Red Robin Gourmet Burgers and Brews — Restaurant in Maryland

My husband and I arrived there to have a date night at about 8pm on Monday, August the 1st. We’re both retired. We sat at the bar. The young lady working at the bar eventually came to us and asked what we wanted to drink. We told her water. She then asked what we wanted to eat. She hadn’t even given us any menus. Then she handed us menus and proceeded to ask what we wanted without giving us a chance to look and decide. She then walked away and went to the end of the bar and proceeded to help the other customer. After that, she leaned on the counter looking at her phone. She never came back to ask what we wanted. We had to call her from the other end of the bar to come and take our order. After she took the order, she never helped us with anything else. She never gave us condiments, napkins or anything else. She never asked if our order was good or anything. I walked around and got condiments from other tables and asked another waitress for some napkins. My husband had to ask her for some Tabasco sauce and she looked a him like he was bothering her. When she bought the sauce, she tossed the bottle on the counter like she was irritated. My husband didn’t get fries with his burger. We waited 10 more minutes for the fries and the hot sauce. By then, he was angry. Our food was delicious, but we were again ignored when it was time to pay the bill. My husband walked out. I asked for the manager. None of the employees were helpful about getting the manager for me to speak to. I had to literally walk into the kitchen to get someone’s attention to get the manager. The things I saw in the kitchen were ridiculous. The employees were on there cell phones, standing around talking and cursing. UNBELIEVABLE!!!!! When the manager came out, he complained that they were all on their cell phones. Once our waitress came over to the kitchen and saw me talking to the manager, she started cursing about me talking to the manager. It was vulgar cursing too!!! He heard her and did nothing but apologize to me for their behavior. UNBELIEVABLE!!!! I have never experienced anything like this in my life. The manager’s name was Mike. He didn’t have any control over his employees and they were running over him. This is UNACCEPTABLE!!!! Someone needs to be responsible for this inconvenient, horrifying...

We were seated in the bar area around 7:30. Our waitress, the bartender, comes to the table about 15 minutes later with menus then disappears again to do other things. By the time she comes back we know our order for drinks, appetizers and our meals. Food and drinks come very quickly and everything is going ok again. Just waiting for a few sauces. My boyfriend ordered the Monster Burger. He takes a bite and I realize there is bacon on it, he is allergic, nothing severe but won't be able to eat anything for the rest of the night. He stops eating and we wait another 10 minutes to be able to catch the waitresses attention. She begins to panic and immediately tells us it is not her fault, we weren't blaming her or anyone at this point. We just wanted her to let the kitchen staff know to be more careful of things like this. The burger did not include bacon on the menu and we certainly didn't ask for it. She takes his plate and we hear her yelling at someone in the kitchen about messing up her tray. When she comes back she says it is removed from the bill and continues to check in with him even though he is ok, just not wanting to eat anymore. I ask again for the missing sauces when everything calms back down, still never getting them. She continues to "check on" him multiple times and repeatedly tells us its not her fault, when still no one is blaming her. She claims that she has issues to explain why she is in such a panic over this situation. We pay the bill and she offers a box for the remainder of the appetizer and my food. We sit there for another 10 minutes after the bill is paid,waiting as she checks with the other tables seated in the bar and makes drinks, but I never receive the box or the missing sauces. She also never brought a manager over, so I doubt the manager is even aware of our situation. We didn't ask her to prevent her from freaking out again and telling us how it's...

Edit: In response to the person who handles guest service relations: No, I'm not interested in reaching out to your management team. I'm not looking for free services to compensate for my poor experience because I cannot take that time and frustration back. Your time is better invested to educate your team to understand what it means to have a sense of urgency.

My husband and I just left Red Robin in Waldorf today after sitting at table 65 for 15 minutes. We were seated fairly quick and our server took our drink order pretty quick: 1 coke and 1 Poppin Purple Lemonade. However, she never returned. She was congregating in a corner socializing with 4 other employees. When she left the group, we thought she was going to grab my Lemonade from the bar. Instead, she turned into the kitchen to take care of another table in which she apologized to them about the wait. My husband and I decided to pay for our drinks and leave. However, we paid over $8 for two non-alcoholic drinks in which we did not receive one. We walked by the bar, and my drink was sitting at the service bar dying which meant our server never checked on our drinks. I asked another employee out of frustration for my drink to go since it was paid for. My frustration is not towards the employees, but the disappointment in lack of attentiveness and guest services in the team which brings up the question: Where is management? Shouldn’t they be present on the floor and touching tables? I don’t expect 5 star services, but basic guest services should be met. If the staff don’t have a sense of urgency, there is a lack of...