Red Robin Gourmet Burgers and Brews — Restaurant in Virginia Beach

Poor Management! Poor Customers Service! On 26 Apr 2019 around 4:30pm, I stopped by the Red Robin on Upton Dr and Nimmo Parkway to purchase $350 in Red Robin gift cards to use on the following day for my party of 17 people. I was interested in the gift card option, so I could earn $70 in bonus bucks to use later in the summer. That afternoon I spoke with the Manager, John Wike, about first reserving a table for 17 people at 1200 the following day (Sat) and then purchasing $350 in gift cards for Saturday's event. He said he could not reserve the table, but if we come in 30 min early, they should be able to put the tables together. I said ok and that's what we ended up doing. I spoke with him on my intent to purchase the gift cards for the bonus bucks benefit. He would not; however, allow me to purchase $350 in gift cards with my credit card because of fraud protection apparently. $200 was the maximum he would allow. He mentioned that I could; however, purchase $350 on the website. I said fine, and that I would try the online option. At no time did he mention that there was a 24 hr activation period involved in the gift cards which I would not be able to use for the following day at 1200. I went home and attempted to purchase $350 in gift cards on-line. I spent 45min and attempted to use 2 different credit cards and a paypal account to make the purchase, but the website would not complete the transaction. I have outstanding credit and no credit card or Paypal account issues. Extremely frustrated, I resigned myself to bring $350 in cash to purchase the gift cards upon my arrival on Sat. My party of 17 arrived on Sat at 1130 and the table was put together and ready at 1200. As we were being seated, I pulled the waiter aside and told him exactly my intent. I was going to purchase $350 in gift cards and then use that to pay for the lunch. He said "fine." The lunch went well, and everyone had a great time. When I was ready to pay the bill, I gave the waiter $350 cash to purchase the gift cards and process the tab. He came back and said that I, apparently could not do that. I asked to speak with the manager, Sherin Gillis. This is where I learned for the first time that there was a 24hr activation period for gift card activation. I explained to her all of the frustration from the following day, the online purchase attempt, and the waiter's initial ok on the whole process. She was unmoved. I asked if she could "make things right here," and she said "there was nothing she could do." I was extremely upset with her approach. Even the Red Robin Guest Relations individual I called on that following Monday (29 Apr 2019), Lyman Lee, said she should have at least offered something because of the trouble. The waiter apologized profusely and stated that he didn't even know about the 24 hr activation period. I told him that he did a great job regardless and that I wasn't going to punish him. I ended up giving him a 20% tip. Lyman Lee, Guest Relations, said that a regional manager would contact me and discuss how to resolve the issue to my satisfaction. As of 2 May 2019, I had not received a call. I wrote to Guest Relations explaining that I had not received a reply from the regional manager as promised. The sour taste after our last experience will prevent me from visiting Red Robin in the future. In my opinion, to resolve this issue satisfactorily, I feel that $70 in bonus bucks to be used later in the summer is more than fair - the original advertised sale. I am not asking for freebies here. I am simply asking for what I would have earned, had I been able to purchase the gift cards in the first place. If I had been informed from manager John Wike, on the Friday afternoon that there was a 24 hr activation fee and that I would not be able to use the gift cards for the following day at 12:00 (our arrival time), I would have simply moved our visit from Saturday to Sunday - easy! But I was misinformed several times! Please do the...

To start we were greeted by uniformed officers and had no idea why (it was "Tip a cop day" we later found out from our server). We were offered a table in the bar area which is always fine with us but the smell of bar funk hit me IMMEDIATELY and STRONGLY. It wasn't quite the "Pine Sol cover" it was more of the "stuff has been wet and growing bacteria for too long" kind of smell. Overall the place LOOKS clean. Our server made it to the table to let us know he'd be right with us and we had non alcoholic drinks (I mention b/c the service bar was in fact swamped with one tender on shift also working too many tables) on our table in an astonishing 15 minutes (meaning it was fifteen minutes kind of a long time). Anyhoo for those of you that aren't aware Red Robin has re-invented the concept of meat temperatures with "Some pink" or "No pink". So you don't order your burger medium or well done...just one or the other and apparently you get what you get, or at least I did. Now the doneness of meat for me depends on what I am eating... for a burger I like it still hot so I always order medium to medium well so I tried to order MW but server corrected me explaining the above concept. Fearing that they would cook it beyond my liking and having no problem with a little or even "some" pink I went with "some pink". I received what seemed like a bad attempt at a Pittsburgh preparation the outside was cooked and by the time it made it to the table had joined the cool inside temperature of the rest of the burger. Clearly the cheese was melted while it was still on the grill or with a heat lamp/salamander you tell me don't know but I know the HEAT from the burger didn't melt the cheese. Nonetheless it was palatable. I didn't realize that part of their "gimmick" is endless fries which I found ironic since the fries served WITH my burger were, to use the least hyperbole, tepid or better yet...above room temperature, which did not inspire me to want more of them free or not. This was my first visit to any Red Robin and for as harsh as this review seems I will go back b/c I really want to experience what the concept tries pretty hard to be...it's corporate quick casual and I have a deep background in the industry so I understand that weekend afternoons can be tough to staff (as evidenced by one bartender oversat and trying to handle SB as well). I will order NO PINK from...

Update I revisited this place on 06/29 Again we waited about 5 minutes to be seated and then after we were seated the waitress arrived to take our drink order and we ordered fried pickles. She arrived back with our drinks but didn't ask to take our dinner order. Now our menus were closed so she knew we were ready, she literally sat the drinks down and ran off. About 7 minutes later she returns to the table in front of us who had been seated after us and proceeded to take their order before ours. I mentioned to my husband that she was taking their order and we have been waiting 10 minutes at this point to order burgers. She finished taking their order and ran off again not even acknowledging that I motioned for her. She finally came back to take our order and had the rudest attitude, I wanted to leave but my husband likes their burgers. The rest of the night I got attitude and no drink refills, it was one of the food runners who offered to refill my drink and fries! I have never been more disappointed at an establishment! My husband decided half way through dinner her demeanor was intolerable so we requested boxes and the check. As much as we love all their food allowing their employee to be like that to paying customers has made it to where we will not return. I did speak to the manager on duty but I don't think she really even cared for the feedback. I'm just really disappointed in the service and it stinks because the burgers and fries are my fave! However I refuse to pay to be disrespected.

This was my first time at this restaurant and I will definitely be back! The reception at the front was not the best and I was actually telling my husband we should just go somewhere else but we stayed and I'm so glad we did! Shannon was our waitress and turned the whole experience around! She was super friendly and quick with refills and patient even though it was 10:30 (only 30 mins til closing) she answered questions and even dropped fresh fries in the fryer for me! I had the Blta which was a yummy turkey with lettuce tomato bacon and advacado on a croissant, it was delish! The hubs had the bacon cheeseburger and again cooked and seasoned to perfection! They have malt vinegar to go with their amazing steak fries and their seasoned salt is the best! I give this place 5 stars and it's definitely my new go to burger joint!! If you haven't tried it...