Complaints

• Initial Complaint

  03/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 8th 2025 I placed carry out order with red lobster at *****************************************. The first pic is that day. The food wasnt good at all super dry so I threw it away. I contacted red lobster right after thinking they would at least replace it. I was not. So I was contacted by email with a response and the called me twice and I did return the call right after. For some reason if a number isnt in my contacts it wont ring. Upon returning the call I kept getting transferred to a foreign person. So I email the corporate email back with no response. At this point I would like the refund back they will no longer have a customer in myself and Ill share this on social media to help other local customers save their hard earned money from the new phila red lobster

  Business response

  03/10/2025

  We are sorry to hear of Mr. ******* issue with his takeout order. A refund request has been submitted. He can expect to receive the funds in his account within 7-10 business days. Thank you. 

  Customer response

  03/10/2025

   
  Complaint: 23041600
  
  I am rejecting this response because: I would like my money back, not a refund.
  
  Sincerely,
  
  **** *****

  Customer response

  03/11/2025

  Im sorry I didnt see where they agree to a refund. Ill accept the refund 

  Business response

  03/12/2025

  I advised our guest that a refund was submitted for his check on March 10, 2025. He can expect the funds in his account within 7 business days. I have followed up with our guest via email regarding the refund process. Thank you. 

  Customer response

  03/12/2025

   
  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. Im sorry I didnt see where they agree to a refund. Ill accept the refund 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  02/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dined at ********************************************* on 2/15/25. They served me a completely raw cold ****** filet that was only seared on the outside. The server came to the table after 20 some minutes of this steak laying raw on my plate. Only offered to take it and recook. The steak was ordered medium done. Server didn't get a manager or offer anything but to take the the ****** steak back to the kitchen to cook and re-serve to me after it laid on my plate over 20 minutes. I basically spent $27.99 for a meal that wasn't eatible. I filed a complaint with red lobster and they didn't do anything. Wanted to talk about it and didn't offer any compensation . The manager should of been immediately notified and either another fresh steak offered or refund. You think the manager would want to make sure the cook isn't serving raw meat. The Free desert coupon was a reward my wife had for her birthday and we used it. It's wasn't anything red lobster comped me for the raw steak.

  Business response

  02/26/2025

  We are very sorry to hear of Mr. ******* visit. Our Director of Operations has followed up with the culinary team regarding meal preparations. With the hope that Mr. ***** will give us another opportunity to service him we are sending a coupon, to his email address, for him to redeem on his next visit. Thank you

• Initial Complaint

  02/24/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against Red Lobster located at **********************************, due to an unsatisfactory experience and lack of resolution regarding an incident involving hair found in my pasta.On December 30 2024, I visited the Red Lobster location mentioned above and discovered hair in my pasta dish. I immediately brought this to the attention of the staff, who advised me to speak with the manager for resolution. Following their guidance, I attempted to contact the manager multiple times.Since that initial encounter, I have reached out via email several times and left numerous voice messages regarding this matter. Unfortunately, my efforts have been met with silence, and I have experienced hang-ups during phone calls, which is both frustrating and unprofessional. It has now been two months since the incident, and I have yet to receive any acknowledgment or resolution from the restaurant.I believe that as a customer, I deserve a response and a resolution to this matter. The lack of communication and customer service I have experienced is unacceptable, and I feel compelled to seek assistance through the Better Business Bureau to address this issue.I kindly request your help in mediating this complaint and ensuring that Red Lobster takes the necessary steps to improve their customer service and address my concerns. Thank you for your attention to this matter.

  Business response

  02/25/2025

  We are sorry to hear of ******* experience when dining with us. Our General Manager will be addressing this immediately with our culinary team. As a gesture of goodwill, we have sent ***** a coupon to use on a future visit with us. We hope to serve ***** in the near future. Thank you

• Initial Complaint

  02/14/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Unacceptable customer service experience. In November 2024, we placed an order for full-size dishes but received 1 with half portion. Unfortunately, we did not realize the mistake until we arrived home, 15 miles away. When we called the local Red Lobster, they acknowledged the error and apologized. The manager assured us that a credit would be issued under our name and filed under a card return, providing us with a reference number.On January 31, 2025, we placed another order but forgot to use the credit. Unfortunately, this order was also incorrect, missing approximately one-third of the entree. When we called, the restaurant staff once again acknowledged the mistake and assured us they would file it under the same name. They also reminded us that the credit could not be redeemed online and would need to be processed in person at the front **********, February 14, 2025, we called to place an order and inquired about using the credit. However, the manager, ****, informed us that such matters are handled by corporate and they do NOT do credit. As I attempted to explain the situation, he repeatedly talked over me, raised his voice, and eventually stated, You will not get any free food today before abruptly hanging up. When I attempted to call back, my calls were continuously disconnected.This experience has been extremely frustrating and disappointing. We have been patient despite multiple mistakes with our orders, but the unprofessional and disrespectful conduct displayed by the manager today is unacceptable and should not be working anywhere that involves ******************

