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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

    • 184 total complaints in the last 3 years.
    • 58 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:01/16/2023

      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.
      Waited to be seat for 17 minutes. There was no one in line nor was there any wait. The restaurant was very slow. Our food was cold and tasted burnt. It was nasty and I'm very disappointed. I spent $70.85 and want reimbursed for my meals.

      Business Response

      Date: 01/17/2023

      Thank you for giving us the opportunity to address our guests' concerns. We have communicated with Ms. ******* and will be sending her a gift card to use on a future visit. 

      Customer Answer

      Date: 01/23/2023

       

      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:12/31/2022

      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.
      Order# ***************** Check #****** order was made online for togo at 4pm. I ordered a family meal for 4 the Seaside shrimp trio it cost $61.49 alone I got a small container of pasta for a toddler, the shrimp scampi was cold the butter was stiff on it and the fried shrimp was cooked to hard not chewable. The biscuits looked liked they were smashed on the ground then thrown in the box they were ice cold. I also ordered a lobster pizza the pizza was super dry and cold tasted disgusting ( my daughter picked up the order so she did not look to see what was in the bag). I also ordered a 1/2 gal of raspberry tea I got four small cups of tea with melted ice like the drinks were made a hour before I picked up the food. When I came to look at the order I tried to call to the restaurant to speak with the manager. Laura L**** got on the phone and before I could tell her I wanted a refund she hung up on me. Then I called back and one of the staff members also hung up on me. Now before this happened after I paid for my order online I noticed that the order was incorrect so I called. I spoke with Laura Leigh who transferred me to a young man who she said was in charge of the togo online orders. This young man pretended to have a accent and he kept asking me did I order a bake potato I told him no I ordered a sided of mashed potatoes so he said it again oh you want a baked potato I said no I ordered mashed potatoes I then heard the staff laughing in the background and realized he was doing it on purpose. When I got to the restaurant to bring back the food and ask for a refund no hostess was at the front so l waited and then I seen a man at the bar his name was Brian he was also rude. I gave him the bag and told him I wanted all my money back including the tip. He took the back in the back Laura Leigh the manager never spoke to me on the phone and she didn't come up to address my concerns. The staff was rude because their manager is rude. Full refund is requested

      Business Response

      Date: 01/06/2023

      Thank you for giving us the opportunity to address Ms. *****s concerns. We have reached out to Ms. **** and a refund has been processed. We will be sending her a gift card to use towards a future takeout order. We look forward to serving Ms. **** again.

      Customer Answer

      Date: 01/10/2023

      (The consumer indicated he/she ACCEPTED the response from the business.)

      Corporate has emailed me and assured me that this is not how Red Lobster conducts business and my money has been refunded as I requested. For this reason I am satisfied with their response.

    • Initial Complaint

      Date:12/30/2022

      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.
      On Thursday, December 29th, my husband and I decided to go out for dinner. We were excited to see upon our arrival to the Duluth, GA Red Lobster off of Pleasant Hill Road, that it did not appear to be crowded. This was probably around 7 or 730pm. When we got in, we were seated immediately. We ordered stuffed mushrooms, the salmon, a surf and turf, sweet tea, and a Heineken. When our server returned, she brought out the stuffed mushrooms, the biscuits, and my sweet tea. My husband reminded her to please bring his Heineken. After finishing our mushrooms, and biscuits, we were given the main course, and yet, still no Heineken. We reminded her about the Heineken, again. We were then given our salads, AFTER the main course had already been out, rather than BEFORE the meal, and at this point, still no Heineken. We asked her again. This time, we were told that the order for the beer had been put in but that the bartender notified her that the restaurant was out of Heineken on draft. We had never asked for draft, as bottle would have definitely been preferred, anyway, but the fact that this was never even presented as an option was just another disappointment to the whole dinner. We asked to speak with the manager. After waiting for about fifteen minutes, we asked her again. She said she had already notified the manager, so we waited a little while longer. Before leaving, we notified our server that we would not be paying, as it was clear to us at this point, that the manager was refusing to come out to speak to us. In all my 79 years, I have never walked out without paying, but then again, I have never had an establishment's management refuse to even come speak to me, even if the end result wasn't in my favor.

      Business Response

      Date: 01/05/2023

      Thank you for bringing Mrs. ********** concerns to our attention. We apologize for the poor service and that a manager did not address her concerns. We will be following up with our management team to ensure our guests receive the service they expect from Red Lobster. We have reached out to Mrs. Freeland and offered our apologies. We will be sending her a gift card to use for a future visit.

