Complaints

This profile includes complaints for Red Lobster Hospitality, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Red Lobster Hospitality, LLC

  450 S Orange Ave STE 800 Orlando, FL 32801-3344

• 

  Red Lobster

  655 Jefferson Road Rochester, NY 14623

• 

  Red Lobster

  320 Universal Dr N North Haven, CT 06473-3163

• 

  Red Lobster Seafood Restaurant

  2544 Prince William Pkwy Woodbridge, VA 22192-4149

• 

  Red Lobster Seafood Restaurant

  8533 Georgia Ave Silver Spring, MD 20910-3402

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:02/16/2023

  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.

  Went to red lobster with my husband and kids tonight 2/14/23 around 830. We waited forever for bread to come out. The waitress brought it w the drinks. My baby ate the bread and she didn't like it and got sick. She threw up on the plate as I didn't want a mess all over your rugs so kept her near the plate so it got on the plate and all over her. I proceeded to leave to the bathroom with her and to take her to the car and we saw the waitress she said every thing ok I said no baby threw up and I watched her roll her eyes. I took baby to bathroom to change her shirt and took her to the car. My husband told me waitress told him to take the plate to the bathroom and throw it away. Really? She didn't offer to help take the plate that had vomit all over it or clean the area and left it while everyone was eating their meals. Unacceptable. No its not her fault but I made sure baby didn't vomit all over the rugs. She should have assisted in moving the plate so the family could eat without smelling vomit. She was just rude. Period. My husband was waiting for waitress to take the bill and took forever and left to go-to the car and my daugjter was soposed to get the change. The waitress approached my daugjter rudly and said. You need change? She said yes. And then said u know there's only a $4 tip here. Where's your parents. Do they know your only leaving me $4. My daugjter told me this and I am livid. Who says that and she should have e helped get rid of the plate that had vomit all over it. Instead of telling my family to take the plate to the bathroom and throw it away. Idk what type of waitress skills this lady has but needs some training on how to treat customers. I didn't eat at all nor did my kids. Everyone needed up going home id disgust. I'll never go to red lobster in Middletown ny again. 217 ?ill for food I didn't eebn get to eat. Things happen. Kids get sick all the time but to leave the plate there while people were trying to eat was just rude

  Business Response

  Date: 02/23/2023

  Thank you for brining our guests concerns to our attention. Our Service Manager has spoken with Ms. ****** regarding her concerns. We look forward to serving Ms. ****** in the future. Thank you

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 February 4th my family and I dined in at Reb Lobster. Before seated we were told that there will be a fifteen minute wait although there was a ton of customers waiting to be seated in the waiting area. I received a text message that we had been placed in the queue at 5:24p for a table. We were seated within 30 minutes of arriving to the restaurant and placed our order as usual. We were served our salads, bread, and drinks shortly after arriving to the table. After placing our order the waitress told everyone in our section that the kitchen was backed up and because we had waited so patiently that we would get a free dessert. The time was now 7:30p and we still had not received our food, remaining positive we all agreed that at least our food will be fresh and delicious whenever it did come out. Sadly, we the food arrived 2 hours and 45 minutes later our lobster tails were slimy, there were legs missing from the cluster of crabs, and the potatoes were overcook but cold. The table behind us sent their meals back and the manager comped their meals and gave them a $25 gift card to come back. I did not want to make a big fuss and I never send meals back but I asked to see the manager because we had waited patiently for our meals and we didn't want any free desserts, we just wanted good meals. The manager looked at our meals and he knew that they were not up to par and told us he would give us a discount. The total amount for my husband, mother in law, brother in law, and myself was $159.34 after the discount. The manager only gave us a $24.90 discount for the 4 meals.

  Business Response

  Date: 02/09/2023

  Thank you for providing us with the opportunity to address ** *********'s concerns. We have reached out to our guest and will be sending a gift card for her to use on her next visit with us. We look forward to ** ********* dining with us in the future. 

