Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 15, 2025, I was wrongfully arrested at the Red Robin location in ********, **. I came in peacefully after a video shoot, intending to eat. While waiting to be seated, the manager physically pushed me multiple times. When I tried to walk away to avoid escalation, another employee called the police and falsely claimed I refused to leave. The responding officer immediately arrested me without questioning anyone, even though I made it clear I did not trespass or break any laws.I was racially profiled, discriminated against, and publicly humiliated. I have never been arrested in my life. This incident has caused emotional distress, embarrassment, and reputational damage. I was treated with hostility, denied service, and had my rights violated for no valid reason.I have documentation, video footage, and a clean record to support my claims. Im seeking an official apology from Red Robin, termination of the staff involved, and corporate acknowledgment of this unacceptable behavior. I am also exploring legal action and civil rights complaints.This is not how any customerespecially a peaceful Black manshould be treated in *******. I want accountability.There is more to the story but this is the just of it. Thank you.

  Business Response

  Date: 05/20/2025

  Dear Mr. *****
  
  My name is ****** and I am the **************** Management Administrator at Red Robin. I have been informed of an incident that took place at our Pearland location on 5/15/25.
  
  We appreciate you bringing this matter to our attention. I would like to inform you that I have escalated this case to senior management and our *************************** A comprehensive investigation will be conducted, and appropriate measures will be taken.
  
  We would like to emphasis that Red Robin strongly believes in creating an environment that is respectful, inclusive, and professional. We will not tolerate any behavior that undermines these values, including but not limited to: bullying, harassment, discrimination, and any other behavior that creates a hostile or uncomfortable environment for both our Team Members and our Guests. This not only contradicts our company values but directly opposes our mission to serve as a safe and supportive foundation for the communities we serve. 
  
  Again, we appreciate your bringing this matter to our attention and allowing us the opportunity to investigate these allegations and take appropriate actions. 
  
  ***** *********
  RED ROBIN INC.
  Risk Department - **************** Management Administrator

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never received a response from a complaint I submitted to them a month ago. I attempted to buy something from their website and as soon as the product launched, their website crashed. They then blocked me from visiting the website again saying I was attempting too many clicks. After their website finally came back online, they claimed that they were sold out. I then tried to call customer service who never answered the phone even after 3+ hours of being on hold. After that, I submitted a request/complaint on their website and I never even got an acknowledgment from them. I would like for them to finally resolve my complaints and attempt to resolve my issues.

  Business Response

  Date: 05/05/2025

  We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed. Were sorry that this happened to our loyal guests. All passes have been sold.
  
  Burger lovers can still enter for a chance to win free burgers for a year through our Red Robin Royalty Sweepstakes. From May 1-31, members will have a chance to win burgers and other prizes by purchasing both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for Red Robin Royalty during May 2025 will also be entered for a chance to win. Find more details here: ***************************************************************.

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Red Robin advertised $20 gift cards entitling purchasers to get burgers the whole month of May 2025. They secured significant advertising exposure related to that offer, which was to start at 11;00 am eastern time, last Wednesday. I proceeded to try and place an order within 2 seconds of the start time of the promotion, and appx. 75 times over the next 35 minutes. On each occasion I received an error message indicating the company internet server was down. After registering a complaint during that time, I received a response from the company indicating that all the offered coupons had been sold out and that their site was down the entire period of the promotion, and suggesting I eat at their restaurant so I could enter a raffle for a later give away. I asked how many discount coupons were allegedly sold, and how that was accomplished if their site was down the entire period, and received no response. It appears obvious to me that the entire promotion was a scam to get advertising exposure. I dont consider my time to be worthless and note the company could easily offer me the monthly discount per the referenced promotion, or alternatively offer reasonable compensation for my time expenditure (Note my significant other, who lives at a different location, experienced the same issue for the entire period in question.

  Business Response

  Date: 05/14/2025

  We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed. Were sorry that this happened to our loyal guests. All passes have been sold.
  
  Burger lovers can still enter for a chance to win free burgers for a year through our Red Robin Royalty Sweepstakes. From May 1-31, members will have a chance to win burgers and other prizes by purchasing both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for Red Robin Royalty during May 2025 will also be entered for a chance to win. Find more details here: ***************************************************************.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23234655
  
  I am rejecting this response because:

  This is the same canned response I received the day of the promotion and before filing my BBB complaint.  This comes across as bait and switch scam so the company could get free advertisement.  An offer to pay for a meal at their restaurant so I could then enter a sweepstakes is hardly a resolution.  I asked the company, if the site was down continuously from the moment the offer opened, how did anyone get through, and further asked how many $20 offers were allegedly provided by the company to customers.  No response to those inquiries was ever received, or other compensation offered by the company for wasting some 3 hours of my time.  Shame this company has to resort to such BS to obtain free advertrising.

  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 06/03/2025

  We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed. Were sorry that this happened to our loyal guests. All passes have been sold.
  
  Burger lovers can still enter for a chance to win free burgers for a year through our Red Robin Royalty Sweepstakes. From May 1-31, members will have a chance to win burgers and other prizes by purchasing both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for Red Robin Royalty during May 2025 will also be entered for a chance to win. Find more details here: ***************************************************************.
  

