Red Robin Gourmet Burgers and Brews — Restaurant in Chambersburg

Food is great but staff could use more training on the way to approach customers on mask policy. Let me start this review by saying that before the pandemic started we were regular customers to this location. Like 4-5 times a month. During the early days of the pandemic we got carry out often. It was one of the local restaurants we wanted to see survive.

But tonight 1-6-21 there was a staff member that was being extremely loud and rude to customers over the mask policy. Got to location about 6:30 pm and walked in with family. Two ladies at the welcome desk and one of them was very loudly and forcefully telling a customer he didnt have his mask up high enough on his nose . Now this customer had his mask on at least halfway up his nose and he is walking with his group from the waiting area to his table he doesn't get 10ft and this gal is basically yelling at him to get his mask up higher. Loud enough for every person in the bar area to clearly here.

So now its my turn to be seated and she notices that my youngest is not wearing a mask. All the rest of our group is. Get the same loud talk so i walk right to the desk and tell her the reason my little girl is not wearing a mask is due to a medical condition. No I am told she has to wear a mask to walk or be carried to the seating area not 30 ft away. I asked for a manager who came and tried to tell me the same thing. Told them we have been there many times since pandemic and have never been bothered about my girl with a medical condition not having a mask . I was blunt and firm with manager and we were quickly seated.

Needed to make a phone call and went outside after ordering . Coming back through the door putting my mask on I was loudly ordered to get my mask on higher. The level of rudeness was just over the top . If your welcome Staff feel the need to assert their authority that loudly and rudely they need retraining in customer relations. If you tell a customer who has a mask on that is clearly covering all your mouth and almost all your nose to move it up higher. I think the customer heard you say it the first time you don't need to yell at him three times in 10ft of walking space

As to my little girl we will try to remember to bring her full face shield along when we come the next time

Lastly Please and Thank you go a long way to people willing helping your location comply with the...

I’m not sure what is happening to customer satisfaction but when ordering curbside at this red Robin . I called in a salad and ask for extra chicken and cheese and ranch dressing. The last time they had forgot to put the silverware and the straw in the bag.

Before driving off, I made sure the silverware was in the bag but I did not check the see if the order was correct After driving back over to work, I opened up the box and saw. I did not see any cheese on the salad at all. Even though I paid for extra cheese, I wasn’t going to not eat the salad because they had forgot the cheese, but I could not eat a salad without any dressing that they forgot.

I called back in and told they that I didn’t have any dressing to eat my salad with and I really didn’t see any cheese on it but I paid for extra . I had to drive back over to red Robin and used up all my lunchtime, which I was not gonna be able to eat the salad anyways now Jordan, the manager wanted me to give her the salad back that she had gave me previously Her explanation is that she had to check everything out to see what was the mistake When I got back to my work, I called the red Robin and ask her. Did she see there was no dressing, and cheese on the Salad Her response was there was no dressing in the box I guess I should’ve gave her the bag that she gave me that the salad was in , so she couldn’t investigated a little more Not only did I drive over there one time I had to return and go back over to get the salad that I had ordered that they had not got correct But instead of trying to please the customer . It was all about making inconvenient for the customer and basically calling them a liar because she felt the dressing was in the bag that she gave me that I forgot to give it...

We eloped and were hitting the road for our honeymoon the same evening so we decided to get our first married dinner from RR cause we love it. I ordered 2 veggie burgers and extra fries and we picked them up on our way to the highway so we ate while on the way. I was missing the fries, no biggie, I can deal, but we were charged $8 extra for impossible patties instead of veggie and they were the most revolting things we had ever tasted. It was extremely disappointing. Please make sure your employees know the difference and give the customer what they ask for. I will say, This is only the second time I’ve had a truly cruddy experience here, the first was a milkshake exploded all over me from the glass shattering because the employee took a hot glass from the dishwasher and made a cold drink in it immediately. Bad news. And we were never offered a comp or anything. They told us they didn’t know what to do. They even charged me extra for the replacement. But these are kind of big deals.

We love RR and keep returning for now. I just hope this isn’t going to be a new normal and hopefully these types of things can be addressed...