Red Robin Gourmet Burgers and Brews — Restaurant in Scarborough

Let me start this review by saying we have not been to this RR for about 4years, but it was typically a great experience. I also used to work in the restaurant business in several different establishments so I know how to wait on customers well. That being said…

We went to RR yesterday for lunch. We were surprised to see how empty the place was given that it’s school vacation week. We were sat at a table quickly. Our server took about 15 minutes to come over to get our drink order. That probably should have been our first sign that things weren’t going to be as expected. In the meantime, I used the ladies room to wash my hands. It was filthy and smelled horrible. We got our drinks and then waited another 10 minutes to place an order. We waited for 45 minutes without any explanation from the server or a manager as to why our lunch was taking so long. I understand a kitchen can get backed up, but usually that happens when a restaurant is busy. I counted TEN tables in the whole place with customers, four of which already had their food. It’s not the server’s fault, but they should have explained why the food was taking forever. Finally I asked the host if we could please get our order to go as we needed to get going soon, and I requested the check. At this point we had been there over an hour and had only had our drinks. The host walked back to the kitchen, I was assuming to tell someone our order was changed to “takeout.” Another 10 minutes went by, and our food came out plated. I told the server I had asked for “to go.” I remained polite throughout this whole experience because I understand she was just the person I was interacting with and not necessarily at fault. She looked completely confused (so there had been no communication) and walked away. This is when I got irritated: She came back with boxes (only 3, there were 4 of us) and said “here.” No apology for the wait or anything. So we packed up our meals and waited for the check. The server came back over and directed us to the tablet on our table for the check. We left pretty unhappy to have paid $100 for crappy service and 90 minutes of wasted time.

If I were the server, I would have asked the manager to come to the table and explain the delay AS WELL AS offer to comp part of the bill. Clearly the management of this restaurant has no idea what customer service, cleanliness, and integrity does to bring back customers. It’s too bad because when we used to go to this RR more often, the place was always packed, clean, and had friendly staff. There has clearly been a management change that will likely end up with this location closing. We will...

The manager called me disrespectful (shakes head)! Here we go...It was my son and I for a father son kinda night. They brought out our meals and I Fiery Ghost bun was stale...I’m not talking the bread was little a tough, I’m talking, I couldn’t depress my index finger and thumb even a milliliter closer together. The fried jalapeños that were on the burger were the size of buttons that you would find on dress shirt and another second in the frierlayer and they would been black! The pattie was dry...like a desert!!! and wasn’t even close to warm to the touch. So I expressed my concern to the waitress and requested that I wasn’t interested in having them remake it. At this point I was unchanged on the way I look at Red Robin, unstanding that things do happen. Here comes the manager...first I told her I didn’t request to have anyone come over as there was no problem other the meal. She said that’s her job to understand what is going on...ok, obviously I’ll give her that! This is where this review is stemming from! I expressed my displeasure with my meal and I did not want it remade and she immediately says she’ll take care of my entire meal. I said no, I’m not looking for any freebies I’ll pay my the beverages and my sons meal and she then she comes back with, oh no it’s ok I’ll take care of it for you. This went on for several exchanges and I ended arguing with her because I wanted to pay! We finally agreed that I would pay for my sons meal and 2 beverages. Here comes the check, with only 2 beverages on it without my sons meal. I expressed that I wanted to pay for my sons meal and the beverages. She then told me she wanted to make sure I had a good experience here and I told her I want to pay for sons meal and 2 beverages and this went on again for several exchanges (REALLY!), I then asked her how hard is that to understand! I looked at my 3 year old (lol I know) and said now I’m not having a good experience! She said ok, turned to walk away and called me disrespectful! The kicker is, if she just did what I requested I would not be writing...

I love Red Robin and had high hopes for having delicious, hot food, as I always do back home (New Jersey). HOWEVER, this place disappointed me from the moment our waitress brought our drinks to the table. 1. She didn’t pay attention to what I ordered. I ordered a burger meal but substituted the beef burger for a turkey burger. I ordered garlic parm broccoli with melted butter on the side. I asked for ranch dressing on the side and requested for extra crispy fries. What did I receive? A cold meal that was incorrect. I received a beef burger meal which she told me I didn’t mention I wanted a turkey burger (FYI…I don’t eat beef so I know I asked for a substitute), old, soggy steak fries and warped broccoli ALL COLD! She forgot the condiments I asked for then when we expressed dissatisfaction with the order, she paused, said I’m sorry, then walked away. I asked for a Togo bag (because one thing I will do is offered the food to someone homeless if they’re interested)….and she never returned to the table. Of course I had to get up to get the bag and as my gut was telling me to ask for the manager, I chose to leave. The service was less than expected but that’s my fault for thinking all Red Robin’s offer top tier service…..THIS ONE DISAPPOINTED ME! I’m in town for the next 4 months and I will not be back! Customer service was an epic fail. Food quality was awful. Clean establishment, including the bathroom. The only reason why I gave this place 2 starts was for the cleanliness and the soda was strong how I like it. Additionally, your traditional chips were cold and stale, as if they took them from someone else’s...