Complaints

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

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• 

  Red Lobster Hospitality, LLC

  450 S Orange Ave STE 800 Orlando, FL 32801-3344

• 

  Red Lobster Restaurant

  183 Jennifer Rd Annapolis, MD 21401

• 

  Red Lobster

  655 Jefferson Road Rochester, NY 14623

• 

  Red Lobster

  1515 West Ridge Rd Rochester, NY 14615

• 

  Red Lobster

  1681 Wesel Blvd. Hagerstown, MD 21740-5387

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.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 am writing to formally complain about the unacceptable service my sister and I experienced at Red Lobster in ************ location on ******************************************. Our visit was terrible, beginning with the inadequate and disorganized performance of the two young men at the host desk. It was clear they lacked proper training, as they were seating customers out of order, creating a chaotic and frustrating environment for everyone, including ourselves. Their lack of apology for the inconvenience made the matter worse. Furthermore, upon being seated, we discovered our table was disgustingly filthy, requiring me to request immediate cleaning from the host desk. The subsequent cleaning, performed by the gentleman with braids, was done without any acknowledgement or apology. Finally,after waiting an unreasonable 20 minutes for our server, we inquired with the manager only to receive a misleading explanation regarding her whereabouts. It was later revealed that our server, *****, was indeed serving other tables, and the manager never apologized for the delay or the initial misinformation. This reflects a serious lack of training,organization, and customer service at your establishment, and I expect a substantive response to address these issues.The experience at your establishment was deeply disappointing. When we finally connected with her, she simply acknowledged being assigned to our table and then completely vanished. The manager is a Caucasian man with a bald head and glasses, ended up covering for her, but he offered no valid explanation for her absence, claiming she was assisting the bartender,which was untrue. This raises serious concerns about the quality of the staff and their commitment to customer service. The icing on the cake was the tables were left uncleared and filthy, creating a genuinely unsanitary environment; I even documented this with photographs. I expect a prompt response to discuss my grievances and rectify this situation.

  Business Response

  Date: 07/02/2025

  Our Director of Operations has reached out to Ms. Walker regarding her experience and will be addressing her concerns with the management staff at this location. We look forward to serving Ms. Walker in the near future. 

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23539140, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Deborah Walker

• Initial Complaint

  Date:06/27/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 May 14, 2025 @ 11:30 my husband and I went for lunch at Red Lobster located on ****************. We order our food and after awhile of waiting I received my order and my husband's order still was not ready. We waited almost hour before asking the server about my husband's order. The server stated That his order would be taken off the ticket. It still took long for his order to be ready. We asked the server to make it to go. The whole idea was to have lunch together but that didn't happened. I believe that the whole meal should have been removed since we were not able to enjoy our meal. My husband did not get his meal. The manager did come out and apologized to us. All I know was that someone stated "Have a good day" after the insult Being so close to Memorial day, I am a disable **** veteran.

  Business Response

  Date: 07/02/2025

  We are very sorry to hear of the service issues at our restaurant. We have reached out to our guests and have issued a coupon for them to use on their next visit. We look forward to serving our guests in the near future. 

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23365204, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Sabino Calderon

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to red lobster on 6/24/2025. When arriving I noticed six people waiting to be sat but the restaurant was practically empty. Immediately the manager came out and addressed us and said she apologizes but they are severely understaffed and will sit us soon. Once we sat at 9:10, we placed our orders fairly quickly. We didnt get any bread by 9:50. We asked multiple times. She informed us there are only two cooks. (We could tell because we heard them in the kitchen cussing and screaming) I came for the boil bags, you can tell my bag was completely skipped out of quality food. The sauce was very bad like it was sitting and I got a total of 3 legs. Which isnt even a pound. My sons, was missing his crab legs and lobster. They brought that out separately (not in sauce- which is the entire reason for a boil bag) unseasoned. Which took an additional 25 mins to arrive. We sat at 9:10 - Bread at 9:50 Food at 10:20 Missing food 10:40 Left by 11:00 something they closed at 10:00. Very understaffed, I dont come to red lobster the only reason I did was for the new items on the menus but this was a reminder why I stopped going and why I would never return. For my check to be $175. And we left the boil bags didnt take them to go because the sauce was just absolutely bad I am highly disappointed. The manager who was our serve told us she didnt think they would be getting this many customers and shes sorry for the long wait but the food in itself was bad and I was absolutely fed up waiting to send anything back at that point with two kids. I would make sure you have enough staff at all times.

