ComplaintsforRed Lobster Hospitality, LLC

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/22/24 at 8pm I placed an order online for food from Red Lobster. I went to the location to pick up my order and waiting outside for curbside pickup. Once I received the order and went home I noticed that half my order was missing. I went back to the location and spoke to the manager *********************** store # **** and returned the order and asked for a refund. He took my receipt and processed the refund. I he gave me a copy of my return receipt and a credit card request form. He informed me that the refund will be processed in 5-7 days. I waited about a month and noticed I never received my refund. I contacted my bank to file a dispute and they informed me that Red Lobster informed them that they do not have to honor refunds for a return. This is extremely dishonest since the most expensive item was missing from my food order.

  Business response

  08/01/2024

  We are sorry to hear of the issues with ****************** order. Unfortunately, we are unable to resubmit a refund request as ************** filed a dispute with the financial institution. ************** will need to follow through on the dispute process with the bank.

  Customer response

  08/12/2024

  Per my bank Red Lobster never issued the refund. When they attempted to send a request for a refund Red Lobster informed *********** that they do not have to honor a refund. This is untrue since the meals were returned due to missing items in the order. This was an online order for curbside pickup, and I am entitled to a full refund. *********** also stated the reason they could not process my refund is due to the fact that the manger gave me a "request for refund form and not the proper return receipt.  I have attached the dispute response form Red Lobster sent to my bank. I have also attached the return form I received from their manager at the location. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order 2 shrimp scampi lunches to Go. When I got them home the boxes were not closed properly and the food leaked out in the bag and all over my car and the floor of my kitchen. The scampis were greasy, missing shrimp and inedible. I called the restaurant to complain and the manager who I did not get his name, came on the phone. I told him how the food had dropped out of the bag and that it was lacking the proper amount of shrimp and the food was inedible. He started threatening to hang up on me and accused me of yelling at him. I never raised my voice however I was irritated at the quality of the food. Im 88 years old on a fix d income. I paid cash . I simply wanted my money back. He refused. He said he would give me a gift card however after the way the food came out and his threatening attitude I will never eat there again. He also refused to refund the full amount. I have the receipt and I told him the total. He accused me of lying and gave me a different amount which was less than I spent. I tried tracing out to your customer service and it goes right to voicemail. No wonder your going out of business

  Business response

  07/18/2024

  We have asked the guest for more information. We ask for location and specifics on her receipt. We will wait for guest to respond. 

  Business response

  07/23/2024

  We are sorry to hear of the issue with ******************** takeout order. The order was paid for with cash and we will be more than happy to issue a gift card to replace her order. We have reached out to **************** and once we hear back from her, we will certainly assist with her concerns. 

  Customer response

  07/23/2024

   
  Complaint: 22005014
  
  I am rejecting this response because:
  I do not want a gift card. I will not eat there again so unless the gift card can be redeemed for cash its of no value to me. I want to be reimbursed for the money I spent on the meal. 
  Sincerely,
  
  ***************************

  Business response

  07/24/2024

  Our General Manager had personally walled the takeout order to ******************** daughter, who inspected the packaging and did not state there was an issue or concern. However, **************** had called the restaurant regarding her dissatisfaction with the takeout order. Our General Manager offered to remake the meal or issue a gift card. A gift card was agreed to and was issued as promised. However, as a gesture of goodwill, our department has also offered a gift card to **************** to ensure satisfaction with her experience. We are sorry to hear that **************** is not satisfied with our offer. 

  Customer response

  07/24/2024

  There response was a complete lie. The ** did not wait on us. He never offered to replace the meal !! He threatened to hang up on me. All I wanted was a refund and he refused . They stoke from me, lied and threatened me!!

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Red Lobster The Villages their air conditioning is broken, it has been for months. It is uncomfortable for the customer and the employees I can not even imagine in the kitchen and other places. It is cruel to have it that hot in a restaurant. Please take this seriously. There have been customers who have passed out before when I have visited.

  Business response

  07/18/2024

  We have tried to contact the guest 2 times and we were unable to reach out the guest. 

