Red Robin Gourmet Burgers and Brews — Restaurant in Township of Langley

I want to start off by saying we love Red Robin, but it seems this location just can’t get it together.

Without exaggeration, every single time we order food from here (typically take out) we receive the order and it is incorrect or cold.

Tonight, we ordered online. (Jalapeño Dippers, Side of Fries, and a Cheeseburger with only mustard)

My husband arrived at the pick up time stated online to be told it would be ready in 10 minutes. 1 hour later, he was finally given our food. When he got to the truck, he checked to make sure everything was there. (It’s typical parts of the order are usually missing.) Sure enough, the Jalapeño Dippers were missing. He went back inside, told the girl who handed him the food that they were not in the order to which she replied “Yes I know, we are out of them tonight.” So she deliberately knew she sent my husband out the door with an item we were missing. My husband got frustrated and asked for the Manager. I would also like to mention the remainder of the food in the bag was already cold.

Gulpreet (Manager on Duty) finally came and was rude and very unprofessional. Seems like this wasn’t the first complaint he was dealing with tonight as in the time my husband was waiting for food, 3 others had also complained about their food being incorrect and not at the right temperature. He heard one say their burger patty was raw. Gulpreet gave my husband the option to refund the order or order something different. Completely bypassing the time my husband spent there waiting for our dinner. My husband took the refund.

I called the restaurant and asked for them to give me a phone number in which I could contact Red Robin head office to file a complaint against the service this restaurant is providing. The girl who answered the phone put me on hold to find this number. When she finally came back to the phone, she hung up on me. I called back again, ran through the entire story, and then she gave me a number to call. She also told me to call within an hour or two as they were super busy. (Sorry, but no. You’ve already wasted our time tonight, so now I will waste theirs.)

I called the number, another lady said hello. I asked if this was the correct number for Red Robin head office. The lady seemed startled. She said “ahh.. no?” I said well I just got this number from the Langley location. She asked me who gave the number. I said whoever is answering your phones, do you work for Red Robin? She proceeded to tell me she was the general manager. (How unprofessional of staff to give the general managers personal cell number, but I thought Hey! Maybe finally I will be able to tell someone of my complaint tonight but as well ones from the past!) I explained my situation, and was basically told the restaurant was super busy, therefore the food was being sent out the door cold. I asked how she figured sending someone out the door with a part order and not refunding the other seemed correct. She agreed it was not, but then told me she would check the order on the computer. She came back to the phone and said “Well, I see here.. your order was refunded.” That was the end of the conversation.

It’s unfortunate because like I said at the beginning of this review, we really love this restaurant. I’m not asking for any freebe’s or gift cards to correct their wrong doing. I’m simply writing this review in hopes that whoever reads it will consider re-training staff from the back of house (to read orders properly and make them correct) to the front of house (to be customer service orientated, pleasant, professional, and understanding of their errors.) Busy and short-staffed are overused excuses when the mistakes seem to happen every time. We won’t be back to this location, hoping the other ones nearby offer...

Where to start...we arrived at 5:50 on a Friday eve and the restaurant was at roughly 60% capacity and were told it was a 5 min wait. We gave our name and proceeded to sit in the waiting area right in front of hostess station. Start noticing ppl are coming in and being seated ahead of us, but being we were a party of 5 we thought maybe it was because they were smaller parties. We waited patiently, until a party of 6 that had just walked in was seated. When I approached and asked how much longer....the hostess claimed she couldn't find our seating request or know we're waiting, even though it was her who'd taken our name and we were seated right in front of her waiting as ppl came and went. We finally got seated, by this time it was 6:30 and the restaurant was packed. We'd asked for a booth because we had my grandson w us, what we got was a center table in the busiest area w very high server and patron traffic and my grandson in a high chair right in the aisle. We ordered our dinners, and watched several tables who'd arrived after us be served, eat, and finish their dinner before ours was even served! After 45 mins, I was getting pretty annoyed and asked when we could expect our dinner to arrive. Told to hang on, then server came back and said all our food was ready except the salmon my hubby ordered which would be ANOTHER TEN minutes!!! He told waitress to just bring everyone else's food, so she did and all of our food was COLD due to having sat there so long waiting to come out. My order was for a California chicken burger, it was soggy, w no bacon on it, a small thin smear of brown guac, a few wilted shreds of lettuce, dripping in mayo and w a side salad w wilted dried out veggies and lettuce. A few mins later, hubbys order came and was also COLD even though it was the one we had to wait for because it was supposedly being made! Not only was it cold, the salmon was dry w no sauce or seasoning, and the broccoli was bland and dried out w no seasoning at all. Now weve been there over 1.5hrs and been served cold food w terrible presentation and poor taste. We asked to speak to management at this point, and when we explained everything that had gone on, she apologized, said she'd bring bacon for my dinner...then disappeared. Never saw her again. Nice management...?! Waitress came back w a bill even though 3 out of 4 of us wound up not eating and left hungry. Hands down THE WORST experience I've ever had at Red Robin, and definitely in the top 3 worst dining out experiences of my life, and I'm 48. I'd never recommend this new location or give them patronage again and Id been to the older location more times than I could count and could always count on a decent tasting hot meal. There was ZERO professionalism or quality control from kitchen to management, and even after given the chance to rectify and correct the issues, it still wasn't done and we left w empty tummies and time wasted. We should never have been charged for anything after soooo many fails on their part. Hopefully this location can start being a bit better when it comes to training employees and PR. Until then, there's many other far better options near by. Guess we learned...

I went to their new location today to celebrate my birthday and I have to say it was a total disappointment. I went with one of my brothers and our 94yr old mother and we got there early to beat the lunch rush. The chairs they have at tables were very uncomfortable and made it difficult for our Mom to sit, as she had hip replacement surgery in March 2022. Due to her hip, she was unable to sit at a booth. When we got seated there was only one other table with patrons, so we got our order in with the Server.

It did not take long for the lunch crowd to arrive and when they did, many had young children. This restaurant has polished concrete floors, so the sound/noise bounces and it became incredibly loud. Children crying/screaming & the restaurant had music thumping. The frustrating part is that the Hostess was sitting tables with kids around adults. I'm sorry, but there should be a "Family Area" where kids under 10 go with their parents. Red Robin may be "kid friendly" but it is not Chuck E. Cheese's and the price of the food states this as well. Unless the parents are paying for the meals at our table, I don't want to listen to their kids kicking up a fuss! If the child starts crying/screaming, have the decency to get up and take the child outside so people can enjoy their meals! On top of all this, our food order must have gotten lost in the shuffle because multiple tables that arrived after us got their food before we did. It took about 40+ minutes for 3 burgers to come to our table! The food itself was actually quite bland, not a lot of flavour like they used to make.

When my brother spoke to our Server about the excessive noise, the Server said that she has been hearing that complaint a lot. He asked where the Manager was and the Server replied that the Manager is busy in the back cooking! We just about fell off our chairs to hear that the Manager was actually too busy with cooking and was unable to hear feedback from the Customers. THIS is why I am writing this review! If you are looking for a restaurant that you can sit and have a conversation with someone while having lunch, this is NOT the place to go! It was so loud it was difficult to have a conversation and on top of it, the food was extremely slow being served and all the while we had to listen to screaming children! I find it funny that there is a category at the bottom to say if it is "Kid Friendly"...where is the one asking if it is a comfortable setting for adults to...