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Business Profile

Restaurants

Red Lobster Hospitality, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

This profile includes complaints for Red Lobster Hospitality, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Red Lobster Hospitality, LLC has 209 locations, listed below.

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    Customer Complaints Summary

    • 183 total complaints in the last 3 years.
    • 59 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/04/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had a party of 22 people that we had made reservations for for 6:30 pm the service we received was horrible. We didn’t get our food until 8pm the waitress never brought us utensils until the very end when we finally received our food and no one was clearing off finished plates or drinks that were taking up room on the table. To make it even worse I asked one of the servers who was helping for some butter and he then replied it “would take a while” and then I replied with “for butter?” And he then told me “yes you all aren’t the only ones here” with an attitude. The food we all were served was cold, the top of the pile of crab legs we had received was hot but the bottom portion very cold. My lobster tail was rubbery and the food just wasn’t good like it use to be. We ended up having to take all our food home Togo in boxes when we were there to celebrate my mothers birthday. We were all very upset and it was the worse experience I have ever had with not only Red Lobster but with any restaurant in general. Then when I left my mom said our original waitress was being rude (they had stayed to finish paying the leftover portion of the bill). We spent over $700 here for HORRIBLE service which is a big frustration in itself. I truly believe our race had something to do with our service because there is really no good explanation for our visit this night (9/29/23) and they had another party of people they treated real well and got their food fast and even sang happy birthday to that group of people.

      Business Response

      Date: 10/13/2023

      We have sent our guest a gift card to use towards a return visit. Also, our Director of Operations, has tried to contact M. L*** to ensure all concerns have been addressed. However, we have been unable to reach M. L*** via telephone. We look forward to serving our guest in the near future. 

      Customer Answer

      Date: 10/22/2023



      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

      Date:09/20/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 8th I placed an order for St.Cloud 0493 for ******, which was never received. I was told I would receive a refund confirmation of the funds back to my card and never did.

      Business Response

      Date: 09/20/2023

      Although we received notification from the delivery company that her order was delivered on September 8, 2023 at 10:03PM, as a gesture of goodwill, we processed a refund for the guest. 

      Customer Answer

      Date: 04/17/2024

      On March 15th I placed an order for ****** in ************. Very frustrated as I have been told 4 times it was refunded when I still have not received back the funds.

       

      Refund

      Business Response

      Date: 04/17/2024

      The refund was processed on 9-18-2023 and the funds sent to her fiancial institution. The guest will need to follow up with her financial institution regarding her funds. 

    • Initial Complaint

      Date:09/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have called Red Lobster and spoken to a manager about this issue eleven different times and also went in person on two occasions.

      On 8/11/23 my wife ordered food from the Red Lobster York location. Several items on the order were wrong/missing. My wife called Red Lobster and attempted to complain/receive a refund but ultimately the business did not call her back after they said they would.

      I called the next day myself, explained the situation, I demanded a refund etc.

      The manager Alisha was agreeable and said she would give 100% (this is important) of the requested refund and also send us a $50 gift card. The food purchased was $98.77.

      This was fine with us, I said okay and was told the refund should take a few days and the gift card would be mailed either 8/12/23 (day of this conversation taking place) or the following Monday 8/14/23.

      I wait a few days and my wife does not see the refund to the card or the gift card.

      On 8/21 and 8/22 I follow up on the situation because I am getting mixed information. On one of these calls I am promised and "mailed" a second gift card for $50.

      On 8/29 my wife has not received a refund and we have no gift card(s) in the mail. I call them again, I get more run around etc.

      On 8/31 there is a $40.00 refund issued. No card in the mail. I went in Red Lobster, complained to manager Alisha. She was nice and agreeable, she said she would make sure they refund ALL of the $98.77. She gave me a $50 gift card in store to ease the tension of the situation but I was still promised the two ($100 total) in gift cards.

      By 9/4 the full refund was issued. No gift cards. I call and explain this. I am told to wait.

