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Virginia answered the door a few minutes ago:
(and Vince, who is the manager, didn't give me permission to post his picture, so I hope this is okay)
Not only did they replace her stuff, they gave her a $100 Circuit City gift card and a $100 Red Robin gift card. She is walking on air.
And I want you all to know that when I explained to her how many of you were wishing her well and offering to help, she burst into tears. When I asked what was wrong, she said, "If I hadn't lost my stuff, they wouldn't feel bad and feel like they have to do something for me."
She is one of a kind and Red Robin has the most loyal, devout 8-year-old customer on the planet.
(and can I just say that hey, nice lady in the Red Robin suit? I am so sorry for you because I know you were sweating balls in there. And, no, Virginia is not allowed to read my blog, so don't worry)
113 comments:
That's AWESOME!!
Way to go Mom, I really think alot of times we don't stand up for ourselves, but if somebody messes with our kids, its a whole other ball game. And I applaud Red Robin for making things right.
Normally, that big red bird scares me, but this time, he made me cry. Bless them for making a wrong right.
The phrase "sweating balls" makes me laugh out loud every time.
This whole saga is renewing my faith in humanity. Thank goodness they helped V out because boy howdy did she deserve all this goodness.
It is amazing how far they are willing to go to make it right --- I can't imagine I have ever seen that from corporate america - it is kind of refreshing.
That is just the "awwww" moment I needed to make everything in the world seem okay. Thanks!
This is a great ending to an unfortunate situation...so glad it worked out for you all!
Don't feel badly. You called them out on their poor service, and they're bending over backwards to try to make amends. I wish more of corporate America would do the same! You might also email the same people you did the first time to let them know that they've done well.
Ok, I'm RUNNING to my nearest Red Robin tomorrow for lunch! They not only redeemed themselves with Viginia, they also got me back as a customer! ...Good going Red Robin!
How great for Virginia. I am so happy they are making this right.
I'm teared up..
that's just wonderful..
That's so much above and beyond, I'm simply stunned. I do hope that they were doing this because they genuinely feel bad, and not because you have readers.
Also V sounds like a really really good kid, to care about us as much as we care about her. I'm so pleased there's more of us kind folks in the world.
AWESOME! Good for Red Robin, because Customer Care is mostly a thing of the past. Yay for Virginia!
Jules
House of Jules
Aww...I am so glad that things all worked out for the best!
Sweating balls...bwahahaha!
Now lets hope all those anonymous pussy spoil sports don't try to piss all over this. Lord knows your readers could probably hex and curse them into painful, boil ridden, winky shrinking agony.
Yay for V!! So happy for her! Thanks for the pics, Crystal!
WOOT!
So how was the party?
This makes me wish there were a Red Robin in Maine so I could go have a burger there! Good, good people those Red Robin folks. You did a wonderful thing!
Virginia, you are adorable times 10. Yay for you, girlie!
*happy sniffles*
Your daughter is such a sweet pea. I know sometimes parents get too much credit and/or blame as to how their kids turn out, but you must be doing something right. Im so glad everything worked out so well for her. Yipeee!!!
The look on Virginia's face is priceless! I am so glad that she had this wonderful experience. I'm sure she is going to pick out some awesome stuff with her gift cards!!
Good to see that Red Robin did what they should have done.
Tell Virginia that people are supposed to stop what they are doing to make sure that little girls are happy. :)
(For what it is worth, my little munchkin loves Red Robin.)
Oh my god!! That's so awesome! I would definitely say this makes up for what happened 100 fold!
Can't hardly type for all the tears. I am so impressed! I too will be heading out to Red Robin very soon. It's been years!
I would not feel like an asshole at all! Good for you for posting it - I think Red Robin will think twice before waving somebody away with the possibility of losing one customer.
The big guys will always now think that one customer could potentionally do enormous damage to their reputation by speaking out and sharing their experience!
I think by posting that complaint you have restored faith that others with bad service can stand up and get something done about it.
I commend Red Robin for "coming to the party" and solving the issue!
I think you made them wee in their pants a little!
Leesa
I'd freak out if that big bird came to my house, but still, what a great way for them to repair their image with your readership, and more important, with your daughter, who is now a likely lifelong customer.
It's not whether or not there are problems, but how a company handles the problems that inevitably come up that shows how well run they are. So glad RR came through. Yes, Virginia, there really is customer service. :)
1) Virginia looks so much like you it's scary.
