Red Robin Gourmet Burgers and Brews — Restaurant in Lower Nazareth Township

Long review but necessary in hopes that they do better.

Place is really going downhill. My Family and I (2 kids, 2 adults) went earlier today (Sunday around 2:00) for a quick lunch/early dinner. Parking lot was empty so we were excited and optimistic for 'quick service'.

We walked in and the place was pretty empty. A party of 6 ahead of us and a party of 2 behind us. No hostess in sight. About 3 minutes went by and we were all just standing there waiting for someone. After about 5-6 minutes (which doesn't sound long...but how is the host/hostess not at the podium?), the hostess arrives and is clearly doing too many things. She's trying to seat people, clean tables, help with mobile orders, and who knows what else. Because of the multi-tasking, the initial greeting was poor and almost non-existent. That already made me annoyed because the greeting is the first impression and it was just not there.

As the hostess went to set up our table, another hostess approached us and asked "how many?" to which we replied "4 but I think the other woman is already taking care of us". How can there be such poor communication on such a slow day?

As we were still waiting for our table to be cleaned (which doesn't make sense as the place was not busy at all so the tables should have been ready to go), the one girl says to the other "I just need to wipe their table down but I can't find the spray". SMH.

When seated, the bus cart was literally parked right next to our table within an arms length full of dirty dishes. Carpets were not very clean either.

Anyway, server was nice and we tipped well but when I asked what beers were on tap, she said "ugh there's a lot but there's also a lot that we do not have right now. We are out of a lot of beers sorry. What kind of beer do you like and I will let you know if we have it"... really? Then my daughter's apple juice had some stuff floating in it which is no big deal, shit happens but it took like 10 minutes for her to bring the new one back. She said "hey sorry I asked for her drink but I totally forgot about it". Again, not a big deal but just bad service for a place that is empty.

Then to top it off, a party of 4 was seated right next to us when there was basically an empty dining room. Why put people right on top of us? Idk. Food was good so that's why I gave it a 3 star but an overall disappointment and I should've listened to my wife when she originally said "I don't want to go there, the service is not good anymore"....

I am normally very happy with a visit to Red Robin. I love the quality of the food and have never had an issue with service. Unfortunately this evening my husband and I went to this RR location and had a disappointing experience. It was a busy night, but the issues we had did not have much to do with a busy service period.

We had a difficult time getting attention from our waitress, who was very nice but did not stop by our table unless we used the blinking “call your server” button on our kiosk. We had issues with our food, including a half-filled beer that I had to walk up to the bar to have refilled because I couldn’t get anyone’s attention. My husband got a total of 7 fries with his burger, and wasn’t able to get a refill until the end of our meal. Tables around us with different servers got much better service than us, but none of the other servers did anything about it when they could see us clearly looking for assistance. I felt like we were invisible.

About 20 minutes before we were finished eating, a staff member fired up a vacuum and started vacuuming in our seating area. At first I thought it must have been a spill she was cleaning up, but she was legitimately cleaning the floor- 90 minutes before closing. At one point she was literally vacuuming under our table, bumping our chairs and feet while she worked. It wasn’t her fault because a manager or more senior server walked by at one point and barked some directions to her about her cleaning method. I couldn’t believe they were making their staff clean like this while people were still eating and new customers were being seated.

We were ready to leave and opted to use kiosk to save time, since we hadn’t seen our server in a while. Once we had our bill up, we had a charge for “kiosk entertainment” that should not have been on there- we hadn’t used any features of the kiosk other than to call our server. Feeling frustrated we flagged down our server and explained the issue, and they said they would have the charge removed. 10 minutes later she had not returned and it was still up on our bill on the kiosk. We refreshed the kiosk several times and finally saw the charge removed, but still no follow up from our server. We paid the bill and decided to give some feedback to the hostess on our way out. Unfortunately, the hostess was nowhere to be found and we were tired from the experience, so we just got out of there.

I’m a big fan of Red Robin but I doubt I’ll be back to...

Honestly, I want so badly to rate this a 5 star! I have Celiac Disease and have nothing but great things to say ordering from their gluten free menu, To Go!

However, our most recent visit was NOT good! I think we're friendly, upbeat people and most times have great waiters/waitresses who are so nice (even when they're busy or like life is, maybe having a bad day)! But on this occasion, Not one time that I said thank you, did our waiter say "you're welcome," or for that matter respond at all. I was disappointed that just basic manners were thrown out the window when (I'm sorry) but it's your job to be friendly and a general people person! The true problem is that I was asked if I wanted more fries which I said yes and again, politely reminding that I had the gluten free, saltless fries. I know they take a Little longer to make as they use a dedicated fryer so I thought something was off when he came out, almost right away. I had several fries no problem so didn't think anything of it. Then After a handful of them, there were regular fries mixed in. So I knew then I was in trouble. I cannot confirm whether or not anything else had been cross contaminated.

I of course ended up very Sick and have continued on with my symptoms as it gets out of my system. Unfortunately, it's not a simple mistake for someone who truly is suffering from Celiac. This mistake causes an awful, negative shift in someones daily life, temporarily. I normally really love this location but will think twice going forward dining in.

I don't know if this server had a bad day or simply isn't well educated on the magnitude of food allergies, but I truly hope going forward he does not make the same kind of mistake again as well as has a better attitude! It can only make not only his job easier but also the experiences of those he's working...