  Customer Answer

  Date: 02/13/2023

  
  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

  Date:02/07/2023

  Type:Billing 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 took my kids to dinner New Years I spent $130 for our food to be served cold with long wait period hence the reason our food was served cold that isn’t ok when you are spending money like that. I am not happy

  Business Response

  Date: 02/16/2023

  Thank you for giving us the opportunity to address Ms* *******s concerns. We have been in communication with our guest and have provided the contact information for our Director of Operations to resolve her concerns. Should Ms. ****** need anything in the future we will be happy to assist. We look forward to serving Ms. ****** in the future. 

• Initial Complaint

  Date:02/01/2023

  Type:Customer Service 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 January 29, 2023, myself my mother, my daughter and my granddaughter decided to go to red lobster in Amherst New York on Maple. We arrived around three and had to wait 30 minutes to be seated once we were seated at approximately 330 the waitress was on attentive attending to all tables around us and I actually had to flag her down to take out order. Took our order at approximately 345. Our food did not arrive to our table till 530. I bet you’re wondering how in the world did it take to hours for your food to get to your table? Well I’m asking the same question there were people in this restaurant with 10 people 12 people who receive their food will be for hours and we will see it will be for them, I complained I whooped and I hollered I spoke to the manager who was new and the only thing he can offer me was a $30 credit off of a $150 bill. Not only did we sit and wait for our food for 2 1/2 hours or so we didn’t realize that our waiter forgot to even give them our order and then when they gave them our order, they rushed it who was not even done half of our stuff with missing things I didn’t even get my sides till the end. So me and my family paid all this money for food that we had to eat cold rushed and missing items my daughter ordered the lobster and steak which they completely messed that up and I ordered the lobster, shrimp and salmon which I didn’t have no size 2 I had to wait for that And my granddaughter had kids mac & cheese, and broccoli, which was so cold that we didn’t bother to even feed it to her by the time our food got to us we were tired aggravated and not hungry. and the only thing anybody in this place can tell us is sorry we are shortstaffed. What does you being short staffed have to do with me and my $150 meal bill I would never visit this red lobster again I I am an educator a teacher, so I have patience for a lot of things, but this meal should’ve been free. Waiting 2 hrs just to each I’m very disappointed in Red lobster.

  Business Response

  Date: 02/10/2023

  We are sorry to hear of our guests' visit. We will be emailing the guest a gift card for a return visit. We appreciate the opportunity to address our guests concerns. We look forward to serving Mr. **** and his family again.

• Initial Complaint

  Date:01/16/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Waited to be seat for 17 minutes. There was no one in line nor was there any wait. The restaurant was very slow. Our food was cold and tasted burnt. It was nasty and I'm very disappointed. I spent $70.85 and want reimbursed for my meals.

  Business Response

  Date: 01/17/2023

  Thank you for giving us the opportunity to address our guests' concerns. We have communicated with Ms. ******* and will be sending her a gift card to use on a future visit. 

  Customer Answer

  Date: 01/23/2023

   
  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

  Date:12/31/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Order# ***************** Check #****** order was made online for togo at 4pm. I ordered a family meal for 4 the Seaside shrimp trio it cost $61.49 alone I got a small container of pasta for a toddler, the shrimp scampi was cold the butter was stiff on it and the fried shrimp was cooked to hard not chewable. The biscuits looked liked they were smashed on the ground then thrown in the box they were ice cold. I also ordered a lobster pizza the pizza was super dry and cold tasted disgusting ( my daughter picked up the order so she did not look to see what was in the bag). I also ordered a 1/2 gal of raspberry tea I got four small cups of tea with melted ice like the drinks were made a hour before I picked up the food. When I came to look at the order I tried to call to the restaurant to speak with the manager. Laura L**** got on the phone and before I could tell her I wanted a refund she hung up on me. Then I called back and one of the staff members also hung up on me. Now before this happened after I paid for my order online I noticed that the order was incorrect so I called. I spoke with Laura Leigh who transferred me to a young man who she said was in charge of the togo online orders. This young man pretended to have a accent and he kept asking me did I order a bake potato I told him no I ordered a sided of mashed potatoes so he said it again oh you want a baked potato I said no I ordered mashed potatoes I then heard the staff laughing in the background and realized he was doing it on purpose. When I got to the restaurant to bring back the food and ask for a refund no hostess was at the front so l waited and then I seen a man at the bar his name was Brian he was also rude. I gave him the bag and told him I wanted all my money back including the tip. He took the back in the back Laura Leigh the manager never spoke to me on the phone and she didn't come up to address my concerns. The staff was rude because their manager is rude. Full refund is requested