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 17th, 2025 I am submitting this formal complaint regarding Red Robin Gourmet Burgers and Brews and their recent promotion titled the Bottomless Burger Pass, which was advertised as a limited-time offer for $20, granting access to daily burgers and bottomless sides throughout May.Despite the promotional launch being widely publicized, the Red Robin website was entirely nonfunctional for the duration of the events rollout. I personally attempted to access the promotion dozens of times within the advertised window. On the rare occasions I was able to progress past the initial loading screen, the website crashed or timed out at the payment stage. This was not an isolated issuethousands of users reported identical problems on social media and public forums. When the site finally refreshed, all passes were inexplicably marked as sold out, leaving many customersincluding myselffrustrated and without access.Whats especially troubling is that Red Robin appeared grossly unprepared for the level of interest this promotion would generate. The companys systems could not support the traffic, and there was no warning, clarification, or meaningful apology issued at the time. It now appears this promotion functioned more as a publicity stunt than a genuine offer.I reached out to Red Robins customer service to express my concerns, but I have yet to receive any follow-up or meaningful resolution. No compensation has been offered. No statement of accountability has been made publicly regarding the failure of their digital infrastructure or their poor planning.I am requesting that Red Robin be held accountable for the misleading nature of this promotion and that they either issue a formal apology to affected customers or provide an equivalent promotional credit or opportunity to those who were unable to participate due to their technical failure.

  Business Response

  Date: 04/28/2025

  We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed. Were sorry that this happened to our loyal guests. All passes have been sold.
  
   
  
  Burger lovers can still enter for a chance to win free burgers for a year through our Red Robin Royalty Sweepstakes. From May 1-31, members will have a chance to win burgers and other prizes by purchasing both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for Red Robin Royalty during May 2025 will also be entered for a chance to win. Find more details here: ***************************************************************.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23218593
  
  I am rejecting this response because: Its really sad whenever all you do is copy and paste the same response that I received in my email. Literally word for word. Lowest effort possible. Hey, how about a real human actually address the issues instead of your copy and pasted email that you have already sent out a couple dozen times. 
  I am not dropping this case. You did not make adequate preparations. That is a lie. Until I receive a response from a real human being, I will not drop this case.

   

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/13/2025

  We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed. Were sorry that this happened to our loyal guests. All passes have been sold.
  
  Burger lovers can still enter for a chance to win free burgers for a year through our Red Robin Royalty Sweepstakes. From May 1-31, members will have a chance to win burgers and other prizes by purchasing both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for Red Robin Royalty during May 2025 will also be entered for a chance to win. Find more details here: ***************************************************************.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23218593
  
  I am rejecting this response because: This is now the third time Ive received the exact same generic response from Red Robin. Not one word has changed. Its the same message that was sent to the media and blasted out in mass emails to everyone who complained. That tells me one thing loud and clear, you dont give a **** about resolving anything on an individual level.
  
  
  At this point, youre not even pretending to care. Copy-pasting a press release as a reply to a formal complaint is lazy, disrespectful, and completely unacceptable.
  
  
  I didnt file this complaint to be brushed off with a PR template. I expect an actual response that addresses my situation, not a recycled excuse. Until that happens, Ill continue to escalate this and share how Red Robin handles its customers.
  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Red Robin was advertising a $20 Burger Pass available online for purchase this morning 4/17/2025 at 11am EST. The website was down and consistently telling me there is an error or that my access was blocked because of too many visits to the site. I want my Burger Pass for $20 as advertised

  Business Response

  Date: 05/09/2025

  We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed. Were sorry that this happened to our loyal guests. All passes have been sold.
   
  Burger lovers can still enter for a chance to win free burgers for a year through our Red Robin Royalty Sweepstakes. From May 1-31, members will have a chance to win burgers and other prizes by purchasing both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for Red Robin Royalty during May 2025 will also be entered for a chance to win. Find more details here: ***************************************************************.

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Red Robin promoted a Bottomless Burger pass that would be available for purchase on 4/17/2025 at 11 AM EST (9 AM MST). The issue is that their website crashed immediately just before the promotion launched as well as ******** (the partner site handling the sales) and repeatedly resulted in 500, 502, 503, and 504 site errors as well as eventual blocking (by ******************, that runs Cashstar) when trying to access the page. I along with many other repeat customers spent over an hour trying to access the poorly planned promotion before giving up. The value of the pass is $682, with $22 being added each day from May 1st - **** 31st for daily use. Promotions like these need to be handled with some sort of queue system to prevent blocks, mass refreshes on the site, and bots swooping in to scalp the promotional item before legitimate customers.

  Business Response

  Date: 04/28/2025

  We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed. Were sorry that this happened to our loyal guests. All passes have been sold.
  
