Red Robin

Red Robin is sadly on the decline. Walked in there a couple of days ago during lunch hour only to find the waitress/hostess/bartender having lunch as well....after a while we were sat and taken our orders. Their cups are horribly worn out and so it's their menu. Sadly my burger wasn't smiling, rather looked like a jack in the box meal but much more expensive. We ordered an appetizer of wings only to find out they were frozen wings, how did we find out? The middle of the wings was still frozen. $70 out the door after 2 burgers, frozen wings, 2 sodas and an overworked waitress. Should've known better when the restaurant was almost empty during lunch hour rush.

Today 2/6/2022 i went to get my free birthday burger, well it ended up being charge to my card when it was supposed to be a birthday burger which was free The girl up front with a red shirt it was about 4:00 p.m. but the girl with the red shirt in front asked me if I needed to be seated I told her no I was picking up in order and she asked me my name but then would help other customers before me seating them and didn't even ask anything about my food or anything from the cooks to see if it was done but I told her it was done 10 minutes ago and I didn't want it to be cold, she just looked at me and then told the other couple I will see you now like ignoring me and then I finally see her go to the back and the kitchen comes out with her purse and exits to the side of the restaurant without helping me or anything waited a few minutes still nothing so I asked one of the waitresses who was very very kind so much kinder than the person that was there and she figured everything out got everything situated and was very apologetic saying I'm sorry she did that to you and everything which was very nice but I still can't believe there was a worker who could be so rude and with the worst customer service ever. Wasn't the best visit, And I understand people sometimes have bad days but she could have at least told a waitress about my situation and asked to see if they could help me before she left and left me hanging there in the front like a bump on a log. But I do want to thank the waitress that did end up helping me and was very kind I don't remember her name but she was amazing.

Attempted to get a table here one evening. We waited at the hostess stand before anyone came over for about 3 minutes. A young man came over to put food on the rack for a to go order and wasn't even greeted so we asked if there was anyone to seat us. He hesitantly found us a table in a near empty building. The table we were seated at was clearly not cleaned well; fries all over the floor, wet table and napkins on the seats. We sat waiting for about 5min at the table and no server came by to take an order or greet us. At this point we decided maybe the bar would be a better option so we moved. At the bar a bartender did greet us and even took a drink order! But again we waited, this time for nearly 10 min. After watching everyone else receive service and we couldn't even get a water we left. I understand being understaffed is an issue but at least communicate and bring a water while we wait. Oh well.

Red Robin has always been great but today I'm disappointed in how the servers either aren't aware or aren't transparent when it comes to customers using Visa gift cards. The server told me the balance on my $100 gift card was less than what I understand it to be. I knew the balance was greater because I had only used it twice the day before and recalled the exact amounts I used it for. I questioned this and was repeated told that the balance was less. I also had to pay the difference with my debit card. After checking the transaction history of the gift card, I was able to confirm that they did in fact take the remaining balance from my card and that I was correct about the balance having been greater. What they had failed to mention was that they factored in gratuity at 20% of the bill with my visa gift card. I only found out that they factor in gratuity when I brought the issue up to the manager. Why not have your servers explain this to customers who arent aware when the situation occurs? This would help prevent much confusion. Fortunately, I knew what my remaining balance was on my gift card, so I didn't end up overpaying after all. It was definitely not a pleasant experience today. It was quite a bit of a headache.

I would rate the food and service here about 4 stars. Note for Delivery drivers: this location is also a ghost kitchen/virtual restaurant which will show up in Uber Eats labeled as "Chicken Sammy's" , "Mr.Beast Burger", "Fresh Set", or "The Wing Dept.". There are no signs for those brands, just go inside and talk to the employees like normal. They are usually nice to drivers, and their bathrooms are nice, but it can be a long wait sometimes.