Red Robin Gourmet Burgers and Brews — Restaurant in Virginia

Their burgers and fries are always tasty but today's experience with overall service was atrocious. It was mostly not our server's fault, but whenever was supposed to be monitoring the drink and fries refill orders was seriously slacking.

We arrived in the lobby at 615pm and were seated by 7pm. We were there for about 2.5 hours and most of that time was spent waiting for someone to attend to our requests, none of which were unreasonable, nor difficult.

Once we were seated someone came to take our orders after about 15 mins. They were very busy so this was understandable, as it became clear that MGMT didn't staff the restaurant with an adequate amount of servers to keep the work load reasonable. Even the manager was serving tables himself. The majority of the tables in our section were never bussed, even though many customers were waiting on tables out front.

We ordered everything at one time to reduce further waiting. Our appetizer and entrees arrived at the same time, but still no drinks appeared at all until the person from the bar who served the entrees to our table (not our server) asked our drink orders again, then directly delivered them; This was close to an hour after we were seated. Yes it took them an hour to bring us two glasses of sweet iced tea. No one came to check on us for about another 20 mins after we received our food. During that time, no servers entered at all into our section, which was mostly full with customers or had tables begging to be bussed. The love burger was ordered well done; it arrived with cold raw meat on the inside. When the server finally came around and we explained the problem, he took it back, but by then my fries were cold. We asked for more fries at that time.. then again 3 more times .

I had the regular red tavern double, nothing special. It was just warm, definitely not hot, and our fries were slightly warmer than room temp, definitely not hot.

During the entire time we were there, even asking four different times, we received absolutely no drink refills at all.

The same for our so called bottomless fries: only one order that came with our burgers was delivered to the table. Since the server was mostly absent he never followed up to ensure we attained delivery of our missing orders.

It was not until paying the bill and asking for takeaway boxes that the server himself actually delivered a to go set of iced tea and fries.

Curiously, the big table of 9 that the manager was serving got everything they ordered, their glasses were kept refilled, and their fries replenished several times. But not our table, nor other nearby tables. The two tables seated behind my husband were in the same predicament as us.

The kiosk device on the table would not let us order drink or fries refills, said it couldn't find any orders, but the bill itself was visible and accessible.

The bill reflected everything we ordered, included at no extra charge because of the tavern burger special they were running... Even though we didn't actually receive any of the refills noted on the bill. The server also had to go back and adjust the bill to deduct for the special BOGO deal.

The only thing that arrived in a timely fashion was our takeaway boxes and iced tea.

MGMT clearly knew that today's event was coming and was woefully under prepared for the evening. I've been here at this restaurant several times in the past, usually we are in seated in the bar tables area and the bartending stay attends to our orders. Today we were in the very back, where apparently it's easier to ignore the customers and forget about having to serve them.

Such a...

Sometimes I wonder how places stay in business or if they actually have a training program for employees. Let's start with the host who is supposed to be the meet you at the door and greet you. This guy was more of “I don't want to be here, hope my shift is over soon”! No customer service, no personality, and no sense of urgency. Finally sat after 30 minutes and greeted 10 minutes later. Server seems nice, took drink order, and dropped drinks off only to make us wait another 10 minutes before taking our food order. I timed how long the food was going to take because I had a feeling it wasn’t going to be speedy; and I was right, it took 28 minutes for everything to arrive at the table and in the 28 minutes the server only came back one time to let us know she hope our food would be up soon. On a positive note, everyone in my party enjoyed their food and everything almost came out right, that’s why I gave them 2 stars. The only thing they messed up was my order, I paid for the 2nd patties on my turkey burger and they forgot the 2nd, a little upsetting because this has happened 3 times at this location and I don’t know where the miss communication is, does the server not put it in the system? Does the cook not see it? No one can explain it to me, but they offer it as an option right on the menu! The manager came out to apologize and I told her about the untrained host, no silverware to eat our food, the wait and of course the missing turkey patty, not sure if she cared or not, but I hope she takes the time to figure out what the real issues are in this place or they will keep going on a downhill spiral. What should have been a simple dining experience ended up being a 2 hour ordeal that ended up just...

Arrived at the Jefferson Davis Rd location Fredericksburg, VA around 8:40/8:45 pm. My mother and I knew we were arriving around closing, however we were planning on being quick as we had been on the road all day. We were seated by the host who promptly apologized across the room to the bartender for seating us, whom responded “it’s not your fault”, as if it was ours. The bartender was approximately 5’7” with strawberry blonde curly hair. This is the only way we had to identify her as she never gave us her name. She came to the table after slamming around things in the bar for 7 minutes while we were seated, ready to order. When she arrived at the table, she just stood there for a few seconds, shrugged, and goes “can I get you coke products?”. No name, no greeting, not even a smile in the lightest. She followed with “are you ready?”, took our order, and goes “it’s in” and walked away. During this time we heard her yell “we close in 5 minutes”, “no door dash we are CLOSED” (when they still had time left), and “Red Robin..... yuck” mimicking their familiar slogan. Another server brought out our food, and we were checked in on from across the room as our server was sweeping approximately 3/4 of the way through our meal. We paid at the table, were not thanked, and left without any acknowledgement. Now, my mother and I were both servers before so we understand how it stinks when a table comes in last minute, but we were going to be quick and good tippers (especially due to the current events). It doesn’t take much to smile or just greet your customers without being rude. Will not be returning, nor recommending this...