2) I wish there were a Red Robin near me so I could so stuff my face in appreciation.
Wow! I don't LOVE paying so much for a burger and fries, but RR has really redeemed themselves. Thanks for the update. I don't like harboring hate for someone/something. Michelle
I'm so glad they made things right, but I've been wondering if they know which one of their outstanding employees was the theif and if he got what was due.
Sometimes bad things happen to good people, RR turned that around to sometimes good things happen to good people. Kudos to them. They got lemons, and definitely made lemonade.
If I were V's grandfather, I'd make cupcakes with her, and march down to the restaurant with the batch to give out to the employees. One good turn deserves another.
I once made brownies for the mechanics at the shop in my small town. They were flabbergasted.
I hope the manager figures out why he wasn't in the loop, so something like this never happens again. I'm an optimist, and would like to think this would have happened, whether you had a powerful blog, or not. In any case, they stepped up and did the right thing, and that matters.
Wow, I just got tears in my eyes. That is so cool that they went to these lengths to recover your service. Way to go Red Robin!
damn - i just cried - and I only cry when i PMS.....
hey- i'm having issues with charter communications, can i hire you as my "voice of reason" ???? :)
I'm so glad to hear they have redeemed themselves.
And your Virginia sounds like a wonderfully sweet little girl! You are doing a great job with her!
This totally restored my faith in good people.
WTG for customer service. I have never seen such an act taken to this length.
Now I hope more will take this as a lesson in customer service and do the best they can with any type of situation.
On your other post I read some comments that said something along the lines of "if you weren't a big famous blogger they wouldn't be doing this." I call bullshit. Who cares if you are a big famous blogger and that IS why you are doing it? She got HANNAH MONTANA cd's! And you are teaching her that there ARE good people in the world that DO care about the "little" people.
And dude-can I come to the party Saturday?
"Who cares if you are a big famous blogger and that IS why you are doing it?" That 2nd YOU should be a THEY.
What a great turnout to a bad situation. I'm glad they came thru for you & Virginia. Thumbs up to the group that fixed it but I hate the fact that they work with such a thief. It'll all come back to bite him/her in the ass in the end.
Liz, you are more than welcome. c'mon. Saturday the 23rd at 11 am.
There is a blog, www.consumerist.com, which is both a place where people can write about bad customer service -- and pressure companies into doing something about it -- but also to recognize companies that do what they're supposed to -- or even go beyond.
I bet they'd love to hear about this story, and give it wider coverage. I like seeing the good guys get recognized for being good guys.
That's awesome!! Yay for Virginia, and for her wicked cool Mom too!
:-)
Good job Red Robin. Sometimes having a blog pays off!
This story has the BEST HAPPY ENDING EVER!! It's amazing that they are going so far to make a little girl happy again. Kudos to them for sure. So happy for you both right now!
WOW! The big red robin came? How totally cool is that? I gotta say way to go to that manager - he is doing what he should do to make it up to a heartbroken little girl - the smile on her face was worth it - not to mention all of us who will now go back to Red Robin! Kudos to him and to you for not letting your little girl down!
Please, Crystal, tell Virginia that we all felt bad for her because we CARE. She doesn't have to be sad that we care, tell her that it is a HUGE pleasure for us to care about her and your family!
It connects us all and with each comment, it helps all of us see in each other the people that we want to be! And it is so great to know that these people that read your blog are out there in the world. It makes you feel just a little safer.
I want to say a BIG KUDOS to all of you wonderful people that read Crystal's blog. I think all of you are wonderful and you warm my heart and never cease to amaze me with your kindness and generosity!
Okay, enough mushy shit...
Back to your regularly scheduled program:o)
Wow - I'm amazed. I actually like Red Robin, even though we can't afford to go out to dinner often. But I was full on ready to never darken their door again this morning. I'm glad they puled through and made things right.
If it helps, we had dinner at Red Robin tonight just from your last it's all better post. :)
I have to agree with the other commenters... write the same people with kudos letters. :)
UNbanned :)
Ok it's official... the next time I need to write a complaint letter to a big corporation, I'm getting your help! Frankly, if I got an email like that from you I'd be scared spitless!
And major Kudos to the manager, guest relations persons, and all the other people from Red Robin who came through to actually make things right, in a rather spectacular manner. Extra Kudos go to the unfortunate in the Red Robin costume. Anyone who is willing to wear something like that on a relatively small errand like this deserves flowers from her boss, at least.