  Business Response

  Date: 07/02/2025

  We are sorry to hear of Ms. ********* experience at our restaurant. We have reach out to our guest and issued a coupon for her to use on her next visit. We look forward to serving Ms. ******* in the near future. 

• Initial Complaint

  Date:06/25/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed a to-go order last night at Rest#: ***** in **********, ******** and although I understand the restaurant closes at 10:00 PM, I arrived at 10:02 PM expecting to simply retrieve my food. My issue is not with the restaurant being closed, but with the blatant disregard and poor customer service displayed by the general manager, ******** ********.Upon arriving I saw two employees near the front, later identified as the general manager and a server. I politely knocked on the door and even held up my phone to indicate I had a pickup order. The server made direct eye contact with me, then turned to say something to the general manager. Instead of acknowledging me or opening the door, they chose to ignore me and walked away. I called the restaurant & continued knocking, loud enough that even a bartender inside eventually heard me.After about 10 mins, another staff member finally came to the door, asked how he could help. I explained the situation, to which he let me in. He was extremely polite and apologetic. He even offered to get the manager, which I *********** my surprise, the manager who came out was the same individual who had just ignored me at the door, ******** ********. Rather than listening to my concerns with professionalism or compassion, she was defensive, dismissive, and condescending. She claims she knew there was a to go order but if thats the case, why would you walk away when you see someone at the door? Instead of taking accountability, she apologized that she cant hear and oddly apologized that the server had opened the door for me because he would now get in trouble. I found that statement to be completely **************** the face of your restaurant, she should be setting an example, not ignoring customers, lacking accountability and blaming her staff for doing the right thing. ******** Lawrences actions reflect poorly on the Red Lobster brand and show a clear lack of training, leadership, and basic customer service skills.

  Business Response

  Date: 06/26/2025

  We are sorry to hear of Ms. Alford's experience. Due to the inconvenience, a refund request has been submitted for her order. She can expect the funds in her account within 7-10 business days. 

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23520142, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Kimberly Alford

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 14, 2025 we went to Red Lobster located at ****************************************. My husband and two young children went out for fathers day dinner. Half way through our dinner my 8 year old went into a panic. He threw his feet up and moved back towards his 11 year old sister and started yelling, there a rat, there a rat. I immediately put my feet up because I am terrified of rodents. My husband looked over to the table next to us and also saw the mouse was there. My son and I left the restaurant right away and waited in the car. My husband told the manager and waitress. While packing the food and paying the bill that we were charged $281.00, my husband saw the mouse about 3 more times peeking out. When my husband and daughter came to the car. I asked him what did they say and what about the bill? He said they charged us for the full bill. I immediately turned around and went inside with the food and requested to see the manager. I was livid , the manger came out (and it was a different man, so not sure is they lied to us) I asked him why did you charge us all this money, and I asked him is this NORMAL to sit and eat with rodents in the dining area. The manger said no its not we will give the money back it will take a few days. Which did not make any sense to me because I you can refunded the money on the credit card. I believed him, I wanted to get out of the place ASAP. I was disgusted and wanted to VOMIT. I would like a full REFUND!!! Please,

  Business Response

  Date: 06/24/2025

  Our General Manager has spoken with Ms. Tobar regarding her concerns. A refund request has been submitted. Ms. Tobar can expect the funds in her account within 7-10 business days. 