    • Initial Complaint

      Date:12/09/2022

      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.
      Date of Transaction: November 30, 2022Amount Spent: $105.99My husband and I dined at the Red Lobster that is listed. We placed our order and it was brought out by Brittney. Please keep in mind that there were only three couples in the vicinity that the incident occurred. My husband and myself and two other couples. Also keep in mind that were are African American and the other two couples were Caucasians. Brittney initially went to the couple who were sitting at the bar, she placed the plate in front of the gentleman, he made the remark the order was not theirs. She then went on to the other couple, again set the plate down and was informed the order was not theirs. She then walked past us and went back to the kitchen. She came back out and set the plates in front of us. During this time of COVID and other related illnesses, we were upset that she brought it to us after setting it down in front of four other people. We asked to speak with the manager. We explained to her the situation to her. She asked did we want to have it remade. She then went onto to try and justify why Brittney did what she did. The manager then took the orders back to the kitchen, however, we believe that the order was not remade because the crab legs and the lobster tail were cold. This left my husband and I very frustrated. After thinking about this, we decided to contact Guest Relations. I spoke with Kristie on December 2, 2022. She informed me that the Director of Operations would contact me no later than December 5, 2022. Today is December 8, 2022 and I have yet to receive any contact from the Director of Operations. Based on the experience that my husband and I had, we feel that at the very least the General Manager, Director of Operations should reach out to us to discuss a resolution to the issues.

      Business Response

      Date: 01/09/2023

      Business Response /* (1000, 5, 2022/12/14) */
      Thank you for allowing us to address Ms. *****'s concerns. Our Director of Operations has recently spoken with Ms. ***** about her visit. Our Leadership Team will be addressing these concerns internally with our managers and staff.


      Consumer Response /* (2000, 7, 2022/12/14) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:12/01/2022

      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.
      I placed an order for the 'NEW! Lobster-Topped Stuffed Flounder' on 11/26/2022 at the Tucker, GA location, and the order was prepared terribly. I placed this same order on 9/21/2022 and LOVED it, which is why I bought again. The fish tasted undercooked, there was NO lobster anything in sight. They slabbed two pieces of SHRIMP (see pictures) with some dried-up stuffing to the side of the container. And whatever kind of rice that was, was NOT orzo's rice. Not even the biscuits tasted any good. I was extremely saddened and disappointed with the entire order. I won't be returning back to that location, or quite frankly any Red Lobster location for that experience again.

      Business Response

      Date: 12/23/2022

      Business Response /* (1000, 5, 2022/12/06) */
      Thank you for giving us the opportunity to address Ms. ******'s concerns. We apologize for the poor preparation of her meal. A refund request has been submitted for her order. We will also be sending her a gift card to use for a future visit.


      Consumer Response /* (2000, 7, 2022/12/07) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Their response is satisfactory for the restaurant experience.

    • Initial Complaint

      Date:11/21/2022

      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.
      We had reservations at 8 on Nov 19th 2022 to celebrate my brother's birthday... I ordered the Seaside Trio/with the salad (as usual) a frozen drink I have ordered before (so I am familar with the taste) & Vanilla Bean Cheesecake... so the 1st thing to come was the drink.. it had no liquor in it at all, I had my daughter taste it, she said the same thing, I ask my brother about his drink, he said it was STRONG, so I thought perhaps it wasnt blended well & my daughter siphoned the liquid off the top thinking it was just pooled there, Nope, that wasnt it. I stuck the straw to the bottom, nothing down there. My brother was commenting about how strong his was so I thought perhaps they put my alcohol in his ?? anyway eventually I complained & she said they could remake it but in an effort to be fair (since I had drank about 25% of it) my daughter just suggested to bring the shot to the table & I would mix it in... so thats what she did.
      Next issue, we got our food before we got our salads, we actually had to ask for them because no one realized that we never got them, my daughter ordered lobster bisque, we had to ask for it.. they eventually brought out the salads & her lobster bisque. My brother had order the brownie dessert when he ordered his food, they never brought it, We were getting our checks & had to ask for it before we left... I got the Vanilla Bean cheesecake to go, we sat for another 15 (ish) minutes after they brought the cheesecake, We drove 30 minutes home, I began eating the cheesecake & it was frozen in the middle.. (which means it was completely frozen when they gave it to me) The waitress was very sweet, her disposition made up for the mistakes & she seem genuinely sorry about the issues we had... but when I looked at my check this morning & noticed that they charge me for the shot that I didnt get in my Strawberry Margarita. REALLY ?? I tipped our waitress very well (over 20% in cash) & so did my daughter, we didnt blame her for the drink issue, the cheesecake would not have been her fault (I dont think,??) but I was willing to let it all go... the fact we didnt get our salads before we got the hot food, the fact they never brought my brothers brownie dish... but even after we left y'all couldnt get it right ?? ... frozen cheesecake & you charged me for the shot that should have been in the Margarita in the 1st place ..really Red Lobster. ?? .. everyone talks about the decline of Red Lobster but I still love the food, the portions are smaller ((my brother added the lobster tail to his dinner & it was the size of the ones my Grandbabies got a Papadeauxs... (ages 5 & 7 at the time) ))
      I guess I see what ever one is talking about... Just really unacceptable.

