Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered rapid curbside to go from Red Lobster. I text as instructed to alert them when I was parked outside ready to pick up the order. I received an immediate response to turn my hazards on and the food would be right out. I waited 10 minutes and text again to alert them I was still waiting which I didn't think would do anything as I assumed it would only work the first time. I waited another 4 minutes and then went inside to get my food. The hostess station was abandoned, a gentleman using the restroom is who ended up getting me assistance. I waited at the hostess station around 5-10 minutes, but closer to the 10 minute ***** The woman assisting me apologized and got my food from a worker named ****. When I finally got home to eat, the food was cold. I sent a message the next day alerting them of what happened and requesting my tip of $4.95 to be refunded as I paid in advance expecting the rapid curbside delivery service. As of today I have had no response from them. I am attaching a copy of the email I sent them which I screenshot before sending. I am attaching a copy of the receipt as well. All I wanted was the refund of my tip but since they didn't even acknowledge my complaint I want the entire amount of $57.40 refunded.

  Business response

  12/27/2024

  We are sorry to hear of the issues with Ms. ********** takeout order. A refund to her credit card has been submitted. She can expect the funds in her account within 7-10 business days. Additionally, we are issuing a replacement gift card to her email address. Thank you. 

• Initial Complaint

  12/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I visited Red lobster in the Northeast on ******************* in ************ last night on December 6, 2024 for dinner. First off service was bad which we were trying to overlook as we understand that sometimes establishments are short staffed. We had not received our biscuits until after 20 minutes after being seated, we were not provided any appetizers plates for bread and appetizers. Once our main meal arrived , we received o condiments for a ***** dollar meal which should have came with drawn butter and cocktail sauce., and meal did not come with baked potatoes which we had both ordered as a side. As we began to eat we realized food was not done, snow crabs were cold and heated long enough and lister tails were under cooked and slimy. We requested to speak with with management who told us that they would make more food however at this point we did not want food and also had tickets to a movie that was starting in 15 minutes. We asked if we could be refunded for our meals and was told we could only be refunded for our appetizer which had been fine which was *****. So we paid ****** for a meal that we could not eat and still never received baked potatoes. I have been going to Red lobster fir 30 years and have never experienced this kind of service. On top of all of this was up all night with diarrhea that I did not have prior to eating there.

  Business response

  12/11/2024

  Thank you for bringing this to our attention. Our General Manager has reached out to our guest. Once we hear back from M. Small our manager will be happy to fully address her concerns.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A relative purchased a gift card for $50 for me to use in restaurants as a birthday gift. My relative did not know that I am a disabled senior citizen on a diabetic diet. Since restaurants are among the 10 places to acquire COVID-19, they are restricted from eating restaurant food due to the pandemic. Also, I am in the high-risk age group for COVID-19. I asked for a refund of the $50 that was paid by a relative but gift cards are non-refundable per **************** **** within 30 days. Under the Consumer Rights Act of October 2015, a consumer has the right to return something within 30 days and get all of your money back if it is unfit for the purpose. Since I have been medically restricted from eating restaurant food due to the pandemic, the gift card is not fit for the purpose for which the gift card was intended. For this reason, I ask for a full refund of $50.

  Business response

  11/26/2024

  We are sorry to hear Ms. ******* is unable to use her gift card. We will be closing out the gift card and will mail a check for the balance of the gift card. She can expect her check within 21 business days. 

  Customer response

  12/18/2024

  From: ****** ******* <*****************************************************************************************************************>
  Date: Fri, Dec 6, 2024 at 2:13 PM
  Subject: Re: You have a New Message from BBB Serving *************** Complaint #********
  To: Better Business Bureau <*********************************************************************************************************************************************************>
  

  
  
  

  Dec. 6, 2024

  
  

  
  

  Dear ******* *******: 

  
  

  Please be advised that I reviewed the response from the business.  As of today, I have not received the refund check.

  
  

  ****** *******/dp

  Business response

  12/19/2024

  A check was issued on December 4, 2024, for the amount of $50.00 and was mailed to the address on file. 

  Customer response

  12/23/2024

   
  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

  11/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  November 5, 2024, take out order at 12:44, store #****, *********, **. Check #*****, transaction #****241205124453. Received wrong order and was treated poorly. $78.67.

