Red Robin Canada - Surrey

I have been a loyal customer for lunch for many years and always looked forward to getting my favorite Banzai Burger every month. Recently, they changed the burger to a smash burger, which in my opinion was not a good decision. The classic and delicious Banzai Burger is no longer as juicy, flavorful, or satisfying as it used to be. It now resembles a fast food burger with a different bun and texture. It is disappointing that one of my favorite burgers is now gone. I will have to remove Red Robin from my list of go-to lunch spots. It's a shame that they tried to fix something that wasn't broken.

This restaurant had the worst service I've experienced in a long time. They never checked on us, the side plates were dirty, the table was not cleared, drinks were not refilled, and the carpet needed to be vacuumed. We had to get up and ask for napkins. It took over an hour for our 2 burgers to arrive, and one of them had onions when it wasn't supposed to. The server disappeared after dropping off the appetizer and didn't return until the main dishes were brought out, at which point she finally cleared our table to make room. I won't be returning to this restaurant.

Red Robin is not allergy-friendly. Despite having clear allergen information online, my family (which includes a child with nut, egg, and seafood allergies) has experienced allergic reactions during our last two visits. We tried adjusting our order by opting for a lettuce wrap instead of a hamburger bun, but unfortunately, the staff showed no concern. There was no empathy, apology, or attempt to investigate what might have changed in their kitchen. It was a disappointing and negative experience for a child who used to enjoy dining at this restaurant.

Every time I visit this particular Red Robin, the experience has a pattern: first, I wait over 15 minutes to be seated. When it’s cold outside, I end up next to a chilly window with no heating. Additionally, I often find myself next to boisterous children because the bar area is unavailable, even though I see patrons being served there. Each visit feels like pure chaos, but I usually enjoy the food. Unfortunately, that wasn’t the case this time. Yesterday, I endured a long wait for service, and, as I mentioned, I was freezing. I brought this to the attention of our server, who tried his best to help. He informed me that only the manager could adjust the temperature control. What kind of establishment restricts its staff from making such adjustments? Are they really that cheap? In an effort to make amends, they provided us with a complimentary basket of bottomless fries. You might think this is a nice gesture, but it felt more like a tactic to fill us up so we wouldn’t order other, pricier options. As a fry lover, I couldn’t resist trying some, but they were cold and tasted off—not at all appealing. I can’t fathom how they messed up something as simple as fried potatoes. They must have been very old. My partner ordered a milkshake while we decided on our main orders. After a few sips, he described it as subpar, comparable to Burger King's, despite the significantly higher price. He recalled it being better in the past and mentioned this to the server, who summoned the manager. She eventually took it off the bill and removed the drink, although she repeatedly denied any changes to the recipe while offering him a replacement he wasn't interested in. When our food finally arrived, it didn’t taste bad, but it was just warm enough to diminish the overall experience. I can tell when food has been left to sit and cool off, and that's clearly what happened here. By this time, the managers had begun checking on us, likely due to our repeated complaints. I feel a bit guilty about it, but I genuinely want to see improvements. We informed them that our food was cold, to which the manager responded by stating she personally brought the food to us as soon as it was ready—suggesting that it couldn’t have been that cold and perhaps deflecting blame. While she may have indeed rushed it over, that doesn't change the fact that it was cold, a matter solely on the chef. Anyway, the staff did try to make things right by offering interchangeable sides and even sent us home with some fancy fries. After microwaving some of the food this morning, it tasted much better than it did yesterday. And yes, there was a baby screaming at the table next to us throughout the entire ordeal. Even if Red Robin's food were absolutely amazing, the noisy children and uncomfortable temperatures make this location one to avoid.

The food is quite good, but the service could use some improvement. Every time we visit, it seems like there’s an issue. I went the day after my birthday with a group of friends, and several orders were mixed up. We ordered garlic French fries, but they were served the regular kind. Although we mentioned it, they never brought the correct order. We also ordered a sandwich that came without bacon and a drink with tequila, but one was served with a sugar rim and the other with salt, plus they were in different-sized cups. Some of the dishes didn’t look like the pictures. I requested a more private table, but we were placed in the middle of the room. When we asked to be moved, it seemed like they didn’t care. Many of my friends had similar complaints.