Red Robin Gourmet Burgers and Brews — Restaurant in Spring Hill

Just left hungry.. Long time supporter of Red Robin, one of the best burgers when it comes out correctly. After tonight, I will not be returning to the Spring Hill, TN location. First, the burger came out completely wrong, not a big deal, they offered to remake it. Also kids Mac n Cheese came with sweet potato fries (did not order). The waitress acknowledged the mistake as she dropped off and brought new fries. Ok, that's fine. Also offered to bring my older child an adult size lemonade with his kids order, wow that was nice.

Then, the reorder came out and it was incorrect again. Had tomato on it when I asked for no tomato. She took it back and less than a minute later brought the same burger out. I asked, "did you just take the tomato off?" She said "no". I asked, "are you sure? That was a fast remake." She asked if I was allergic, I said "yes" knowing she was lying. She then fessed up and said that they just took off the tomato. I stated, "you lied then." She said, "Yes, sorry about that, I'll get a new one." I told her that I no longer wanted the burger because we had been at the restaurant for over an hour and didn't want to wait anymore.

Gets better!!! Manager came over and said she would comp all the meals. I said "great", then brought the bill with only the burger removed. Hmmm??? Didn't argue, just decided to pay the bill.

Bill came, she charged us for an adult lemonade when it comes free with the kids meal and charged us for the sweet potato fries (which we did not order). Explained to the manager that I shouldn't be charged for the lemonade because it comes with the kids meal and the sweet potato fries because we didn't order it. Manager said, "Just so you know we do charge for sweet potato substitutes, I said, "We didn't order them." Manager said, with a very snooty attitude, "then that should have been addressed when she brought them out." I said, "we did, the waitress acknowledged the mistake and she brought a new basket of fries." We were still charged.

After patiently explaining to the manager, she did end up comping the entire meal. I explained to her that we regularly attend the restaurant at least once every two weeks for the last 2-3 years and that I'm usually a very generous tipper. Kind of our go-to meal, when I don't feel like cooking at home. The last 4-5 times, we have had issues with order accuracy and longer wait times. Not that big of a deal, they always made it right.

This time, I DID NOT appreciate being lied to and being called out by the manager for things that did not happen.

Please know that I was very kind and patient throughout this entire experience because I enjoy their food and like I said early it's kind of our go to family restaurant. The waitress was very nice and kind, but this isn't the first time we were charged incorrectly and had our order wrong. Having worked in customer service my entire life. They seem to have management problems and a lack of training with their staff. No wonder why the restaurant is usually empty whenever we go (also why I'm a generous tipper). Oh, well. Hopefully your experience is better and they get their act together. Do love their...

UPDATE: I have read Scott's review and after confirming with my family, some if not all of his allegations are false. He is clearly upset about the wait time and looking to cost some one their job. We arrived before him and his entourage, but we did sit next to them. Mine was the only party of 7 waiting for a table as far as I know. Several small parties were seated before us as expected. He asked the hostess after a while if they could be seated and not served and she tried to be hospital, but explained they have a policy they have to be served within a certain time of being seated or they will get in trouble. His adult female family members kept assuring the hostess they weren't mad at her, it wasn't her fault. He left long before his wait time was even halfway up, because we hadn't been seated yet. The hostess did not say anything nasty. She also explained that they were short on staff tonight. I'm not sure as to the allegations of the manager harrassing them next door, but we witnessed the rest and it did not happen that way.

We had a 30-45 minute wait when we arrived tonight. The hostess and multiple waiters apologized for the wait and explained they were unfortunately short staffed tonight both in and out of the kitchen. I believe our waiter was Eric, and he was PHENOMENAL. Some of the best service I have ever had. He deserves a raise. He was quick to get us our drinks and stayed on top of refills and and requests. Our appetizer arrived within 5 minutes of our drinks and food much quicker than we expected with the wait time. He brought fries without being asked for us to munch on in between and 4 or 5 sauces. The food was great, other than my mom's order (can't remember the name, but is was a burger located in the middle of the menu starting with B and included pineapple). Her burger was still very pink and when Eric found out, he not only replaced it, but took it off the bill and apologized repeatedly. Her new one was to go since we were catching a movie afterwards (he was quick with the bill to make sure we had time) and when she bit it later, it was still fairly pink. Aside from this, our service was great and Eric was a delight. Half of us traveled for the holidays are were happy this was our first RR experience, even with the table wait. I would give Eric 6 stars and the restaurant 5, but since the food was raw twice, I...

My one and only experience at this particular restaurant doesn’t even deserve one star... My girlfriend and I went to this restaurant this past Tuesday and arrived at 4:45pm. A total of six vehicles in the entire parking lot. We were told it would be a 15 minute wait and asked to wait in it vehicle. Granted we’re all dealing with Covid but Williamson County Mark restrictions have been lifted as on March 1st. Okay... no big deal.

24 minutes later at 5:09pm w finally are seated on a completely empty side of the restaurant. I asked why it till so long to be seated and the host advised that the waitress for this side has just arrived. Okay.

On the way to our seat I observed a “We have our menus in español. Ask for one.” Well my girlfriend is South American and primarily speaks Spanish. So I asked the host for one. She never returned. When the slow moving waitress finally arrived at our table she took our drink order and I inquired about the menu in Spanish. She was confused left a moment then returned to say, “ Sorry. Our location doesn’t have that menu. In fact our Regional Manager was just in and noted the same discrepancy. Okay.

Well about 6 minutes later, our drinks arrived from a runner. Still no sign of return of the waitress to take our order. A few minutes later, the wandering waitress returned to the area but responded to another table to take their drink order but they had been waiting a while too so they were ready to order. She took their order and returned to the kitchen without walking to our table to take our order as well. Okay.

Finally after another 5 minutes or so the waitress slowly made her way back to our table. However, my patience had boiled over at this point and advised her that we would not be staying due to the absolutely worst (useless) experience at a restaurant and never even go to order food.

I asked to speak the manager who was a mid to late 20’s young man with a man-bun who could only acknowledge my complaints by nodding and had no idea what to do or say.

DO NOT WASTE YOUR TIME AT THIS particular RED...