Red Robin Restaurant Exton Pa --to The Rescue Again

[Judyin Philly]

Some of you have been sending your comments to me via- Tinkerbells post on a good Easter Dining Experience.

I will put a copy of the letter I wrote to the corporate office reporting my horrid Easter NO DINNER experience at the bottom of this post but--

JUST HAD TO TELL YOU ABOUT MY WONDERFUL PHONE CALL FROM DAVE HOWK THE MANAGER OF THE EXTON PA RED ROBIN RESTURANT.Dave and I have been working together to get information for him to better serve others with gluten-free and other food allergies while dining at his establishment.

He called to tell me he was 'appalled' at my experience. He wants Jim and I to come to his resturant to have a belated Easter dinner as his treat...that's right, for FREE

This is what his restaurant is doing now....

1. All hostes' and servers are to call him to the table immediatly when they seat a gluten-free/other food allergy patron.

2. He will pull out the Triumph Dining card and tell them to pick what they want to eat and he'll fix anything they want--- if it is at all possible.

3. Then he says, now if you have a soy allergy, I have to use another oil I bought just for your needs and will cook the ff for eg. in a separate pot with your special oil...Wow, do you believe that?

4. He then he asks if they know about celiac.com. If not, tells them about it and what a great resource it will be for them.

5. He said he is still getting more and more people coming in with celiac and other food allergys so see....it's a win for him and a real win for us...

We can make a difference. Find a restaurant you like with a 'go the extra mile' manager like Dave and you can make a difference too.

Judy

Below is the letter Dave saw and the letter I sent to corp last nite. Still waiting for an answer...

Subject: Emailing: Comment Form

I was refused service today at Red Robin...remember me? I was praising the

one in Exton PA? Dave Howk, the manager, went out of his way to serve me the

best gluten free meal I'd had in 8 months. I wasn't eating out at this

point..

Well we went to Glasgo Delaware and planned the whole trip around where I could

eat...

I asked if they had a gluten free menu and the hostess said I'd have to talk

to the server.

I asked to speak with the manager.

Then I had asked him if he had a 'gluten free menu' which alot of your

places do.

He had the 'deer in the headlite look' and stammered...ah, oh, "He said he

was a franchise and corp said he wasn't to cook or provided food for people

with food allergies"

The manager was so obnoxious--Of course I wouldn't trust them to prepare

anything for me so...just had a glass of wine while hubby ate.

It was Easter for heavens sake...and the resturant was almost empty at 2:30

in the afternoon.

After eating breakfast at 10:00 and now 3:00-- I was starving..glad I took

some food for me but trusted Red Robin....You can't depend on a chain...it's only

as good as the manager.

As I was going back to find my husband I passed the manager sitting down at

a table enjoying HIS EASTER DINNER with someone else.

I said as I passed his table..."you mean you can't just fix a plain hamburger for

me on a plate?"

he says, "Is that what you want..acting annoyed"...

I said-- "Just for get it."

As I was leaving the restaurant, I passed him and he saw me and turned his

back and did not say one word to me.

If you check your files, you will see that I have gone to the Exton PA restaurant

and wrote you a glowing note about the experience and the Manager Dave Howk.

That is a franchise also and the difference between the 2 experiences is

nite and day. I posted a wonderful comment on celiac.com praising the Exton

RR. I also posted one just now, telling everyone to stay away from the Glasgo Delaware one.

It seems peoples eperiences with RR are either excellent or horrid.

Another person posted that they were refused service in a VA one.

I'll only be going to Exton...I will NOT BE GOING TO SUBJECT MYSELF OR MY

HUSBAND TO THIS DISCRIMINATION EVER AGAIN.

Sincerely,

Judy *******

Just got a responce for corp. while I was posting...less than 24 hrs---wow

Let's see if the Manager emails me now

Here is the responce from my email.

Hi Judy,

Thank you for stopping by our website and taking time to comment. We appreciate your feedback. At Red Robin we try to make every guest's experience a good one and, unfortunately, sometimes we fall short of the mark. We are sorry to hear about your experience and I have forwarded this to the franchisee that operates this Red Robin restaurant. If for some reason, you do not hear back from them, please contact me by e-mail at angel@redrobin.com and reference comment # 57660.

Thank you for being a Red Robin Guest!

Jennifer

[penguin]

That's awesome, Judy!

Maybe some good will come out of the crappy experience you had! Pave the way for other celiacs!

NO PATIENCE FOR BAD MANAGERS!!!

And your manager is giving you a free meal, that's awesome!

POWER TO THE PEOPLE!!!

[Guest nini]

That is an awesome response from your local manager! And a decent one from Corp. as well... keep us posted! You GO GIRL!!!

[wolfie]

Good for you for following up. I am interested to hear what that franchise has to say. Keep us posted.

