Red Robin Gourmet Burgers and Brews — Restaurant in San Bruno

First off if I can give zero stars I would . This was the last time I will deal with Red Robin’s. Let me start off with saying I was with my husband and it was pretty packed . So we got on the waiting list and sat which was about 45 minutes before we got seated ,and also the green tipped head girl stared and remembered that she forgot us . I told my husband we waited this long let’s just go eat. We then get called but I looked to the side of me and this group of people that was there before me was still waiting but she kept allowing people that were after us being seated. I also heard the lady tell the manager Why are we not seated yet it’s been an hour . I believe them because we waited 45 minutes . The poor management skills by the manager telling the group ,well my employee is flustered what can I say and walks away. I just thought that was so unprofessional and so cruel to the family who looked like they Just got off from church. So after all this we get seated after 45 minutes . We get brought to table and after 15 more minutes no server has approached us . I couldn’t believe how it’s going so far here at Red Robin’s. I then wave down a server for me to Speak to a manager.When he arrives he looks like he might have smoked some weed on his break . The few times I been here I always thought it was the Latino lady who was manager and she kept sending this disrespectful excuse for a manager Caucasian guy.But hey that’s who they have representing Red Robin . We then finally get served by a rude waitress who just had a bad attitude . I then tell my husband what is going on ?We then ordered start off with some drinks. She then brings my strawberry lemonade that had something floating in it . She then come back 5 mins and I tell her about the lemonade and she stares at it and says it might be plastic?At this point I just want some food and a new drink . Food then comes in what seem like another 30 minutes. I was nearly losing my appetite can’t believe what’s going on .My husband was so upset he said he was ready to leave . I told him let’s just eat we waited this long . I’m like the most patient person you can meet . But this establishment has lost me and my family and I’m going tell my friends about this location, they lost longtime customers and it probably don’t matter to them.All these years as customers can’t believe we were treated this way and just had the most worst experience ever . Oh did I forget to mention that when our meal came there was hair hanging off the fries. I have pics from the plastic in lemonade and hair near my fries.Wirst experience ever not kid friendly or family friendly not to mention bathrooms...

When visiting a chain restaurant, you are not always expecting the world. You expect the same food, decent service and to be out quickly. One of our favorite chain restaurants is Red Robin. The burgers are great and usually the experience is ok, this was not an Ok experience. WE went to the San Bruno location at 1274 El Camino Real. When first coming in we could see that they were quite busy, the host was friendly and went to clean a table. We noticed an empty table at the bar and asked if we could go there. The server greeted us quickly, and was very friendly. The table was quite dark, as three-yes three, surrounding lights were out. Two ceiling lights and one table light, so we used our flash lights on our phones to read the menu. We ordered- and waited. And waited and waited, Finally 40 minutes after ordering our food arrived. My husband ordered a double bacon tavern- no tomato- and received two patties cheese and a limp piece of lettuce. It was so beyond ridiculous. I went to find my server; I think the bartender offered to help me. He went and had the order remade- he was very friendly and it was appreciated. So, as we waited for my husband I ate my cold chicken sandwich. The server, and her co-worker checked on us and not once did we see a manger touching any table. The place was packed, I completely understand delays, but the terrible food AND the wait I do not. This is where it gets good- the manager brought out the remake. He seemed so uncomfortable and out of his element. He dropped it and asked if we needed anything else. It was infuriating- maybe he was waiting for the cue. We explained the wait, the time, everything and he just stared blankly. I went to get a to-go box. We paid the bill on the kiosk and left. Never did he apologize, empathize or even address anything. The staff here is great, much friendly than some Red Robins. The cooks were obviously behind because the food was terrible- but the condition of our food also looked like it had sat for a long time so I am guessing expediting suffers here as well. Maybe if the manager floated more on the floor. I can tell you this- the man was a large easily spotted individual. Not once did I see him on the floor, at any table or on the line. The staff seems to runs independently but not...

Red Robin: Come for the Food, Stay for the Neglect

Ah, Red Robin, where the refills are bottomless, just like the staff’s indifference! We hadn’t been here in a while, and after this experience, it’s safe to say we won’t be rushing back.

We arrived and were told it’d be a five-minute wait—classic restaurant math, which, as expected, turned into ten. No big deal. But that was just the beginning of this slow-motion trainwreck.

Our server, Han, took our drink orders and they arrived in a timely manner. We ordered our food, and when it finally graced us with its presence, one order was wrong. So while two of us ate, one of us just sat there like an audience member at a dinner theater, except the show was bad service and the ticket price was our patience.

Enter the manager, a man engaged in an ongoing battle with his pants, which kept sliding down like they, too, were trying to leave. He said he’d check on the missing food and then vanished into the ether. Oh wait—he reappeared later… but only to sit down and enjoy his own meal right near us. Hope his order was correct!

Meanwhile, Han continued his ghosting streak, expertly avoiding our table while tending to others like we had personally offended him in a past life. Refills? Had to flag him down. Fries? Had to flag him down. The bill? You guessed it—had to flag him down. At this point, we were basically running our own restaurant, except the only thing bottomless was our frustration.

The cherry on top? Not a single thank you. Not from Han, not from the host, not even from the manager between bites of his actually correct meal. We left feeling like we had accidentally wandered into a social experiment testing the limits of customer neglect.

Red Robin, you had one job. And much like the manager’s pants, you let it all fall apart.

UPDATE: after Red Robin commented and invited me to email to discuss I did just that. Ghosted. Neglect from San Bruno restaurant to...