ComplaintsforRed Lobster Hospitality, LLC

• 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. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  on 5/19 the to go order was bad (overcooked and tough shrimp)contacted them 4x with not even a response. feels they don't even care enough to say they are sorry, and try to work with a customer who HAD visited them often in the past...more than a bit disappointed... others and you (BBB) need to know how their attitude and quality has greatly diminished!

  Business response

  06/11/2024

  We have reached out to **************** about his concerns. We are sorry that his meal was not prepared correctly. We will be sending **************** a gift card to use towards a future visit with us. We look forward to serving **************** in the near future. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a burger, chicken fingers, and clam chowder. The clam chowder had no taste and was look warm at best. I asked for Splenda when we ordered our drinks and the waitress never even responded. Then, she brought them when the food came. She never refilled drinks or brought additional biscuits. Finally, I asked about the biscuits so she brought them. The burger was tough and the chicken fingers were green. We were told that is normal because of the breading.

  Business response

  06/13/2024

  We have reached out to our guest regarding their concerns. Once we hear back from our guest we will be happy to fully address their concerns. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4-25-2025 made a online pickup in restaurant order at the Red Lobster restaurant Located at ********************************************************************* Ticket # ****** Transaction #n ***************. I went into the restaurant on time to pickup my order at the time specified but had to wait additional 20/25 minutes. I was sorry it took so much longer but I watched the tv.When the order came to me I paid the amount on the receipt but I didn't leave a tip. The order cost amount was $41.39 w/tax she brought the order out to me and that was it, nothing special happened. When I got my credit card statement I was shocked to see that a $10.00 tip ad be fraudulently added (I did not authorize nor authorize a tip). I have order from this restaurant before and never had a fraudulent tip added I can show this manner of payment with the receipt I still have dated 5-11-2024. No tip was added nor fraudulently added it was correct on my credit card statement.I deplore the action of this employee named ***** on the receipt, STEALING. May she felt because of the situation going on with the Red Lobster she obviously thought she could get away with it, maybe this an ongoing action by her. This time she was caught because I always go over all credit card charges .

  Business response

  06/13/2024

  An internal investigation will be conducted by our corporate security staff. The investigation will be very thorough and the appropriate actions will be taken if the investigation conclusively proves anything other than a simple human error transpired regarding the gratuity. A refund for the $10.00 gratuity has been submitted. Our guest can expect the funds within 7-10 business days. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #*********** Jun 03, 2024 at 8:19 PM I never received this order. Instead what I got was 5 small stuffed mushrooms and chicken. I am requesting a full refund. I didn't even get any biscuits.

  Business response

  06/05/2024

  Our team had provided Doordash with the correct order. Our guest can reach out to ******** for a refund authorization or dispute the charges. 

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct 27, 2023 we ordered a meal on line to be delivered to my parents' apt at a retirement facility. Upon opening the contents, we discovered that one meal itself was missing and sides from 2 other meals were missing. I pre-paid on line. On the receipt the Shrimp Rangoon platter was lined through with an x. I immediately called the restaurant back and spoke to a manager( *****). She explained that they don't have the platter anymore so it should not have been on the menu and that she would just credit the entire bill so they didn't have to bring our sides back out and we would not pay for food we didn't get. 2 months later, we still had not received the credit so i called the restaurant and talked to *** who told said he would submit it again. He said sometimes it takes 2 months to hit so we waited again and we still don't have a credit. Its May now and we have not even been credited for a meal that they admitted should not have been on the online menu to order in the first place much less the sides we did not get. If we had know, we would have made them bring our sides back out and a new meal for me to replace the one they crossed off the receipt yet still charged us for. My parents were 89 and 90 years old and we just didnt want them to have to wait any longer for their meal so the refund was ok and we made do with what we got. Had we known it would *********** months to be credited, we would have handled this differently. Needless to say- we do not order on line anymore.

  Business response

  05/30/2024

  A fraud dispute has been initiated; therefore, since an investigation has already been initiated, we are unable to submit a refund request. The guest may follow up with their financial intuition regarding the dispute status. 

  Customer response

  06/04/2024

  See attached letter from the credit card company -  we had only filed the dispute when we originally didn't get the credit.  The credit card company denied the dispute back in December and put the charge back on our card saying Red Lobster said they had not violated the terms and conditions of the sales agreement. . The issue was that we didn't receive our sides nor one entree that was on the menu that we prepaid for online. The Shrimp Rangoon platter was on the menu, billed and i paid for it yet we never received as well as other sides not delivered. The credit card company put the entire charge back on our account without  questioning the fact we did not receive all our goods that we paid for

  Even though you may not honor what we were told up front concerning our bill.. we are at least owed the $38.99 for the platter that should have never been on the menu to start with and i was charged for and never credited. If you can't get the charge back on our card, you could at least give us a gift card for the amount.

  Customer response

  06/10/2024

   
  Complaint: 21760542
  
  I am rejecting this response because the credit card dispute which we filed originally was rejected on December 20 due to the fact there was a receipt for our purchase They didn't ever ask or care why we actually disputed the charge. The fact that we were billed for something that didn't exist in the restaurant but only on line didnt matter. they said there was a signed receipt ( which we prepaid on line) and signed delivery. Yes - we signed ******* we were told we were going to be credited by the manager. They put the charge back on the card which is why we started calling the restaurant again about the refund. we did not follow up with the dispute on the card becuase *** at the restaurant said he would submit the refund request again since the charge was back on our card. If we had gotten the refund we were told we were going to receive to begin with- we wouldn't have disputed the charge. Since they denied the dispute and put the charge back on our account, Red Lobster in any case at least owes for the $38.99 for the Shrimp Ragoon Platter even if they will not honor what we were told up front since we didnt receive our side either... if it cant be refunded., at least give us a gift card for the platter we did not receive and were billed for,
  
  Sincerely,
  
  *****************

  Business response

  06/13/2024

  Although we are unable to process a refund due to the fraud dispute with his financial institution, we will be happy to issue a gift card for the missing platter. The guest will receive the gift card to his email address within 24 hours. Thank you. 

*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. ↩