Complaints

• 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. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/05/2024 we went to Red Lobster Store #****, our favorite restaurant, to enjoy a family celebration. As we were eating my daughter said that her food didnt taste quite right. Very soon after that she became extremely ill. I rushed her to the bathroom where she was violently throwing up. I had to ask the waiter for a bag to take in the car for my daughter because she was throwing up so much. The waiter assisted us and appeared to be very helpful and concerned. He also had the Manager come to our table. It was clear we didnt eat our meals and our evening and celebration was totally ruined, however the Manager decided that he would only refund my daughters meal, but because we could not finished our meal the Sum to be refunded should have been $101.90. We werent about to debate this with him because we had to get my daughter home immediately. Upon our arrival at home both I and my Spouse became ill also with unexplained upset stomachs resulting in several bathroom visits too. Obviously the food at this restaurant made us all ill, ruining our family celebration and a total refund of $101.90 should have been made instead of just one meal.Sincerely,

  Business response

  09/13/2024

  We are sorry to hear of her unpleasant experience. Our restaurant manager has reached out to Ms. ***** and addressed her concerns. 

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am receiving unsolicited Red Lobster mailers to an individual that does not live at my address. I am attaching an image of the mailer. I also request that all mailers sent to my address stop.

  Business response

  09/09/2024

  This offer is not from Red Lobster. The use of the Red Lobster name or logo does not mean we endorse the offer or are affiliated with the company as we try very hard to maintain our reputation.
  
  **************** was advised to contact the company extending the offer to be removed from their mailing list.

  Customer response

  09/09/2024

   
  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,
  
  ***********************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Before you enter the store there is a sign that states if your server doesnt ask you for a appetizer get one free this is simply not true as the GENERAL MANAGER **** is cashing out the appetizers to the servers. Essentially forcing the server to pay for the appetizer. This is illegal. She also does not let them know before she cashes out something and just tells them they should have asked the table for an appetizer. This GM needs a serious class on what is legal and illegal for servers ! She needs training on how to talk to people too.

  Business response

  09/09/2024

  We appreciate **************** sending us this information. We have reached out to her asking for the restaurant location. We have not yet received her response. Once we do hear back, we will investigate further with our management team and Employee Relations. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was removed by law enforcement all because I I ask the gentelment at front desk to charge my phone and someone who claims to be the boss told him he can't not charge my phone unless I was a customer so I proceeded to sit down and order of the menu the guy came up to me and ask what I was ordering and I said its not your concern at the moment I already had order he was just trying to bully me around and told his workers to refuse any orders I placed and had the police come and ****** me out and I'm also an employee right outside from the business he embarrassed me in front of everybody I was treated wrongly

  Business response

  09/03/2024

  We are sorry to hear that our staff was unfriendly to **********************. We have asked our Director of Operations to contact ********************** to address this matter personally. 

• Initial Complaint

  08/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  To Whom it May ********* placed an online take-out order with your restaurant on 8/11/2024 at 4:00 pm. I picked up the order and when I got home the Crab legs were missing. My bill, they were checked off on the receipt. Red Lobster Restuarant #**** ******************************************* I should also be compensated for the meal. Please look into this matter.Respectfully,

  Business response

  08/14/2024

  We apologize that our guest did not receive everything in her takeout order. A refund request has been submitted for the order. She can expect the funds in her account within 10 business days. 

  Customer response

  08/14/2024

   
  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

  08/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a soup and salad combo on Thursday August 1st at around 1:00 pm. I ended up with food poisoning and was under the care of a doctor from it. I had to report to my doctor twice because of the severity of it. I tried to report it to the establishment but I keep getting the run around.

  Customer response

  08/10/2024

  I contacted the establishment again today and I spoke with ********* and she asked me what they are supposed to do about it and then hung up in my face. I called multiple times and she proceeded to accuse me of lying because she said she worked there for over 25 years and never heard of someone getting sick. The manager refused to take my call. I have a diagnosis of food poisoning for which I provided but no one at that establishment is trying to help. If this issue is not resolved I will contact a lawyer. 