  Business response

  07/23/2024

  Our restaurant manager had tried to reach Mr. ****** regarding the air conditioner at our restaurant. We are sorry the equipment issues resulted in a poor experience for our guest. Our facilities team will work with all of our locations to ensure proper care and maintenance is completed for our ac units. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered food and they significantly overcharged me. They charged me ****** that I should not have paid. I paid with gift cards for about ******. I have been trying since April to get a refund and they have not been helpful at all. They now say it is a DoorDash problem and it is in their hands. This is ridiculous and all I want is a refund.

  Business response

  07/18/2024

  We called the guest to request more information regarding the visit. The guest was unavailable we left a Voicemail/ 

  Business response

  07/23/2024

  We have called Ms. ***** regarding the charges for her order. Once Ms. ***** returns our call we will be more than happy to review and assist with the charges on her takeout order. 

• Initial Complaint

  07/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Today at 5:26 pm, I placed an order for Red Lobster in *********, ********, via DoorDash. The app indicated that the restaurant was open and ready to take orders, so I proceeded. After some time, the DoorDash driver informed me that the restaurant was closed upon her attempt to collect my order. I verified the operating hours online and, finding that it should still be open, I called the restaurant directly. The manager, *****, confirmed they were indeed closed. I mentioned that the online status should reflect the actual operation to prevent further customer confusion. ***** told me he had notified DoorDash about the closure at 4 pm, suggesting that there was a lapse on ********* part.During the call, where my sister was also present, we asked if there could be some form of compensation for the inconvenience, such as a coupon, but ***** declined and his demeanor was not what one would expect from someone in customer service.A few minutes after our conversation ended, I noticed that Red Lobster's status on DoorDash was updated to 'closed.' This leads me to believe that my order was only canceled and subsequently the restaurant's closure was communicated to DoorDash. This whole situation is quite frustrating and shouldn't have happened.

  Business response

  07/08/2024

  Thank you for sharing your comments about Red Lobster. Your feedback is always welcome.
  
  One of the principles of which we are most proud is our managers' commitments to providing our guests with superior dining experiences. It is obvious from your phone call why our manager at the *********, IL location would leave you questioning this commitment. We apologize that our manager did not resolve your concerns. The Director of Operations will personally be addressing your experience in order to renew our managers' focus on our guests.
  
  As a gesture of goodwill and our desire to continue serving you, you'll be receiving a separate email with an e-gift card to use towards a future visit. You can either print it or simply display it on your mobile device.

   

  Guest was sent $25.00 gift card for the inconvenience. 
  
   

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  Sincerely,
  
  Wolali Dedo

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In February I took my son and daughter in law to dinner at the Red Lobster in their area I believe in ***********. I was given 1 reward point for a receipt totaling $100. I have tried many ways even going to my nearest store in **********************. Red Lobster ignored all my attempts to get the problem resolved. They owe me 99 reward points. I have since stopped going to Red Lobster. Her birthday was also being celebrated and since she hadn't received here email for the free dessert yet they wouldn't honor her birthday reward. Her birthday was March 1, 2024. We were there on February 27, 2024, my birthday.

  Business response

  07/08/2024

  Thank you for reaching out to us at My Red Lobster Rewards.
  
  I was not able to find out your account using the following information: 
  
  **************
  **********************
  
  Please send me the phone number and email associated with your account in order for me to research your account. 

  Customer response

  07/08/2024

  I sent them my alternative email ********************** and cell phone ************ which is what they need for my account.

  Business response

  07/12/2024

  We have added 98 points to the guest My Red Lobster Rewards account. 

   

  We have sent communication to the guest email letting her know that points were added 

   

   

  Customer response

  07/23/2024

  I apologize. I didn't see an email from you regarding this case. it is okay to close it. They didn't correspond with me, however they did add the missing points. Thank you.

  Customer response

  08/13/2024

  I apologize. I didn't see an email from you regarding this case. it is okay to close it. They didn't correspond with me, however they did add the missing points. Thank you.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 9th, I ordered a gift card for my brother's 74th birthday. He never received it. I called to report it and every time they told me wait a few more days. On the 21st they told me wait until the 26th. I called on the 25th and they told me it had been used on the 21st. My brother never received it. They keep putting me off.

  Business response

  07/01/2024

  We have no tracking information as to who may have redeemed the gift card. However, as a gesture of goodwill, we are sending a courtesy replacement gift card to our guest. 

