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Unhappy with our visit, $38.25 later...

Posted Mon August 1, 2011 8:00 pm, by Alicia Z. written to Red Robin International

Write a Letter to this Company

On 8/1/11 my fiance, our daughter and myself went to Red Robin located at 1230 Settlers Ridge Center in Pittsburgh(Robinson Township). We were waited on by Sean, who had a "W" as his name on his nametag, he was also bartending. Our daughter had the kids Quesadas I ordered the Pub Burger and my fiance got the Mt Vesuvius Burger. When Sean took our order he asked us if we wanted a little pink or no pink, we both stated no pink. I also asked for no tomato on my burger. When our order came out to the table everything looked good. Approximately mid way through the burgers is when we realized they were pink inside! Mine felt a bit raw in that section so I just stopped eating it and finished all my fries, which I can say I never have finished all of my fries. My Pub burger also didn't have any onions on it at all, which is part of the reason why I got it, and I don't think they put any mayonaise on it either as the burger was rather dry. Typically when we're there we see management presence however tonight there was none. Sean also did not come over to ask us how everything was, instead he was at the end of the bar associating with his co-workers.

I would like it if Red Robin would ensure that the burgers are cooked all the way through, I'd like staff that comes to ask me about my meal(had he asked I would have made the complaint there but after being there for so long my 6 year old wanted to go), and I'd like to have the burgers made as described in the menu.


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by Sarah G. Posted Sat September 17, 2011 @ 8:37 PM

Please handle issues like that at the time of the incident. It does
not help you or the store to postpone and send a letter. Too late
IMO. Ask for help then instead of avoiding the issue and you would
help the company more.

by cissy Posted Thu August 11, 2011 @ 12:02 PM

First off, this matter should have been dealt with then and there.
Second, I wouldn't care who Sean was talking to and respectively
interupted to report the error. P.S. A bit of pink meat won't kill
you. Less carconegens (sorry) to worry about.


by MA Cunningham Posted Mon August 8, 2011 @ 3:15 PM

for food to be cooked to specification, I'm a little confused as you
state the burger was "dry," yet it was apparently undercooked.

All the meats and burgers I have ever cooked have been dry when they
are "well" done.

Was this a very thick burger where the very deepest center might have
stayed a bit pink, even though the burger appeared "crispy" on the

Sometimes very thick burgers are hard to really cook them well-done.


what I mean by dry is by Licia Tue August 9, 2011 @ 5:10 PM

Gotcha! by MA Cunningham Wed August 17, 2011 @ 1:06 PM

by T. B. Posted Thu August 4, 2011 @ 10:57 PM

Sorry but I am one of those "speak up now" people when it comes to my
food and trust me I understand the whole uncooperative/tired/grumpy
child thing too. I am helping parent my grandchildren and they can be
less then ideal when they are in that situation. However, I will not
allow myself to get less then I pay for. If you felt that you were
getting less then steller service then you should have said something
then and there. I agree that you have the right to do it here, but I
am thinking that your comments would have carried more weight at that
moment rather then now.

I hope that all works out for you.


by olie Posted Tue August 2, 2011 @ 10:06 PM

It was a birthday celebration for one of our principals. And the
restaurant's co-owner is a teacher.

The only two things I asked: That my drinks be replenished regularly,
and that my food be cooked through.

I ordered a grilled chicken sandwich. I cut it in half and proceeded
to eat the first half. Then, for some reason, I actually LOOKED AT
the sandwich.

The interior of the "grilled chicken" was, even in the dark of the
bar, definitely uncooked. I did not bother to wait for the server to
come back.

I went straight to the bar and showed my raw chicken sandwich. It was
replaced almost immediately with a properly cooked sandwich, and the
whole thing was comped.

If I'd mentioned this after I'd paid and left, it could have been a he
said/she said issue. It would have been unlikely that I'd have gotten
any type of satisfaction.


by Nate. Posted Tue August 2, 2011 @ 9:33 AM

I agree with you, the service you received was poor. It sounds like
both the kitchen staff and wait staff both dropped the ball. It is
always annoying when servers make socializing with their coworkers a
higher priority than making themselves available to the guests they
are currently serving.

I agree with the other replies below, the best time to resolve these
issues is on the spot, usually by getting their attention. You
shouldn't have to, however when places are poorly run, sometimes it is
necessary to flag people down.

This is very valuable feedback, and hopefully the restaurant manager
can take action to prevent future occurrence.


Nicely said by Lisa H. Tue August 2, 2011 @ 1:31 PM

I don't know if the kitchen dropped the ball,,, by jeishere Tue August 2, 2011 @ 5:00 PM

That is true by Nate. Tue August 2, 2011 @ 10:43 PM

Well said, Nate. by olie Tue August 2, 2011 @ 8:25 PM

by texasgurl Posted Mon August 1, 2011 @ 11:30 PM

Personaly I don't see why you have to wait for the waiter to ask if
everything is okay to speak up. As soon as I realize something is
wrong with my meal I flag down the waiter and say so. If they are with
in sight but not paying attention like you mentioned I have been known
to go up to them and say something nicely. I also tip according to
service and that guy wouldn't have gotten more then a penny based on
your discription.