   
  
  Burger lovers can still enter for a chance to win free burgers for a year through our Red Robin Royalty Sweepstakes. From May 1-31, members will have a chance to win burgers and other prizes by purchasing both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for Red Robin Royalty during May 2025 will also be entered for a chance to win. Find more details here: ***************************************************************.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23217556
  
  I am rejecting this response because it shows little respect toward the loyal and legitimate customers that tried to get the offer, but weren't even able to access the website to even try to redeem the offer due to the inadequate setup and execution of the promotion. Time was wasted, and actual customers left frustrated and upset. Those who actually got the passes via some miracle or automation are now selling them on **** for 10 times the cost paid. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** online to purchase $20 bottomless burger card and the website crashed. I need compensation

  Business Response

  Date: 05/09/2025

  We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed. Were sorry that this happened to our loyal guests. All passes have been sold.
   
  Burger lovers can still enter for a chance to win free burgers for a year through our Red Robin Royalty Sweepstakes. From May 1-31, members will have a chance to win burgers and other prizes by purchasing both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for Red Robin Royalty during May 2025 will also be entered for a chance to win. Find more details here: ***************************************************************.

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes, Red Robin advertised something that they couldn't fulfill and I'm filing a formal complaint. They advertised being able to purchase a burger pass (limited supply) and that the sale would start promptly at 9am MT. At 9am (even a couple of minutes beforehand), the website repeatedly crashed or was unavailable, meaning their website couldn't handle the traffic, and then when you got to the page, the button stopped working, and then if the button did finally work, then you errored out on their cashstar system. I made it through to entering my home address only for the website to crash again and only return 502 and 504 error codes. So to me, this felt like a scam where there systems couldn't handle the promotion they advertised, and I think they should be held responsible for the experience they created.

  Business Response

  Date: 05/09/2025

  We did everything we could to anticipate interest in the Bottomless Burger Pass, including working with our web and gift card partners to prepare for the influx of traffic, but due to overwhelming excitement in the pass, our website and supporting systems crashed. Were sorry that this happened to our loyal guests. All passes have been sold.
  
  Burger lovers can still enter for a chance to win free burgers for a year through our Red Robin Royalty Sweepstakes. From May 1-31, members will have a chance to win burgers and other prizes by purchasing both a burger and a beverage while logged into their account at participating Red Robin locations. New members who sign up for Red Robin Royalty during May 2025 will also be entered for a chance to win. Find more details here: ***************************************************************.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/18/25 we came for my 6 year olds birthday. Everyones burgers came out wrong. 3 burgers - 2 under cooked when asked for well done and one with cheese when asked for plain and noted a dairy ********** remedy was offered other than to remake the food, but the time pushed us back and we had somewhere to be after. My burger personally came out wrong twice, I noted a dairy allergy and it came with cheese, when I told the manager he took the burger away for 1 minute and brought it back with the cheese simply scraped off. I could not eat but after sending back twice we were already out of time.Left feeling extremely frustrated. 1/31/25 we tried to give Red Robin another try, our carryout order was 20 minutes past the time we were given and then most of the food was somehow cold. I sent a complaint on your website and NO ONE EVER CONTACTED ME.

• Initial Complaint

  Date:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a burger on a lettuce wrap and was given a fried chicken sandwich on a bun. I'm intolerant to gluten and allergic to yeast. I can not eat this. I called and asked to speak to a manager, and of course, the person who answered was the manager. He asked if the whole meal was wrong; the appetizer doesn't count because it was free, and the fries don't either because they come with the burger. The ENTIRE purpose of me going to Red Robin was because I wanted a burger. Anyway, when I told him it was just the sandwich (because I didn't order a sandwich), he offered me a free meal next time I come in. That's not convenient. The last time I had RR was over six months ago. I don't do this often. And seeing as I'm not going back out of my house after the 10 hour day of manual labor, I have to resort to eating chips and dip tonight. When I told him I wanted a refund for the food I couldn't eat (which he never even apologized for), he told me he couldn't do it because I ordered online. Don't know if that's true. It seemed like a lie. How antiquated can their systems be in 2025? A.I. exists, cut it ****** seemed like he never wanted to refund me. Because he didn't initially offer that. Idk if he thought I wanted a free meal. Not my style. I'd rather have an expensive good meal that I can actually eat. Pics of the chicken sandwhich are attached. Also, I wouldn't eat here if you're gluten-free. S**** *** like this could result in them giving you non gluten free buns when you order a gluten-free bun. The reaction I have to gluten while not deadly is horrifying. He seemed very nonchalant about the screwup. People don't typically order lettuce wraps if they have other choices. Because getting a burger from RR isn't meant for health conscious eating. So if someone orders a lettuce wrap, it's usually for personal health conditions Also, this screenshot of the phone call is how long I was on hold with customer service.

  Business Response

  Date: 03/17/2025

  Thank you for reaching out. I will have my team reach out to you and gather more information. 

   

  Customer Answer

  Date: 03/17/2025

  Rejecting so this won't close, and waiting for them to respond. 

   

   
  Complaint: 23073956
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Salahud-din

  Business Response

  Date: 04/02/2025

  Hello, 

  Your refund was processed for the total of  -$20.79 and we issued you a $15 e-gift card for your inconvenience on 3/17/25.