Red Lobster — Restaurant in El Paso

We always sit at the bar because we enjoy the conversations with the bartenders and the extra special service we usually receive. Unfortunately our last dining experience at this location Saturday 2/8/2020 @ approx 4-5pm was more than disappointing. When we arrived there was only 1 person sitting at the bar. There were 3 servers/bartenders and 2 Male managers tending to business at the bar. Not one of them greeted or acknowledged us. They looked at us, but not a single smile or "hello." After about 10 minutes a shy, timid bartender asked if we'd like menus. We requested beverages and received them. After 15 minutes another shy bartender asked if we'd like to order and we did. We ordered an appetizer, entrees, salads and I ordered a cup of soup. We recieved our salads. After we finished we received our appetizer, stuffed mushrooms, without side plates for the apps. She dropped it off and walked away. After a few minutes I had to ask her for the side plates. Shortly thereafter our entrees were delivered by a "runner/server" named "Freddy." Now this young man was awesome! He asked if there was anything else he could do for us and removed all the empty plates and baskets that were piled up in front of us with a smile and great courtesy. Meanwhile our 2 bartenders failed to ask again if we wanted refills or another drink and check to see if our meals were ok. I had to wave down the bartender, show her our empty glassware and ask for another drink well into mid service. I never got my soup. My fiance's entree was supposed to come with rice and he ordered asparagus as his other side. We were not made aware that they were out of rice much less offered a substitute. Three quarters into our meal we, again, waved down the bartender to ask about it. She said "oh we're out of rice. Do you want something else?" He got a pitiful side I'd mashed potatoes after he finished his entree. There were never more than 3 other guests at the bar. After I requested another refill on beverages I told the bartender that she never brought out my soup and to please make sure its removed from our check. Thankfully the food was delicious! I didn't bother telling the managers because after being in the bar when we first got there they never went around again to ask how things were. I was drinking water. How difficult is it to refill water? The poor service definitely rolled down from the top. I am sorry we spent our money there that night, I'm sorry those 2 shy, timid, unmotivated bartenders didn't recognize their shortcomings. Freddy and his excellent customer service did reap the reward for our...

We place our order yesterday online (Mother’s Day May 10, 2020) and when I arrive to pickup our curbside order there were no signs identifying where the curbside pickup was, there was a crowd of people at the front door and a line of cars circling the building. I called the number that was given to us in the instructions on the app. After my 3rd call I was sent to voicemail, left a message and continued to wait for my order. After 30 minutes of waiting and/or calling their curbside pickup phone number, I decided to get out of my car and approached the crowd at the front of the restaurant. Once I approached the crowd who by the way were NOT SOCIAL DISTANCING I was made aware by several waiting customers that they had been waiting 4+ hours for their orders. There were no employees to be found, and two customers were so frustrated with the lack of communication that they entered the restaurant trying to find out what hell was going on. It was obvious management had no control of this situation and had no regard for the lack of customer service. The two customers were physically removed from inside and the “manager” proceeded to scold the crowd, demanding we move back away from the door. We were then told to continue waiting for our orders without being given any reason as to the delay or how much longer we would need to wait. The “manager” did offer the option to cancel orders but the task was assigned to another employee who we would need to wait for. Once that employee came to the door she had a clip board with a white sheet of paper and was writing down names and order numbers of customers who wanted to cancel their orders. She also explained to us that we would have to wait 10-14 BUSINESS DAYS to get our refund. To my surprise THIS MORNING (5/11/2020) the $120.00 had already posted to my account. It probably did take 10-14 HOURS FOR THEM TO DEBIT MY ACCOUNT. So not only am I (A HEALTH CARE WORKER) out $120.00, I didn’t even get my MOTHER’S DAY DINNER AFTER WORKING A 10 hour shift. THANKS FOR NOTHING...

Server - Irma Good server service can make a dining experience unforgettable, and Irma exemplifies exactly what exceptional service looks like. From the moment guests are seated, Irma greets everyone with a warm smile and genuine enthusiasm that immediately sets a positive tone. She pays close attention to detail, ensuring that water glasses are always full, orders are taken accurately, and special requests are handled without hesitation. What truly sets Irma apart is her ability to anticipate guests’ needs before they even have to ask—whether it’s offering extra napkins, checking on food temperature shortly after it’s delivered, or suggesting popular menu items with insightful explanations. Her timing is impeccable; she is always available when needed but never intrusive, striking a perfect balance between attentiveness and respect for diners’ space. Irma’s knowledge of the menu, including ingredients and potential allergens, adds an extra layer of comfort for those with dietary concerns. She handles busy nights with grace and calm, never appearing rushed or flustered, and treats every table with the same level of care regardless of how crowded the restaurant is. When problems arise, Irma addresses them quickly and professionally, always taking responsibility and offering solutions with kindness. She also makes a point to connect personally, remembering returning customers and creating a sense of familiarity and appreciation that goes beyond standard service. It’s this combination of warmth, efficiency, and professionalism that leaves a lasting impression. Diners not only enjoy their meals but feel truly cared for under Irma’s service. In an industry where customer service can make or break a business, Irma stands out as a model of excellence. Her dedication and friendly demeanor turn a simple meal into a memorable experience, and she leaves every guest feeling satisfied, valued, and...