Red Lobster

Can you provide me the person's address who owns the Red Lobster in Branson, Missouri. I documented a scenario that was unacceptable, sent the letter registred certified mail with return receipt and have NEVER received any response from this store. I am includig a copy of the letter I sent describing the scenario. It saddens me, the manager of the Branson location never had the courtesy to respond. I realize in this day and time it is hard to hire and manage employees. However, this is no excuse to treat people who are there to spend money for a nice meal the way my friends were treated. I would like to escalate this scenario to prevent it from happening to another customer. Red Lobster happens to be one of our favorites and I would hate to see a restaurant close because they are not willing to train their employees customer service. If I knew the owner's name, I would send this letter to them. After all, you cannot fix an issue if you are not aware of what is taking place. Hopefully you can help me obtain some type of resolution to prevent this from happening to other customers. Following is the letter I sent via US Post Office:

August 30, 2023

General Manager

Red Lobster

3559 Shepherd of the Hills Expressway,

Branson, MO 65616

Subject: Visit on Saturday afternoon, August 26, 2023

Our friends were visiting Branson last weekend. They were celebrating their 58th wedding anniversary Saturday, August 26th so my husband and I had given them a gift card to eat at Red Lobster since that is their favorite place.

Unfortunately, it ended up not being a special occasion for them due to the service they received. We were EXTREMELY DISSAPOINTED in the way they were treated and how negative the experience was for them.

Scenario:

• They arrived around 4 PM Saturday, August 26th

• The husband, Randy walks with two (2) canes. He is VERY feeble due to major back problems. This man has come through a heart transplant and a kidney transplant in past years and due to those illnesses, it complicated his back issue. It is VERY evident he doesn’t walk well but he wanted to celebrate their anniversary to make it a special day. They treasure each one for sure.

• His wife, Jan mentioned to the hostess they needed a table close so he did not have to walk very far. There were many clean tables available at that point.

• The hostess proceeds to go to the very back of a section where one table is dirty and cleans it off.

• After somewhat of a wait, she proceeds to take them to the VERY BACK table she had cleaned off knowing the request.

• He was struggling to walk so my friend; Jan asked her if they could sit at a table, they were walking by that was clean. Reluctantly she sat them at that table.

• In a nice manner, my friend told her it was a bit rude for her to try and seat them at the very back after she requested something closer. The hostess could see his physical condition. Anybody that walks with two (2) canes should know.

• The server comes and brings waters and eventually some biscuits. They placed their orders ordering clam chowder and an entrée. I think her entrée was the Ultimate Feast (not inexpensive).

• Four or five tables in the same section are at this point being filled with customers.

• As time went forward all customers in that section received their soups or salads and our friends had no food yet.

• A little more time, those customers had their starters and had finished eating their starters and were ready for entrées. Our friends had NO FOOD yet!

• Finally, a server brought Caeser salads and put on their table. My friend Jan said we actually ordered clam chowders. With an attitude, the server walked away.

• At this point, our friends were concerned about the integrity of food they would get so they got up and left. Very disappointed and ended up going to another restaurant in Branson that cared. And having to pay themselves which was our point in giving them a gift card so they would have a nice free anniversary meal.

I realize in this day and age it is hard to hire unfortunately. However, when customers are treated such as this it damages the reputation of a restaurant. I don’t have names of the hostess or the server. My friend did say the hostess walked with a limp which you would think would make her more sensitive to an older individual who is walking with two (2) canes.

I feel management needs to know these kinds of issues are going on. You cannot fix something you are not aware of. We are VERY disappointed they were not treated with respect and it seemed it almost became a game with the wait staff to leave them last to be served and ignore their table. This kind of attitude will ruin a restaurant very quickly. If it happens to one, I am sure it happens to several.

I am a person who does not tolerate this behavior and would have asked to speak to a manager while on site. They are not like that and just figured it was better to leave than to fight a battle. They don’t have the energy or stamina for that.

I trust that as a manager, this issue will be addressed and it will prevent others from experiencing the same thing. It doesn’t take many customers having these kinds of experiences to ruin a restaurant, especially in Branson where there are so many other choices.

If you would like to contact me, please feel free to do so. I have been in management so I understand your position.

Gloria Coleman

Hannibal, MO

816.833.6045

[protected]@hotmail.com