ABSOLUTELY PATHETIC -- RED LOBSTER IN GRESHAM, OREGON
In all my six decades of living, I cannot remember ever experiencing restaurant service this unbelievably BAD.
We came to the Red Lobster on NW Burnside Road in Gresham to celebrate my brother's 64th birthday. More than 20 family members gathered for what was supposed to be a beautiful celebration. Instead, it turned into an absolute disaster.
We had reservations, yet we sat there for OVER TWO HOURS WITHOUT GETTING OUR FOOD.
Let me repeat that: MORE THAN TWO HOURS.
Our waiter appeared completely overwhelmed. He was visibly sweating, extremely scattered, unable to focus, and seemed to have difficulty remembering even basic requests. I don't know what was going on with him, but he clearly did not appear capable of handling a party our size that evening.
There was NO SILVERWARE. NO WATER. NO STRAWS. We had to repeatedly ask for the most basic things you expect when you sit down at a restaurant.
And the biscuits? This was almost comical.
There were more than 20 people sitting at this table, and he would bring out approximately THREE BISCUITS AT A TIME TO EACH END OF THE TABLE. People were sitting there hungry, waiting for hours, while a handful of biscuits were being passed around. It was absolutely ridiculous.
But the biggest failure was MANAGEMENT.
The management was PATHETIC. Where were they?
Nobody properly came out, took control, addressed our entire party, explained what was happening, or made the situation right. They didn't do a damn thing that made us feel like our time, our money, or my brother's birthday mattered.
When more than 20 customers with reservations have been sitting in your restaurant for HOURS without food, A MANAGER SHOULD BE AT THAT TABLE.
Where was the leadership?
Where was the accountability?
Where was the apology?
Where was the solution?
NOWHERE.
To make matters worse, another large party of around 20 people who arrived AFTER US was being served while our table continued sitting there hungry.
How does that happen?
My husband and I finally had enough. After traveling nearly AN HOUR to get there and sitting for more than TWO HOURS, we got up and LEFT WITHOUT EATING A SINGLE MEAL.
I was done.
I later learned that apparently things didn't improve after we left, and I was told that the rest of our party never ended up getting their meals either. If that's accurate, that takes this situation from terrible service to a complete restaurant failure.
I understand restaurants get busy. I understand kitchens get backed up. Employees call out. Things happen.
But when things go this catastrophically wrong, MANAGEMENT IS SUPPOSED TO MANAGE.
Come to the table. Explain what's happening. Apologize. Find a solution. Take responsibility. MAKE IT RIGHT.
Instead, we were left sitting there hungry, confused and increasingly frustrated.
My brother gets ONE 64th birthday. We cannot get that evening back.
What should have been food, laughter, family and celebration became frustration, hunger and people eventually giving up.
And here's the part that says everything:
I WENT TO RED LOBSTER FOR DINNER, SAT THERE FOR MORE THAN TWO HOURS, LEFT WITHOUT EATING, DROVE HOME AND HAD TO COOK MY OWN DAMN DINNER.
Think about how badly a restaurant has to fail for a customer to say that.
I wasn't mildly disappointed.
I WAS ANGRY. I WAS DISGUSTED. I WAS HIGHLY DISAPPOINTED.
Red Lobster Gresham, you didn't just drop the ball. You completely ruined what should have been a special family celebration.
The service was chaotic. The communication was nonexistent. The management response was pathetic. And allowing a reserved party of more than 20 people to sit for hours without being properly served is simply unacceptable.
ZERO STARS if I could give it.
I will never forget this experience--and I WILL NEVER SPEND MY MONEY AT THIS LOCATION AGAIN. read more