I dont, either by Batman Wed August 17, 2011 @ 4:40 PM

Re: Unhappy with our visit, $38.25 later... by olie Mon August 1, 2011 @ 10:04 PM

Ok I'll bite by Skyler Mon August 1, 2011 @ 10:10 PM

You're right. by olie Mon August 1, 2011 @ 10:21 PM
by Skyler Posted Mon August 1, 2011 @ 11:07 PM

Why should the woman have spoken up at the restaurant before she left?


by McJohn Posted Tue August 2, 2011 @ 8:12 AM

how does management know this even happened now? If she speaks up at
the restaurant then management (who might have been in the back at the
time) has a chance to fix the problem and offer a solution at the
time. Now that the customer is home, he has no proof this even
happened. For all he knows the customers ate everything, went home
and are now fishing for a free meal.

Its only fair to bring this up while at the restaurant so something
can be done and the manager can see the uneaten meal.


exactly, after the food's been digested it's hard to fix the issue by PepperElf Tue August 2, 2011 @ 9:27 AM

I've read the letter several times now by Skyler Tue August 2, 2011 @ 11:27 AM

I think the title by Nate. Tue August 2, 2011 @ 12:33 PM

Sure by Skyler Tue August 2, 2011 @ 12:54 PM

I see both sides of the argument here by Nate. Tue August 2, 2011 @ 10:46 PM

LOL by Skyler Tue August 2, 2011 @ 11:16 PM

OK by Nate. Wed August 3, 2011 @ 7:49 AM
by Lisa H. Posted Tue August 2, 2011 @ 9:24 AM

Speaking up at the time give you a better chance to get a good
resolution. You are there, along with the meal so the manager can see
what is wrong.

And it seems fairer to the resturant as well. Every place makes
mistakes, this gives them a chance to adress it then and there.


by Harleycat Posted Tue August 2, 2011 @ 11:00 AM

it gives management a chance to resolve the issue for the customer
right then and their, most likely with an adjustment on the bill.

The manager also has an opportunity to see where the breakdown
occurred and do something about it.


by RedheadwGlasses Posted Tue August 2, 2011 @ 1:18 PM

Perhaps the manager would have immediately brought out two new, fresh,
correctly prepared burgers. He/she also might have done other things
to appease the customer and make her feel like she'd been heard and
that her complaint was justified, like give her a free dessert, or
taken one of the burgers off the bill even after giving her a new

Then she might have written a letter praising the burger place for
rectifying a mistake in a way that made her happy with where she chose
to eat. (We've seen those letters here along with the complaint

Of course, the manager might NOT have responded that way. But we'll
never know, since she never gave him that opportunity.


Is that a bad thing? by Skyler Tue August 2, 2011 @ 1:29 PM

Duh by RedheadwGlasses Tue August 2, 2011 @ 1:41 PM

I apologize by Skyler Tue August 2, 2011 @ 2:16 PM

"I'm not like the rest of you. I don't routinely make assumptions." by Steve OH (IO) Tue August 2, 2011 @ 2:41 PM

So far by Skyler Tue August 2, 2011 @ 2:45 PM

Everyone by McJohn Tue August 2, 2011 @ 3:15 PM

Everyone by Skyler Tue August 2, 2011 @ 3:39 PM

Of course there are multiple options for addressing a mistake. by Steve OH (IO) Tue August 2, 2011 @ 3:51 PM

You have your way of doing things by Skyler Tue August 2, 2011 @ 4:22 PM

I think it is by Lisa H. Tue August 2, 2011 @ 5:46 PM

I don't understand your point at all by Skyler Tue August 2, 2011 @ 11:21 PM

From what I read by Lisa H. Wed August 3, 2011 @ 12:52 PM

How big a sample should she subject herself to? by Skyler Wed August 3, 2011 @ 10:31 PM

I'm not by Lisa H. Thu August 4, 2011 @ 9:21 AM

exactly... by PepperElf Thu August 4, 2011 @ 10:10 AM

Honestly.. by Harleycat Wed August 3, 2011 @ 8:17 PM

Skyler, by olie Tue August 2, 2011 @ 8:24 PM

Red Robin is very good with taking care of issues by Nate. Tue August 2, 2011 @ 10:47 PM

I'm no more persistent than you are by Skyler Tue August 2, 2011 @ 11:15 PM

Why by McJohn Wed August 3, 2011 @ 8:10 AM

What is with your deal with "proving" something? by Skyler Wed August 3, 2011 @ 10:18 PM

Because if you can see the issue you know how to fix it - and they can even try to fix it on the spot by PepperElf Thu August 4, 2011 @ 10:18 AM

Give up Pep by McJohn Thu August 4, 2011 @ 10:56 AM

The thing is by Licia Thu August 4, 2011 @ 6:56 PM

I never said by McJohn Thu August 11, 2011 @ 10:34 AM

They should think... by Licia Thu August 4, 2011 @ 4:18 PM

We've seen skyler's type before by RedheadwGlasses Thu August 4, 2011 @ 12:23 PM

wow by Skyler Thu August 4, 2011 @ 8:37 PM

by RedheadwGlasses Posted Mon August 1, 2011 @ 8:43 PM

The pub burger doesn't seem to come with onions or mayo:

"Ale-braised onions and mushrooms, creamy peppercorn-ranch, melted
Cheddar and Swiss cheese, and fresh tomatoes. Served on a toasty onion


Are you SURE about that? by Skyler Mon August 1, 2011 @ 8:58 PM

Ack! I by RedheadwGlasses Mon August 1, 2011 @ 9:25 PM

What is the going market rate on used condoms? by Steve OH (IO) Tue August 2, 2011 @ 1:15 PM

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