday meal and the toddlers meal finally arrived. When we go out, especially for a birthday, we want to enjoy the event which means celebrating the birthday person with the song and the desert. Despite making the reservation indicating a birthday event, plus identifying the birthday person to the server upon arrival, none of that happened because the service was so slow. Half the people were leaving and the birthday person was still waiting for his bottomless side, let alone the birthday desert, song, and celebration! The atmosphere is generally upbeat. It used to have a cool airplane hanging from the ceiling, and some other interesting decor, or at least I didn't see anything like that there this time. Now the ceiling is just covered with posters. We especially liked the strawberry Freckle Lemonade and the Oreo...

NEVER EVER COMING BACK HERE. We arrive at the restaurant and put our name down. They said we can go out and they will text us when our table is ready, so we go out to the mall. They never said anything about how early we have to arrive, nor explain anything about their “policy” of texting back to say we will get our table. We didn’t have data so we got the text 10 minutes late, then we started walking to the restaurant (took another 10 minutes as we were on the other side of the mall). When we arrived in 20 minutes, they say because we didn’t arrive within 5 minutes and didn’t text them back, we have to put our name down again and wait. They said it’s our fault we didn’t text them back, our fault we don’t have data, and our fault we didn’t arrive in 5 minutes when nothing was explained prior to. So we waited another 30 minutes (total of 1 hour and 30 minutes) and finally get seated. When we are ready to order the food and drinks, the server comes up but only gets our order for the drinks. Didn’t even ask if we want to order food and just leaves without any eye contact. And the server forgets one water and says will be back with one. Doesn’t come back so we have to ask again. Then he comes back and bangs the water on the table. Also, we found some leftover pasta attached to our yam fries bowl which wasn’t even warm when it came out. Thanks for the HORRIBLE service. And please train your employees to say the right thing instead of making everything the customers fault. Especially if you are the manager, please admit your faults. Thank you. To add on, went here for my birthday years after this review. The server told me we cannot use multiple royalty memberships for one table. Which makes no sense because we have done that at other locations, and for example - what if you’re all paying individually? It doesn’t make sense if you can only use 1 membership per table. Then later the server comes back saying we can use multiple memberships. If you’re unsure, please tell customers that you are not sure and will look into it. We are all humans. DONT INSIST THAT YOU ARE CORRECT WHEN WE ALL KNOW YOU ARE INCORRECT AND THE WEBSITE CLEARLY SAYS SO. Also, the burgers were so dry that it was hard to swallow and I thought I was going to throw up while eating. No one at the table could finish the burger. And I was using my birthday reward, and still had to ASK if there are birthday deals. You should be offering the free dessert, not having the birthday girl awkwardly ask if there...