  Business response

  11/20/2024

  We are sorry to hear of the issues with the takeout order. Our restaurant manager has tried to contact our guest about the order but has been unable to reach Ms. *********** Once we hear back from Ms. ********** our managers will be able to assist further with her concerns. 

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have ordered a Red lobster e-gift card on October 9th, 2024. There was an issue with receiving the e-gift card. When I was trying access the e-gift card to view it the screen would flick to the terms and condition screen instead. I had tried it a few time and also took some screen shots of this. I had contacted Red Lobster's ************** number online. I had asked them to cancel the e-gift card because it would not activate for me and the person that I had spoken to told me to contact customer service. I had tried customer service serval times and I had only gotten their answering machine. I had than phone my bank to cancel this e-gift card purchase from Red Lobster and I was told that I will have to waitb2 days until it gets posted . When it had gotten posted in my bank account. I had filed a claim. The bank had credit my account for the e-gift card and now they had debit my account for the e-gift card. As you can see on the two bank statements. Meanwhile I phone two different phone numbers for Red Lobster ************** and **************. I gave the e-gift card number **************** and they both said that the account was closed. So I am still out of pocket for $225 and do not have a working e-gift card.

  Business response

  11/14/2024

  We have reviewed the gift card purchase and transactions surrounding the charge. The purchase was void on 10-24-2024, due to possible fraudulent activity with the form of payment. The funds have been issued back to the original form of payment. Due to the dispute filed with his financial institution Mr. ********* will need to follow through on this process his your bank. 

  Customer response

  11/14/2024

   
  Complaint: 22549784
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited Red Lobster on October 27, 2024, and placed an order, but I encountered several issues. First, the food was cold, and the portion was small for the price they charged for the dish. Additionally, the taste of the food was unsatisfactory. The service left much to be desired: the waiter kept mixing up the order, which further worsened the experience. When I expressed my dissatisfaction, I was offered a $60 gift card as compensation. However, I do not consider this an appropriate solution, as I was dissatisfied with both the food quality and the service overall.I contacted Red Lobster's customer service asking for a cash refund instead of the gift card, as I did not plan to return to this restaurant. Despite several attempts to reach them through social media ********* and Instagram), I have not received a response. My request was forwarded to a guest relations manager, but no further action has been taken.I am seeking a solution that involves a full cash refund for the poor service and food, rather than a gift card that I do not intend to use.Details:Date of visit: October 27, 2024 Transaction amount: $59.57 Issue: Cold food, small portion for the price, unsatisfactory taste, and service (the waiter constantly mixed up the order).Desired Resolution: I am requesting a full cash refund for my order, as the quality of the food and service did not meet the restaurant's standards, and the offered gift card is not an acceptable form of compensation.

  Customer response

  11/11/2024

  Thank you so much. I want to dismiss my complaint due to the fact that the Red Lobster company has given me a response today regarding my request for compensation and refund

  Business response

  11/12/2024

  We are sorry that our guest is disappointed with her takeout order. We have communicated with her on several occasions. She is welcome to stop by the restaurant to receive her refund. 

  Customer response

  11/21/2024

   
  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.  

  
  Thank you so much. I want to dismiss my complaint due to the fact that the Red Lobster company has given me a response today regarding my request for compensation and refund
  
  Sincerely,
  
  ********** Vishneuskaya

  Customer response

  11/21/2024

   
  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,
  
  ********** Vishneuskaya

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While eating my food with my daughter, a ***** was on the table. The manager only credited me $23.50. Personally, my whole order should have been refunded. Especially when I asked her if this Red Lobster has roaches, she said yes right in front of my daughter. She also stated that they fumigated, and they fumigate often and when they do the baby ones still manage to get out. Here's the thing about it, if it's baby roaches that means there are eggs, roaches mating, which means there is a manifestation of roaches. First of all, ALL OF THE STAFF SHOULD BE WEARING HAIRT NETS, guys and girls, there should be no long nails and the guys should have hair nets over their beards. I am so aggravated even as I write this complaint. Very, very annoyed. We have not been out to eat in a while and this was a treat for us. I brought my food home but in the cab ride I was so angry when I got to my destination I threw the food away. $102.00 dollars waited. I want my money back. I don't want to dine there for free, The incident happened on October 31, 2024 at 8:16 p.m. Filthy place. Roaches are that bad they're coming out??? That's nasty

