Red Robin Gourmet Burgers and Brews — Restaurant in Roanoke

Ok Red Robin I have given you a chance to redeem yourself from my visit in Secaucus, NJ. I am currently at your Roanoke Valley View location which is a major health risk, poorly managed lacking customer service, and a huge disappointment. My waitress was attentive after we made our presence known at the bar. A management shift needs to take place immediately and the Department of Health needs to conduct an inspection pronto. Playing while at work when not busy is fine. When you have customers it’s a no-no. Burger cold Fries hot. One male walked in off the street out of the rain with a wet book bag and jacket on and was in the kitchen around prepared foods. He played around with other staff while Sitting on the order-up section with the wet, germ-ridden bag on his back on the shelf where food sat. Servers touched their Noses too many times to be sanitary, touched plates without washing hands some even with gloves on. I sat at the bar and observed the personnel to my dismay amongst the staff playing and popping each other with white surface towels was undoubtedly the manager(after asking to speak with her same female walked over to the bar). Are you freaking kidding me? Listen folks you are food guardians customers protection from disease and germs at your establishment and should take food service very very seriously.

Oh, this gets better! I felt I had to speak personally to management just to inform her of the concern I have from this entire experience. She was full of attitude, dismissive, and very unprofessional (rolling eyes, clinched lip, and glare I felt I was talking to my daughter when she was 14). This is why the staff behaves in the manner in which they behaved. Poor leadership. You have to be accountable and lead by example. There is no more pride in one's job. I only reported my observations and my concerns, No opinions all facts. No customers, no establishment.

The very least I expected of that exchange was an acknowledgment, accountability for what was witnessed, and reassurance that this would be addressed. Instead, I was lied to(it wasn’t me- I wasn’t in the area when the staff was playing with the towel). Come on, you can do better than that. Laughable.

It’s right you can’t please everyone, but you can Abide by basic health laws and provide basic customer service. Red Robin manage your brand better. Although many of your locations are closing go out with a bang. Train your staff in customer service and enforce food health policy. Last time trusting you with my health. I’m done no more visits by me or my family!

Update Owner sent me a link to fill out a form to provide all the same information in this post. (Really?!?) Do better Red...

Upon arrival, we were put on a wait of about 20 minutes. We were sat in a timely manner and the host and hostesses were very friendly and professional. We were sat in the bar area and the bartender/server (Jamie) had 3 other tables. From the time she greeted us it seemed as if we were a burden to her and not wanted as guest, maybe she was overwhelmed (which is hard to understand because ALL she did was take our order). Our drinks were delivered with a promptness by a young very friendly young man, I wish I had asked his name. He carried himself very professionally. Our food was delivered by service assistant, sh was very friendly, and professional as well. After our food was delivered, five minutes later Jamie came b to see if we needed anything. All these fries and no ketchup delivered in a timely manner, but she was behind the bar eating fries with ketchup and her mask off. 3 tables must have been to much to handle, while she was busy stuffing her face. I’m sure they didn’t give her the fries, so that means she rang in a reorder for a table and decided to consume them herself. They also have a problem with rotating the preportioned ketchup because one of the portions of ketchup held upside down didn’t even move, no telling how old that was. We had our drinks refilled once again, by the same young man. So friendly, he was wearing a mask but you could tell he loves his job, I hope he gets tipped out because Jamie was basically NOT THERE. She stopped by once to see if we needed a refill on fries, which we didn’t. We paid the bill and left a 20% plus tip in hopes that the fabulous support staff receives a cut. Jamie didn’t deserve any of it in my opinion. The manager was physically there, but absolutely oblivious to what was going on around him, with a couple table visits he might have caught on, instead of walking around with his clipboard, only looking up to check things off. We were a table of 4 there on a Saturday. I understand there are a lot of changes going on with the everything going on, that does not excuse POOR customer service at all.in these trying times you would think that every guest that walks through the door and sits in your section that you would be delighted they are there, and even though you have a mask on, its very easy to read your eyes and see we weren’t wanted in her section. I’ve been in the Restaurant business since I left the military, and the way we were treated has taken Red Robin OFF our list of places to spend money. Thank you Jamie, and the manager with no idea as to what’s going on in...

Three strikes now so my family and I will not be going back. Tried one last time with just my wife and I and ordered their signature red robin cheeseburger. I asked for no onions and med rare. First of all, it took 30 minutes for two cheeseburgers to arrive when they did, as the waitress handed me mine stating no onions, they were onions hanging outside of my cheeseburger. She took it back and claimed she was going to get me a new one when in fact she brought me back the same cheeseburger with the same side order with the onions magically gone which is fine, that didn’t bother me too much. The cheeseburger itself was overcooked, the bun tasted like it was from yesterday and it was barely above room temperature to where the cheese was hard. I tried to convince myself it was going to be fine and to just deal with it but then I reminded my self that this is an $11 cheeseburger so after three or four bites I put it down. Aside from the food being uninspiring, it took me 10 to 15 minutes to get someone’s attention and when I told them that their cheeseburger was not what I wanted their temperament towards me turned and they became Very cold with me. The manager came over five minutes later and asked if I wanted another, I said no I’m done but he never wanted to know why. It was as if they don’t care, take the food or don’t take the food they’re not interested. So Red Robin, I’m out. P.S. The last time my wife took our kids there, after they were seated, no one showed up to ever take their order even after telling one of the waiters , so they...