Red Robin Gourmet Burgers and Brews — Restaurant in Lakewood

#1 complaint is about communication. My wife wanted to be conscientious about not spending much, so she ordered the Big Yumm lunch which actually is a good deal. The waitress Tori asked if she wanted to upgrade to a “Speckled Strawberry Lemonade” with us having no idea what that was beyond a regular strawberry lemonade. (Spoiler alert, they are one and the same.) My wife said “no, I don’t want an upgrade. Do you have just strawberry lemonade?” The waitress said yes. So my wife ordered that. I ordered exactly the same thing thinking we had not upgraded our lunches. My son ordered a root beer float the same time we ordered our food… guess what never arrived despite us reminding our waitress multiple times. When it was time to leave, she did remove it from our bill with no argument which I appreciate. I also thought that I’d be able to use my $10 reward from my loyalty account. When I tried to apply it in the tabletop Ziosk device, it kept coming up as an error. Tori explained, “The discount was already applied.” So I checked our bill details and did not see any discount. I flagged her down again and she explained better this time that the Big Yumm burger deal cannot be stacked with other rewards and that it is considered a deal in its own right. And… it is. To be fair, Tori was polite and friendly. Our food came quickly, and it was tasty. Also, I didn’t mention anything to her when we arrived that I had a reward to use at which point she would have had the opportunity to tell me that it couldn’t be stacked. So while I don’t think her first attempt to explain how “the discount had already been applied” was clear, I also did not set myself up for success here in being able to use my $10 reward. That’s on me. Tori very kindly offered to get the manager, but I instead accepted that I would be paying a bill that was $14 more than I had anticipated, and I declined the offer.

Now we are stopping by Sonic to get my son a root beer float that he was looking forward to but did not get. Lunch was a special treat that started off great but ended up being a bit of a bummer. Still, we will go back again sometime as my son’s school for special needs children is just down the street from...

Pitiful experience. We wasted our night out at this place. My daughter, wife and myself decided to go here for the so called "bottomless fries." This was our cheat night so we wanted a burger and fries! When we arrived, all went smooth. We were told a 15 minute wait. Soon after another party of three came in, and of course, this is what set me off, they were seated before us. I asked the incompetent child at the desk why that happened and they fed me some ignorant line of BS. The real thing is they had our name mixed up with someone else. Anyway. We let that go. Got to our crappy little table and waited for at least 5 to 7 minutes before someone even acknowledged our presence. So we ordered. The food finally arrives and was delicious, however the main freaking reason we came to Red Robin was for the bottomless fries, I mean, once our food was served we never ONCE got checked on. I ate the five fries that came with the initial order and that was it. My daughter ate her fries and was asking me why didn't they bring her anymore. Anyway. I'm tired of bitching about this place. Just save yourself the misery. It's way overpriced anyway. The manager did make it right, but that's not the point. CUSTOMER SERVICE IS THE POINT. AND IT SEEMS LIKE THE RESTAURANT INDUSTRY IS FORGETTING THAT. AT LEAST THIS ESTABLISHMENT IS. My feedback for you boss man, is to ask yourself and your team. What can I do differently to make sure this doesn't happen again? And I know you...

Served cold fries that weren't that fresh. "Haystack" onions on burger so tough and stringy as to be almost inedible.

I see on here management does a pretty good job of answering reviews, both positive and negative. So, in order to cut all that faux, corporate PR "outreach" off at the pass, might I suggest that instead of responding to these reviews, you mention to your corporate overlords that maybe your time might be better spent managing your establishment and getting it right THE FIRST TIME, instead of wasting your efforts engaging in a toothless version of customer outreach.

None of us are really interested in emailing, calling or in any other way starting up some type of relationship with you or your company in order to correct an issue with a meal that we've already eaten, and should have been prepared correctly THE FIRST TIME (in truth, there's only ONE thing I like to do with a meal after I've eaten it, and it has nothing to do with emailing people). Having to interact with you guys beyond that, after we've left the restaurant, is just extra work that none of us should have to put in just to get a half-way decent meal. All we're looking for here is a reasonably good burger. If you can't deliver that THE FIRST TIME, you've already failed at your one job. And all the smarmy, corporate "outreach" in the world will never change that.

Manager, please feel free to forward this review to all the corporate buzzards down in Greenwood...