  Business response

  11/05/2024

  Our General Manager has already spoken with Ms. ****** regarding her concerns. Rest assured, these concerns are being fully addressed and corrected. Our management team has issued a gift card to Ms. ******* We would love another opportunity to serve Ms. ****** in the near future. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Saturday, October 26, 2024, at 11:21 AM I placed an online order with Red Lobster located at: ************************************. Order *********** was scheduled for pick-up at 11:36 AM but, I didn't walk out the door until 12:00 PM. I entered the bar to pick-up my order. 2 employees 1-very tall dark black male, and 1-black female never acknowledged me or asked, "Have you been helped?" I had to initiate conversation with the very tall dark black male behind the bar and asked If the order for ****** ***** was ready? I instantly detected attitude by his body language. He said Ill check but never returned. Instead, a black female brought my order out 10 minutes later. What irritates me youre prompted to leave a Tip for service you haven't received on their website when ordering. I left a $7 Tip. Once in my truck I noticed my Shrimp ******* was missing. I went back in to let them know. The same woman that brought my order out went in the kitchen to return with the Shrimp *******. Call it intuition but something about the tall dark black male that never returned with my food left a strange feeling. Once home I inspected the food and discovered: The pasta in my Shrimp ******* was dried up/hard/and yellow. Bar Harbor Bake was in half container (see image). Premium Seafood Lobster Tail was split down the middle (see image). The Rice was tampered with because shrimp shells were throughout (see image). Isnt Red Lobster going-out-of-business? Is this how you treat customers? You have staff overseeing the preparation of food for the public and its being tampered with. This location has gone down. Professionalism/NONE, Customer Service/NONE, **********************/NONE. I encourage Corporate to try calling: ************, goes straight to music. No recording that states the location/address information/****. Corporate should do an overhaul. Fire everybody. Suggestion: Start by hiring a manager that promotes Quality Food/Service. Im requesting a FULL REFUND for inedible food.

  Business response

  10/30/2024

  We are disappointed to hear of Ms. ******* experience. We will be following up with our team to ensure our guests receive prompt, courteous service and well-prepared meals. A refund request has been submitted for the order. Ms. ***** can expect her funds within 7-10 business days. Thank you. 

  Customer response

  10/30/2024

   
  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. Thank you BBB!
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a gift card and the Red Lobster in my area closed down. Because I am elderly I cannot drive to a big city. They will not honor. I even asked for coupons for possibly buythe product line they sell in Grocery store and they said no just to give the card to someone to use. Just upsetting they took my money and wont give me any thing in teturn. Very dishonest.

  Business response

  11/05/2024

  We have communicate with ***** *******, We will be sending a check for the balance of her gift card 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 30th, we had a reservation for 8 people 7:30pm. We planned to surprise our mother for her 65th birthday. When we arrived at the location the host (****) had a line out the door, he was telling the guest there would be a 45min wait for seating. When I approached him, he told me my table would be 20mins he had a 10 top, and they hadn't cleaned the table yet. 8:15 my mom and the rest of the party were still waiting. When we got to our seats the table had not been cleaned and the floor had not been swept. I asked for a hot soapy towel and was given a wet wipe to clean the table. Now 8:45 we met our waitress (Jayla) very nice, and apologetic took or order. 9:15 received watered down drinks and salads the smelled and weren't eatable, I asked for the manager, and she made replacement ones, however the salads were still not eatable. The food; the fact that the restaurant closed at 10pm is the problem. Bottomless shrimp does not exist. Good quality hot food did not exist. The crab was cold and not fresh, the burgers warm, the biscuits limited to 18 for the night. ******* cold and noodles old and cold. The shrimp also limited. The manager told me she was going to take off for the food that we weren't able to get and the drinks that were watered down and the food we couldn't stomach. We waited another 30mins to be given a bill for almost $200.00.. $197.00 to accurate. I would like my money back. I would like the city to do an inspection on how the food is being stored and prepped. I would like the staff to be taught how to properly clean before seating new tables and the manager talked to about lying about taking off for the meals weren't able to eat.

  Business response

  10/07/2024

  Our Director of Operations has followed up with our guest. A refund is being processed. She can expect her funds in the account within 7 to 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. ↩