[Lollie]

Way to go Judy!!!!! Now if the manager from the crappy RR responds, I bet he will have to suck up! At least I hope! I'm sorry your Easter dinner was crappy! I hope you made your own ham today!

LOL

Lollie

[tiffjake]

Way to go! That is the way to do it! I had a conversation with the manager at the local outback because the servers KEPT forgetting about NO CROUTONS when I ordered off of the gluten free menu. He has invited me to speak to them at a server training meeting, to tell them how serious it is, and explain that it isn't a choice for me (or other celiacs). You go girl! People high up need to know that we are out there and we are eating and spending money at their places!

[Judyin Philly]

OPERATING PARTNER OF COLBY RESTAURANT GROUP, Inc. OF RED ROBIN FRANCHISE CALLED ME--

Hi Guys

Last nite working off 'frustration' in the garden and miss his call. New phones don't have a answering machine.

The OD of RR's responsible for DE & NJ just called to asked me some questions before he called the manager to discuss my visit with them. He was very apologetic for my experience and we had a pleasant conversation. I'll keep you posted.

Thanks all for your encouragement. I still am positive we can make a difference. See what Outback is doing with Tiffjake....

As some one said here 'maybe some good will come out of this'

I think it has

getting out into the dirt..more new plants to get in.

Judy

[Judyin Philly]

HERE IS THE WRITTEN RESPONSE I GOT TODAY FROM THE OPERATING PARTNER OF THE FRANCHISE GROUP OF RED ROBIN

Deleting the personal info of the return address/phone etc.

Sent: Tuesday, April 18, 2006 1:02 PM

Subject: Red Robin

Dear Judy

Thank you for your time on the phone today. I again would like to apologize for the service you received at the Glasgow Red Robin. I will educate the manager on duty and hopefully the next situation he will be more comfortable in explaining our menu. Please use this email on your next visit for two free meals on us. Hope to see you soon.

Thank you

Joe

I deleted the free meals pass on the email.

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

MY RESPONCE--

Dear Joe,

Thank you so much for following up on this issue in such a expeditious manner.

I, speaking for all us trying to lead 'normal' lives while eating within the limitations of our medical dietary restrictions, appreciate your efforts in educating your managers.

We really do not want or expect 'special treatment' but sadly when the chef's prepare our meals, we do need some special attention. It has been said many times over on the celiac.com forum that we ALWAYS tip our servers well, usually 30% or more. We know it is difficult to accommodate us, thus, we try with a 'thank you' to the chef, if possible, but always to the manager and servers.

I will also try to call ahead, as most of us do, to let the managers know we'd like to come, when we might be there (usually off hrs to busy seating times) and discuss the items they might be able to offer me. I usually try to find the restaurant on line and look at the menu ahead of time so I can have some options in mind to discuss...

We do try to do our 'homework' before we ever go out for dinner but traveling and not knowing where we will be presents a hardship.

Thanks again for your generous offer. We will be happy to use this email to try a new Red Robin restaurant. I will also make sure I call ahead and follow the 'dining tips' I listed above before going.

Sincerely,

Judy L******

Reference comment # 57660.

[Lollie]

Way to go Judy! I'm glad that you acted on this. I tend to just decide I will never go back, then case closed! But by your comments, you have started an education service for the RR and their management. Now more people will be able to go eat there with out fear! What a service you have provided! You should feel good!

Lollie

[Judyin Philly]

I do feel good about it.

I think it was mainly b/c of the Manager Dave Howk that gave me hope that the managers at some restaurants do care and will help us if they know how.

Just think, If everyone picked their favorite restaurant and helped to educate them, (eg, Tiffjake is going to talk to her local Outback)....what a difference we can make.

Thanks Lollie.

Compute down again utill now will respond to your email soon.

Judy

[jenvan]

That's great Judy! Way to make things happen!!

[steveindenver]

are the fries at RR safe to eat?

[Judyin Philly]

HI Steve

Are you in Denver CO?

I know frommy experience on Easter that you just never know.

I'd suggest you call the RR where you want to go.

Ask to speak to the manager or the chef. Sometimes the noon and dinner chefs are different.

Ask about the ff.

Some do and a designated frier and some don't, is my understanding

If you read my whole post..(wow it was long wasn't it)

at the Exton RR He will heat a separate pot with secial oil just for me with out soy. I think that the oil they use for their ff has soy in it.

These are all questions to ask them.

Check the web site and look over the menu and pick a few things you want to eat and then ask them specific questions on how they will prepare it.

Let me now if you have more questions.

It's worth the effort in building repore if it's a restaurant you want to frequent.

Judy in philly

[steveindenver]

Hi Judy, yes I am in Denver. For as often as I eat at RR, it won't be a huge issue. It is one of those places my friends and I will gather from time to time over baskets of fries to laugh and get caught up, so those yummy fries are hopefully in my future. Thanks for the info.