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| - I have been a loyal customer to Red Robin for quite some time (as evident by my Red Robin Loyalty Card). My family and I enjoy the atmosphere, the food, and the memories we have formed throughout the years (as evident in our countless family pictures at their establishments). However, I have to review my last dining encounter at their restaurant as a complete and utter disaster. I should start by saying that on this particular day, both of my boys and myself were celebrating the fact that I had completed my Bachelor's degree. So once again, we chose Red Robin to celebrate this occasion (we had previously been to another Red Robin restaurant to celebrate my son's 10th birthday only 13 days prior). It started out like a normal experience, the hostess sat us down and our drink order was taken. On a side note, the freckled lemonade was delicious. My boys ordered their usual mac and cheese and chicken strips. I finally ordered the D.B.G. burger (new item). Long story short, our food came, we started eating and after several checkups from our server and a refill of fries and drinks things took a turn. I had eaten my burger about ¾ of the way when I noticed something different. I thought for a moment that it could have been a thin piece of grilled onions, then I realized my burger didn't have grilled onions. I opened my burger and there it was. . . .a cricket.
From that point, I took a picture, notified our server which notified the manager on duty. He was very apologetic, mentioned that this had never happened before. He asked me if I was okay and I told him that I had no words. He followed up by saying that we did not have to pay for our meals that afternoon. There was no exchange of anything, they didn't know my name and they certainly did not ask for my number. After everything was said and done, I emailed corporate and sent them the pictures along with my side of the story. I was contacted by the senior manager from the store and was assured that they had taken steps to make sure this situation would never happen again. He mentioned how he wanted to make everything better and wanted to invite my whole family back to his establishment. I told him that what I wanted was to be acknowledged and to not have this happen to anybody else. He insisted that we needed to come back and told me that he was to send a gift card so my WHOLE could have a better dining experience. I received a $30 gift card with no note. Again, I have no words. Thank you for making me feel like a valued customer.
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