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Post by Bridget in MD on Aug 26, 2019 10:50:01 GMT
**UPDATE** I didn't have a chance to go back to the restaurant, so I sent an email to HQ. I got back a response that they cannot apply 2 promotions/rewards, so... tough shit (LOL obv not those words). So I called and spoke to a representative, and she confirmed they don't allow 2 rewards to be used, BUT they should have taken off the higher reward (the onion rings), and she saw they took off the burger ($7.99). So she offered me a $5 GC to use, and loaded on my rewards card. So I feel a little better =) ****** I got an email from Red Robin that said "free appetizer with $10 purchase". (I'll try to attach the ad here). I am also a Red Robin loyalty rewards (whatever you call it) member. Before we ordered, I told the girl I had received the email for a free app, and we ordered one. We normally don't, but it was a treat. When the check came, before I ran my loyalty card, the app was not removed from the check. I thought, oh maybe I have to enter my card for it to be taken off. So I ran the card, and rechecked the bill. They took a hamburger off because I guess part of their rewards system was "buy 9 burgers, get the 10th free." I called the waitress over and she checked the bill and said that it took off whatever reward was next in line (which I guess was the burger?). I was like ok but this was a totally separate promotion. She just said they really don't have much control over the program, and wasn't much she could do. My kids (teenagers) were getting embarrassed, but I said, "I guess I don't understand - and we wouldn't have ordered the app had I known." I guess I was expecting the app to be taken off, and the burgers "count reward" to kick in whenever... I didn't realize I was up for a burger. My husband said, "they took it off." Yes, they took the burger off, but my bill was an extra $10 bc of the app we ordered (bc of the incentive). Oh well... lesson learned I guess. I was just wondering if peas would see it the way I saw it, or the way RR saw it? Attachments:
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Kerri W
Pearl Clutcher
Posts: 3,836 
Location: Kentucky
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Post by Kerri W on Aug 26, 2019 11:03:39 GMT
I don’t see it as any different than any other promotion/coupon that says not valid with other offers. You have to choose one. Your situation is unfortunate because it sounds like you didn’t know you had a free burger coming until after you’d swiped your card, thus “choosing” to use the offer attached to the card. I don’t think it was wrong on the part of RR but it would have been nice to know all the information at the outset.
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Post by mustlovecats on Aug 26, 2019 11:10:09 GMT
We have never had that problem with email rewards at RR. Typically if something is incorrect they will just fix it at the tabletop terminal. They will stack rewards al the time, it’s just a manual override.
I would take the email and the receipt to the MOD and see if they will fix it for you. Or email an image of both to corporate. I bet they do.
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Post by Bridget in MD on Aug 26, 2019 11:21:09 GMT
We have never had that problem with email rewards at RR. Typically if something is incorrect they will just fix it at the tabletop terminal. They will stack rewards al the time, it’s just a manual override. I would take the email and the receipt to the MOD and see if they will fix it for you. Or email an image of both to corporate. I bet they do. What is MOD? Ya, I guess I didn't understand I had another reward coming - and I was taking my family of 4 plus my parents for dinner, so I thought it would be a nice treat! (and it was but still! LOL) |
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Post by christine58 on Aug 26, 2019 11:43:38 GMT
Well I think you saved more by them taking off the burger.
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Post by Skellinton on Aug 26, 2019 11:48:08 GMT
MOD -Manager on Duty
Yeah, I think it stinks too. I agree that it is a separate promotion and you should have been allowed to choose which one you wanted to use if they weren’t going to stack them (which I think they should have). When I go to Fred Meyers and use my rewards rebate I am still allowed to use coupons, I know it isn’t exactly the same thing, but similar. At the very least, you should have been allowed to decide which was used,
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Post by Skellinton on Aug 26, 2019 11:53:15 GMT
Well I think you saved more by them taking off the burger. Not really. She wouldn’t have ordered the app without the coupon and she could use the burger next time they go. If she spent 40 this trip because they took the burger off, but got 4 burgers and an app, and next time she goes she just orders burgers and doesn’t get anything free and pays 40 for a total of 80, compare that too paying 40 this time because she got 4 burgers and the app free, and next time goes and orders 4 burgers but gets one for free and pays 30, she is only up to 70. |
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Post by dewryce on Aug 26, 2019 12:44:19 GMT
I agree you should have, at minimum, had a choice.
1) the coupon doesn’t indicate it can’t be stacked or state anything about rules & regulations that may not be mentioned directly on the coupon
2) this coupon has a close expiration date, I’m guessing the free burger doesn’t. Or, if it does, it is farther in the future
Some other issues I have
3) when you mentioned you had a coupon she didn’t bring up the possibility
4) you mentioned you had the coupon and she didn’t try and make sure you received your discount at the end of the meal
5) the “we can’t do anything” spiel. She could have checked with her manager and let you know that she had. It sounds like she DNGAF and treated you as such.
