Red Robin Gourmet Burgers and Brews — Restaurant in Burlington

We eat at this location at least 4 times a year. Jan,Feb,March, and then again in Oct. This was absolutely the worst service, worst server, with the worst listening skills. Unfortunately she did try, was just not up to the task. We asked our server to double-check what was on the Wedgy Burger. We all remember it having choice of cheese but this menu didn't mention anything about cheese. After her telling us from memory then coming back from the kitchen (which was right in front of us) telling us more, it was all quite confusing. To make it simple, I just let the server know EXACTLY what I wanted. Onion, American cheese, mayo, & pickles. When it was brought out first thing I noticed was No cheese. The server brought out a piece of American cheese for me to put on my burger. We were all in complete disbelief. I politely took the cheese and ask that the kitchen remove the lettuce and melt the cheese onto the burger. It took 10 minutes to get the burger back only to realize there were no pickles or Mayo. I let the server know, after a few minutes she brought some mayo. I reminded her about the pickles and it was (I actually timed it) 5 minutes for the server to bring out 3 PICKLES! Previous experiences, the dish was full of pickels. By this time the table had finished eating & just ordered refills on drinks and more fries as I had just begun to eat.

The manager had come by our table, we explained everything. Yes, there was More. Including lack of alcohol in the drink. I don't drink (was celebrating my birthday) so I should have been able to taste alcohol.

The manager was extremely nice and apologetic. Giving free card for dessert. After hearing the whole story he said he would come back and when he did he had written out for an entree and drink the next time we come.

Trying to check out, the machine at our table did not work. I had gift cards on my phone and another server had to come, get the information. My original server came back asking for my phone number because I had mentioned we were on their rewards. Mentioning that it was my birthday. I should have received my entree free, I had checked this before leaving the house that night. With the manager at the table, difficulty paying the bill, my server, the additional server, I forgot to double-check the bill making sure they took off for my entree. Of course they did not. As I said I did mention we were on their rewards program and that is why they needed my phone number and that it was my birthday and it automatically showed a free entree. There is NO reason in the world that this should not have been applied to the bill. Weeks later still shaking our heads as to how all this happened. It was all like a bad Birthday prank. Seriously, if the kids didn't like this place so much we would not return. Certainly if that server is still there, will not allow her to wait on us again. I have yet had the time to go back to the restaurant speak to the manager and be reimbursed for my entree. If you can even imagine, there is MORE regarding that server. Since this is something the server decided to take upon herself and not something she was trained to do or the restaurant would approve of her doing, I will let the manager know. If it were not for her doing something completely unethical, I would feel truly sorry for her. Questioning her training or lack thereof. I do not know if she is still employed at this restaurant or at any restaurant. A simple warning would be make sure your server gives you correct change and not "round off" as she put it (cheating the customer) when I confronted her. If I had had the time I would have spoken to the manager right then. When speaking to the manager prior, I believe this manager cares a great deal about the customers and the service they receive. He was kind,actually listened to what we had to say, as well as being a fair employer.In the beginning we agreed she was trying, and we believe that she would havegotten...

We have been sitting at a table waiting for at least 10 minutes now, after having to wait to be seated, and still no one has table touched to get our drink orders. Will update later if service improves...

Edit- we almost walked out bc it was 25 min later that the hostess came by and got our drink orders, and brought me the wrong drink. And about 3 minutes after that our server finally showed. Will update on how the food is when received.

Edit 2- after the waitress took our food order while taking the fixing of the drink order, we waited for about 10 minutes and then our food came out, so that wasn't too bad. But then they had forgotten three things on my burger so I had to ask for that stuff again. Took about 5 minutes to get that when she came back she asked if we needed napkins and silverware we said yes because one of the things forgotten on my burger was an aioli that I needed to spread. Had to go ahead and spread it with a french fry because it took about another 10 minutes to get the napkins and silverware. Which was kind of upsetting to my boyfriend because his Burger was slightly messy and he really needed a napkin. I did speak with a manager before leaving but they did not offer to comp anything for their mistakes or our long wait either and bad service so it wasn't really a great experience which sucks because we usually love Red Robin and had been looking forward to going there because my boyfriend works out of town now it is only home for one or two days a week, and so we have been planning this trip for my birthday since last week. Ended up not ordering dessert from there because we didn't want to have to wait or it be wrong and ended up going to Cold Stone for...

We ordered online for pickup. Online it says to approach any employee for assistance. When I arrived to pick up our order there was a line waiting for the hostess who was nowhere to be seen.

However there was a waitress standing there with a nice button saying, "I work for tips". I approached the waitress next to the hostess stand and told her I had it to go order, unfortunately, I rudely interrupted her texting and was told to wait for the hostess who was still missing. I waited in line for the hostess to finally come back while the same waitress continue to text.

Eventually, I was supplied my order and I left. The same waitress was still there busy on her phone working for her tips.

At home when we were eating, one of the burgers that was supposed to have been well done was bright red in the middle. You would think that at a hamburger establishment, the hamburger cook who has just one job, would be able to accomplish that job.

I've eaten at other Red Robin's before and have enjoyed the service and the burgers. However, at your particular Red Robin it seems the hostess has things to do other than hostess, waitresses who text for tips and hamburger cooks who don't cook.

If it appears that I am disgruntled with tonight's events at your establishment you would be correct.

I try to go out of my way to compliment good service. Unfortunately there was nothing good to share about this experience.

Except the burgers were tasty after I finished cooking...