Red Robin Gourmet Burgers and Brews — Restaurant in National City

I ordered online from the establishment & it said my order would be ready at 5:34PM. I thought, awesome! As it would take me about 10 minutes to get there and I left at 5:14PM. I was there ahead of schedule, so I sent my husband in to pick up our order so I could wait in the car with our little one. He went in and called me to let me know they finished it a few minutes early and he’d be out in a minute as they were warming it up. How ridiculously long that “1 minute” was. 15 minutes passed and I called my husband to ask where our order was, and he said they never came back with it. The hostess just kept seating people and everytime he’d ask, she would just walk away and not even acknowledge him. Finally, I said fine I’ll call then and find out what’s taking so long. I called, and the first time the girl hung up on me. I called back again and explained how I ordered online and sent my husband in to get the food, to which she replied “we don’t do that here”, and I said, “I’m sorry you misunderstood then”, and repeated to her that we ordered online and my husband was there to pick up our order, and I wanted to know why it was ready before 5:34PM, but it was STILL not in our possession and it was 6:00PM. Then she had the nerve to say, “well your husband only got here 5 minutes ago so it’s not our fault” and I said I dropped him off at the door and watched him walk in the door before 5:30PM. Then she replied “well I don’t know where he went, but he wasn’t in here for the food until 5 minutes ago.” I responded, “he was there, but instead of arguing with me, where is our food?” She continued to get mouthy with me and said, “it’s not our fault it’s not ready yet” and I said “just stop arguing with me, and let me speak to someone above you.” I asked her twice for her name so I knew who I was speaking with and she told me “no, she wasn’t going to give me her name.” I said “I don’t appreciate you implying we are lying and I know Red Robin has cameras so we can sit here all night and go over the fact that I dropped my husband at the door over 30 minutes ago, or you can give us our food and we will be on our way.” She got very snippy, and started repeatedly implying “well he’s not telling the truth, blah blah blah.” I honestly hung up because I don’t care who you are. You work in customer service, you treat a customer with respect, and they are in the wrong for continuously lying and blaming others for why we didn’t have our food for over 30+ minutes. We had finally gotten home, ate our food and within 2 hours my husband and I both got sick, and thankfully our child did not. I can only guess it was because both mine and my husband’s burgers had pink in them, and hers didn’t .. even though we all requested NO PINK and it even says no pink on our receipt, but pink was in them. I ended up getting a survey and filled it out. Yesterday the manager contacted me to ask what happened, I explained the entire situation.. I thought he might actually do his job, but instead told me he was going to find out what happened even though he openly admitted to me he knew it was 1 of 2 females because he’s had problems before with them for attitude. Then told me he’d find some way to compensate us for the problems. WHY DO THEY STILL WORK THERE? First off- I just told you what happened so you should be resolving the problem. Secondly, from now seeing other negative posts I can see that this restaurant manager clearly doesn’t care about how customers feel because if he did he’d respond and do something about it. Third- he promised to call me back today before noon to have this resolved. Not only did he never call me back, but I called the store and they wanted me information for a call back, and I said if I would actually get a call and she said I don’t know honestly .. he doesn’t call people often. You are a manager, fix the problems at your restaurant, and most importantly take care of your customers!!! You can best believe I filled out the survey for his response on my issue, and they have now reached out to me. WILL NEVER RETURN...

I am writing to express my dissatisfaction with the service I received during my visit to your restaurant on Tuesday, March 25. My party of 10 and I experienced multiple issues that made our dining experience unpleasant.

Upon arrival, we were informed that our wait would be approximately 10 minutes. However, we ended up waiting for at least 30 minutes without any updates. We had to ask multiple times whether our table was ready, and no one took the initiative to inform us of any delays.

When we were finally seated, the service was not much better. Our server, Zack, was rude and disorganized. I asked how I could view the promotions on the tablet at our table, and instead of providing a clear answer, Zack simply said, "You press this and go here." That wasn't what I asked, and it felt dismissive. When I attempted to explain that I wanted to see the promotions being offered, Zack responded by stating that I would need to order drinks through him. This did not address my concern.

Furthermore, when Zack took our orders, he bypassed me and my child, taking orders from everyone else first. Our order was taken last, and when I requested that our fries be brought out separately to enjoy while we waited for the rest of the food, they never arrived. By the time the food did arrive, other guests at our table had already been served, and my minor's drink only arrived after I had to bring it up to him.

I also spoke to the manager about the situation, and she was able to get our food, but the experience was still disappointing. My minor’s food was served cold, and they didn’t eat it. The food was carelessly plated, with the salad thrown onto the plate with the strips. I also ordered my burger well-done, but it came out pink. I had to wait even longer for it to be corrected. The server commented that the kitchen had been messing up all night, which, as a guest, was not something I wanted to hear. I was also told that the orders are taken in the order they are received, but with a large party, there should be two servers to ensure everyone is served promptly and not left waiting as I was.

While my burger was comped for $10, the overall service was poor, and I did not get to enjoy my meal like the rest of my party did. I am very disappointed by the experience and hope this feedback will help improve service for...

Went to eat there today and hmmm.. The atmosphere is okay and the furnishings are decent. We ordered a fish and chips, a bacon cheese burger and a kids burger. We asked the order to come all together but the kids meal came out first and our was a little wait. But that wasn't a big deal. Our other two orders came out. They looked good. The fried fish is a decent quality. But... The bacon was super weak on bacon, two very thin pieces inside. The name of this meal starts with "Bacon", so it's not a top 5 burger place for me and the rest is fairly basic. Steak fries were a 6 out of 10. The fish dish came missing tarter sauce and needed follow up. Same as the last time we ate at this place. The third piece of fish my wife ate revealed a 2 inch twisted piece of plastic wrap fried inside it. I also realized late they hadn't brought our kid's milk yet for his kid's meal. Upon sharing this fried plastic issue, my wife dish was taken with chips and all still on it. The waitress returned stating a manager would come. He arrived 8 minutes later and offered to comp the fish plate and give us an additional. We took the comp of course for it but refused to take home a free order of the same thing. I don't like making a big deal over things in public with bad food orders etc, and I felt like I was being sized up about how much of an issue I would make of it. In honesty, I didn't feel like being compensated $14 for my wife to pull large plastic out of her mouth was worth it. I felt like the manager would be ok with having his mother chew on a plastic sheet in a restaurant for $14. They should have just comped the entire inexpensive ticket right there at a minimum and not the single dish dish. Because frankly it's gross and just spoils the experience for the two of us to deal with this. I still gave the waitress her tip because careless prep and cooking is not her duty. But I do feel like the manager sized me up as someone to not put much thought into about it, or possibly it happens quite often there. I have been multiple times because the kids menu is actually very functional and decent. And we extend ourselves quite often for our kids, don't we? I'm not going to one-star them about one experience, but I feel it was poorly addressed and coincidentally I had photographed the meals to make a review...