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gizzy
Pearl Clutcher
Posts: 2,553
Jul 20, 2014 1:06:15 GMT
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Post by gizzy on Aug 26, 2019 12:48:17 GMT
I've wondered this, too, except I forget about the email when we are there. It doesn't seem to add itself to your royalty card.
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Post by elaine on Aug 26, 2019 12:53:17 GMT
I hate Red Robin with a passion because we always have terrible service at the two near us. We gave each of the two close by 3 chances and had some incident that was poorly taken care of at each. We now only go if it is some function scheduled there by someone else, such as a fundraiser for our school, etc.
So, story doesn’t surprise me. Our MOD never took care of the missing food, late food, undercooked food (raw fish in fish and chips), to our satisfaction. I wish you luck in getting it resolved.
They should have allowed you to use the coupon since you stated you wanted to and if you couldn’t cash in a reward at the same time (the free burger), then they should have left that in your account.
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Anita
Drama Llama
Posts: 5,891
Location: Kansas City -ish
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Post by Anita on Aug 26, 2019 14:10:19 GMT
Our RR has always let us stack promotions. Weird. Sorry they wouldn't do that for you.
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Deleted
Posts: 0
Aug 18, 2025 19:59:07 GMT
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Post by Deleted on Aug 26, 2019 14:18:48 GMT
The coupon for the app states “at participating locations”. Perhaps this RR you went to doesn’t participate in those types of promotions?
ETA, if that was the case, the waitress should have informed you that they do not though.
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Post by Lexica on Aug 26, 2019 14:20:43 GMT
I think your wait person just didn’t know how to do it and didn’t bother to ask the manager. They are separate promotions and you should have received both. I would email the corporation and they should handle it appropriately.
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Post by oliquig on Aug 26, 2019 14:31:29 GMT
I would have asked to speak to a manager. Explain that you didn't realize you were due for a reward and explain that you would rather have the app for free and save the burger for your next visit.
Now I would contact corporate and explain the same. Always try to handle restaurant issues while at the restaurant, it you don't understand something, ask to speak to a manager. They want you (or they should) to leave happy.
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Post by myshelly on Aug 26, 2019 14:44:48 GMT
If the bill is wrong, running your credit card is never a good solution.
I would have called a manager to the table before paying for anything.
I’ll never understand pea threads about stuff like this. Take care of it appropriately in the moment.
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moodyblue
Drama Llama
Posts: 6,381
Location: Western Illinois
Site Supporter
Jun 26, 2014 21:07:23 GMT
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Post by moodyblue on Aug 26, 2019 14:46:13 GMT
I would have asked to speak to a manager. Explain that you didn't realize you were due for a reward and explain that you would rather have the app for free and save the burger for your next visit. Now I would contact corporate and explain the same. Always try to handle restaurant issues while at the restaurant, it you don't understand something, ask to speak to a manager. They want you (or they should) to leave happy. This. I think the waitress didn't want to bother messing with this, and by accepting her weak explanation and not asking for a manager to deal with it, it worked for her, but not you. |
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nogfz
Full Member
Posts: 226
Aug 3, 2019 21:32:31 GMT
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Post by nogfz on Aug 26, 2019 14:48:05 GMT
We ate at Red Robin one and one time only. The service was lackluster and the food was not that great.
The kicker was how much we were charged: $104 for 4 burgers, two cokes, a water and a beer. And the burgers were just regular burgers, nothing fancy:
Burger 1: Plain, bun and meat.
Burger 2: Cheese, lettuce and onion
Burger 3: Cheese, lettuce and tomato
Burger 4: Cheese, lettuce, tomato, onion and pickle.
The explanation we were given for the high total? The burger toppings were a la carte. We were charged $4 just for the two tomatoes. WTH?
Also, we were charged for what we'd believed was a complimentary appetizer. When 2 of the burgers were way undercooked, the mgr asked if he could get us something as an apology and we agreed to a cheese curd appetizer.
Staff could not have cared less and the mgr was - of course - no where to be found.
So yeah, RR would have to be the last source of food on the planet before we'd ever eat there again.
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Post by chaosisapony on Aug 26, 2019 14:54:22 GMT
I'm not at Red Robin very often, maybe once a year, so I'm not familiar with their loyalty program. My initial thought is that as that you couldn't use two promos on one order. In any case, you should have been given an explanation and I wouldn't have left without them giving one or fixing the bill. You don't have to be rude doing it and it's a good lesson for kids. There's nothing to be embarrassed over.
