Red Robin Gourmet Burgers and Brews — Restaurant in Madison Heights

Due to the extremely negative experience I had when trying to redeem my twins' birthday rewards, I felt compelled to share my experience. I've been a member of the rewards program for several years and am well aware of the rules, regulations and limitations surrounding the usage. April 30th was the final day for my 16 year old twins to use their coupons so we were happy to enjoy a family night out. Our server Danielle was great, food was delicious and we truly had an enjoyable meal, until it came time to redeem their coupons. The manager indicated that she could only remove my younger daughters' kids meal and the twins' meals were not eligible. I proceeded to read the fine print of the reward again just to make sure I didn't miss anything and it clearly stated that "for children aged 13 through 17 this offer is valid once for one free burger during the month of their birthday". It also indicated that there is a limit of two transactions per 12 hours that can be applied to a single account. We were well within the guidelines however, the manager mentioned she was limited by the functionality of the computer and direction of her general manager. I requested to speak with the general manager. For almost 20 minutes the general manager tried to convince me that she too was unable to honor the rewards and was limited by the system to input the information. With my persistence and clear evidence of what the twins were entitled, she ultimately provided the discount reluctantly. Being in customer service for over 22 years myself, I have never witnessed such blatant disrespect and disregard for a customer with clear evidence of what they were entitled. I was embarrassed to have had to go through such a difficult scenario with what could have been amicably resolved in a matter of minutes. I never received an apology from the general manager. I did receive an apology from our server Danielle. What started as a joyous occasion for me and my children, ended with a blemish of anger and embarrassment. I can't imagine that corporate would be pleased to know that the management team at this location has no regard for what real customer service should be. This entire scenario was a contradiction of the core values that I know Red Robin holds sacred to the organization. Please look closer at the rewards policy and make it clearer for your management team to understand the process. There may also need to be some changes implemented on the technical side. This entire scenario should have never happened. I pray that it doesn't happen again to another happy family trying to enjoy a birthday celebration with...

Came in for dinner at 725 and we were seated right away.. My side of the table was dirty so i brushed the crumbs away but the sauce or whatever it was wouldnt brush off so i told the host we wanted another table. She sighed and said "its dirty, where?" and called for it to be washed.. they washed it and left the seat all wet and walked away.. ok, then we waited 20 min and no one came to us.. i went to the host again and asked if we had a waitress... she went to tell her and just said she will be here soon. .. our waitress, TEA walked pasted us many times cleaning and waiting on other tables she said she wasnt told she had a table.. ok, we ordered drinks and dinner because we were starving by this point.. she just said "i got you" and we thought, oh we might get a discount or a free $5 lemonaide that we bought for the wait but that was not the case at all. My salad came, she gave me silverware that was in a packet from a take out place and said "we dont have any silverware". My friend wanted a knife she said "we dont have one". ok, my friend wanted a refill on her strawberry/peach lemonaid $5 and she forgot the peaches so she brings back a little cup of them and said "here mix it in" so my friend had to mix her own drink. Her burger was just thrown together, her fries were brown/ black not looking good at all. she brought the bill/ together of course didnt ask if we wanted it separate or not. at this point just said forget it we just want to go. you think we would have gotten 10% off or even a freee drink, nope.. after we paid TEA just said " sorry for your experience today" and walked away. Do you think spending $40 of our hard earned money is worth that!? We are here at least every other weekend..even another waitress noticed us that we are always in here... NEVER again!!! Terrible service/ experience/ food/...

Ive lived on John R and 13 for B the past 30 years, so this restaurant has always been a go to for my family. It has never been an overachiever, it’s always been something that we just go grab when we feel too lazy to get something good. First of all, they have no host which is a huge red flag. I sat at the front door for, I kid, you not, about 20 minutes. I was playing games on my phone when someone said something to me and I didn’t hear them so they walked away. They came back about five minutes later though, and they sat me and my wife. They have never had attentive staff, or managers, in the 15 years I’ve been coming. But my last experience will absolutely be my last. We waited 40 minutes for three orders of buffalo wings. It took them bringing us three orders of the wrong flavor twice for them to even get the food right. And it was cold!!!! I live closer to the Roseville location, but I just felt like experiencing a new environment. If my life depended on it, I would never come to the Red Robin on John R managed by Tiffany. She was absolutely no help. I’ll retract that, Tiffany is the person that made me certain that I would never be back to this Red Robin again! I’ve never had bad experiences at the Roseville location, I’ve been a regular in Madison Heights for 10 years!! You’d think I’d have some type of special treatment. AND GET A NEW DAMN BARTENDER, SHE SUCKS DKC!! How are you a bartender and you don’t know how to make an...