Red Robin Gourmet Burgers and Brews — Restaurant in West Chester Township

My family went to Red Robin to enjoy some family time. The boys enjoy burgers & fries... so Red Robin seemed like the perfect spot.

Upon entrance, we were greeted well and shown to our seat... unfortunately, the table we were taken to was dirty, so we had to be shown to another seat. When we sat down, I went to the restroom and immediately encountered a foul sewer smell. I smelled it before, but I wasn't sure what it was. That smell was a HUGEnturn off for me... but we were there, so we stayed.

Our waitress was pleasant and made sure to check in on us often. I ordered the mushroom burger with extra mushrooms, cooked medium. Our food took about 15mins to come out and unfortunately my burger was overcooked. The waitress immediately apologized and at first was going to take the burger back. I asked if I could keep the burger to nibble on while I waited on my new burger b/c I had to leave for work soon... I felt she should have thought about the fact that my family would be eating while I'm just sitting there waiting on my food.

By the time my food was ready it was time for me to go to work. The manager came out, apologized for the error, and took the meal off the bill. He also gave us two comp meals for the inconvenience. THAT'S CUSTOMER SERVICE!👏🏾👏🏾👏🏾

Unfortunately, I managed to lose my car key, so I spent the next 20mins looking all over the restaurant for it. The staff help as well. I ended up taking my husband's extra key and going into work. Come to find out the manager had it the whole time.

All in all... the experience was pleasant on their end. I appreciated the hospitality and help during my crisis, and I will be back to try their food again... but yall need to definitely do something about the smell of...

I dined in this evening (12/22) and it was agonizingly slow with many mistakes. We waited 15 minutes just to see our waiter and put in our order, 10 minutes to get our appetizer, and 20 more minutes to get our entrees. Our waiter asked if we were still waiting for food when all that was on our table was an empty appetizer basket. Like duh! Our wraps had been sitting ready for so long that my husband's tortilla was stale. My wrap was wrong and they did remake it quickly at least. We were nearly done with our food by the time our waiter came back to check on us. We had to ask for side refills and he told me that the steamed broccoli was not bottomless but that he would refill it this time. See my screenshot from your website, that it is in fact bottomless 🙄 the refill he brought my husband was regular fries, not garlic as he had originally ordered. And yes, they were understaffed and I can understand the stress that puts on staff, but we were there as the night was winding down. We were there for nearly two hours because of how long everything took. And even as things were calming down and tables weren't being replaced with more people, they didn't bus a single table leaving a field of tables with no people and dirty dishes and trash all over the floor. And it is surprising with how long we were there that a manager never came by to check on us. When a Red Robin is doing well, we sometimes see a manager twice when there for just 45 minutes. After the 49ers vs Dolphins game ended, the TV channel was on the news which is normally fine. However, this news was a segment on Palestinian-Israeli conflict and nothing is more appetizing than seeing bombing victims and blood and gore and guns while eating...

If I could give 0 stars I would. First, let me start by saying I have always loved Red Robin and have never had an issue in the past with other locations. However, this one changed all that. I had called a couple days before my group of 15 planned to visit for a 21st birthday celebration. I was told that while they do not take reservations, they do take call ahead seating and would go ahead and put me down for 15, and a table would be ready upon our arrival at 6pm. Well, I called when we were on our way and was told they had no record of my previous phone call and the wait was 1.5-2 hours!!! Needless to say, I was livid. Then it gets worse. An hour into our wait, I get a phone call from them asking if I was still coming! Wait, what? I had been in the parking lot for over an hour!! I explained what I was previously told and they said they would get a table ready in 20 minutes. Ok, fine. 30-45 minutes later, still NO table. I demanded to speak to a manager and explained the whole thing, again. He of course apologized and said they were short staffed(which I understand) but I kept getting the run around over and over. Finally after a 2 HOUR wait, we are seated. I felt sorry for our waitress(Carla) and she was doing the best she could. The food came out pretty quick, however, half of it was wrong(not her fault) and my son in law didn’t get his until everyone else was finished eating!! I have never experienced such POOR service and lack of caring from a restaurant. No discount offered for our trouble, nothing. They did take my son in laws food off the bill because it came out so late. Big deal. I will NEVER visit a Red Robin ever again after my experience...