Red Robin Gourmet Burgers and Brews — Restaurant in Fenton

I ordered 2 burgers and fries on Sept 20 around 8:37 pm on ubereats. I watched my 1st driver sit at Red Robin in Fenton and my order was never picked up. The driver canceled the order and left at almost 9pm. I called Red Robin and spoke with Amanda and was told that they had closed due to maintenance at 9pm and my order could not be picked up. I did a chat with Uber eats and they refused to cancel my order without charging me, even though the restaurant was closed. They said I needed to wait until my latest delivery time, which was 9:55pm. So I waited until 9:55pm as I watched driver after driver accept my order and cancel. I even called one of the drivers and asked him to please report the Red Robin closed and he didn't, he just canceled the order on his end. I again tried to chat with Uber eats and got nowhere, they kept adjusting the delivery time over and over, even after the normal business hours of what Red Robin would have stayed open, which is 10pm. After 10pm I got a message the order was picked up, and it was like driver number 5, I tried to talk to him but he replied in Spanish and showed up at my door at almost 11 pm with a pizza. I expressed to him, and got him on my doorbell camera, that I didn't order a pizza, I ordered burgers and it had been over 2 hours, and he laughed at me and said no English. There was no way he could have even picked up an order from Red Robin after 10 pm because they closed at 9pm. Im not sure where the pizza came from but uber eats refused to credit me and said I got my order and to call the restaurant. I called the Red Robin and again spoke with Amanda who confirmed that my burgers were never picked up and that they noticed a pizza was. I was told there was nothing they could do to refund me, even knowing I never received my order. This is unsatisfactory. I have had to open a fraud investigation against the charges with my bank. I felt my safety was at risk because a driver that could not communicate me showed up with a pizza from who knows where and shoves it at me. It had no receipt on it, nothing. For all I know, he was an employee of Red Robin, got off work, and grabbed the uber order and a pizza and came to my house. I will never order Red Robin uber eats again.

This is my second time, and the first was horrible as well. The bag came entirely open, no stickers or anything closing it up. The food was cold and the fries were open. For all I know, the driver could have tampered with it. I also called about that order and was told by the manager that they had a new employee who just didn't know how to bag up the orders. Im not sure whats up, but when you are paying almost 20 bucks a burger it sucks to have it messed up or not even get to you, like my last order, and still be...

So we were there September 2nd to celebrate a birthday...we arrived around 5:30 and we were told it would be a 20-25 min wait for a group of 7, ok no big deal. 30 min goes by and no follow up from the hostess so we went up to inquire how much longer, that's when we were told it would be another 10 min wait...ok...a group of about 8 walks in and the hostess passes our group and says we're next and then proceeds to seat the group of 8 that just walked in. A bit peeved we asked if they had a reservation as we had been waiting for almost 20 plus min more than we were originally told...the hostess gets her supervisor and manager who proceed to make excuses. It started the with hostess trying to explain that the waiters are bussing their own tables which is why we were waiting, then the supervisor stated there was a mix up with the tables, then the manager explains the hostess is new...ok so let's start with this was a holiday weekend and while I understand people have to learn the new hostess didn't have any business being by herself if she needed further training...if there was a mix up a simple "hey I am so sorry we mixed the tables up, let me grab the kids some menus and crayons and I'll try to grab a basket of fries for you guys while I find a solution" instead everyone acted like we should just deal with it and once we were seated we were told the manager was taking care of our appetizers which was nice but would have been unnecessary had anyone used a small amount of kindness...the hostess was downright surly and the supervisor didn't speak to us directly just through the hostess or manager

I'm not looking for anything free here but a serious revision of customer service should be reviewed from everyone at the Fenton,...

2021-Red Robin is great but the whole pay thru the tablet type device on your table is impersonal. I had a rewards coupon and asked to use it. Server basically said it was out of his control. If its on the card ok, if not, he can’t do anything. I had my card in hand along with the email clearly showing I had a valid offer. What happened to the server actually providing a service and offering to check for you or pulling it up on the tablet themself? I want to pay cash and don’t want to order, pay, or use coupons through a tablet. If the facility wants to do it, great, but make the servers use them. And why should I tip as much as much as I normally would when they aren’t doing as much as other restaurants? It’s also way too easy for kids to order games or additional food without an adults knowledge. I got charged a fee for my son using the device, and I had no idea he was playing anything that wasn’t free. What a scam!

2022-Decided to go back in and give it a try. Happy that we got a printed receipt and could pay the server and they loaded the coupon themselves. Service was so so. Food good. The temperature in the restaurant was absolutely freezing. I felt cold air blowing on me the whole time. It’s 20 degrees outside and snow on the ground.. is air conditioning really necessary? Also the plexiglass is nearly useless. If you sit in a large booth in the back there is a large gap in between you and the smaller booth behind you. If you sit in a tiny booth, you have absolutely no glass between you and the other tiny booth right on the side of you. I don’t want to sit that close to a random person even outside of covid. It’s...