Red Robin Gourmet Burgers and Brews — Restaurant in Portland

Unable to deliver food as ordered

The Short; The primary reason for my star rating and the primary topic of this review revolves around this location's inability to properly fulfill an order during my recent visit for dinner with my girlfriend. The whole story; It was after a Trail Blazers game at the Moda Center and I was happy as can be as I entered Red Robin, which was gladly taking new customers back to the bustling restaurant. We were seated relatively quickly, yet things started off bumpy when our server came to greet us and informed us that they were closing in 15 minutes and the folks in the kitchen really wanted to get home, which made us feel rather unwelcome, but we moved past that and placed our orders: clucks & fries, prime rib dip without horseradish (but still with the onion and cheese) - this came with a side of fries, and a monster chocolate milkshake. Our waiter repeated our orders back to us, and we confirmed the order correct. After a good deal of waiting, our meals came back and my girlfriend noticed her prime rib dip was smothered with horseradish (the meat was also a bit cold, but we've noticed this at other Red Robin locations). Unfortunately, the kitchen had messed it up, and upon request, he promptly took my girlfriend's dish back and vowed to get an order of prime rib dip without horseradish. As my meal got colder, I began to eat it and as I was nearly done, my girlfriend's new dish came. Inspecting it for correctness, we noticed that it was not a new dish at all. It was the same, cold, prime rib dip plate with the horseradish scraped off. Here's the deal: our server provided us with knives. We know how to scrape it off - suppose one of us had an allergy?! In addition, the scraping job had removed nearly all of the caramelized onion while leaving a still tasteable portion of horseradish behind. My girlfriend, always wanting to take the path of least resistance, chose to just eat it. It was around this time we noticed her meal came with no fries at all. We requested them. After both of us had finished our meals, and after a good deal of talking - we still had not received our fries. The restaurant was still busy (though no longer accepting new parties) yet our server seemed to have forgotten the fries entirely. To top everything off, when we went to pay, the 'zoisk' on our table had an entirely different order on it (including onion rings, alcohol - we're not quite 21 yet!) We waited for our check to come, and because of the zoisk confusion, we were unable to complete the survey which typically follows payment. That's what brings me here. We would have gladly submitted a private survey, but we had to give feedback somehow, and since everyone was so ready to get home and no forum for feedback was provided, I'm hoping our voices will be heard here. Beware. If you're ordering straight off the menu, this location can handle it. If you have any sort of request, it may not be fulfilled. When similar things have happened in the past, that item has been taken off our ticket. Not the case here - even after some confusion where our waiter said he would be "zeroing out" our order, when we asked for clarification about what he meant by that, he explained that it just meant he would be finalizing our order. Awfully confusing. If you're wondering, yes, we did leave a decent tip. Not all of this was our server's fault. However, the overall dining experience was really bad. They're just lucky they didn't mess up my order... I'm...

Brianna the server working under the manager Natasha on 9/24/21 Friday around 6 PM & messed up completely on my fiance's and I's order.

They couldn't & didn't get a single item on our orders correct.

We asked for a: Normal Ice Water and a Diet Coke with no Ice.

Brianna gave us a Water with NO ice & A Diet Coke with Ice. (ok no biggie: just a minor swap mistake right?)

Afterwards Brianna came back and mentioned they're no longer letting her write down orders & had to use an electronic device (phone) system to take orders.

Ok.

She mentioned this was her Monday after a long weekend(and appeared like she might be hungover). (Fiance mentioned maybe High).

(she seemed to struggle selecting even the basic items and navigating anything on the very simple screen)

We ordered:

A) Vegan Patties on the two meals:

1. Burning Love Burger with a Side Salad with no tomatoes on both with a thousand island dressing.

2. Red Robin Gourmet Burger: with extra tomatoes and garlic fries.

My fiance mentioned her burger tasted off and we weren't sure if it was actually a meatless pattie, but assumed she'd at least would have gotten that right. (even though it had some pink in it - maybe it's just prepared differently).