      9/9 I go in Red Lobster, I tell manager Tiffany I want the $100 in gift card voucher in person. She was extremely rude, refused, and said they needed to "investigate this" in a way that suggested I was somehow attempting to scam them.

      I have two jobs and a family, I have better things to do than scam Red Lobster for $100

      Business Response

      Date: 09/21/2023

      We apologize for the delay in processing the gift card for Mr. ******. The gift card will be mailed on Friday, September 22, 2023. We look forward to serving Mr. ****** in the future.

    • Initial Complaint

      Date:08/07/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 3, 2023 about 6pm, I visited this establishment because Red Lobster TV advertisement said they were having "Crab fest." I was in town on a business trip. When I arrived, they were 2 people waiting in the lobby. The young lady asked them if they were helped and they replied yes; she proceeded to walk away without acknowledging me. So after waiting there to be seated, I looked for her to seat me. I went to back of the restaurant were I saw about 3 or 4 employees standing there, I held my hands up to them as a gesture to ask for assistance. The young lady sat me in the back of the empty restaurant. After waiting 10-15 minutes, I got up and went to another section of the restaurant where I noticed the one employee working. I politely asked if she would serve me; she said yes. I placed my order with her. After sitting there, she came out to inform me that Red Lobster didn't have any crab legs. I thought she was joking but sadly she wasn't. I asked to speak to the manager. Unbeknownst to me, the manager was the same lady that ignored me upon my arrival! Nevertheless, she was rude from beginning to end. She told me to go to another Red Lobster because that's where they were sending other guest to; I informed her I was there on a business trip. She told me that it wasn't her fault the truck didn't come in and also told me that it was corporate policy not to offer an upgrade. Her behavior was totally unacceptable, and she needs sensitivity/customer service training immediately!

      Business Response

      Date: 08/08/2023

      Thank you for giving us the opportunity to address our M. ******** concerns. We will be addressing the issues mentioned in the complaint with our team. The Director of Operations is sending a gift card for the guest to use for a future visit. We look forward to serving M. ******* in the near future. 

      Customer Answer

      Date: 08/09/2023



      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

      Date:07/05/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is the worst restaurant I have EVER been to in my life. The customer service was terrible since the time I walked in the door. I came in for hours ahead of time to put my name on the call out list. When I got there the host told me that it was still a 20-25 minute wait and I asked what was the purpose of calling ahead if we still had to wait. She said that it bumps you up a few people but there is still a wait. I asked for the Manager(black lady) and I explained that I did a call ahead so I didn’t have to wait and advised that time was not on my side that is why I called ahead and asked if they wanted my business. She said they would love to have my business and if I didn’t have the called ahead there would a 45 minute wait. I told her that I would wait as long as I could but after 10 minutes I went to the bar to place an order. The bartender asked me if i was ordering to go I said no. He asked did I have a table? I said I don’t know what is going on with my table. I’m just gonna order here he cut me off and I wasn’t able to finish my statement and said that I couldn’t do that and went and got his manager. Then when his manager(big white lady with short hair) came out, she was immediately rude and trying to be funny and asked how she could help me. My response was you can help me by taking my order. She says I can take your order when you talk to me and not be smart. I said it seems like you are picking and we don’t have to talk I just need you to take my order. Then a black waitress comes over and they are tag team talking so I said I’m not going back and forth and their customer service sucks and they are rude. The black waitress says your momma as I’m walking away. I’m beyond disgusted and I will NEVER go to this Red Lobster again.

      Business Response

      Date: 07/12/2023

      We are disappointed to hear of our guests' experience. We have tried to contact the guest via telephone and email. We have not received a response. Once we hear back from our guest, we will address those concerns appropriately. 

    • Initial Complaint

      Date:06/29/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bad service without assuming any responsibility for the services they provide for lost, stolen or undelivered products and still get everyone paid for it except the customer.

      Business Response

      Date: 06/29/2023

      Since the delivery drivers work for third party companies, we will work with our delivery partners to ensure that you receive the same hospitable, attentive and punctual service that our guests expect while dining in the restaurant. A refund request has been submitted for the order. Mr. ****** can expect the funds in his account withing 7-10 business days. 