That is awesome! For some reason, that big ugly bird made me cry a little!!
Way to go Red Robin, and way to go Crystal for standing up for your kiddos!
Awwww, that's awesome!
She is definitely one of a kind. Again, I say, awww.
Dude. That is one big ass red bird.
I think it's great they went so far to make up for what one of their employees did. My husband and I always go out for lunch on Sunday and it's been a while since we've been to Red Robin, but I think we'll go this weekend.
Well now you can tell Virginia there are a bunch of people who are really, really happy right along with her... so keep smilin'.
POWER TO THE PEOPLE!! As an online community we should make much more noise for these types of injustices that are taking place in the workforce and in the service industry every day! I am so thrilled to see that they did right by one beautiful little girl. Don't feel like an asshole, Crystal. I would do it for my kid too.
I guess I can continue to to sing "Red Robbin" in my head a while longer, but this time with a smile and love towards a deed done right.
That rocks beyond compare! Way to show V that it's important to let people know when a wrong has happened and let them have the chance to make it right. WHOOO HOOO! Tell him the party needs to include about 1000 bloggers who've got your back on this one.
YAY! Red Robin: good for you!
YAY! Red Robin: good for you!
They grow up way too fast. Let her walk on air for a little while. Crystal your words have the power to unite,that's quite a gift you have there kiddo.
Love ya,
Jenn
Man was I hatin' Red Robin and making promises to myself to never eat there again. Now, I can't wait to go. The manager turned into a hero. Today is a good day.
I mean I'm glad and all, but really? Tears coming from my eyes over this? Ridiculous. What has happened to me? When did I turn into such a softie?
I am so happy for Virginia. And Crystal... Way to go, Mom!
Having read the REALLY BAD publicity a recipe publisher gave themselves through a blogger of late, reading this makes you want to say "see - this is how to do positive PR" - what a great news story, and kudos for them turning a negative into a very big positive.
I had tears.
Dammit, now I'm crying.
We have a Red Robin down the street, I'm going to make an extra effort to go.
I'll be honest here. Am grateful that the RR there came through with flying colors and a party for your daughter, but I still cannot go back to the RR here. I cannot justify the costs for a family of 6 to eat there when we have to scream (OVER THE MUSIC) to hear each other to be heard in a crowded, freezing cold atmosphere. I doubt that they will figure out which employee got the five finger discount to V's gameboy. Shame on that employee - I have seen what happens to a thief -- eventually they loose EVERYTHING!
Ok, forget what I said about not going to Red Robin this weekends with my family. In fact, I'm going to the same one in Collierville instead of the closer one in Cordova. Wow, I really am impressed with them.
So, is there still a party on for Saturday? Enquiring minds want to know!
Actually - this is not the first sotry I had heard of extreme customer service at Red Robin. They used to have stories of branches that had gone above and beyond the call of duty on the back of the receipt holders.
There was one that talked about the family of an autistic boy where they went out of their way to make it an easy experience for him, including turning down the bright overhead lights.
I was very surprised you had a bad experience in the first place.
Holy cow, that is totally awesome. I am so glad they came back and made everything so right... because I really like their cheese sticks and I wouldn't want to have to give them up.
I've never actually eate in a Red Robin and wasn't going to after reading your letter to them, but now I almost feel compelled to go take the kids there. They definitely went over and beyond. I wish I knew someone for the Nintendo, but I don't. In a way I guess that's a good thing. Glad it all turned out.
Aw, I am so glad they did the right thing. Way to go Red Robin! I would be walking on air too!
I would have reacted the exact same way you did when it all first happened. Thank you for continuing to show us what good there is left in the world.
Thats fantastic!!!! Way to go RR! And congrats V =)
I am so so happy for you and for Virginia! What a sweet sweet little girl and I keep getting all teary about the man who sent her the Nintendo DS. He, and Red Robin, have renewed my faith in humanity for a little longer...thanks for posting and allowing us all to feel a part of it :)
Bad customer relations is a pet peeve of mine.
I applaud Red Robin for making this right. I applaud you, Crystal for having the balls to say something, because if you hadn't, this would not have been mad right.
wow - they definitely did a fabulous job making it right... how nice of them to come to you house and replace her stuff (plus extras!!) and the bird suit - spectacular! :)
glad to hear that Virginia's (and all of ours'?) faith in humanity has been restored...
and hey - don't apologize for posting before they could respond... you never know - without it the "righting of the wrong" might not have been as great... who knows...
but I'm happy for Virginia - and may I also say that you have raised an EXCELLENT daughter, with so much kindness and caring that she felt bad for everyone feeling badly for her... you must be so proud!!
