Red Robin Gourmet Burgers and Brews — Restaurant in Henderson

New review year after previous one (which was a 1 star):

Customer service has really fallen across the entire country since Covid, especially among restaurants.

However, I recently had a wonderful experience at this restaurant. Kathy/Spike was fantastic and could not have been better.

I think some of your employees hate handicapped people.

I was at one of your restaurants for almost 4 hours and happened to be there between shift changes. My first waiter was awesome. Couldn't ask for better. I had him for about 2 hours and he was fantastic.

However, when they switched shifts, I got a woman who was the EXACT OPPOSITE of him. I was at her table for over 90 minutes and not once......not a SINGLE time....did she stop by my table to ask how I was doing or if I needed anything. Not once. I'm wondering if it's because I'm in a wheelchair.

When my first waiter was checking out, he said, "I'll tell her you want another beer" after I paid him for the food and beers I got with him. I saw him tell her. 10 minutes later, I still didn't get my beer (even though she only had two tables and she checked on them).

My original waiter was leaving when he saw I didn't get my beer and grabbed me one before he left. Awesome. My waitress was getting orders from her other tables, even asking them if they wanted more fries, while completely ignoring me. After the 5th time of her just walking by my table, I said, "Excuse me. Can I please get more fries?" She said yes.

10 minutes passed and no more fries (even though I saw other tables get more fries). I had to grab another worker and ask, "Where are my fries?".....then I finally got them,.

A little while later, I wanted another beer. My table had an empty beer mug and an empty basket of fries. Yet my waitress kept on walking by me while serving the other tables. I had to ask AGAIN, "Can I please get another beer?" She said yes.

And AGAIN, 10 minutes passed with no beer while I saw everyone else get their drinks. I had to ask another worker, "Can I please get my beer?"

So, in 90 minutes, she never ONCE checked on me......NEVER......while taking care of her other tables.....and THREE TIMES....after I asked someone else for service....it took over TEN MINUTES each time where I had to ask someone else to get what I asked for.

The only thing I can think of is I'm in a wheelchair I wasn't worthy to her.

Absolutely disgraceful.

Your first waiter was fantastic. Couldn't ask for better. The second is the worst waitress I've had in my 58 years....and that is not hyperbole at all. Plus, it wasn't just her. For over 30 minutes, I had 2 empty beer mugs and an empty basket for fries sitting on my table. Not one of the employees walking by my table took them off.....any other restaurant would have done that.

I guess that the evening shift at your restaurant thinks people in wheelchairs on not worthy of actual customer service everyone else gets because I saw them give clear tables of people not handicapped.

Never going to your restaurants again. Day shift was great. Night shift was dehumanizing and I was completely invisible to them while they took care of everyone around me. The other tables kept looking at me while I asked for help and it was humiliating because they saw all the ...

Have you ever been to a restaurant that sells fish and chips but not tartar sauce? Never fear, Red Robin is here.

Firstly I tried to go to any other restaurant but I reluctantly went to Red Robin because I felt like at least they are familiar and would treat me right. Wrong! I was sat in the worst seating that I could get and then waited to change seats. After ten minutes of pondering I was sat in the next available table that was available from the beginning but I guess I wasn’t fit for with my family. Once I was finally seated I was asked for my order politely and was served perfectly by my server. That was fine.

Apparently there are two servers, one that takes orders and one that brings them. So when you have a server who took your order be so polite and kind, then the server who brings it, has their bare hands on your plate during a pandemic and then spills condiments in your lap twice, it seems a little belligerent and purposeful. Bringing out drinks that are well and far apart from how they are pictured, don’t expect anything to be as advertised.

Honestly the sauce that was spilt on me wasn’t worse than the fact that the server spilt every sauce they could on me except the one that was on the menu with my order. I ordered fish and chips. It usually comes with tartar. Well at least the menu says that it comes with tartar but apparently there was none. Actually there was no sauce that could accompany my order, the only sauce available was the ranch that was spilled on my $200 pants… twice! Just because I switched seating I suppose.

Lies upon disrespect is all I felt. All in all it was a horrible experience. The waiter who spilled everything never apologized and the manager never showed his cowardly face as expected. Yes I paid and tipped well, hopefully to deter future hatred but honestly this is a whites only establishment with no respect for those who aren’t white. Look around there isn’t one brown skinned employee in sight and with no representation there is no respect. The Mexican family next to me was charged twice with promises of reimbursement for the next week saying the whole mall was acting up when I was charged once in the mall just minutes earlier smh. They even gave me extra sauces of anything but what I asked for to make sure that I knew they had sauce but wouldn’t serve it. I would never spend a dime with this company again, I hope they go bankrupt. Would not recommend, please...

I went here for lunch today, and ordered the Smashed Avocado 'n Bacon burger. As I ate it, I was confused at the taste, and noticed heat building. I don't normally mind heat when I expect it, but this took away from the avocado flavor that I was looking forward to. Once I realized the cause (something in the smashed avocado that wasn't quite guacamole) I mentioned it to my server - who had been amazing. She informed me that the item was a newly revamped item and the red pepper flakes in the avocado were intentional. I expressed disappointment that the description didn't mention it, and felt mislead, but assured her I didn't blame her. She asked if I wanted to talk to a manager, and I let her know that I did not. It really didn't feel like a big deal. Mostly I mentioned it since it seemed like a mistake and to ease my own mind on what I was tasting.

The manager on duty, Jenn, came to my table inquiring about my "problem". I reiterated what I had told the server, and said that the menu should reflect the item the made, or maybe the kitchen should align with the menu. She informed me that they were making it the way corporate wanted, and that she was sorry about my misconception. I felt a bit irked. I didnt ask to talk to her. She could have just thanked me for my feedback and moved on. I told her it wasn't a misconception on my part, as I expected what was on the menu. She started talking in circles and suggested that if I wanted avocado, I should order it specifically like that in the future. Um...what? Jenn literally made the situation worse. She continued to reiterate why the item was the way it was, without listening or reading the situation - I wasn't fussed or upset before she came.

I asked if there was another manager I could speak to, and she brought me a business card and told me that there was no way to contact the manager directly (phone goes to the main restaurant, email goes to everyone there). So I decided to post here instead.

The server and the host were wonderful. The food was fine (my broccoli had a bunch of brown bits and was undercooked but that's forgivable for the volume they do). Jenn is a detriment to the establishment and needs more coaching on how to handle...