      Business Response

      Date: 01/05/2023

      Business Response /* (1000, 5, 2022/11/30) */
      Thank you for giving us the opportunity to address Ms. *****'s concerns. We have reached out to Ms. ***** and will be sending a gift card for her to use on her next visit. We look forward to serving Ms. ***** in the near future.

    • Initial Complaint

      Date:11/17/2022

      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.
      I paid Red Lobster $33 total for my meal
      Online Delivery Order ******************

      I found a dead fly in my shrimp scampi, and I immediately called the store. Talked to a manager named Amanda and proceeded to tell me there weren't flys in her kitchen. Yet here is one that was delivered in my meal. I work in food service myself and understand stuff happens and just told her about this issue kindly. So she offered me a refund or a gift card. And I chose a refund. Fast forward a few days, I got an email saying I was being refunded $10. I want all of my money back for that meal. It was disgusting to find a dead fly in my food, and not only that but I couldn't even eat my food. And will no longer be going to Red Lobster because of this.

      Business Response

      Date: 12/12/2022

      Business Response /* (1000, 5, 2022/11/20) */
      Thank you for giving us the opportunity to resolve Ms.******'s concerns. A full refund request has been submitted for her takeout order.


      Consumer Response /* (2000, 7, 2022/11/21) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you for your response in regards to a full refund, I appreciate it.

    • Initial Complaint

      Date:11/14/2022

      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.
      Fraduent credit card charge. Management attempted to reverse but said they didn't understand how. Red Lobster has come after my credit card again for this charge from months ago

      Business Response

      Date: 01/05/2023

      Business Response /* (1000, 5, 2022/11/29) */
      We have reached out to Ms.***** regarding her concerns. A refund request for the take order totaling $23.38 has been submitted. Ms.***** can expect the funds to reflect in her account within 7-10 business days.

    • Initial Complaint

      Date:11/10/2022

      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.
      My family and I went to Red Lobster on Monday, November 7, 2022, in Oak Lawn, Illinois. My birthday is November 6th and one of my yearly birthday activities is dinner at Red Lobster. Unfortunately, this was the worst experience I've ever had at Red Lobster in my life. We arrived around 6:15p and were seated by 6:30p. So far so good. Our server RJ (Ronald J) came to the table. He was pleasant. But it went downhill after that. Each time he left our table, it would literally be 20-30 minutes before we SAW him again. My wife went to the manager on duty. He indicated to her that RJ and another employee got into an argument earlier that afternoon. RJ told us that we were his only table! And he claimed that he was helping the kitchen staff because they weren't doing a good job. But we were at our table from 6:30p to after 9p. Another family on my right, came after us, was served, ate, laughed and talked, and were gone before we got our last food item. A family on our left, came in after 8p and were enjoying their entrees before we left. Right before we got our bill, my wife asked if I wanted anything else. That was code for if I wanted my birthday dessert. I said no! RJ never asked if we wanted dessert. And the worst part about that is that I have a free dessert in my app for my birthday month. But we had been there so long at that point, our three children were tired and falling asleep. RJ was so ridiculous that he came over twice telling my wife he could tell she was upset with him. He went on and on about it. Then the manager never followed up . Which is why I choose not to say anything that night. Finally, RJ stood there at the table while I signed my receipt. And then checked his tip, before he walked away. I wasn't going to give him a tip. But I knew he was trying to intimidate me to do so. And I was too tired to argue, so I reluctantly gave him a small tip. Praying that he didn't make another smart remark. You all RUINED my birthday dinner. Rept:*************

      Business Response

      Date: 12/14/2022

      Business Response /* (1000, 5, 2022/11/15) */
      Thank you for giving us the opportunity to address Mr. ***************' concerns. We will be sending our guest a gift card to use on his next visit. We look forward to serving him again.

    • Initial Complaint

      Date:10/30/2022

      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 made 2 complaints about this red lobster about my order being wrong and not cooked properly as well as terrible customer service and the second time I placed an order online just for them to close the store early while I was In the parking lot and called and said they can't fulfill my order before the restaurant even closed. I have sent in 2 complaints and no one has still reached out I'm high dissatisfied and definitely won't be back that red lobster in Montgomery is so trash and so are the rude employees

      Business Response

      Date: 11/22/2022

      Business Response /* (1000, 5, 2022/11/02) */
      Thank you for bringing Ms.****** concerns to our attention. A refund request has been submitted for her order and we have sent a gift card for her to use on a future order. We look forward to serving Ms.****** in the future.

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

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