Red Robin Gourmet Burgers and Brews — Restaurant in Portland

After a long day of travel and landing at PDX I was starving!!!

There weren't many options as my plane was delayed.

I arrived at 9:05 pm to Red Robin which closes at 10pm which gave me enough time to eat and so forth.

I came in after the few options that were available and was seated within 2 minutes of entering the establishment by Christian.

My server was Phoenix and yes she was very friendly however there were a few things that made this review go from 5 to 3 stars based on her actions and her actions alone.

I had quite a few questions as I know that it has been over a decade since I ate at a Red Robin. After asking a multitude of questions I ordered the Veggie burger under the $10 Tuesday option with the understanding that it would be a couple dollars extra like $2 for the Veggie Burger with Bottomless fries and a water with Lemon.

I took Phoenix's recommendation for the sauce for the fries which was amazing.

I drank my water quite quickly and it was never refilled. Even though Phoenix passed by my table quite a few times. Even coming to me letting me know she added the couples tab in front of my table on my tab by accident.

I should not have to ask for a water refill if you are steadily passing my table and can see the cup is empty with the lemon being on the bottom of my cup.

I asked for more fries prior to 10pm and was told the kitchen is closed and that I can not have more fires.

It is the servers responsibility to ensure that they inform patrons of the kitchen closing to ensure that the patrons are not wanting anything further (ie more fries/desert/whatever)

When it was time to check out I was charged full price for the Veggie burger, and asked about it and was met with well sorry nothing I can do.

I was Tik Tok living at the same time to share my experience and that is when everyone on my Live said ask for the manager. Which I was reluctant to do because I had a migraine and honestly was just over how the interaction went with Phoenix.

The kitchen manager came out I explained what was going on and she quickly went and corrected the cost and offered to have the kitchen make me some fries. I did not want to be an inconvenience as that is how I was already feeling based off of the experience I was having with Phoenix. Instead of fries she did hook me up with some Mac N Cheese which I am grateful for.

What I do not appreciate is when I realised Phoenix was more worried about cleaning and closing down then actually taking care of her customers. You're probably wondering what makes me assume this, there is no assumption. As I was leaving the establishment I could clearly make out Phoenix letting her manager whom I spoke with about my experience that all she cared about was if I left a Tip and that her things were done so that she can go home.

Although the Kitchen manager did correct the things after the fact it was the experience with Phoenix that took the 5 stars to 3 stars.

Customer service is the most important thing as a server. Just smiling and taking orders is not enough. Without the proper care of each patron it's as if all we are is a number not a human.

Therefore this is why yall are receiving 3 stars.

Thank you for having me, The Traveling Truck...

A place becoming a dread to go to. Inconsistent experiences and filled with immature untrained or staff who don't give a damn.

This visit our server had no clue. Did not bring silverware, when asked, brought napkins. Then we just went and got our own silverware instead at the bar.

Then food services were sub par. No refills provided and each was after a request--not that it's wrong but it's not what RR is specifically about. That's why the callout here that staff is not delivering the RR branded experience.

Then the plate came with broken corner..chipped and actually was sharp. Didn't cut anyone but was sharp enough felt by fingers enough to warrant a "heyy guys watch out".

Then the check system was broken: the payment app would not honor the promo (found it after logged in but would not accept it) after many tries, gave up and paid the whole check without promo. Then it was buggy that it keeps saying there is a remaining balance to be paid. A repeat bug that keeps cycling the same error asking for more payment and more payment.

Keep in mind this bug was brought up at the other restaurant location and the server basically said "Oh yeah we know don't worry about it ". This is a class example of ignoring problems, either at the local or regional or probably corporate level. Just fix the bug! This bug, by the way, appears to be on gift cards.

Anyway so the green light didn't come up because we had mysterious balance due despite paying 3 times on 3 gift cards. Which, wow, is just .. no words. The printed receipts did show payment rendered. So by this time our server had disappeared so we left. We were worried the whole time some security was going to tackle us for non-payment but we had our receipts and I knew the gadget was buggy from the previous experience at a previous location.

So. Willl you the manager who reads this (if you do) escalate this to corporate and fix that damn bug??? And fix the customer experience, and train the staff accordingly on the fundamental basics of food service: bring utensils and napkins (it's a package), refill as you promised (for your brand's specific selling point), watch for broken dishwasher (health hazards and safety), and take seriously these matters..

Attaching photos evidence and use as training...

Terrible service. Asked for waters 3 times and didn't receive until after our food was delivered. They have full service bar but yet had no idea what a Cosmopolitan drink was; so they served me crannerry juice w/ probably 1/4 shot of vodka and NO ICE!!!!!! What kind of cocktail is served warm???Ewwwww?? My daughter ordered a milk shake. They come very thick and she asked for a spoon. She never got it and proceeded to eat her milk shake w/ a fork!! A good server knows better. My daughter ordered no tomatoes w/ her wrap and I ordered no red onion on my salad. We both got them:-( we also ordered garlic fries but we never received them and they were on the bill. The fries on my husband and daughters meals were cold to the touch the second they were served. Finally asked for manager (we NEVER complain! Just not our thing. Move on lesson learned, but this was ridiculous!) And she came disheveled w/ horrid cigarette breath. She basically apologized w/ no real care as to what happened and just kind stared at us for a few seconds. She then asked if there was "something we wanted her to do" !! We said we don't want discount or anything free we just thought she should know how horrible the service was! I mean EVERYTHING was wrong! So she said thanks and left. A few minutes later she came back and asked if we wanted a discount on an appetizer for the next time we visit! Even though we told her we live in a very small town on coast and closest Red Robin was 2 1/2 hours away. I didn't expect anything but was hoping speaking to her would help. Highly disappointed. Never to eat at Red Robin again. For same price we ate at cheesecake Factory the next night at Cascade station and left ecstatic! I know it was a chain restaurant and we usually try for more creative spots but we were...