Red Robin Gourmet Burgers and Brews — Restaurant in San Antonio

Manager Ernest bullied my autistic brother out of eating at this location. My brother was a regular, and this restaurant was something of a safe space for him to walk to and eat on his own. Then one day he comes home in hysterics. My brother didn't cause any trouble, but he didn't leave a tip. Manager Ernest thought it would be a good idea to "educate" my brother by telling him to start tipping or take his business somewhere else. He also made it a point to tell my brother that the entire staff was upset at him for not "taking care of them"

First of all, completely out of line. Not your job to"educate" and also genuinely just completely wrong to make a customer feel attacked for not adding a few extra bucks at the end of a meal. Is it my brother's job to take care of your staff, or their literal job to take care of him?

When talking with Ernest, not only was he very snarky and rude about the whole thing, never even thinking to say sorry, he also continued to dig his own grave with every word he spoke. I asked if he did this with other customers who don't tip. He said no. I asked him if the tips he made already weren't enough. He said they make plenty of tips. I asked him why he decided to single out my autistic brother. He pretended it was for "education" but had no excuse for telling my brother to go to a different restaurant. He even tried to lie and say that didn't happen until we called him out. You know what we think? Ernest singled out my brother because he thought he would get away with bullying an autistic person.

We talked to the owner/district manager, who was very apologetic and genuine. However, his solution didn't seem to be anything worthwhile. The only thing he mentioned was "educating" his staff and said he wouldn't disclose how he'd handle it. The thing about "educating" is that bullies like Ernest KNOW what they're doing is wrong. A quick course on how to be a good worker will do nothing. As far as Ernest is concerned, he got away with his bullying of an autistic person. Because Ernest is still working there and is still a manager. Likely bullying other customers as well. He also got away with losing a regular customer AND our entire family from ever eating at Red Robin again. For what? Five extra dollars added to the tab? Hope it...

Unfortunately we had a new waitress, which definitely needs more training. She failed to ask how, we wanted our burgers cooked. The complimentary fries were cold, and Not replaced. Our burgers arrived, and the fries on that plate were Cold as well. Her excuse was, that the restaurant was cold. However when we sent them back, they miraculously were replaced with new freshly cooked Hot Fries. 🤔 Don't settle, for Cold Fries or food! You are paying plenty of hard earned money, to be served food at the proper temperatures.

I'm really surprised, that the Health Department hasn't observed, the inadequate temperature of their food.

You also have to ask, for all your condiments and refill of drinks. It was 2:30pm and the restaurant only had a few tables occupied.

You won't find Salt or Pepper on the table, I'm guessing it's due to Covid-19. However there's a ketchup bottle on the table which was empty, so they certainly could have had Salt and Pepper dispensers out if they leave ketchup on the tables. Management and Servers need to pay more attention to detail, which makes me believe that it Wasn't Wiped Off Between Guests. Yikes 😮😬 So much for Safety!

Another Dangerous Situation... We sat on a long bench with our backs to the front door, in the back of the restaurant. The Seat Wasn't Attached to the frame and when I started to get up to leave, the seat started to flip almost causing me to fall. I brought it to the attention of the manager, along with our other suggestions of other issues we experienced.

I really believe the manager should have offered a complimentary desert or something, for our very disappointing lunch experience.

There are lots of other restaurants nearby, that offer better experiences. I'm doubtful, that we'll...

PLEASE READ BEFORE DOING DELIVERY OF ANY KIND. Red Robin is normally a great restaurant. I HIGHLY recommend to eat in. DO NOT ORDER THROUGH ANY FOOD DELIVERY SERVICE. If you are eating in, at least you have a better chance of them correcting the mistakes on your burger. I said mayo on the side, not on the burger. Someone thought it said SCOOP the whole jar on the burger. Southern charm burger should have some sweet bbq glaze. Nope...it was GLAZED with MAYO! People make mistakes. My biggest issue is when I called and spoke with the so called manager Polly to explain what was going on with it, Polly or PAULINE whatever her name was didnt check the ticket to see what was suppose to be on it. She immediately became defensive saying it was wrong because of the modifications that I asked for on the burger. Modifications were to take things OFF the burger. Seriously??? I guess NO MAYO ON the burger, was mistaken as ADD TONS of mayo. She told me (with an attitude) that they can't do anything about it. Call uber eats since THEY took my money. Poor poor excuse for a manager. Again, great retaurant chain, poor management at THIS location and very poor attention to detail. Southern charm burger ended up being a TRIPPLE MAYO BURGER, WITH EXTRA EXTRA MAYO, GLAZED with MAYO. Had to shovel the mayo off of both buns to find the patty. Order with them you'll be stuck dissatisfied with a lazy manager that too lazy to look into the issue. As soon as you call and say hello, my name is...she is going to say NO...SORRY NOT...