:D
A lot of places wouldn't even have bothered. They went over and beyond and I'm so glad your little V is happy!!!
That's awesome!
I still hope the person that actually stole from her gets their come up'ns.
I would have shit if the Red Robin Robin came to my door! My kids would have thought Mickey Mouse and Donald Duck were next!
But, what amazing lengths they went to! Amazing, Amazing! Did I say Amazing?!?
Well, I am so humbled. I had come to believe that restaurants did not care about customer service anymore, and I now stand corrected, Red Robin obviously does!! YAY!!!!!!!
OMG, that is awesome on so many levels. And can I just say that Virginia is becoming every bit a beautiful as her momma? I mean that inside and out. Kudos to Red Robin!
Hey Crystal, how fast can you guys drive? Captain Destructo is having his b-day party on the 23rd, 1-3 pm. Wear comfy shoes cuz we're gonna have fun.
Hurray for Virginia!
Hey Crystal, since Red Robin went and did the right thing, I'd pass the story along to Consumerist.com as a shining example of Good Customer Service.
I'm so glad that they made it right (and then some, wow). This is why I never hesitate to report bad service to a company. I know that management (in most cases) will be more than happy to make up for it. Whenever someone complains to me about an experience with a server/cashier/sales person I always ask if they told management. There is no point bad mouthing a business based on one employee.
Yippee!! I was somewhat distraught at the thought that I might never have their strawberry lemonade again, but now I can go! Congrats for introducing them to the voice of reason and way to go Red Robin for stepping up!
Awww shucks!
That made me cry....damn it!!
Virginia is just awesome....she can come hang up with my kiddos anytime!
I just have to say wow. I have a feeling they're going to rethink an employee or two at your location. What outstanding customer service. Unfortunately, that's something you don't see anymore - people going above and beyond (I should know - its my job to go above and beyond for our company). Hooray for them, and V looks sooo happy! I hope she revels in girlish delight with her new gameboy and Hannah Montana games! (Who wouldn't??)
C.,
Yannow, I wouldn't be beating myself up for jumping into RR's post toasties when you were ignored at the restaurant, got bad food, and then had Virginia's toys stolen after they were supposedly put back for safe keeping--according to the restaurant employee.
Remember that you never heard from the store manager until you went to the HQ communications site.
That they have gone overboard to make it right with a little girl that was crushed that someone would steal her stuff, bought with her own $$, is only right. It is unusual these days, but only right. That a few of your friends pestered them could have had an impact, too.
The smile on Virginia's face made my day!
Good for RR. I hope they learn to cook a burger patty.
Love to you!
Aw that's great! I bet she was so surprised! I'm glad they redeemed themselves!
That is awesome!
And yeah - what someone above said - don't forget what lead up to this. AND - don't forget that ultimately RR is doing themselves a favor by making this right. It all falls under their advertising budget, I'm sure! ;-)
And I'm with the others... I think it's time for lunch at Red Robin. (See - the advertising is working!)
Many many hugs to you and Virginia.
tears in my eyes...mostly because of Virginia's lovely soul!
That's awesome!!! It's nice to see that they care about the experience that y'all had and were willing to go to such lengths to make Virginia happy. And, how sweet of her to be concerned about the people that are concerned about her! That girl has a huge heart!!
And, tell Liz, those are DS games, not CDs, gah! She'd probably say whatever, same thing. :)
Good for you and your little girl! What goes around comes around, so as a sign of support I will make it a point to visit Red Robin next time I take my family to lunch :)
Wow, I am so very impressed!! Way to go Red Robin! Now that is the way to treat your customers.
I don't think you're an asshole for posting what you did. You clearly had concerns and a reason to be angry. Furthermore, much of this may not have come about had you not posted it. Either way it still paints a really great picture of how Red Robin manned up to their shortcomings and stepped up to right their wrongs.
I'm happy Virginia is happy again. That is so wonderful.
And you have raised a wonderful little girl who thinks of others.
When I got married in April it about killed me that people had to bring gifts or help do wedding stuff. I just don't want people to go out of their way to help me. I'm weird I know!
