Red Lobster — Restaurant in Owings Mills

Valentine's Day Disaster - NO STARS NEED TO BE GVEN ... Call-in Order For Pickup - Timestamp 7:26pm .... I was told 30 minutes to get my order?! I arrived at 8:10pm made my way through the crowded lobby over to the "To Go" section. A young man came out from the kitchen with a notepad and started taking names from the 16 people who were waiting in front of me and my husband? I told him that I was picking up an order for Tara and he said he's going to the kitchen to check orders. He proceeded to also ask the 4 people behind me were they picking up or starting an order? He then informed them that "To Go" had been Shutdown, due to the massive amounts of people dining in and carryout orders? So we waited for him to return with our order, he never came back out? Another young man started taking names and continously called me "Terri"?He left and came out with an order for a woman who'd been there for 40mins for her food. The lady asked was there anyway she could be compensated for the wait and cold food? A young woman told her no, placed 2 carryout containers of 1 dozen biscuits on the bar counter for Chantel. Then stated that there were no more biscuits and more were being baked. Timestamp: 8:46pm and no one has brought out our food eventhough I have asked for a manager? The girl got angry because she called out names and people had left due to waiting an hour for a carryout order? The Grubhub driver arrived and she waited over 45mins for her delivery. A gentleman that I asked how long he'd been waiting for his food said that he called at 7pm and was told 30 minutes to pickup had now been waiting 2 hours? At this point no manager had come over to work down the line of people waiting, no reassurance about food orders coming out? During the wait we noticed the lack of gloves being used at the bar with making drinks that included fruits? A tall barmaid with a fake braided ponytail down her back continuously touched her braid, and scratched her head, then took the braid to push it back, then grabbed glasses and fruit and alcohol for a table!!Ma'am that's "Cross Contamination" of your hair into a drink? Nasty!! Another barmaid squeezed limes in a glass and proceeded to wipe her hands along the sides of her pants after she gave the lime rind to a girl waiting for the drink? All the servers checked their phones behind the bar and then touched food and glasses. At this point I asked the barmaid again for assistance to get the manager since I've been waiting for 2 hours....it's 9:12pm??? At this time I'm truly annoyed/angered by the wait and that none of the managers on duty for 2/14/2020 even attempted to assist with "To Go" services? So as we waited for the order, the young lady brought out a large bag placed it on the bar pickup and called out "Penelope, Penelope"?! I asked her where's my order because it's been 2 hours? She asked what I ordered? Lobster lovers dream, Lobster Seafood Bake, Asparagus and Shrimp? She walks over to the bag and says this is your order Penelope!? Umm, my name is Tara and this food is cold, under the wrong name, has no biscuits, no sides, no utensils, no sauces, and no manager has shown up yet? It's 9:21pm .... I'm truly disgusted with the lack of customer service, the unprepared staffing knowing that it's "Valentines Day Dinner Night" not being able to keep up with the order demands and timed service to the order window? Timestamp: 9:28pm - No Manager Ever Helped Me! So my husband and I left "Penelope's" $99.00 Cold Incomplete Food Order right on the counter at Red Lobster! I'll be contacting the corporate office as well. Signed by - A Very...

Placed the order for pickup at 5:15pm. I even tried to go to Giant pickup my RX and grabbed some household items so that I can give them more time to prepare my orders. I got there at 5:45 pm. One guy was standing at the register and I believe his name is Kyle. Obviously he looks like he has a dead in his family. He looks awful upset, unhappy and extremely rude. I told him that I needed to pick up my order supposed to be ready by 5:15 pm. He went to the kitchen and came back but acted like he never talked to me and kept walking around. I had to call him and make sure he does his job appropriately. Of course, he didn’t like it. He started throwing a fist at me and gave me a very dirty look. He then went back to the kitchen and came back telling me that he couldn’t find my order. Again, he walked away and ignored me. Then I saw another guy standing at the check in desk. He literally asked him to check on my take out order. He ignored me and walked away. Then, he started chic chatting and gossip around. All together I was waiting for 40 minutes already and I still didn’t receive my order. My patience started running out. I have groceries in my car with the hot summer weather. Then, I asked both of these two guys again. They acted like never acknowledged that I had never received my order. They tried to point the fingers at each other. At the end, I insisted asking for a manager. About another 10 minutes, one lady walked up to the front register. Of course, she was acting as rude as the other two employees. She acted so foolish and stupid and pretending that she had no clue what was going on. She asked me “HOW CAN I HELP YOU with unpleasant and unprofessional manners”

This is the second time that I was running this issue at this restaurant location.

I am extremely disappointed, unhappy and frustrated with all employees at this location. And yet, I ordered the pineapple juice together with this order but the manager told me that their juice machine was broken. Interesting 🤨?

No apologies for so ever from anyone.

They are all so rude, unprofessional, unfriendly, nasty and very disrespectful. I feel they all don’t treat customers with respect and dignity. These behaviors are so unacceptable and extremely inappropriate.

Can someone from customer care contact...

Unfortunately, this was a terrible dining experience. We arrived at 3:45 and left just before 6. They were short staffed, which I understand. The service was the hold-up, not being short-staffed, a kitchen issue, or other diners.

I'll start with positives - the food was excellent. In all, we got biscuits, coconut shrimp, dragon shrimp, orzo, broccoli. All of it was very good. Well cooked, hot.

Now to the negative pieces. We arrived to a hostess who didn't greet us, but said, "You're going to have to wait. 25-30 mins. Maybe 20. We have 2 servers." We decided to wait. When it was ready, she pointed to a booth in the bar, and said, "It's right there." I told her we needed a table for medical reasons and she said we'd go to the bottom of the list. Normally I don't speak up as I worked in a restaurant before, but we were able to compromise and did 1/2 table, 1/2 booth which was fine.

As for service, I am not sure if our server had tables in another area, but in our section there was a total of 4 seated tables. Those 3 tables got excellent service. Attentive, came back with drinks, asked how their meals were, asked if they needed anything. I watched this at least 4 times per table while we were never visited.

That same server came one time to bring biscuits and take our entire order. We got drinks about 10 minutes later. She came once with our food, once to tell us she would bring the check. Didn't ask if the food was ok, if we needed anything, or wanted dessert. I asked for a drink as she was leaving after giving us our meal. After I received that, she disappeared from our table entirely while I observed the other 3 tables and their service. Came back about 25 minutes after we started eating saying she'd bring the check.

I had to track her down so we could pay and leave. At this point, we'd sat another 15 minutes, so I got up and found her standing around the bar.

I've been to plenty of restaurants that are short staffed and this was hands down the poorest experience I've ever had. To watch other tables be treated so well was exasperating. It's not like we were being difficult, unless requesting a table and not a booth is considered being difficult. I honestly don't...