    • Initial Complaint

      Date:06/27/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a meal online yesterday came home and was charged twice I've tried to call multiple times but ghey just hang up on me

      Business Response

      Date: 06/27/2023

      While we understand Ms. *******'s concerns, this charge would need to be handled by her cash app as we only receive money from a cash app and cannot control the amount sent to us.  We have no record of having received a second payment from you; consequently, we are unable to refund funds that we did not receive.

    • Initial Complaint

      Date:06/27/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of purchase - June 14, 2023 I ordered online Red Lobster $50.00 plastic gift card which was supposed to include two $10.00 bonus e-gift cards during their Father's Day promotion. They never sent me the two $10.00 bonus e-gift cards. I have been trying to get them by emailing them about it several times now and calling them but not getting any results. They are not honoring their commitment in their offer. Is this a fraud on their part? Can you help me resolve this matter?

      Business Response

      Date: 06/29/2023

      We have communicated with our guest regarding the issues with receiving her bonus coupons. The email transmission was unsuccessful; therefore, we are mailing the coupons to her address. We look forward to serving her in the future. 

    • Initial Complaint

      Date:06/12/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Subject: Extremely Disappointed: Unprofessional Comment Ruined Dining Experience

      Dear Red Lobster Management,

      I am writing to express my deep disappointment and frustration with the experience I had at your restaurant on my birthday. As a frequent business traveler, I often seek out pleasant dining experiences while away from home. Unfortunately, my recent visit to your establishment was anything but enjoyable.

      Upon arriving at Red Lobster, I had high hopes for a pleasant birthday meal. However, my experience quickly took a turn for the worse due to the unprofessional behavior of our waitress. During the course of the evening, she made a comment that completely dampened the atmosphere and killed the quality of service I had hoped for.

      To my utter surprise, the waitress felt compelled to remark, "Alone on your birthday must suck." This insensitive comment not only ruined the celebratory mood I had anticipated but also demonstrated a lack of professionalism and empathy. It is entirely unacceptable for any employee to make such thoughtless remarks, especially considering that dining out alone is not an uncommon occurrence.

      Needless to say, the rest of the evening was overshadowed by this unfortunate incident. The waitress's comment made me feel uncomfortable and unwelcome, and it greatly affected my overall dining experience. I was left questioning the quality of service and the level of respect shown by your staff.

      I believe it is essential for Red Lobster to foster a welcoming and inclusive environment for all customers, regardless of their circumstances. Making such derogatory comments is not only disrespectful but also reflects poorly on your establishment as a whole.

      I hope you take my feedback seriously and address this matter appropriately. No customer should have to endure such unprofessional behavior, especially when celebrating a special occasion. I dined 6/11/23 at Georgesville rd Columbus oh @7:30pm
      ****

      Business Response

      Date: 06/19/2023

      We appreciate Ms. ***** brining her concerns to our attention. Our Director of Operations has spoken with Ms. ***** and addressed her concerns. We look forward to Ms. ***** dining with us in the future. Thank you

    • Initial Complaint

      Date:06/12/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 1st I ordered two orders of endless shrimp. At the end of the dinner I requested two containers and was denied. I was confused because I paid for the entire order. Normally I get containers to take my food I didn't eat home. The server stated that it's Lawrenceville policy. I asked her where does it say that I can't take my food home. The server could not show this policy anywhere. I felt that Redlobster is deceiving it's customers and that's unacceptable. I paid for the food I should be able to take home the portion I don't want to eat.

      Business Response

      Date: 06/13/2023

      We are sorry to hear of this experience. We will be following up with our staff regarding guests request to take their meals home to enjoy. We have sent Mr. ********* a gift card for him to use on his next visit with us. We look forward to serving him in the near future. 

      Customer Answer

      Date: 06/13/2023



      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,



      ***** *********

    Red Lobster Hospitality, LLC is NOT a BBB Accredited Business.

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