Red Robin Gourmet Burgers

If the issue of the birthday burger was brought up to a manager during the guest visit we would have loved to address the situation unfortunately it was not nor did the guest try and attempt to call the restaurant after leaving for us to help resolve the issueIT problems occure from time to time with our computers and in those situations we would also refer guest with Royalty issues to the Royalty support line

Thank you for passing on Mr [redacted] information on his recent visit to our restaurantIt is our goal to provide exceptional service, a great value, the best food quality and a positive guest experience to all guestsI have reached out too Mr [redacted] apologized for not meeting our expectation and goal in this case during your visit.I cases were the power go's out and we have little to no controlThe safety of our guest and team members are always first priority.Thank YouSincerely [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will be sent a gift card per the manager Regards, [redacted]

Please call Brad tomorrow (4/7/2016) to discuss the complaint The best time to reach him is between 10:AM - 11:AM.Thank you###-###-####

I am helping *** out by sending the notifications
The credit card credit request dated 7/2/for $has been completedPlease destroy your copy as per *** compliancePlease note that it may take a minimum of business days to reflect on the guest's account
Have a
great day
***
*** ***Manager - Gift Card & Loyalty Operations and Accounting

We have tried to reach the customer but we have not been able to do so.The customer can call me directly @ ###-###-#### to discuss the complaint.Brad /Mgr

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this
does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The manager of this store only called me once, I have called the store twice and asked for Brad and they have told me he doesn't work all the timeHe gave me a store number and when I leave a message NO ONE CALLS back
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/12/23) */
We are very sorry about the service and experience you had with us here at The orchard Town center Red RobinAs you know we strive to give each and every guest the best experience possibleAnd we did not provide that on your most recent visit
We have taken several measure to ensure that the bar tables are stable and do not rockWe have also been provided a direct line to control our temperature issue in the bar areaI'd like to personally invite you back in to dine with us here at Red Robin and I will see to it you get the Exceptional service that we strive to give each and every guest
***
Assistant General Manager
*** - Red Robin
***
Initial Consumer Rebuttal /* (2000, 9, 2015/12/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** *** Asst Gen Mgr at the Orchard Town Center Red Robin did call and discussed the complaint I filed with Revdex.comHe immediately informed me that my refund of $would be taken care ofAnd, in checking my account, the amount of refund that I requested had been posted to my Bellco accountHe indicated to me he could not understand why my issues had not been addressed rather than lay blame to other partiesI thanked ***

If the issue of the birthday burger was brought up to a manager during the guest visit we would have loved to address the situation unfortunately it was not nor did the guest try and attempt to call the restaurant...

after leaving for us to help resolve the issue. IT problems occure from time to time with our computers and in those situations we would also refer guest with Royalty issues to the Royalty support line.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will be sent 
a gift card per the manager. 
Regards,
[redacted]

Thank you for passing on Mr. [redacted] information on his recent visit to our restaurant. It is our goal to provide exceptional service, a great value, the best food quality and a positive guest experience to all guests. I have reached out too Mr. [redacted] apologized for not meeting our expectation and...

goal in this case during your visit.I cases were the power go's out and we have little to no control. The safety of our guest and team members are always first priority.Thank YouSincerely[redacted]

Please call Brad tomorrow (4/7/2016) to discuss the complaint.  The best time to reach him is between 10:00 AM - 11:00 AM.Thank you###-###-####

Review: Red Robin has added kiosks to their tables to allow customers to pay their bill with a credit card. That, in and of itself, is great! However, they also added the ability for the customers to play computer games on the kiosk. The kiosks are designed to immediately start playing the games at the mere touch of a button. And, instantly, a 1.99 charge is added to the customers bill. The problem is, any child can grab the kiosk and start playing games without the parents even realizing the game is an added charge. The fact that the game has a "notification" that the game has a fee is ludicrous as it is merely an "OK" button. Anyone, including a 2 year old, who can't read, can still quickly tap the OK button and start playing unbeknownst to the paying adults.I contacted Red Robin and they claim there is "notification" so what they are doing is perfect OK. But anyone who has any experience whatsoever with a child (and even those who don't!), know that if you put a new screen with a game in front of a child at a restaurant, that child will be playing the games before the parents are even actually sitting down. It will and is DOES happen THAT fast.Red Robin claims they providing notification that the games are an additional charge. But they are definitely being sneaky and are bilking an extra $1.99 out of a LOT of unsuspecting customers. It is fraudulent and immoral. And I am sure it is adding quite a hefty extra lump of income to their bottomline. They can easily rectify this by requiring that the adult swipe a credit card, or notify the server, that they would like the games to be activated. But they don't.I feel that anyone who has visited a Red Robin since these kiosks have been installed deserves at least a 1.99 refund from the restaurant. And the restaurant should remove the kiosks, or improve their handling, immediately. It is a scam and it needs to stop. NOW.Desired Settlement: They need to change the kiosk operation to require credit cards or at least to require the games be "ordered" along with the food and drinks. They also should refund 1.99 to all past Red Robin customers - although I know that crazy - but they truly are stealing from customers.

