Red Robin Gourmet Burgers and Brews — Restaurant in Provo

We ordered pickup online, which was actually a very smooth and intuitive process. I chose a burger selected the handy "some pink" setting, selected the other options that I wanted, and ordered the boneless wings for my wife. Since the online order system, for all its ease of use, doesn't actually allow for very much customization, I called the restaurant after placing the online order. I told the employee that we had just made an online order, and that we'd like the chicken without any bleu cheese and asked if she could include some sides of ranch. She pulled up the order, notated the changes, and promised us that it would be taken care of. So far, everything was great. The trouble started as soon as we got to the restaurant.

We pulled up to a specially-designated parking space for curbside pickup that had a sign instructing us to call a number so they could bring out the food. The employee who answered said that they don't do curbside pickup; we had to come inside. Ok fine, not really a big deal--it's what we had planned to do anyway. But they should really remove the signs if they no longer offer that service. When I got into the restaurant, I had to wait at the front for someone to come. When an employee finally noticed me, I said that I was here to pickup an order. She said to go to the bar, where there was a large "To Go" sign. When I got to the bar, I had to wait again until someone finally noticed me. They asked what I needed, and when I said I was here to pick up an order, they instructed me to go to the front. Eventually I was able to find my bag of food, but I'm not sure why I had to be bounced around like I was stuck in a slow-motion pinball machine When we arrived home and opened up our food, we noticed that (a) my burger was topped with a whole roasted jalapeno instead of fried jalapeno coins like the menu described (b) my burger was not even a little bit pink, and (c) they left the bleu cheese on my wife's chicken. The fried jalapeno coins were something I had really been looking forward to and they were a big factor in my choosing the burning love burger, so I was quite disappointed that instead all I got was a giant greasy pepper. I had been happy to see the option to leave my burger a little pink when I made my order. If it hadn't been an option, I wouldn't have cared. But since it was ostensibly an option, I was really excited to have it. To have an overcooked burger when I had specifically asked for slightly pink was incredibly disappointed. With the bleu cheese, it was a simple thing that we had specifically asked for. The employee assured us that it would be taken care of. At least she got us the ranch dressing.

The food was ok. If you want a burger that is a little better than fast food for three times the price and chicken wings that are actually pretty high quality for the price, come to Red Robin. It's not my favorite place to eat, but I have low expectations and it's usually ok. Tonight however, even my low expectations were hugely underserved. From the instructions on the parking space sign to the description of the fried jalapeno coins and the option to leave the burger slightly pink, it was shocking how disingenuous the offerings at this restaurant are. That's not even mentioning how my wife had to painstakingly pick off the bleu cheese from her wings after we were specifically assured that it'd be taken care of.

The only reason I am leaving this review is so hopefully someone in management is able to see the major issues we had with our experience today and then take action so that it doesn't happen to other unwitting customers. It's...

Absolutely delicious food! The cheeseburger was heavenly, cooked to perfection.

The service was why I gave the 4 stars review instead of 5. Despite it being not very busy, the service was still rather slow. It took forever it felt like for the waiter to take our food order. We’d already eaten our fries that they first bring you before he even came to get our drink order. Then we had to wait for him to come take our food order. A side note on the service was: two of the three people in our party didn’t like that when taking our order that he didn’t write anything down. I understand some wait staff don’t need to write things down but it sure made us feel uneasy and uncomfortable that our food would be wrong. However in the end, everything was correct except for two things; I asked for a ‘bacon’ cheeseburger but only got a cheeseburger with no bacon and another in our party didn’t want tomatoes on his chicken sandwich (which he asked not to get and still got anyways). This is why it’s important to write things down still, in my opinion. Perhaps he would’ve gotten it correct had he wrote what we said down on a paper. Lastly about the service was: we were exchanging Christmas presents and didn’t want our dirty dishes to be sitting on the table anymore. Apparently it’s not the waiters “job” to clear up the dirty dishes because despite us sitting them on the edge of the table he wouldn’t take them. So we had to work around them. That was kinda bothersome.

One huge props about the service was: I love lots of ice in my soda drinks and this they provided to me in after asking for it, of course. Super props!

The atmosphere was decent. The music at first is kinda loud for a decent conversation, but we soon got used to it and talked above the background noise. The restaurant is clean and you can tell they take pride in that. There weren’t a bunch of dirty tables that needed to be cleaned or a bunch of paper on the floor. It was exceptionally clean. The plates, silverware, and glasses all looked clean with no spots on them.

Overall a decent place to eat. I’d...

**Changing my review - ended up getting contacted by Hayes Carter, the general manager in Provo, and he's awesome. He helped me understand the corporate coupons and why they don't work at their location (and explained there's no way for customers to know that either) and sent me coupons that do work at their store. He also asked me about the concerns for their shift manager and said he'll provide the proper coaching. Great experience in the end and we'll definitely be back. Appreciate you, Hayes!

Original review below (edited to remove some comments I should've kept to myself):

Note - this 1 star review is solely for the manager, not the food!

We came with a free appetizer coupon (we bought a deal last Black Friday that gave us one free appetizer per month for the year of 2025 + some other things). When we tried to redeem, our waiter said that her manager said they don’t accept those. We told her we were confused because we had come once a month to this location from January - April and they had accepted them every time. She said she’d check again and this time the manager came back to talk to us. We told her we were confused because we’d use them before and she was extremely rude, told us that they should have never accepted these coupons because they can only be used at a corporate Red Robin. She finished with “I was going to give it to you guys today but since you told me you’ve already used this 4 times I’m not going to give it to you.” Her tone and attitude was very rude and confusing. We left frustrated, confused, and now have a bad taste in our mouth for the place. Of course we were disappointed we can’t use our coupons but we’re more upset with how we were treated.

I probably would've handled the situation differently - explained why those coupons don't work at this location and acknowledged that there's no way that we would've known that as a customer (didn't say it on the coupon), accepted the coupon this time and explained that they can't be used...