  Business Response

  Date: 01/06/2023

  Thank you for giving us the opportunity to address Ms. *****s concerns. We have reached out to Ms. **** and a refund has been processed. We will be sending her a gift card to use towards a future takeout order. We look forward to serving Ms. **** again.

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Corporate has emailed me and assured me that this is not how Red Lobster conducts business and my money has been refunded as I requested. For this reason I am satisfied with their response.

• Initial Complaint

  Date:12/30/2022

  Type:Customer Service 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 Thursday, December 29th, my husband and I decided to go out for dinner. We were excited to see upon our arrival to the Duluth, GA Red Lobster off of Pleasant Hill Road, that it did not appear to be crowded. This was probably around 7 or 730pm. When we got in, we were seated immediately. We ordered stuffed mushrooms, the salmon, a surf and turf, sweet tea, and a Heineken. When our server returned, she brought out the stuffed mushrooms, the biscuits, and my sweet tea. My husband reminded her to please bring his Heineken. After finishing our mushrooms, and biscuits, we were given the main course, and yet, still no Heineken. We reminded her about the Heineken, again. We were then given our salads, AFTER the main course had already been out, rather than BEFORE the meal, and at this point, still no Heineken. We asked her again. This time, we were told that the order for the beer had been put in but that the bartender notified her that the restaurant was out of Heineken on draft. We had never asked for draft, as bottle would have definitely been preferred, anyway, but the fact that this was never even presented as an option was just another disappointment to the whole dinner. We asked to speak with the manager. After waiting for about fifteen minutes, we asked her again. She said she had already notified the manager, so we waited a little while longer. Before leaving, we notified our server that we would not be paying, as it was clear to us at this point, that the manager was refusing to come out to speak to us. In all my 79 years, I have never walked out without paying, but then again, I have never had an establishment's management refuse to even come speak to me, even if the end result wasn't in my favor.

  Business Response

  Date: 01/05/2023

  Thank you for bringing Mrs. ********** concerns to our attention. We apologize for the poor service and that a manager did not address her concerns. We will be following up with our management team to ensure our guests receive the service they expect from Red Lobster. We have reached out to Mrs. Freeland and offered our apologies. We will be sending her a gift card to use for a future visit.

• Initial Complaint

  Date:12/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Date of Transaction: November 30, 2022Amount Spent: $105.99My husband and I dined at the Red Lobster that is listed. We placed our order and it was brought out by Brittney. Please keep in mind that there were only three couples in the vicinity that the incident occurred. My husband and myself and two other couples. Also keep in mind that were are African American and the other two couples were Caucasians. Brittney initially went to the couple who were sitting at the bar, she placed the plate in front of the gentleman, he made the remark the order was not theirs. She then went on to the other couple, again set the plate down and was informed the order was not theirs. She then walked past us and went back to the kitchen. She came back out and set the plates in front of us. During this time of COVID and other related illnesses, we were upset that she brought it to us after setting it down in front of four other people. We asked to speak with the manager. We explained to her the situation to her. She asked did we want to have it remade. She then went onto to try and justify why Brittney did what she did. The manager then took the orders back to the kitchen, however, we believe that the order was not remade because the crab legs and the lobster tail were cold. This left my husband and I very frustrated. After thinking about this, we decided to contact Guest Relations. I spoke with Kristie on December 2, 2022. She informed me that the Director of Operations would contact me no later than December 5, 2022. Today is December 8, 2022 and I have yet to receive any contact from the Director of Operations. Based on the experience that my husband and I had, we feel that at the very least the General Manager, Director of Operations should reach out to us to discuss a resolution to the issues.

