Red Robin Gourmet Burgers and Brews — Restaurant in Houston

The server attempted to connect with our table by expressing a compliment to one of our guests, a child. He spoke so fast the other guest at our table felt like they were not included. Since the compliment was directed at a child, everyone was on alert to understand what was said. As the server repeated himself, he failed to understand the non-verbal clues from the adults at the table who could not understand his fast speech. He repeated himself again just as quickly with some additional gestures to support what he was saying. That helped. The experience went down hill from there. His mannerisms and quick speech escalated our unsatisfied experience. The evidence of his annoyance showed when our order arrived incorrectly. The correction took 11 mins. When the fries arrived, the burger was cold. At the end of our meal, we requested to place a to-go order. He took a moment to collect his attitude before placing the order. 14 mins later, we discovered he had placed the order incorrectly after he gave us the to-go bag and walked away. In astonishment, we waited again for him to return (2 mins or less) to review the details of the order. His reaction was clear he was very annoyed with us stating we were unclear about the to-go order. However, he would get the remaining part of the order placed right away. He stated it would take 8 mins. It took 12. He placed the order in the to-go bag and wished us a great evening. Earlier in the evening, one of our guests asked for the check. He said, "You can review the check with the table kiosk, or I can do it the traditional way." The guest who asked was 75 years old. The lack of attention from the server was insulting. The same insulting feeling happened at the beginning of the experience when the compliment was based on a trend this guest was excluded from. In addition, he attempted to educate the 75 year old about the trend, which only caused confusion in the conversation as well as a discussion of peer influence for the remainder of the evening. This server did not identify the audience at the table well. His behavior was the only reason our experience was so horrible. (BTW we still tipped him 15%.) The icing on the cake to this tragic experience was after he delivered the remaining to-go order. Since there is no paper check to guide us to pay, we accidently got up to leave, and the server yelled across the restaurant for us to stop. He quickly recognized his behavior was unprofessional. Quickly stating he was sorry for yelling. We returned to the table and paid for the additional to-go order, and as the tip prompt populated, he said, "You can take that to zero." I was so amazed at his behavior that I removed my card and left. One of our guest was celebrating their birthday, and this server made the evening so awkward. This server needs some training on how to identify the audience of his patrons before expressing his opinions and slow his speech down.

The food was cold because of his behavior. However,...

Unbelievable. It amazes me honestly how the simplest part of customer service is so commonly overlooked!! Today I drove from 45/Holzwarth with the intent to go to a burger place in Vintage Park but when we drove by Red Robin we actually flipped around and doubled back because we LOVE Red Robin. Myself, my two girls and my boyfriend pretty much knew exactly what we wanted and what to expect. Oh boy were we disappointed. We waited to be seated for a good 10 minutes until I went and got someone to seat us. We than waited another 10 min for our drink orders to be taken, at which point the hostess said they are under staffed and will be helping by taking our order (probably why it took so long to be seated). She than got our drinks wrong (2 waters, a kids sprite and a kids orange juice) she was close but she brought an apple juice instead. But hey, we didn’t really care it’s like just get up an OJ and we’re good you know? About 5 min later we got the drink replaced and my 8 year old said it tasted funny, turns out it was pretty much water with a splash of orange flavor. Again, I was like okay just get a Sprite kid, no biggie we know the Sprites good. Our server finally came by and asked to take our order and we ordered the tall onion rings. Which I want to say that they were good at communicating with us so we were willing to stay because I’m sure it wasn’t their fault and we all have bad days. I was even thinking that I wanted to give a large tip in light of appreciation because I know how it feels to be overwhelmed at work. The problem for me is that we started to look around and no one else was eating either. So we started talking about going to another Red Robin and when we GPSd it, we saw that is was 6 miles away. My boyfriend got up to tell the hostess (because she was closest to our table) that we were going to leave. She came over and said she would have them take our onion rings off since they didn’t come to our table and she will get our bill. My boyfriend was shaking his head in agreement but I was confused. I said, “okay but we only got two waters and two kids drinks. The orange juice was basically water”. She just looked at me, so I said “I’m not paying for any of this, my daughter barely took a sip of the Sprite and so you can keep it because I’m not paying for this. We are just going to leave”. My point is, customer service is what people see. Customer service is the face of the company!!! I have been taking my girls to Red Robin for so many years. My oldest says we have a “special spot” at our Red Robin on Kuykendahl. Well that’s where we are now. Because I’m BLOWN AWAY by the lack of customer service. I am in Property management one of my company’s core values is that we love what we do and let it show. No one is perfect but when we mess up we make it very very right. Idk I’m just saying, I won’t be returning to this establishment. We were starving but drove another 10+ minutes to sit down at another...

I visited this location about 2 months ago. I needed to place a large to go order , and was directed to the bar to do so. There were three hostesses up front at the time. No body was at the bar, and no one ever came to help me. I waited 20 minutes while people continued to walk by and ignore me. I left, called and reported the incident over the phone to the manager who said she was sorry. She said she could actually see the hostesses all just standing there. She said she was going to talk to them, as no one had even tried to take my order or get someone to help me.

I decided to give it one more chance before leaving a nasty review, thus went back today to meet my husband for lunch. It was not peak hours, and the restaurant was not busy. There were a lot of seats available. I asked for a booth. The male hostess told me he only had this one half booth with a chair on one side , and booth on the other. He said some sections were closed. I told him I had back issues, and could not sit there so we would just go else where. He literally shrugged his shoulders, said ok and went to seat the next party of four in the booth we had JUST requested. We left in my vehicle, and went to eat at another local restaurant; but I was still fuming that he did not seem to care. I took my husband back to Red Robin to get his truck, and decided to go in and talk to the manager in person about the situation. I explained that the guy would not seat us anywhere except the one seat, and had not bothered to even TRY to accommodate. The manager said he was sorry, and he could seat me now. I told him that we had already left the restaurant, and went to eat somewhere else. Again he said he was sorry, but really didn't seem to understand or care of the magnitude of losing our business. He said nothing to the hostess who was actually standing right there listening to me complain about him. I write reviews daily on businesses, and we have our own business so I know how one experience can become a negative for the rest of someone's life. After today's experience, I will NEVER go back to Red Robin. You will lose mine, AND my husband's business for good. It may not hurt you to lose one customer, but I can assure you I am going to write reviews on this restaurant all over the internet. I cannot believe you would allow employees to treat customers the way they do. The manager did not look me in the eyes while talking to me, and I could barely hear him talk at all. I think his name was Chris, but am not certain. PEOPLE skills would be a great attribute to include in a...