Red Lobster — Restaurant in Dearborn Heights

First i want to say each department in every place should work hard to represent themselves to the fullest. 09/22/18 we went to this location with 3 of our children at what seemed to be a kinda chaotic night for them. On that note, Isis was our server and she was A1 in all her areas of customer service ! Any company with fields of customer service should be proud to have her as an employee👍 the manager we spoke with, a woman, was very nice and understanding as well. We had over a 1 hour wait to be seated upon arrival, Isis was promt to the table to take a drink order and any appetizers. She tried to keep any waits to minimal and the flow of the evening smooth. So after the apps she checked on us another couple times maintaining hers tables to the best of her ability, while you could see there were alot of things happening around us and other team members having issues also, during our next long wait for our main courses. The appetizer was chips n dip(dip was NOT cooked ok) Our kids now have been on a 2 hour wait only having rolls to eat so far are now asking to leave, when finally here comes the food ! Well here comes our kid's food... Mom n dad have to wait a minute. So the youngest takes 1 bite of everything on his plate, and asks to put his head on my purse(within 2 seconds he is asleep) as our food is now on the table and even tho they were not mixed up, the portions of my oldest son's and daughters plate looked fine(average), my husband had what looked to be a kiddie size portions on his plate. So our "family" conclusion was simply this... There is good customer service skills employees here, this location has some good potential to be great for not only the customers but for the servers and staffing, they NEED to fix whatever is happening or not happening in the back with the cooks and miscommunications they may be having. Keeping the good employees that are having to take the blunt of the not so great employees slacking and irresponsible behavior. Anyhow food was cold, kids were passing out, we packed up what we had n went home. N Good job keeping it...

We went to this particular location on 7/30 with a group of 7 for a celebration. We went in and was able to sit down immediately. The server was decent not great not bad until then end of the experience. The lettuce for everyone’s salad was old however it got pass the person who put it on the plate and the server and brought to the table. Most of the lettuce was clearly dark and brown. The food was decent no complaints other than the salad. So here comes the issue. Once we are we asked for the bill, of course since it was a group the serve did not want to split the bill. Ok fine although no one mentioned that, it was no sign that stated they wouldn’t split it nor was it on the menu. But, nonetheless that wasn’t a huge issue. We were told to use the kiosk to split the bill, well 2 people had cash so we progressed with splitting the bill. After we split 2 bills for the people paying cash we moved to someone with a card. The kiosk repeatedly gave an error about reprogramming while trying to pay for this one meal. We called for the manager to ask about splitting the bill as this person COULD NOT pay for her complete meal due to the kiosk malfunctioning on several attempts. The manager (I didn’t catch the name but this person arm was in a sling) was very RUDE and unprofessional. When the issue was explained and we asked for a solution we were told to just pay the bill that was the only option. The manager continued on to say that there was no way to process multiple payment methods outside of the kiosk because splitting the bill would mess up the system. One person at the table asked for the customer focused solution and the manager could not provide a solution to resolve our issue. After several people chimed in the server and the manager went to the computer and made a smart remark that the bill was already split up and proceeded to bring 3 bills to the table which clearly means the bill was not split if there were 7 people paying individually at the table. I would not recommend this...

Literally hands down the absolute worst experience my husband and I have EVER had in a restaurant. We arrived an hour before closing and didn't even see our waitress for 20 minutes to order our drinks. When she finally took our drink order she was missing in action again for another 10 minutes. When she did eventually come back, it was only to tell us that they were out of yogurt for the smoothie that I had ordered. (Still no drink for my husband though). So I ordered a simple fountain Coke, which arrived 15 minutes later. Still no drink for my husband, still no biscuits. When she finally brought my husband's drink, we went ahead and ordered dinner. No biscuits and no sign of our waitress for another 15 minutes at this point. And it wasn't just us, all the tables around were starting to wonder what the problem was. Meanwhile, my husband asks to speak to a manager because a table across from us had arrived after us and already had their food! However, they sent it back... TWICE! No manager until my husband gets up and tracks him down. So we're going over the problems, including someone trying to bring us someone else's food, still having no biscuits despite being there for at least 45 minutes, etc, when he assures us our food is cooking. I start listing off our orders to make sure they had them correct and they had been out of the crab that I ordered for OVER A WEEK! Guess they weren't cooking our order yet after all! Miserable experience... We had closed on our house and this was supposed to be our celebratory dinner. Here it is, they close at 10pm and we didn't even get our food until 10:15pm! And then they brought no butter for our potatoes, no sauce for my coconut shrimp, no claw crackers, we never got the "unlimited biscuits" my husband asked for and my husband never got his salad at all. What a joke... If I could give this place a zero I...