Red Robin Gourmet Burgers and Brews — Restaurant in Maryland

EVER WONDER WHY THIS LOCATION IN CALIFORNIA MARYLAND IS NEVER BUSY??

Well, the first time I reviewed the establishment, I gave a decent review, but after SEVERAL bad experiences, this review will not be positive. This time, they did not provide parts of our order..again. The total of the order was $57.00. My wrap had no lettuce, no tortilla strips, and I requested (and paid for) jalapeño RELISH. INSTEAD, there was sliced jalapeño (the only crisp part of my wrap). The wrap was soggy and sitting in a runny liquid that was NOT sauce but a combination of condensation and the juices (i assume) from the chicken. It was disgusting. Our fried pickles were old and had N0 dipping sauce. My guess is that because the order was placed late, they threw together what they still had left from the day and were ready to go home. Maybe that's why when picking it up, the employees were in the parking lot behind the establishment playing football and couldn't be bothered.

Let me say, I have always had good experiences in person, but there is EXTREME DIFFERENCE in the online ordering. I guess if they are face to face, they are not bold enough to screw up your food and affect their tip. When I called I was put on hold and left waiting for too long, so first to the manager, who never came to the phone to handle the issue with our order, then the employee (who tried to say the Sauces were in our bag...like they jumped out and ran away!) AND could care less that the order was wrong. THEN sat the phone on the counter and never came back. I could hear you all talking in the background. For management: Perhaps try managing a McDonalds or Taco Bell. It seems better suited for your skills, so you can improve your skills in a restaurant that is not as costly to the customer when your staff can not execute an online order . To the employee who answered the phone: attention to detail is required for most adult jobs. This is an area of weakness you will need to improve. To corporate:When you have an establishment in a rural area near a military base and options are limited, it is only in your best interest to provide a standard of service that is at least profitable. As of now, those other restaurants you share a parking lot with that are booked solid, and yet you are not......

Terrible experience. Place was dead when we walked in at 430. Our waitress was super slow and we had to wait for everything. Maybe its because the staff is too busy in the back checking thier phones all the time. We ordered sodas, water, one adult drink, and 1 kids shake. The adult drink took at least 5 minutes to come. The shake was completely forget about but she claimed it was so it could "freeze more". What? Ordered chips and spinach dip. Chips were soggy on parts and there was a gross brown liquid bottom of the plate. Meanwhile we had ordered our food. We asked for more chips, since you dont get very many to start with. We had to ask another waiter about them. We finally got them when our food came. 2 in my party ordered pub mac n cheese. Our waitress told us that they only had enough for one order and it would be hours until more was ready. She suggested the kids mac n cheese, which she said was kraft but she could have free refills of it. The kids had ordered fruit with thier meals, never came and when it did, fresh out of the freezer. Must be a pattern, all the fries were ice cold. My burger was raw and i didnt ask for that way, waitress never asked how i wanted it. Asked for a diet coke that i never got. Like i previously stated place was dead and they couldn't keep up with the pacen imagine it busy on a friday or Saturday night not a thursday afternoon. Terrible. 2 managers came over and apologized, but damage is done. We drove 30 minutes to take our guests there. Wont be back....

Ever since Manni (the old manager) left the food and service has been horrible. This used to be our favorite restaurant for family gatherings and weekly meals ever since this location opened. With the whole covid thing we still try to support them but eat in our car. The past three visits have always had some type of issue with our order. Typically a loaded burger or with an egg when it wasn't ordered as such, or food cold when brought out or even a combination of all 3. Tonight is the last straw. As once again after being clear and concise with my order (especially considering my last few experiences) I received the wrong one after waiting 50 minutes for my order. I took it inside and was told it would be taken care of ASAP by the waitress. The manager approached me and told me even though it was a 50 minute wait for this one it will be 15 more for the replacement with a very snarky attitude.

There are other restaurants in the area that actually care about their customers and I would rather support them and their employees until something drastically changes at this Red Robin location. The old manager Manni is actually running one of those new choices with rave reviews (The Green Turtle). This is no coincidence.

You can see from the reviews the constant seems to be the new manager and her attitude towards others. If you don't enjoy your job maybe you should find a new one instead of taking it out on a customer who is asking for their order to...