  Business response

  02/19/2025

  We are sorry to hear of Ms. ******* experience. Our Director of Operations has reached out to her regarding this experience. When Ms. ****** returns the call to our director our leadership team will properly address her concerns. Thank you

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec. 22, about six weeks ago, I ordered a meal online from Red Lobster; with the tip, I paid $55.11, to be delivered. Door Dash sent their delivery **** a woman who got out of her car with my food, walked toward my house, turned back around, got in her car, and left. (******* *.) When I called her contact number, a voice mail said that phone could not be used again. After speaking numerous times with Red Lobster's general manager (who informed me this was the 2nd time they had problems with this Door Dash Driver) and several Door Dash representatives, plus Red Lobster Customer Support and **************************** it was decided Red Lobster would be responsible for my refund. The general manager, who has my information from my original order, told me over a week ago that I would receive a refund within 3 to 5 days. To this date, I have received no refund. He has been no help to me. Now I have received emails from Red Lobster's Customer Support and **************************** asking for additional information from me. The general manager has all of my information/details about the order I made.

  Business response

  02/10/2025

  We are sorry to hear of the issue with the delivery. A refund request has been submitted. Ms. ********** can expect the funds in her account within 7-10 business days. 

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It's very simple and in no way need to be ignored for I've been a customer for many years many meals .I have always ordered a kids meal of smaller portion because of solo one person. Years of never having a issue of that choice .This last visit of 3 weeks ago it was and I wasn't told till after a meal.Communication is easy and customer needs to be acknowledged with what policy is I called to get refund or really just a gift card for a makeup visit because Purchasing and eating a meal then being told it's not ok to order what u did isn't OK....at all as I'm digesting food purchased probably vital thing we all have to do is eat ...and a drama or unfair feeling coming from just simply ordering food...no. I called to speak with someone about told no gift cards given. Clearly stating the experience was not positive I choose to request refund and a coupon voucher that finding this many are offered. Is it because I'm not a party of 12? Why would anyone get any order that's not ok with the establishment?. I had ordered 5 months ago only to get the wrong food delivered and it was fried even tho ordered broiled or steamed...shrimp ..never made complaint it was a $35 total. When customer contact you it's important after not a great experience to remedy with coupon refund and ..of course now aware of policy ...even tho after 50..meals over years of same exact order was never an issue. I only know fair truth ...so like compensation for a very unpleasant experience. Appreciate greatly have a beautiful day.

  Business response

  01/29/2025

  We have spoken with Ms. ***** regarding the available menu selections when she dines with us. We had a very nice conversation. We look forward to serving Ms. ***** in the near future. 

  Customer response

  01/29/2025

  
  
  I am rejecting this response

  No there has been absolutely no resolution. I was deceptively told that there was no refund or coupon gift for a very clear communication to ***** of a unpleasant experience.  I had been over years a very reoeat customer of what i did get a small portion paid purchase. Ok now clear that was not what is allowed but no customer needs to be treated within deception about what is offered . WHY FOR SO many meals was it ok then changed. A adequate tip left but its clearly not ok for any customer to be bullied or deceived 

  Over this happening..I ate a meal just have done many times years many meals it has always been ok . Why I'm asking for coupon gift card refund is that making someone feel as if they have gone against a policy that was never followed as the customer in wrong ...tell me before I order meal that they can't honor instead of after ...please refund and send gift card to compensate 

   

  because:
  
  Sincerely,
  
  ******** *****

  Customer response

  02/01/2025

  Yes this is really much deception ..on part of this business.  Will be clear here as spoke with customer service .I had been a patron years of being able to order from child's menu being one person. The ***** representative has tried to make this complaint about the child menu being only for. 12 and under saying they have choices for adults. This is not the issue that I'm making the claim about . Yes the restaurant always let me order smaller version of children menu so many visits. Complaint to have refund and gift card has to solely do with unprofessional and inadequate behavior of making claim i can't after ordered the food making a scene of that I went against store policy like accusations even tho I specifically asked and it was said it was OK...or I would of left the establishment.  Was sent another email claiming they call to correct the request by Feb 1rst that however never has happened as of today.  The issue is about untruth and even tho clearly been communicating they just like to confuse with at this point much untruth not taking responsibility of actions from what there business represent by being a patron ...it's really unfortunate and very clear to be untrue ...no one should eat a meal no matter what menu and not be kindly associated with and be given adequate help from customer service when not happening in their restaurant 

  Business response

  02/14/2025

  We are sorry to hear our guest is unhappy with the menu selections and we appreciate her concern for value and smaller portions. With value and generosity in mind, our children's menu is specially-priced for children 12 and under.
  
  For our guests over 12, we offer a variety of menu options to appeal to a wide range of dietary needs and taste preferences. Your server will be delighted to suggest some smaller portion options for you which accommodate most guests desire for smaller portions. Our servers are available to offer menu choices that meet our adult guests needs. We hope to see Ms. ***** in the near future. 

