Red Robin Gourmet Burgers and Brews — Restaurant in Hendersonville

As someone who's worked in the restaurant industry for almost 20 years, I could definitely run this restaurant better than the current staff - WITH MY EYES CLOSED.

My husband and our infant daughter and I recently relocated to Tennessee. We are huge fans of Red Robin, so we were excited to learn that it was in our new neighborhood. 11/6/20, was our second visit to this restaurant. The first visit was October 2020 and an amazing waitress who was relocating to Troy, MO took our order. She's no longer with Red Robin.

During our second visit we noted that there was a wait upon our arrival. There were two hostesses at the front, who informed us that there was a 45 minute wait. Meanwhile also seated in the front was a waiting party of about 8-10 people, one of the customers in the party also had an infant like my husband and I.

We put down our names, and my husband and I both took turns going to the restroom, to watch our daughter as we waited for our table in the front. Both of us noted how the tables weren't being bussed and how filthy they were. While seated for 10 minutes, a large woman in a Black shirt came from the back and reprimanded a customer for asking what's taking so long as there were only about 8 tables seated in the restaurant. The large woman indicated that they were "being slammed," and that the hostesses could "only provide an estimate" of how much longer it would take to be seated. This made me angry. As a trained Chef, I didn't see any managers or supervisors expediting food on the line, nor did I hear them doing it. This told me that they were lying. Additionally, if it were so busy, WHY weren't one of the hostesses bussing tables???? They didn't have the courtesy to offer myself or the other mother in the party something to drink while we wait, or offer for anyone else to get drinks from the bar. Finally, I noted that no managers were "table touching" for the customers (this is where they stop by tables and ask how the meals are going) and MANAGEMENT didn't come out to tell everyone what the hell was going on in the kitchen that we couldn't be seated. This really upset me. So we left.

On 11/7, my husband and I tried to give this place another chance. This time we made a pickup order. We ordered wine and a few food items and left a generous tip. A woman from the staff called. She indicated that they were out of stock of the wine we originally requested. She asked if I wanted a refund. She didn't even try to UPSELL ME on the $20 Kendall Jackson Chardonnay over the phone. I had to literally ask her what other wine they offered. This place is absolutely losing money by not upselling. Then when I told her I'd like a refund - This indignant woman HUNG UP ON ME. She didn't ask if she could add anything else to they order, she didn't ask how she could be of further assistance, she CALLED USING HER PERSONAL PHONE -- AND -- She said "gotcha" and HUNG UP ON ME. I called her back because I was in the middle of asking her questions about my order. I was so LIVID I called back and spoke to the Service Manager Justin; thinking he could help. He wasn't apologetic. I had a house full of people who were listening to our conversation. Not once in the intro of the conversation did he apologize, When I pointed this out, he said "yes, I did." HE DID NOT. And everyone else in our home heard him - he didn't apologize until it was prompted by me.

This place is going straight to hell. I'm going to call corporate and let them know - there's not one reason in the world that any restaurant - especially a damn franchise - should be ran this way. Period. If I can walk in as a everyday customer with the restaurant knowledge that I have and see how horribly ran the place is, I can imagine why most families would stay away from this location. During the times of the pandemic, it pays to be kind. But for businesses, it pays even more to be diligent about selling with your technique and how welcome you make your guests feel. This site was very, very unprofessional. We won't be back unless there's a HUGE sign informing us...

I absolutely hate having to write reviews but I’m going to be contacting red robins corporate on this matter. Let me first say that the manager didn’t even come out to apologize or offer a refund. But a little backstory I came in Monday night it was reasonably crowded but not crowded enough to where I couldnt find a seat at the bar. I ordered a regular hamburger after it took about seven minutes to get my server but she was extremely friendly. My food then took an additional 15 minutes to make but when it came out it was blood pink on the inside. It look like they had turned up the stove to the max to try to get burgers out quick but not realizing that the outside may burn quickly but the inside will still be undercooked,. After showing the server the extremely rare burger she handed it to the manager and the manager quickly sent it back and made a new burger. However I don’t know if this was out of desperation to not mess up my order again or what but my second burger came out as if the smoke alarm went off in the back. It was extremely burnt. I was already tired and just grateful to have a meal so I finished my meal but the manager never came out to formally apologize or offer any refund as my second burger was also almost not eatable. I also noticed that night a lot of orders were not being made correctly and everything looked rushed. In total my meal was over $26 for just a burger fries and drink and a subpar cleanliness environment. Now please don’t mistake my criticism for a lack of gratitude I had a meal and I was fed and my server was extremely nice but that’s all I can say. This is the second time in the past three months I’ve been here and I’ve had the same situation so I will no longer...

"UPDATE"**Tonight 12/18/18 I must say I was for the first time disappointed. Although the food was as usual very good I cannot say the same for our server. I feel as though we were judged negatively as patrons because we took advantage of the rewards program which entitled us to a buy one get one free deal on our burgers. After asking about which burgers qualified for the redemption of the coupon our server seemed to be very lacking in attending to us. She took several minutes to come back to take our drink order after handing us our menus. Then after we placed our order we once again waited several minutes for our drinks. Our food was atleast hot when it arrived at our table but we had to ask for refills several times while catching her attention as she walked back and forth past our table. She seemed more interested in serving the larger parties and made us feel as though our small party of 3 was insignificant and a nuisance to her. I seriously doubt we will be eating at that particular location anytime in the near future. Been a while sine i was willing to eat here. "Update March 2021" I must say my opinion is now a 180° Heather is my hero. She made our experience INCREDIBLE. All the staff today were ROCKSTARS. I will ABSOLUTELY recommend this place to eat. i once again have found this specific burger joint incredible thanks to all their current staff but Heather is my ROCKSTAR FUTURE Ex-wife. She made my experience here today UNFORGETTABLE. I hopw management sees how incredible she is. Love you Heather. Yours sincerely the obnoxious redneck making the innapropriate jokes you weren't offended by....