What we got was: Messed up Drinks Messed up Burgers Messed up Salad Messed up Dressin (Messed up Charges on Order).

She tried charging us for items (includinh additions we didn't receive) & items we didn't order. When we selected the order list to pay at the table it showed:

Water LOVE BG (MISSING MEATLESS) (Supposed to be RR Gourmet Burger) w/ Garlic Fries [only thing correct*] LOVE BG (MISSING MEATLESS & Missing No Tomatoes ) w/ Garlic Fries (SUPPOSED to be Side Salad with no Tomatoes) (MISSING Thousand Island Dressing -- SHE Gave Us Blue Cheese instead) Soda (Missing No Ice) LOVE BG (WHY WAS THERE AN EXTRA BURGER WE DIDN'T ORDER?) $44.95

We only received the 1 Order of Garlic Fries & the again wrong Side Salad with the wrong dressing and the Wrong Meat burgers x2.

She was also sitting all new customers clustered together in the same area and not spacing anyone out. Putting a large loud family right beside is and another couple behind us when there was plenty of in between tables.

She (Brianna) Seemed completely out of it & her manager Natasha didn't seem concerned enough that one of her servers were sitting ppl right beside each other & that her server was messing up orders completely - charging us and giving us the wrong items & Natasha gave us an excuse that they're still training people in & e.t.c with having all new staff.

(Brianna seemed in their young 30s, again coming back to work from a "long weekend", and shouldn't be struggling with taking simple orders, let alone not correcting obviously wrong ones or serving people meat that shouldn't be eating it - per their orders & dietary restrictions for health reasons -- and also trying to charge them for things they didn't even order).

We've been here many other times and we've never seen this poor quality and lack of integrity from any Restaurant.

Picture Proof of...

Yesterday evening, around 4:15 PM, my mother, my two children, and I headed to Red Robin for a pre-concert dinner at the Mott Center. As we entered the restaurant, we noticed that it was unusually empty. We patiently waited for about five minutes until the hostess finally acknowledged our presence and led us to a table. She seemed flustered, mentioning her dislike for busy days and assured us that our server would be with us shortly. However, it took another five minutes for our server to arrive.

We placed our orders, requesting a coffee, an iced tea with lemon, and two kids' drinks. Unfortunately, the coffee never arrived, and after 15 minutes, only the kids' drinks were brought to our table. We patiently waited for our tea and lemon, but they never came. Growing frustrated, we attempted to catch the attention of the manager and other servers, but it seemed as though we were being ignored. We were informed that our server was on a break, which was quite disappointing considering the time we had already spent waiting. At this point, there were only three other families in the restaurant, so it was far from busy.

Feeling the need to use the restroom, I excused myself and entered with high hopes. However, to my utter disgust, I discovered that both the men's and women's restrooms were in a deplorable state, with dirty walls and floors covered in excrement. Outraged, I returned to our table and continued our attempts to locate the manager. Unfortunately, he seemed to be avoiding us, prolonging our frustration. Finally, after enduring 46 minutes of poor service, we decided we had endured enough and informed the staff that we would be leaving.

Just as we were about to depart, our food was brought to the table. To our dismay, my son's chicken was undercooked, still pink on the inside. My own meal, a mushroom burger, and my mother's food were served cold. Additionally, instead of the regular fries we had requested, we were given garlic fries. Adding to the disappointment, my daughter's mac and cheese, which was included in her salad, appeared to be extremely old. Even the lady sitting behind us stood up and confirmed that my mother's coleslaw was brown and moldy. Frustrated and disgusted, we made the decision to leave.

As we were exiting, another couple with their child entered the restaurant. Curious, they asked us how our experience had been. We honestly shared our terrible encounter, prompting them to leave as well. It was truly disheartening. The manager, once again, approached us and offered to only comp the mac and cheese and the two kids' drinks and coffee. This was completely unacceptable. I have never encountered such abysmal service in my...