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/23/25 I ordered 3 separate dishes for delivery. The "New Lobster Pappardelle Pasta" dish had tough undigestible asparagus. The dish was ***** and was supposed to have a garlic taste. I want an refund for that dish. The "Ultimate Feast" was bad because the lobster tail was overcooked and tough. I want a partial refund for that dish. The "New Lobster Shrimp Linguini" was bad because it had no Lobster in the dish. I want a refund for it. I've tried to contact the restaurant for 2 days and got no answers

  Business response

  01/30/2025

  We are sorry to hear of the issues with Ms. ****** takeout order. A partial refund of $90.00 has been submitted. She can expect the funds in her account within 7-10 business days. Thank you

  Customer response

  01/30/2025

   
  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

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the *************** location today to pick up a rapid curbside pick up order. I waited almost 20 minutes for someone to come outside and never came so I called inside of the restaurant and asked to speak to a manager. I told the manager that I was outside waiting for almost 20 minutes. He finally came outside. bought my order never apologize or said anything empathetic to me for the long wait for rapid curbside pick up. When I asked for his name, he said he turned around and said **** with the smile, laughed and walked away and said this is my last day anyway and kept walking red lobster is the most trashiest company that I have ever seen in my life my food is absolutely ice cold as if it has been sitting outside in the cold, waiting for me to pick it up. I demand a response and apology from theCorporate Office. I just had another poor experience prior to this with red lobster and decided to give this restaurant another opportunity to make things right and this is what happened. This is even worse than the last of the last situation that happened. This company should go completely out of business

  Business response

  01/20/2025

  We are sorry to hear of Ms. ****** experience. Our restaurant managers have tried to contact Ms. ***** about her concerns. Once we hear back from our guest the team will be happy to fully address her concerns. 

  Customer response

  01/20/2025

   
  Complaint: 22796575
  
  I am rejecting this response because:THE RESTAURANT MANAGERS HAVE NOT TRIED TO CONTACT ME! THEY ARE A LIAR! I RECEIVED 1 EMAIL FROM YOU STATING THAT THE MANAGERS WILL REACH OUT TO ME! THIS NEVER HAPPENED! TRASH SERVICE!
  
  Sincerely,
  
  ******* *****

  Business response

  01/30/2025

  We are sorry to hear of Ms. ***** dissatisfaction regarding the handling of her concerns. Our General Manager has reached out and has sent a coupon for her to use towards a future visit. 

  Customer response

  02/03/2025

   
  Complaint: 22796575
  
  I am rejecting this response because: THE ** DID NOT REACH OUT. A PERSON WHO IDENTIFIED THEMSELF AS A SALES MANAGER ******* ******* SR ****** *********************************** phone number: ************ WHO WAS CLUELESS, FINALLY REACHED OUT AFTER YOU ***** AND THE ACTUAL ** LIED ABOUT REACHING OUT TO ME! RED LOBSTER SERVICE HAS HIT ROCK BOTTOM. YOUR DOORS WILL EVENTUALLY CLOSE FOR GOOD DUE TO POOR SERVICE AND FOOD QUALITY. AT THAT POINT YOU WILL THINK ABOUT AND APPRECIATE THE CUSTOMERS YOU ONCE HAD AND THINK ABOUT WHAT YOU COULD HAVE DONE BETTER WHILE STANDING IN THE UNEMPLOYMENT LINE. 
  
  

  Business response

  02/19/2025

  We apologize for the lack of communication from our manager. The Director of Operations is aware and has addressed this matter with the manager in question. We have sent Ms. ***** a coupon to use towards a future visit. We hope to see her soon. 

  Customer response

  02/24/2025

   
  Complaint: 22796575
  
  I am rejecting this response because the **************** Rep ***** and the ** both lied about initially contacting me. Poor service. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Missing a whole meal. I got there shrimp in a scampi. A lobster tail enough to eat two bites . Paid for lobster mashed potatoes and got three tiny pieces of lobster. I got red lobster because my husband was coming home from deployments 119$ was no big deal of my own money and we got exactly this much for $120.Used here eats. **************************** location Uber driver.. hr late. Then the bag missing the $60 meal worth . Smelled like cigarettes and what we believe to be the devils lettuce. $100 something to get bag mashed potatoes with three pieces of maybe lobster, a salad with no dressing and entirely missing the other meal 1-7-24 $112 and tip I could have gotten Outback and it been right and at least enough for two people

  Business response

  01/23/2025

  We are sorry to hear of the issues Ms. ******** experienced with her delivery order. She is welcome to reach out to **** Eats for a refund. As a gesture of goodwill, we have issued a coupon for Ms. ******** to use towards a future visit. 

• Initial Complaint

  12/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  12/25/24 I ordered a bowl of clam chowder and 6 biscuits. I received 2 half cups of clam chowder liquid and 6 hard dried out biscuits. Why short your customers by substituting 1 bowl for 2 half cups of liquid?! I will never patronize a business that has such poor business practices. I waited almost 10 minutes before someone even bought out my order for curbside pickup.

  Business response

  01/02/2025

  We are sorry to hear of the poorly presented meal. We have issued the guest a coupon to use for a replacement meal. We look forward to serving Ms. ******* in the future. 

*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. ↩