Review: As a member of the Red Robin Royalty program, it was advertised to me, in my online account, that I would receive a "Free Birthday Burger" during the month of August 2015 (expires 8/31/2015). My Red Robin Royalty account is [redacted], which is in good standing.On 8/22/2015, I visited Red Robin in Folsom CA and ordered a BBQ Burger that is a selection for the Free Birthday Burger. However, when I went to pay the bill, I did not receive the Free Birthday Burger that was advertised in my account. I provided my phone number and royalty account to the payment system and to the staff, but due to "IT" problems and/or employee incompetence, or lack of tools provided to the employees to verify the credit, I was not given the free burger. This is appears to be false advertising to lure consumers into believing they will receive a free burger. Here is a copy of the bill that was payed to Visa ending in 5685: Red Robin Gourmet Burgers[redacted]) 983-[redacted]Check No: [redacted]Table No: [redacted] PMServer: [redacted]DescriptionQtyPriceWATER/NO BEV1.000.00BBQ BG1.0010.69KD ROOTBEER FLT RE1.000.00KD BEVERAGE1.000.00KD FRECKLED LEMONA1.001.19M.V PIZZA PEPPERON1.005.19KD ROOTBEER FLT1.001.99LITTLE REDS BURGER1.004.99-------------Sub Total[redacted]5Tax1.92-------------Tota[redacted]Desired Settlement: I request reimbursement for the BBQ Burger in the amount of $10.69 + taxes for my order. Please send the reimbursement to: [redacted]

Business

Response:

If the issue of the birthday burger was brought up to a manager during the guest visit we would have loved to address the situation unfortunately it was not nor did the guest try and attempt to call the restaurant after leaving for us to help resolve the issue. IT problems occure from time to time with our computers and in those situations we would also refer guest with Royalty issues to the Royalty support line.

Consumer

Response:

I am rejecting this response because: I did talk to the manager of the store at the time of the incident 3 separate times. He was not helpful in resolving the issue.

We dined in at Red Robin Cordova on 4-6-15 and there were 2 seperate checks at the table which were in two different black tab folders(not sure of the correct name). I gave her a debit card and the other person gave her cash. Somehow the waitress got our payments mixed (not sure how since they were seperate). I told the waitress and she told her manager. The manager told me that she made the adjustment. I check my bank account and I was charged more money than my original bill. I called the manager and she remembered me so she looked up the transactions and told me that there was another mix up and that my debit card was used on someone else's ticket. Really! How does this happen? I asked her was there some type of scam being ran because I do not know how a waitress continue to mix up my debit card with someone else's ticket. This is a serious matter and people need to pay attention when they use there debit cards in any restuarant especially Red Robin. I will never go again! Using my card without my permission is called fraud and you can go to jail for that and I will file charges if necessary.Desired SettlementI would like my account credit in a timely manner. You took in a day refund it in a day! I would like for you to train your waitresses to pay better attention especially when they are dealing with other people's money. Business Response We apologize about the incident that occurred and would like to speak with Ms. [redacted] about her recent visit with us. Can you please have her contact me I will be in on at 11:00am this Friday and throughout the weekend as well as the following Monday. [redacted]XXX-XXX-XXXX

Review: I took my family from Idaho to this restaurant and power went out for about 2 hours, my wife was freaking out and left because she was scared because lights were out. I was trying to pay my bill but was stuck inside with my father for 2 hours to pay my bill. I don't understand why I wasn't offered a discount or anything because of my experience. I get very little time with my family due to them living in Idaho and i'm active duty military.Desired Settlement: I want the $60 refunded or I want a gift certificate for a free meal for my family.

Business

Response:

Thank you for passing on Mr. [redacted] information on his recent visit to our restaurant. It is our goal to provide exceptional service, a great value, the best food quality and a positive guest experience to all guests. I have reached out too Mr. [redacted] apologized for not meeting our expectation and goal in this case during your visit.I cases were the power go's out and we have little to no control. The safety of our guest and team members are always first priority.Thank YouSincerely[redacted]