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Party of 14 having dinner for granddaughter 12th birthday and dinner was disrupted when several large roaches crawl across the floor at our dining table. After killing 2 of them. As we had 2 small children in our party we notified the ** ******* ******* to show him. We also saw dead roaches on other side of dining area and 2 more at kitchen entrance dead. Clearly the dining room and hallway had not been sweep or cleaned as the ** stated they had pest control come out recently. ** ******* ******* only asked "did the roaches touch our food". This experience was disgusting and disruptive to our dinner. We also showed the manager **** and wait staff of the roaches as the wait staff came to sweep up the dead roaches. For the ** to offer a 10% military discount as compensation was disrespectful and lack professionalism as he stated he can't give more on top of that. That 10% wasn't acceptable as we had 4 active duty members, 2 retired Seniorchiefs and 2 veterans in our party of 14 alone. Our food should have been free their was clear evidence red lobster has a pest control issue of roaches that is not being addressed to be open for business.

  Business Response

  Date: 06/26/2025

  Our Director of Operations has spoken with our guest about this matter. Refunds will be processed for the visit. Thank you. 

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi, Id like to provide some feedback about a disappointing experience at your *********, ** location on June 11th. Our party of four dined in at Table 11 (Check #*****), and we were really looking forward to a nice dinner. Unfortunately, the food didnt meet expectations. The Lobster Lovers Duo tasted overcooked and rubbery, the Clam Chowder was lukewarm and lacked flavor, and the Admirals Feast was greasy and not as fresh as usual. The Lobster and Shrimp Pasta was *****, and the Bacon ************ arrived cold. Even the Bacon-Wrapped Scallops were tough instead of tender.Weve enjoyed Red Lobster in the past, which made this experience all the more disappointing, especially at a total of $146.53.

  Business Response

  Date: 06/16/2025

  We are sorry to hear of Ms. Hess' experience. Our restaurant managers have tried to reach her but were unsuccessful. She may contact the restaurant directly to speak with our management team so her concerns can be addressed to her satisfaction. 

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23461514
  
  
  
  I am rejecting this response because:
  I did not receive any call or email back. I have card restaurant multiple time and no response. 
  
  Sincerely,
  
  
  
  Ella Hess

  Business Response

  Date: 06/18/2025

  Our General Manager has made multiple attempts to contact Ms. Hess. I have reached out to our guest and provided our Director of Operations direct contact number. Ms. Hess may contact our director at her convenience to have her concerns fully addressed. 

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My name is ****** **** and I was in ******, ******* for the weekend. I travel to ******* to the red lobster in ********************* Iwent there for my birthday. I thought I was doing something special for my 60th birthday me and my grandkids and my husband, but unfortunately, it a bad experience. It was bad product. Bad fish was raw red my grandkids dinner with chicken strips they would very hard baked potato was cold as ice I could not complain too muchbecause they had lots of customers coming in and out look like a lot of elder people that was coming from my church so when I got in my car, was able to address it over the telephone. Also, the spoons and forks and plates is very outdated and they are cracked. The spoons and forks are very very nasty and they can make someonesick. The table was sticky and nasty. I spent a lot of money and they spent $110 for nasty food, nasty table and food that I could have got sick because it was undercooked. it was red catfish and coleslaw was spawned. It was old and it smelled. I have talked to the first ******** Her name is **** for two days straight. I talked to her today, which is Tuesday. She told me tocall and talk to **** ****** **** and she the only manager that would be able to refund my money. She is in agreement to refund my money. Her name is **** and **** ******** Heatheris the second big manager at red lobster she stated that she is in agreeable to refund me my money but again **** we will have to make sure she puts it backon my bank card. Unfortunately, they are not doing what the state that they would do. I am asking for a full refund. It was a occasion I was doing for my sixth birthday and thinking I was doing something great unfortunately I could have got sick because the food was undercooked and the spoon and forks was very nasty dirty. You can catch anything from that type of stuff and Im asking for help to get my funds refunded back to my account. Thank you very ******* name is ****** ****

  Business Response

  Date: 06/11/2025

  We are sorry to hear of Ms. ****** experience and offer our apologies. A refund request has been submitted. The funds will be available within 7-10 business days. Thank you. 

