Red Robin Gourmet Burgers and Brews — Restaurant in Gresham

Treated horribly by manager Jeremy tonight! As a former General Manager of a different business, I am appalled by our treatment, and I will NEVER return while he is employed by Red Robin!!!

It was my nephew's birthday, and his favorite place is Red Robin. We had a medium to large group of people, and while I understand long waits, 1.5 hours to get food is a little outrageous on a Monday Night. We had to ask out server for condiments 4 times, had to find someone to refill drinks because our server walked away before refilling. I get it, it's busy.

My burger was raw when served, and my mother in law's was overcooked and hard to chew. When I asked for them to cook me a new one, well done like I ordered, and for my mother in law's to be recooked as well, they both came back wrong again. Hers again, overcooked, and mine was a completely different burger that came out. I ordered the brown sugar glazed one, because hey, as a pregnant woman, it sounded amazing!! I was then given a dry patty, bacon, and bun, nothing else.

At this point, I went to the front, and asked for the manager. Again, 9 year old's birthday party, the last thing I want to do or am trying to do is create a scene, I just wanted him to know how disappointing our service was, and ask for him, or another senior cook, to recook my burger. I didn't even get that far before Jeremy started raising his voice and getting completely confrontational. Raising his voice, pointing fingers at me, essentially telling me I'm trying to cause issues for a free meal, because he cooked it himself to perfection. As a domestic violence survivor, his entire demeanor and posture scared me. I told him it was a different burger that came out, he argued with me that I got exactly what I ordered. Again, accusing me of making a scene to get a free meal, which, I was not, as I have zero issues affording food, obviously. At this point I just wanted some kind of sauce or my burger and asked for Mayo.

At this point, I apologized for wasting his time, and let him know I wont bother him or the kitchen again, I just would prefer to not pay for burger I won't eat, and walked back to rejoin the party. He then made a point to come over, picked up the food I set on the table next to me, and threw it in front of me with ranch and mayo. He made such a scene in front of myself and family my nephew ended up leaving crying shortly after "I just don't understand why he was so mean to you auntie you just waited to eat too"

Our server came over and apologized for his behavior, as well as a passing guest. The entire staff stared at our table as we quickly wrapped things up and paid. I have literally never felt so humiliated in my entire life to have this happen, all because I tried to have a burger remade.

Cati Littlefield, Current Self Employed Hair Stylist and previous Store Managers to several Corporate and Franchise...

ABSOLUTELY TERRIBLE!!!!!!

We were a party of 3 and got seated within 5 minutes, which ended up being the best part of our evening! Women went to the restroom where they found that there was no toilet paper! Our server took at least 10 minutes to even come to our table. She took our drink order and returned a short while later to take our food order. It took approximately 20 minutes to receive our meal, which was about twice as long as it should have taken, because the restaurant was only about half full. Well, 2 of us got our food, and we were told that the 3rd was taken out in error. So 10 minutes later, the 3rd meal finally arrived. Here are the details of our meals:

Clucks and fries were fine. Decent serving, hot and crisp.

Bacon cheeseburger with added crispy onion straws: Overcooked and no crispy onion strings.

Bacon cheeseburger with added crispy onion strings: 10 minutes late, overcooked to the point of being so dry, tasteless and tough that it could not be finished!

While we were eating, our server didn't come at all to check on our meals or drinks. We had to use their table-top computer to request our server. Once she arrived, we requested drink refills and more fries (which are supposed to be bottomless). Drinks came more than 5 minutes later, and fries didn't come for another 10 minutes after that, when we were done with our meals. When the fries arrived, they were not even to the point of being warm to the touch! It was time to go!!!

We waited and waited for our server to bring a check, and after about 10 minutes, we finally flagged down another server and asked if she could please ask our server to bring our bill. Within a minute, she (not our server) returned with our bill. We quickly realized that we had been charged for an EXTRA burger (3 burgers and the chicken strips for a 3 person table). I called the server (not ours) over and explained that our bill was incorrect. She said she would get it taken care of and showed us how to use the table-top system to pay. Once again, she was not our server! Our server still hadn't come to our table!!!

About 5 minutes later, our server (YAY) came with the corrected bill and very cheerily explained that there was a survey at the end of the paying process (was she really expecting a great review?). Once she left, I realized that we had been charged for the added-on crispy onion strings on the 1 burger that were not on it. At that point, I wasn't about to stay any longer and just decided to pay the 99 cents!

We paid our bill, filled out the survey, and bolted out the door - NEVER TO...

Cutting corners on food quality and customer service. I understand you can only run at half capacity, and are really busy as you just reopened. I came in seeking a table for 3. I was told to wait outside in the freezing cold as it would be a 30 minute wait. ( okay, I understand the capacity issue) So we wait. 30 minutes we get a text our table is ready. We enter a very crowded chaotic entry way filled with people, some are picking up to go orders others waiting to be seated, however there is no employee there to greet or help anyone. Several are busy walking back and forth, so we wait another 10 mins before being acknowledged. We are seated and our server approaches immediately to ask if we would like drinks, she then asks if we are ready to order before we have had a chance to look at the menu. I ask for a moment and less then 2 minutes later she approaches again to ask if we are ready to order. So we place our order. Then 2 of the 4 ordered drinks arrive, and before I even took a sip I was asked how my drink was, then we had to ask 3 different people for the 3rd drink and the 4th ( a glass of water) never arrived at all! Our food arrives shortly there after, but the ketchup for the fries did not, we had to ask for this. We were never given any silverware or napkins throughout the meal. After taking 3 bites of my burger under the poorly lit lighting I notice the burger is not even cooked, completely raw in the middle. When the server approached for the 10th time to hurry us along I assume, I tell her no this is terrible this is not even cooked and I feel sick. She asks if I would like another, and I tell her no thank you. So she sends over the manager. The manager agrees the food is not cooked and again offers to cook another burger. I decline and ask for my check. She subtracted the cost of the burger from the check. I pay for the food my children ate, and we leave disappointed. This location I felt rushed through the entire process, they rushed to make the food and get us out of there rendering a raw burger, (which by the way was specifically ordered with no pink), we were never offered bottomless fries refilled, and one of the drinks we ordered which I payed for were never even brought to the table. What a mistake, going to a restaurant is still just too stressful and the constant waitress pestering us was annoying. I will not be going back. What a way to start my week, I just wanted to go enjoy a dinner I didnt have to cook, but they didnt cook it either, now I feel sick. 1 star was given only because they didnt make me pay for...