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My complaint I filed has been resolved. ********************* ********************************************, Tx 78101-2709.  You can close the case on Red Lobster.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was offered a birthday treat of either Chocolate Wave, Brownie Overboard or Vanilla Bean Cheesecake. I looked on line before I went to the restaurant to see if there was anything else I would like to order. Vanilla Bean Cheesecake was not on the menu. They don't open until 11:00 so I had to wait to call to check if I could get one of the other flavors of cheese cake. I was told they don't have that flavor anymore. I asked if I could substitute one of the other flavors & was told, I suppose. I said I want to know for sure because I have to take a bus to get there. It was ok. The next bus came at 12:07. I got to the stop 10 mins before. I was waiting until 20 after and called Valley Metro. I was told they were delayed. I was on the phone for awhile with them. I was supposed to be back to the **************** before 3 pm & didn't know if I would make it. The busses only run once an hour on weekends. So, I did not get to go to Red Lobster. I tried contacting them today by email complaint. THAT wouldn't go through. I kept getting red lettering where I was supposed to select 2 things. I did that numerous times but kept getting the message to select. My complaint never went through. I looked for a phone # to complain but there wasn't one.

  Business response

  06/28/2024

  We are sorry to learn our guest is not pleased with the rewards package currently being offered to members of the My Red Lobster Rewards program. Unfortunately,at this time, My Red Lobster Rewards cannot be substituted. These comments will be shared with the team for consideration in planning future offers.

  Customer response

  06/28/2024

   
  Complaint: 21853318
  
  I am rejecting this response because:  My explanation was not understood.  I did not complain about what I was offered.  I DID complain because one of the items that I WAS offered is no longer on the menu at Red Lobster.  I can NOT get something that is no longer sold at the restaurant.  I explained the situation to them.  I just got an answer today which clearly shows they did not understand what I was asking them about.  All I wanted to know is if I could get the cheesecake at a later time.  This is not my error.  If they wouldn't have given me a choice of item that is no longer on the menu, none of this would be going on.
  
  Sincerely,
  
  *********************

  Business response

  07/03/2024

  We only offer New York style cheesecake with or without strawberry topping. Unfortunately, we have no other flavors of cheesecake. We are sorry to hear that the guest is unhappy with the selections offered. 

  Customer response

  07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of visit was 6/10/24 Email sent to corporate with no response that explains details of incident:I have made multiple attempts to contact the management at the **** location regarding a serious issue. Initially, I spoke with a male manager who assured me that the general manager would contact me promptly. To my dismay, I have not received any communication since. Despite numerous follow-up calls requesting to speak with the general manager, I have been informed repeatedly that she is unavailable.I am deeply disappointed and outraged by the incident that occurred during my visit last Monday. A friend and I ordered the endless shrimp special for dinner, along with an additional take-out order. When packing up our leftovers, I requested a bowl to prevent the scampi juices from leaking. After returning home and reheating the food the next evening, I was shocked to discover a cigarette **** at the bottom of the bowl. This discovery was deeply unsettling, especially after having consumed some of the shrimp which tasted unusual.Upon reporting this appalling incident to the manager, he too expressed disbelief and offered to replace the meal. However, given the severity of the situation and the complete disregard shown for customer safety and hygiene, I declined the offer and have resolved never to patronize your establishment again.I have patiently waited for a response and made numerous unsuccessful attempts to reach someone by phone. This level of disregard for customer satisfaction is utterly unacceptable.Despite my efforts, I have received no response to my inquiries. This lack of accountability is completely unacceptable. If this matter remains unresolved, I will have no choice but to escalate it further.

  Business response

  06/27/2024

  Our management team has been in contact with our guest about her concerns. A refund is being processed and we have issued a gift card for ************************ to use on her next visit. We look forward to serving ************************ in the near future. 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order i didnt receive anything tried calling the driver no response at all then i called the restaurant to have no one answer my calls tried the 1800 number and still nothing here is my order number ***********

  Business response

  06/17/2024

   ******** confirmed the order was delivered on 6/16/2024 at 1:22 PM to the address our guest provided. We have followed up with our guest. 

  Customer response

  06/17/2024

   
  Complaint: 21858318
  
  I am rejecting this response because: no one delivered i want proof of delivery and i want my refund 
  
  Sincerely,
  
  ***********************

  Business response

  06/18/2024

  We have submitted a refund request for the delivery order. They can expect the funds in their account within 7-10 business days. 

*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. ↩