  Customer Answer

  Date: 06/11/2025

   
  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:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My son gave me a gift package of 4 $15 red lobster gift cards for Mothers Day. We attempted to use all of them on May 25 2025 at the ******************************* l;ocation. 3 of the cards went through without problems but the last card would not go through. I had to ask for that card to be returned since it didnt go through and I paid the remainder of my bill with my **** card. Our meal that day was not very good and we both got thge $19.99 shrimp special and the waiter was really nervous and tried but it was not a good visit. I reported that visit to feedback on the Red Lobster web site. After coming home and finding the card that would not go through did have $15 on it so on June 2, 2025 we attemped to go back to the ********** location and use the remaining gift card that did show the $15 and the remainder of $2 left on one of the other cards. Again we both ordered the $19.99 shrimp special and order my reward of baked potato with lobster topping. We haqd to ask several times for that reward to be brought to our table after our meal was served and by the time it got there it was cold and tasted absolutely terrible and fishy. An off flavor for sure. Could not eat it. We attempted to use the gift card **************** Pin ******** . It would not go through although the card with just the $****** dollars went through and again I had to pay with my **** card. I have the card in my possession and I would not have it if it had been redeemed earlier. Our Red Lobsdter experience has gone to the dogs and we would like a refund for the $15 card and our 2 visits for a Total amount I am now disputing is the $15 for the gift card, and $19.99 x 4 for the 4 shrimp specials for a total of $94.96.

  Business Response

  Date: 06/10/2025

  We are sorry to hear of the frustration our guest experienced when trying to redeem her gift card. Our records reflect the gift card in question was redeemed. She also mentioned issues with her meal. Ms. ****** is a long time guest of Red Lobster and we are happy to issue appropriate compensation to her. We have sent her compensation to her email address. We hope to see Ms. ****** in the near future. 

  Customer Answer

  Date: 06/10/2025

   
  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:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 1/3 we spent $130 picked up an order from the *************************************. Normally my favorite, when I get to pick this is my place for sure. That day has been a thorn in my side since. We received our order and being dumb did not check it was all there before we left. I was just too excited. It was my first solid food meal after surgery and a liquid diet. Unfortunately, my shrimp pastas were missing which was half of my dinner. I called that night and spoke with a man who identified himself as the manager. He took my last 4 digits of my card number and said it will take 7 days for a refund. I waited until January 14th I believe to reach out and no response. A long story short, I contacted guest relations multiple times atleast 4 and got a response 2 times. One told me they were sorry and guest relations would call me, never happened. I left a ****** review, I was told to contact them through ********. I did just that because now I'm on a mission. ******** message told me I would ne contacted. I received an email a few days later telling me a manager would be calling. Then a few days later I received a message telling me management attempted to call me and please call this number. I called the local store and was told by the manager she never attempted to call me. I explained everything that happened since now at that point we are in March. She said she would send a request for a gift card and was sending it right then. In April, still with no resolution or compensation I reached out to corporate again. I got a response telling me they never received such a request. Then advised me to call the manager back for a resolution. It was 4/7 at this point, no thank you! Why should I have to keep contacting them? Why should I feel like I'm being ignored? It was a horrible experience and I have not gone back, nor has any of my family. I guess I fought so hard because I loved it so much. After guest relations with ******* I definitely don't love it anymore.

  Business Response

  Date: 06/10/2025

  We are sorry to hear our guest's concerns were not fully addressed. A refund request has been submitted for the missing items. The funds are expected to reflect in the account within 7-10 business days. 

  Customer Answer

  Date: 06/10/2025

   
  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,
  
  ****** ***** Collar