Red Robin Gourmet Burgers and Brews — Restaurant in Auburn

UPDATE: 10/17/12 Manager tried to bribe me??

All issues with the sewage back were fixed, place Iis in great condition.

Service, not so much. No wait to get in. Did wait 10 min for a server to take my order. No problem, looks like they are running with two servers in the dining room only. Place order for drink and cheeseburger. 10 min later drink arrives. A bit slow for a drink, but hey, shortstaffed. 15 min after order placed, burger arrives. It is a messy one, lots of relish and sauce. Cool! I like that. I'll just grab a napkin and... no napkins. Huh. Look around, no tables have napkins. Maybe with the silverware they provide when you are seated? Nope, no silverware. Huh. Okay, try to flag down a server. 5 min later get success, tell them I'd like -"fry refill? No problem!" and leaves before I can tell them I need napkins. 3-4 min later they drop off napkins while seating another guest. By this time the burger is 15 min old on tge plate, under a cold vent, and is actively colder than room temp. Hey, no problem, things happen. I am in no hurry. Five min later fries that I didn't ask for arrive. I try to ask for a replacement burger but that waitstaff is just doing fry refills, not engaging with diners. By the time the burger is 30 min old, staffer comes up to see if I want a to go box. Sorry, no, this burger is old and at room temp. I gave up, took my untouched plate to the lobby to meet with a manager. They came out, I explained the issue. They tried to offer me free desserts if I don't write a bad review. Bribery.

UPDATED: 9/26/2

ACTIVE SEWAGE OVERFLOW IN DINING AREA

Seriously, this is disgusting and unhealthy. Heavy rainfall appears to have caused sewage overflow from bathrooms to dining area. Staff trying to use shop vac to pick up the spreading water but that caused the body waste sewage smells to spread even further. Only s couple of guests present and we are all leaving. Hearing the sounds of people throwing up isn't a great atmosphere.

MANAGEMENT: You need to close the store immediately and do a full clean. Health hazard from human waste in the dining and kitchen areas is unacceptable to customers. I am sure the Health Department will probably be interested too. Clean up ASAP. This is serious.

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UPDATED 5/11/21:

Service has certainly changed, but unfortunately not for the better. Host asked I want to sit in the bar. I said no. He proceeded to try to take me to the bar. I declined. He asked where in the bar I would to sit. I told him a third time, no bar. I was there to eat and read a book I had, good lighting. He took me to a corner where the lights were burned out. He left without saying a word. I went out front again. He greeted me, asked where in the bar I wanted to sit. What the heck. I asked four times for another host to assist. He ignored my request. I asked for the manager. He steps behind the partition to chat with a coworker about the jerk in the lobby, He wants the manager, he is taking pictures of everyone (I wasn't, I was looking for their phone number), what do I do now. This is all of 8 feet away and I can hear all of it. I call out to him that if you are going to insult customers, don't do it within earshot, because we can all hear him. I ask for the manager again. He says he can get them if I want. Why yes, I have asked twice now and been ignored. The "manager" comes out, whom isn't the manager, but a coworker pretending to be. I get no further with them, and I ask for the manager again. They... couldn't help there, not sure where the manager is at that moment.

Right. I left. Staff openly ignoring me I expect there. Lying to my face and calling me names behind a light partition, inexcusable. Refusing to get the manager to avoid getting in trouble, sorry, no. Lying about me taking pictures, not acceptable.

I will go back again, but the crew on duty today, 5/11, seriously need training in customer service. They could be fantastic, but chose to represent Red Robin as a childish amateur group and this review update...

UPDATE 2-weeks later: After seeing my review a Red Robin customer service member name kiyona had reached out to me, asked me a few details about my experience and asked me to provide the receipt. As I couldn’t provide the receipt I told her I would be willing to provide any other helpful information that may help her locate our check. I had to follow up twice and after the second email and nearly two weeks later received this email reply: “Thanks so much for getting in touch with Red Robin. To us, the only thing more important than Burgers- is you. please provide me details of your experience with us.” As if we hadn’t had a thread of emails going. Apparently Red Robin’s customer service sucks all around!

The service industry has drastically declined since Covid, but this Red Robin location has truly set the bar at an all time low! First, we arrived around 6:30 and asked for a table for four. The hosts that “greeted” us told us it’s would be a 30 minute wait. I said the was fine and he seemed extremely annoyed and reluctant to add us to the waiting list. we decided to grab a drink in the half empty bar while we waited but it took nearly 15 minutes for a server to come over look at me and say “i need your ID” no hello or any other greeting. Clearly, the customer service here is lacking but here’s where it gets good… the host calls our name and seats us. As she is informing the server that she has a new table, the server looks directly at me rolls her eyes and is visibly upset that she has to take another table. At this point another server comes by and volunteers himself to take our table. I could literally hear him say “no problem, I like being sat.” Honestly, this male server was the restaurants only saving grace. I wish I would have caught his name, but I can only describe him by is longish brown shaggy hair and cool earrings. He is the only reason they have earn a star and should be awarded for his positive and welcome attitude that clearly doesn’t reside in the other employees. While I do understand that people have personally issues that may be effecting their service skills, this experience was absolutely unacceptable. In no way should patrons feel they are an inconvenience, especially at 6:30 on a Saturday night. There are other issues I could touch base on…slow drink service (for some reason they have support staff for this), we ordered refills before our food arrived and were done eating by the time they arrived. Cleanliness…what cleanliness? The bathrooms…disgusting, no toilet paper or liners. DO BETTER RED ROBIN IN AUBURN,...

This is my first 1 star review I have ever given and probably my longest.

To preface, they were slightly busy when we first arrived but there was no wait time and by the time we left, there were quite a few empty tables.. so it's not like they were dealing with a "rush".

The gentleman who checked us in was pleasant and quick, but It took over 15 minutes before we were even greeted by our server. We ordered apps and they came out in a decent amount of time and were tasty. Here's where it takes a turn. I ordered a side ceasar salad easy on the dressing, my sister ordered the kids mac and cheese, my brother ordered a kids burger, my dad ordered the fish and chips. Food took a long time to arrive, my salad was drenched in dressing and the leaves were soggy. My sisters mac and cheese was room temp and the top of it was glazed over like it had been sitting for awhile. My dads fish and chips was lukewarm at best and soggy. The burger was ok, it looked like it was dried out but my brother is 6 so he was just stoked to be out and didnt complain much. No silverware was given and it took 10 minutes to even get it. They took my sisters mac and cheese back but when they brought it back, it was the same bowl (her spoon mark was still in it) and it was slightly warmer.. I'm assuming they just microwaved it instead of giving her fresh mac in cheese even though she waited a while. Our server was extremely inattentive and unapologetic. It took about 15 minutes to get a water refill and THERE WAS A USED LEMON IN THE WATER WITH TEETH MARKS. How does that happen?!?! When the water refill was requested, so was a refill for my sister. We had to ask our server twice, a busser, and then finially another server for it (he was prompt at least) but this was no joke a 25 minute process (we started timing at this point). We asked to talk to the manager which I have NEVER done before. She seemed fake concerned about it and took off a few bucks... as in like 3 and brought us a small basket of fries (which we could have had anyway because they have bottomless fries?). Now I'm not a mooch but with how terrible our experience was and the fact we got A USED LEMON (EW), something should have been comped or a free dessert should have been offered.. SOMETHING that showed they actually cared for the principal of it. I worked in the service industry and if anything remotely as terrible would happen, managers would at least try to make it right.

We left a couple hours ago now my dad is sick with food poisoning!!

Never stepping foot back in this place. You...