  Business response

  08/14/2024

  We are sorry to hear of ****************** experience. We have submitted an insurance claim for our guest. She can expect an agent to reach out to her for next steps in claim processing. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my family to Red Lobster for a meal. What I was hoping would be a decent meal, but instead I got bad translucent and barely edible food and a good pair of boots ruined that cant be replaced. I reach out to the manager because my complaints at the location the night I dined there went unanswered. He faulted me for waiting a a day. However, I was being considerate as a long time hospitality employee I know that Saturdays are a super busy day so I waited until Sunday to call and speak to the manager. I dined there in a Friday late night. Long story short, he sent me a $50.00 gift card for a nearly $400.00 inedible meal to where we had to send food back and when it came out again, it was still Terrible, translucent, nothing that we would trust to consume. They spilled food, sour cream to be exact and ruined my $400.00 boots never even offering an apology or anything to clean them on site so that they did not stain, which they did. I reached back out to the manager via email a second time (after the issuing of the $50.00 gift card which felt like a slap in the face since I suffered the loss of my boots and we all left hungry) when I found out that my boots were ruined for good and was ignored ever since so I decided to come here and file a complaint. Not to mention that I clearly told him that I had no desire to return and he still sent the gift card as opposed to a refund and told me that if I had reached out the next day instead of the second day, he wouldve issued a refund. Being a long time employee in the industry, it was an embarrassment how he handled this.

  Business response

  08/15/2024

  To respond more personally to Ms. ********* concerns, our Director of Operations has reached out to her about this situation. 

  Customer response

  08/15/2024

   
  Complaint: 22115782
  
  I am rejecting this response because: they have not yet reached out to me or resolved anything yet. Someone reached out to me to tell me that someone else would be reaching out but it hasnt happened yet so Im waiting. 
  
  Sincerely,
  
  ******** *******

  Business response

  09/04/2024

  Our Director of Operations has already spoken with Ms. ******** A refund request was submitted for her visit. Also, an insurance claim was initiated through our carrier Zurich for her boots. Ms. ******* will need to provide documentation to our insurance company for her claim. 

  Customer response

  09/05/2024

   
  Complaint: 22115782
  
  I am rejecting this response because:

  theyve waited so long to respond to me and address my issues and so many months have passed that I do not have the documentation of my credit card that they are requesting in order to process refund. I would just appreciate if theyd issue a refund or look it up themselves. I do not have hours or possibly days to figure out which of my multiple credit cards I used and provide that information. I would have to call and order statements from every card to determine. If they didnt ignore me for many months, it wouldve been easier to remember. Even now, the woman called me, I missed the call and then I called her back for weeks and got no response. It wasnt until I emailed corporate did someone get back to me but he wasnt even from the right store to help me and then the woman who is from the correct location was supposed to call me again on Monday, its now Thursday and shes yet to call. I've had enough of waiting for them. I provided proof of my boots including photos of the actual box which shows a picture of the actual boots, and the boots themselves. They know what I paid for my meal that night from the initial complaint. They are just playing games at this point and I would just like what I requested to be resolved now and be done with it. 
  
  Sincerely,
  
  ******** *******

  Business response

  09/30/2024

  We have asked Ms. ******* for specific payment details on multiple occasions. Without a check number or her payment details, we are unable to extend any compensation or file a claim on her behalf. She has not provided us with the information we require. 

  Customer response

  10/01/2024

   
  Complaint: 22115782
  
  I am rejecting this response because:

  This is my response to them. And I wouldnt even have the check number. How would I have that? They should have that. See message below:

   

  *****, with all due respect, but if you responded in the first several months of my trying to reach out to your establishment and didnt ignore me until over a half a year later and me having to reach out to the better business bureau, I may have had more information handy. Now you expect me to jump through hoops and call over a dozen credit card companies and have them send me multiple months worth of statements so that I can waste hours of my time going through them? No, you dropped the ball here. Your company is in the wrong. My life has already been inconvenienced by this. All I am asking for is compensation for my ruined boots that anre no longer available to replace and the inedible meal. Also, at my initial contact, all of the necessary information was provided so perhaps you could go to the general manager who dealt with me from the beginning and then chose to ignore me. I could file additional complaints and I will if necessary. All of this information was reported to you less than 48 hours after the incident and if someone, a manager, wouldve done their job while we were there on the spot, this wouldnt be an issue still. I could tell just by the lack of response at this point, that there is a problem with your company. What happened to the woman who was supposed to be dealing with it, she literally never called me back? I called her at least a half a dozen times, Or the man after her? Again, never heard back. Only you, several days after I reach out with no solution, only further beating around the ****. 

  
  Sincerely,
  
  ******** *******

  Customer response

  10/25/2024

  This is a lie. They never called me again. I have reached out to them on a dozen different occasions. They know the check number. I called two days after the incident and they had it then. They are just incompetent and unreliable. I am not satisfied with the resolution as they ruined my several hundred dollar boots that I loved and I was charged nearly $400 for a bad meal that was not edible. Now I see why they are closing down. I want my refund and my compensation for my boots and I will take this further because I am not okay with the way this was handled. 

*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. ↩