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Post by Bridget in MD on Aug 26, 2019 15:46:49 GMT
If the bill is wrong, running your credit card is never a good solution. I would have called a manager to the table before paying for anything. I’ll never understand pea threads about stuff like this. Take care of it appropriately in the moment. Sorry, I meant, when I ran the rewards card (NOT my credit card), I thought they would take off the promotion. I ran that card and it took the burger off, and thats when I called the waitress over bc the app was still on there. |
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Post by myshelly on Aug 26, 2019 15:49:19 GMT
If the bill is wrong, running your credit card is never a good solution. I would have called a manager to the table before paying for anything. I’ll never understand pea threads about stuff like this. Take care of it appropriately in the moment. Sorry, I meant, when I ran the rewards card (NOT my credit card), I thought they would take off the promotion. I ran that card and it took the burger off, and thats when I called the waitress over bc the app was still on there. Ok. That makes more sense. Here we don’t have Red Robin cards, you just enter your phone number, so it didn’t occur to me that’s what you meant. Did you talk to the manager. |
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Post by Bridget in MD on Aug 26, 2019 16:05:07 GMT
Manager was no where to be found.... And because the waitress gave me the "there's nothing we can do, it just takes the first reward off the card," I honestly didn't think a manager could have overriden it either...
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Post by littlemama on Aug 26, 2019 16:07:35 GMT
I got caught in that same situation several years ago. It sucks that you dont know before you order.
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Post by Bridget in MD on Aug 26, 2019 16:10:14 GMT
Well I think you saved more by them taking off the burger. I thought so too - except the appetizer was $9 and the burger they took off was $8. |
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Post by papercrafteradvocate on Aug 26, 2019 16:26:17 GMT
The free app with a $10 purchase was a PROMOTION.
The free burger was a loyalty REWARD.
It wasn’t an “either/or” situation—You should have gotten both.
I would go back or call or email corporate and ask for a $10 gift card (or whatever the value of the supposed to be free appetizer cost.)
They cheated you out of using the promotion.
Your DH is wrong, and the server should have taken both and not made up lame excuses.
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Post by sunnyd on Aug 26, 2019 17:02:05 GMT
I agree you should have gotten both. I would call the manager today and get credit on my credit card or a $9 RR gift card for a future visit.
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Deleted
Posts: 0
Aug 18, 2025 19:59:07 GMT
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Post by Deleted on Aug 26, 2019 18:13:37 GMT
It wasn’t an “either/or” situation—You should have gotten both. I think it depends if the appetizer coupon is honored by that location. The coupon states, "At Participating Locations". If they do participate, then yes the OP should have gotten both. If they don't, then the waitress was wrong not to inform them of that and should have removed the charge from the bill. |
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Post by Bridget in MD on Aug 26, 2019 18:32:30 GMT
It wasn’t an “either/or” situation—You should have gotten both. I think it depends if the appetizer coupon is honored by that location. The coupon states, "At Participating Locations". If they do participate, then yes the OP should have gotten both. If they don't, then the waitress was wrong not to inform them of that and should have removed the charge from the bill. When I told her about the coupon, she acknolwedged it. i even asked if she needed to see it on the phone and she said no. I don't want to penalize her - she was a decent waitress. But I think I will call the manager today! |
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Post by ~summer~ on Aug 26, 2019 19:09:34 GMT
Aren’t you going to go back? I would just use the free appetizer next time.
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mallie
Pearl Clutcher
Posts: 3,253
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Post by mallie on Aug 26, 2019 19:18:34 GMT
We ate at Red Robin one and one time only. The service was lackluster and the food was not that great. The kicker was how much we were charged: $104 for 4 burgers, two cokes, a water and a beer. And the burgers were just regular burgers, nothing fancy: Burger 1: Plain, bun and meat. Burger 2: Cheese, lettuce and onion Burger 3: Cheese, lettuce and tomato Burger 4: Cheese, lettuce, tomato, onion and pickle. The explanation we were given for the high total? The burger toppings were a la carte. We were charged $4 just for the two tomatoes. WTH? Also, we were charged for what we'd believed was a complimentary appetizer. When 2 of the burgers were way undercooked, the mgr asked if he could get us something as an apology and we agreed to a cheese curd appetizer. Staff could not have cared less and the mgr was - of course - no where to be found. So yeah, RR would have to be the last source of food on the planet before we'd ever eat there again. Had a very similar experience after two previous bad experiences and that was it. I will not eat there ever again. |
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Deleted
Posts: 0
Aug 18, 2025 19:59:07 GMT
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Post by Deleted on Aug 26, 2019 21:40:33 GMT
It’s pretty common not to be allowed to stack promotions. She would have no way to know you were up for a free burger.
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