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/14) */ Thank you for allowing us to address Ms. *****'s concerns. Our Director of Operations has recently spoken with Ms. ***** about her visit. Our Leadership Team will be addressing these concerns internally with our managers and staff. Consumer Response /* (2000, 7, 2022/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 placed an order for the 'NEW! Lobster-Topped Stuffed Flounder' on 11/26/2022 at the Tucker, GA location, and the order was prepared terribly. I placed this same order on 9/21/2022 and LOVED it, which is why I bought again. The fish tasted undercooked, there was NO lobster anything in sight. They slabbed two pieces of SHRIMP (see pictures) with some dried-up stuffing to the side of the container. And whatever kind of rice that was, was NOT orzo's rice. Not even the biscuits tasted any good. I was extremely saddened and disappointed with the entire order. I won't be returning back to that location, or quite frankly any Red Lobster location for that experience again.

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/12/06) */ Thank you for giving us the opportunity to address Ms. ******'s concerns. We apologize for the poor preparation of her meal. A refund request has been submitted for her order. We will also be sending her a gift card to use for a future visit. Consumer Response /* (2000, 7, 2022/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their response is satisfactory for the restaurant experience.

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service 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.

  We had reservations at 8 on Nov 19th 2022 to celebrate my brother's birthday... I ordered the Seaside Trio/with the salad (as usual) a frozen drink I have ordered before (so I am familar with the taste) & Vanilla Bean Cheesecake... so the 1st thing to come was the drink.. it had no liquor in it at all, I had my daughter taste it, she said the same thing, I ask my brother about his drink, he said it was STRONG, so I thought perhaps it wasnt blended well & my daughter siphoned the liquid off the top thinking it was just pooled there, Nope, that wasnt it. I stuck the straw to the bottom, nothing down there. My brother was commenting about how strong his was so I thought perhaps they put my alcohol in his ?? anyway eventually I complained & she said they could remake it but in an effort to be fair (since I had drank about 25% of it) my daughter just suggested to bring the shot to the table & I would mix it in... so thats what she did. Next issue, we got our food before we got our salads, we actually had to ask for them because no one realized that we never got them, my daughter ordered lobster bisque, we had to ask for it.. they eventually brought out the salads & her lobster bisque. My brother had order the brownie dessert when he ordered his food, they never brought it, We were getting our checks & had to ask for it before we left... I got the Vanilla Bean cheesecake to go, we sat for another 15 (ish) minutes after they brought the cheesecake, We drove 30 minutes home, I began eating the cheesecake & it was frozen in the middle.. (which means it was completely frozen when they gave it to me) The waitress was very sweet, her disposition made up for the mistakes & she seem genuinely sorry about the issues we had... but when I looked at my check this morning & noticed that they charge me for the shot that I didnt get in my Strawberry Margarita. REALLY ?? I tipped our waitress very well (over 20% in cash) & so did my daughter, we didnt blame her for the drink issue, the cheesecake would not have been her fault (I dont think,??) but I was willing to let it all go... the fact we didnt get our salads before we got the hot food, the fact they never brought my brothers brownie dish... but even after we left y'all couldnt get it right ?? ... frozen cheesecake & you charged me for the shot that should have been in the Margarita in the 1st place ..really Red Lobster. ?? .. everyone talks about the decline of Red Lobster but I still love the food, the portions are smaller ((my brother added the lobster tail to his dinner & it was the size of the ones my Grandbabies got a Papadeauxs... (ages 5 & 7 at the time) )) I guess I see what ever one is talking about... Just really unacceptable.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/30) */ Thank you for giving us the opportunity to address Ms. *****'s concerns. We have reached out to Ms. ***** and will be sending a gift card for her to use on her next visit. We look forward to serving Ms. ***** in the near future.