Red Robin Gourmet Burgers and Brews — Restaurant in Niles Township

Lengthy Review but it is necessary. My family and I called an hour ahead and asked for a take for 13 to be ready for 6pm. We were told it will not be a problem.

Upon arrival at 5:50pm, we see the table is ready although a very heavy set woman told me we cannot be seated until the entire party has arrived. Okay, understandable.

6pm - Everyone but ONE of the party arrives. I tell the same woman, we're all here except one. She says very rudely "no, everyone needs to be here. You need to wait." I ask why we can't be at least seated to look over menu and order drinks. She explained there is only one server and she can't handle it right now....ok?

6:15pm - ALL PARTY ARRIVES. I tell this lovely woman, we are all here. Can we sit now? She said no because she had to sit other tables and now there is a wait. I told her we could've been seated the entire time. At this point, Im aggravated because there was no reason why we had to wait. The table was ready the ENTIRE TIME.

After this frustration, we start to debate on going somewhere else. During the discussion with my family, this woman loudly says "AM I TAKING YOU OFF THE LIST BECAUSE I HAVE PEOPLE WAITING" I turned around and told her we are discussing it now, we'll let you know. After a few minutes she again yells "I HAVE PEOPLE WAITING YOU NEED TO TELL ME WHAT YOU'RE GOING TO DO."

It is 6:30pm at this point and now she is rushing US to make a choice when she still couldn't even seat us. The store was understaffed and that is understandable and we were patient. They should not have accepted a large party when we called to reserve the table. Everyone already knew what to order. We had 6 VERY hungry kids. We decided to leave because we felt her attitude was going to compromise our customer service and food!

This woman was not working with us and had the nastiest attitude. HER NAME IS NINA. An employee told us her name since...

I’m sitting in this establishment writing this review because I couldn’t wait until I got home. June 1, 2024 @1:45pm

From the moment I waked into the restaurant, Denae (please forgive me if I spell any of your names incorrectly) Denae, the hostess greeted me with the biggest smile! She seated me and introduced herself and I felt as if i just waked into a 5 Star restaurant. Thank you Denae!

Then, Jake my server didn’t let me down. He was super polite and smiled the entire time!! Every time he walked past my table, he asked was I okay or if I needed anything else? Thank you Jake!

I sat in view of the kitchen and I could hear the employees conversing with one another and getting along! The laughter I heard was infectious!!

I watched all of the server’s interactions with the guests and I have to tell you, I am impressed! They all were duplicates of Jake☺️

When I looked up, I saw a lady come from the back. She walked past each table introducing herself asking if the guest were okay and if the food was good? She asked me if I was enjoying myself?! What!!!??? Enjoying myself?? I was taking aback in great way!! No restaurant employee has ever ask me if I was enjoying myself?!! I asked her name again. Nina!!! I made a mental note of it and immediately started my review!

She walked past the other table and cracked a few jokes with the birthday Boy and they all fell out laughing!!

Nina, thank you for a terrific experience!! it’s managers like yourself who knows what it means to lead by example! Your kindness was heartfelt! You and your entire crew were simply the best!! ♥️

I overheard you tell the birthday Boy that your birthday is coming up! Happy New Year Nina🎂🍾🎉, and I pray you’re blessed with many more years to come

I’ll be back...

Ive been to Red Robin hundreds of times and for the first time ever, i had the WORST experience at this location. The lack of communication between managers, servers, and kitchen manager is Major. My burger had to be re done 3 times! I ate my burger 30 minutes after my husband and son had finished their meal! Ridiculous!! 1st burger, half of it was burnt half of it wasn’t. 2nd patty was Completely burnt!! 3rd burger was perfectly cooked but by this time 45 mins had passed. I totally und understand the mistakes happen and i wouldn’t have mind it happened Once.. it happened TWICE! The kitchen manager came out the second time and apologized so much. He said he would deduct it from my tab, by this time it being the second time i felt it would’ve been the correct thing to do for ANY customer.. Also my husband had asked for more fries, 15 mins later the server brings a batch then 5 mins later the manager brings another (zero communication) We asked for the tab, the manager and kitchen manager disappeared ,, the server apologized for everything again.. the only thing off the tab was my sons $2 apple juice.. i didn’t complain i payed it and got the hell outta there. That just shows how much they don’t care about their customers. Management needs to be Re-evaluated.. i will never go here again.. and continue going to my...