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 Great Service but a Little Sticky at Red Robin
Posted Sun February 10, 2008 12:00 pm, by April F. written to Red Robin International
Write a Letter to this Company
My husband and I are frequesnt visitors to your Hillsboro, OR Sunset Esplanade location. We went there tonight (2/9/08) with our 7 year old daughter, arriving at a little after 6 p.m. We were greeted nicely at the door, and we opted to wait for a booth rather than take the one available table.
The wait was very short, my daughter wanted to visit the bathroom first, and so my husband went to the table and my daughter and I went to the ladies room. On the ladies room floor were large wads of wet toilet tissue, which my daughter had to wade around as she had to use the only available stall, she couldn't wait. I mentioned to the young ladies at the desk that the restroom needed attention, and they looked at each other like "Why is she telling us that?"
When we got to our table, it had been freshly wiped off - with a smelly rag. I clean houses and offices for a living, and this definitely was the smell of a not-so-fresh rag.
Next, the menus were sticky with food- I don't think that's ever happened to us before, in all the years we have been going to this location. I was in the process of wiping down the 2 menus with a wet nap from my purse when the waitress, Elizabeth, arrived to take our order. I want to compliment Elizabeth- she stopped by our table frequently to check on us, was very sweet to our 7 year old, and brought refills very fast. Our food, was excellent.
We love this location, and your one at Tanasbourne, where my husband and I had our first official "date," but may I suggest that the menus get a good cleaning every so often, that the restroom be checked hourly on weekend nights, and that clean rags with a bit of bleach spray be used on the tables? My last suggestion would be not to have another huge price hike in the next few years. Our favorites at your establishments have gone up dramatically in the last 5 years, and while you are usually my daughter's first choice, I may have to veto going more often if the prices rise too much more. Thanks again for your great food, and for having great wait staff.
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by Bobosgirl Posted Wed February 27, 2008 @ 10:01 PM
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Hi Everyone!
I wanted to tell you what a shocker i got when I opened the mail
today! sarah came skipping back from the mailbox saying "Mommy, you
got mail from red Robin!" I assumed it was another coupon ( they send
you one every time you full out a comment card, to use on your next
visit). I got a nice letter, hand signed by the area General Manager,
and a $25.00 gift card ! I was so shocked! While they got the details
of our visit slightly wrong, I was very impressed, and wanted to share
that this is one of the reasons we frequent Red Robin. Here's the
letter:
Mrs. Felder,
I would like to apologize for your unfortunate experience at Red
Robin. We pride ourselves on providing great food and outstanding
service in a clean and family friendly environment; we obviously
failed to do that. Your husband and daughter ( it was actually it was
me) should never have had to wade through wet toilet paper on the
floor as our bathroom checks should have been completed every fifteen
minutes. Also, our reaction should have been to get on an opportunity
presented to us by one of our guests instead of acting like we had no
idea what we were being told.We also try to keep our towels fresh and
our menus clean but again we failed.
I can assure you that I have addressed all of thes opportunites with
my Hospitality staff as well as the rest of my team. I am enclosing a
$25.00 gift card for you and your family to use on your next visit.
The card can be used at any Red Robin location but we would appreciate
a second chance to serve you great food in a clean restaurant.
If you have any further concerns or comments please call me at
503-XXX-XXXX
Sincerely, Kirk A. Fields
General Manager
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by ~Fiナ-la-ネea~ Posted Mon February 11, 2008 @ 9:28 AM
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This is a great letter,well written. I too, hate when a menu is
sticky. I don't understand how they get that way since people haven't
ordered their food yet unless the food handlers themselves are mucking
them up. Either way it's gross. That dish rag smell is a sure turn
off too.
My son once suggested that in the bathrooms to use the hand sanitizer
on a paper towel to kill the germs in the stall and that they should
have something like that in there.
I hope they write back to you April, I'm curious to how they will
respond to it. Please share it with us :)
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by Gino Posted Mon February 11, 2008 @ 2:21 AM
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April, I really like your letter and your responses to the comments. I
never went to this establishment, but the issues you raise are things
that all restaurants should stay on top of. I'm a fan of Diner's and
used to frequent IHOP and had the dirty rag, dirty restroom, and
having my concerns met with the "Huh, what is he telling me
for?" attitude was not pleasant.
I would like to see what, if any, response they give.
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Wait a minute -- venice had a response here and now it's gone?
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SHARED LETTERS 
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