Red Robin Gourmet Burgers and Brews — Restaurant in Eugene

Me and my girlfriend go to red robin once a week for her cheat meal since she is on a strict diet. Usually every time has been great. We have gone to other red robins and this one is still our favorite. Until last night.. We got there and were seated wtihtin 5 minutes! (which was great) We ordered our food and didnt receive it until 1 hour and 15 minutes later. After about 30 minutes into our wait, the server came over and told us the kitchen had lost our ticket and we had to reorder. We reordered and continued to wait. By now, we had watched people be sat (after us), ate their food, paid, and LEFT the restaurant. Our server did bring us fries while we waited (we get bottomless fries anyway so it wasnt a big deal). Then he tells us we are the 3rd ticket in line! THIRD! uh hello? we should be the FIRST ticket. So we asked for the manager because we ate our fries and waited another 10 minutes and still no food. The manager on shift was not helpful at all.He came over didnt give us the time of day and immediately just started telling us what he could do. He gave us a card for a free appetizer or dessert.. We never get either of those.. he didnt ask what happened or anything, we never got a word in.. and one of the most important thing about solving a customer satisfaction issue is always listening to the customer and making sure they feel heard and adress the problem to their needs. I thought it was ridiculous and ironic because in order to use that card we are forced to come back. So it appeared that all they cared about was money coming back in. So we said whatever and took the card. Finally our food came out and my burger did not have the sauce that i asked for on it. usually I would never complain about something so simple as a sauce but at this point i couldnt take it. We asked for the manager again and he came over and we explained how we wouldnt use the card he gave us and that my burger was made wrong. He said he had something better and then came back... He gave us a $9.00 gift card and said we got half off our meal. Great, except that we would have already gotten half off since we are royalty members and that was the promo for the burgers for the month of may. So we asked if we could stack the deals and he tried but the computer wouldnt let him. So we used our $9 gift card and still had to pay .64 cents. Which was nice. But why go through all of that hassle and not make the meal on the house? Me and my girlfriend both have worked customer service and believe the manager could have handled it better. Our server and food were good but overall experience was terrible. I always leave good reviews and rave great things about red robin. Now im sad that this experience makes me never want to go back. we love red robin, but this put a sour taste...

UPDATE I did reach out to Red Robin corporate. They responded very quickly. I appreciate their timely response. We will still eat at Red Robin. I just don't recommend the Eugene location. We have had outstanding service at the Salem Red Robin!

Probably one of worst restaurant experiences lately. We were excited to go out to eat as a family. My 7 year old is gluten free and we know you have options. We visited Dec 26th. We got to the restaurant around 1244 and were told it would be about a 10-15 minute wait. She took my phone number, I repeated it twice for the hostess. We waited....we kept seeing people go ahead of us that had come in after. We asked the hostess she said we had been texted. I never received a text nor did they call my name. She was able to seat us at 130pm, she walked us to our table and tossed the menus on it and walked away. Our server came over and we ordered our food. We asked about the $10 burger/drink/fries that is advertised on the window. She said it ended yesterday and they couldn't honor it. We ordered 3 burgers a salad and a side of fries(GF). The food came around 148 minus the Side of fries for my daughter. She assured us they were being cooked and would be out shortly. At 158 she refilled our water and we asked about the missing fries. We also asked for 1 refill of the regular fries (bottomless that come with the $15 burger) At 2pm still nothing and everyone was done eating, my daughter still wanted her fries...partially the reason we came to the restaurant. At 216 the waitress comes over says "I took off the fries, discounted your ticket and comped the video game" The kitchen is loosing it. The only communication we had was the fries were being cooked. It felt very abrupt, like pay your bill and leave. We paid our bill tipped the waitress and left. Almost every staff member looked like they didn't want to be there and they couldn't even get our order...

Went to dinner around 8 with a friend and the hostess seated us in the bar/lounge. We walk up and being more than 90% empty proceeds to seat us at a tiny table in the corner under the tv. When the server finally comes over we ask if we can please have a new table as we are both crammed with walls at our backs. Apparently this upset her. She steps aside and rudely says well then I guess that you can just pick your own table then. To not create a further discomfort we stayed where we were. I order an impossible burger with fries and my friend orders the California chicken with fries. After waiting so long that we are now the only people left a woman brings over my friends food and says well we lost the impossible burger somewhere along the way but your food has been in the pass so long we can’t leave it sitting there any longer. Then she asks me if I would just be okay with fries or would I like them to make my burger. If I wait they won’t charge me for it. I wait and they have to bring fries twice, my friend is done eating and I’m still waiting! Long story short, they finally bring it out, wrong of course, and instead of taking it off the bill they double charged us for it!!!! They take off one of them and say well we can comp you the tea you drank um no! 5 more minutes to listen to her talk to her friend about puppies as we are asking other servers to please have our server come to the table so we can pay and leave! Horrible horrible service! Food was decent but not good. What restaurant serves a table of 2 individually!? His food should have been refired and we should have been served fresh hot food together! No exceptions! No excuses! I got to watch him eat his cold disgusting food while I waited on hot food? Go...