Well it looks like I wont have to cancel my lunch there this weekend after all. Good for them for making this right. I almost feel sorry for the asshat who stole Virginia's stuff. You know corporate is going to find out who did it and punish them severely.
Ok, so I'll be the voice of the cynic. You called, and got nothing. You sent the flaming letter AND posted it on your website and good things happened. Coincidence? I think not. It's funny how fast a corporation will respond when you actually take action against them. Until then, you're just another number.
All I can say is that I have tears in my eyes. Thank you Red Robin for stepping up to the plate when needed. This little girl in my opinion deserves all this and more. WOW...this is AWESOME. God Bless you and your entire family!
That is so cool! They really stepped up to the plate and actually went an extra mile.
I don't want to add yet another redundant comment to this saga so I just want to say Damn V looks just like you.
After reading all the comments and putting in my 2cents worth, I hit publish and darn it, said can't find server!!!!!!
So here I go again,
Virginia, you are such a sweet and caring young lady. No one wants you to feel bad for your Mom's readers. You will never know how much she has brought into all of our lives. She has done a wonderful job raising such caring children.
And to Paul, that was so kind of you to do what you did for Virginia. You have now joined our extended blog family. Be safe.
Linda in Miszippi
Now let me try again to get this comment published.
Great job by Red Robin! Good for them, good for you, good for Virginia, good for us!
wow, that is very awesome. I've never been much of a Red Robin fan, but I can tell you that I will make it a point to go there now just because of what they did for your daughter!
Great Job Red Robin!
YAY RED ROBIN!
You are raising a heck of a kid there. I want to give HER a big hug as well as that poor lady in the suit!
YAY RED ROBIN!
You are raising a heck of a kid there. I want to give HER a big hug as well as that poor lady in the suit!
SO AWESOME! Man, I'm sitting here at work and got all misty and did a little happy dance right here in my chair.
Go Crystal! You get the Super Mom award for whoopin' some booty and RR gets a email from me telling them "Way to go!"
I am so happy to see alll that has been done to right this situation. I am also so happy to see that big grin on V's face.
My husband and I had dinner at Red Robin last night, it was great, and free refills on fries? oh yeah.
Wow. That totally brought tears to my eyes and gave me chills.
And the look on V's face? Priceless.
And the aside to the Red Robin? Cracked me up.
Yeah, that's me, sitting on my couch, laughing, crying and goosepimpled. Sweet.
That is crazy awesome. We have no RR's around here, but by George, you can bet that if I ever find one when we're out of town/state, I'll make a bee line for it.
Congrats V and Crystal!
Seeing the tears in her eyes made me cry. There really are good people left in the world. I'm glad she got to learn that.
Your blog is blessing you in unexpected ways - and your daughter, too.
I gotta get going on my blog so that when people treat me like crap, I get free stuff, too!
I wouldn't expect any less out of them. I work at Red Robin in Huntsville, Alabama(Jones Valley). Actuall theres two, everyone should come in an try us. I know we're alittle expensive but its worth it. California Chicken sandwhich is the stuff! As a server we prepair to do the best that we can for our customers. Actually once I found a hundred dollar bill and ran my happy butt outside to hunt him down and return it. Well this morning in line up before the store opens we talked out this blog that you wrote on Red Robin! So I thought that I would come by the website and tell you that you should always explain and give us a chance about things that were lost! We will help in anyway that we can!
Thanks
Red Robin employee
I am a manager at Red Robin in Garden Grove, Ca. Down the street from Disneyland! This is what we call an "Unbridled Act" or "UBA". We live by these, it is part of our culture! Unfortunately we have some team members who DO NOT live by our core values! Be assured that this was sent to EVERY Red Robin! I was so proud of our team in Carriage Crossing, that I printed it out and read it to my husband when I got home, I never do that! It takes a special person to work at RR, and I am proud that I do! Our company doesn't do stuff like this because we have to we do it because it is right! We start every meeting, shift, conference call etc. with a UBA! I am so glad we could restore you and your sweet Virginia's faith in humanity, and thank you for recognizing what a great company I get to work for every day! If you ever make it to Disneyland stop by and let us WOW you! Tell Virginia we are thinking of her in California!
So glad this had a happy ending!
Didn't you have the party Saturday? Can we get an update?
Didn't you have the party Saturday? Can we get an update?
Glad to read article like this. Defnitely it's going to be a very big hit.
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brucely
WoW Gold
really awesome, nice article to read
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shinyallard
Buy WoW Gold
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